Last updated: July 18, 2026
1. Acceptance
By creating an account and using the Vayo application, you agree to be bound by these terms of use. You confirm that you are at least 18 years old. If you do not agree, you must not use our services.
2. Description of the service
Vayo operates a technology platform acting as a dispatcher (répartiteur) within the meaning of Quebec’s Act respecting remunerated passenger transportation by automobile. Vayo connects users seeking transportation with independent drivers, who are not employees of Vayo. Vayo does not provide direct transportation services. A 4-digit boarding PIN is provided at the start of each trip to secure the pickup.
2.1. On-demand trips via the platform (dynamic pricing)
Trips booked through the Vayo platform are ‘on-demand trips through a transportation system’ within the meaning of Quebec’s Act respecting remunerated passenger transportation by automobile (LCTRPA, formerly Bill 17). The fare is calculated by Vayo’s pricing algorithm and communicated to the passenger before the trip starts. A taximeter is not required for trips initiated through Vayo, and the tariffs set by the Commission des transports du Québec (CTQ) for hailed trips or trips taken at a taxi stand do not apply. By confirming a trip, you acknowledge that you have reviewed and accepted the displayed fare before the trip begins.
3. Account creation
You must be at least 18 years old to create an account. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account.
4. Payments and pricing
Trip fare: the amount shown at confirmation covers your booked trip. Once you are on board, this fare does not increase due to traffic or actual trip duration. Pickup wait time: if the driver is on site and you board after the free grace period (5 minutes for on-demand trips, 10 minutes for scheduled trips), a wait supplement of $0.40 per minute before tax (plus applicable taxes) is added to the trip fare, calculated from driver arrival (or the scheduled pickup time) until you board. The estimated fare is shown before you confirm a trip. Government fee: a fee of $0.90 (or $1.05 including applicable taxes) is collected on each trip and remitted to the Government of Quebec as required by law. This amount is included in the displayed fare. Loyalty program: Vayo may offer a credit or loyalty points program, the terms of which are detailed in the application. Preauthorization and capture: when you confirm a booking, a preauthorization hold of the total displayed amount is placed on your card via Stripe. The final payment is captured only at the end of the trip, or when cancellation or wait fees apply. Payments are processed automatically using the payment method on file. The trip fare may also be recalculated if you change the destination or add a stop during the ride. Payments are generally final and non-refundable except where required by applicable Quebec consumer protection law.
5. Cancellation, wait and no-show policy
Until 50% and 100% commercial cancellation penalties are activated after legal review, no such percentage fees are charged (except as stated under applicable exceptions). New bookings on Vayo.ca and VayoTransfer.com are scheduled trips (agreed pickup time). Cancellation fees depend on time before departure and trip type; the exact terms shown before payment are authoritative. Vayo.ca — ordinary local trip (pickup within the service area, not long distance, and not a Group booking requiring two or more minivans): free cancellation until 2 hours before departure; between 1 hour and less than 2 hours: 50% of the fare before tax; less than 1 hour: 100%. Vayo.ca — long distance or out-of-area pickup, VayoTransfer.com direct transfers, and Group bookings requiring two or more minivans: free cancellation until 24 hours before departure; between 12 hours and less than 24 hours: 50%; less than 12 hours: 100%. At exactly 2 h, 24 h, 1 h, and 12 h, the most favourable tier applies. Safety net: free cancellation within 5 minutes of creating the reservation only if departure is still more than 60 minutes away. Cancellation by Vayo or inability to provide the service (e.g. no driver): full refund. If the driver is more than 10 minutes late versus the agreed time: free cancellation. Flight-delay and other protections shown at checkout still apply. Reservations made before this policy took effect keep their prior contractual terms. Boarding wait: 10 free minutes, then $0.40/min before tax until you board. No-show: penalty shown at booking (up to 100%). Penalties never exceed the amount allowed under the applicable terms. When on-demand trips are offered, separate rules are shown at booking time.
6. Refund policy
Since transportation services are performed at the time they are provided, the right of withdrawal under Quebec consumer protection law does not apply, in accordance with the exception for services fully performed before the end of the withdrawal period with the consumer's express consent. Amounts paid for completed trips are therefore non-refundable. The cancellation and no-show fees described in section 5 are the only cases where charges apply without a completed trip. If a trip is cancelled by the driver or by Vayo, you will receive a full refund. Changes to a trip accepted during the ride (destination change, stop addition) may result in a price adjustment or, if applicable, a partial refund if the new amount is lower than the original fare.
7. Code of conduct
You agree to treat drivers courteously, not to damage their vehicle, and to comply with all applicable laws during your trip. In case of emergency during a trip, passengers and drivers may use the integrated SOS alert feature in the application to contact appropriate emergency services.
8. Jurisdiction
These terms of service are governed by the laws of Quebec. Any dispute shall be subject to the exclusive jurisdiction of the courts of the judicial district of Quebec.