DARTS Policies

Cancellations Policy
We encourage users to keep the number of cancellations to a minimum. Excessive cancellations are wasteful. If the cancellation is unavoidable, remember to call us as soon as possible if you are not going to use your ride.
Your considerations will free up this space for another passenger who is on the waiting list.
To cancel a trip for today call 905-529-1717 and Press 1.
To cancel a trip in advance call 905-529-1717 and Press 2.

Policy Conditions
The policy applies to any DARTS passenger who exceeds one or more of the following conditions in a calendar month period.
1) Maximum 6 late cancellations
2) Maximum 3 no shows
3) Maximum 7 combined late cancellations and no shows.
4) Maximum of 25% of subscription and/or casual booking trips cancelled.

Cancellations and no shows are recorded on a single one-way basis. A cancelled round trip is two trip cancellations, and a no show may be recorded for each of the two trips in a round trip is the passenger is not in contact with DARTS.

No Show Policy and Suspension
A passenger who regularly fails to notify DARTS if they are not using a ride, or a passenger who is not at the pick up location repeatedly, may have their DARTS service suspended by Accessible Transportation Services (ATS), City of Hamilton.

Definitions

Advanced Cancellation
An advanced trip cancellation is a cancellation that is made before 4:30pm the day before the trip.

Same Day Cancellation
A same day cancellation occurs when a passenger cancels a trip after 4:30 PM the day before and greater than 1 hour before the negotiated time of the ride on the day of service.

Late Cancellation
A late cancellation occurs when a passenger cancels a trip on the day of service, less than 1 hour before the negotiated time.

Cancel At Door
A cancel at door is where the passenger refuses a trip at the door that is within the pick up window.

No Show
A no show occurs when a passenger is not available at the time that the vehicle arrives within the pick up window.

Negotiated Time
The negotiated time for each trip is that time agreed upon by the passenger and ATS and/or DARTS for pick up, subject to the pick up window.

Pick Up Window
The pick up window is that period of time 15 minutes before to 15 minutes after the negotiated time