Service Agreement

1. Purpose, Scope & Applicability

This Service Agreement sets out the travel rules, policies, and conditions that apply when you ride with ZyroGo on our intercity services within Canada. It explains what you can expect from us operationally and what we expect from you as a passenger while you are preparing to travel, boarding, riding, and disembarking. It is separate from ZyroGo’s website and platform legal terms, which govern your use of our digital channels and account but do not replace the travel rules in this document.

This Service Agreement applies to every person who holds a valid ticket or otherwise travels on a ZyroGo-operated vehicle, regardless of seat type, fare type, or trip length. It applies whether your ticket was purchased directly from ZyroGo or, where permitted, through an authorized seller that issues ZyroGo tickets. It also applies to all ticket formats, including digital tickets, QR codes, and printed confirmations that are presented for boarding.

By purchasing a ticket, being issued a ticket in your name, boarding a ZyroGo vehicle, or traveling on any part of a ZyroGo-operated trip, you confirm that you have read, understood, and agree to be bound by this Service Agreement. During your trip, your relationship is with ZyroGo as the carrier operating the service, and ZyroGo’s drivers and staff act on the company’s behalf in applying these rules. ZyroGo operates domestic services within Canada only, and this Service Agreement does not cover any cross-border or international travel.

ZyroGo may update this Service Agreement from time to time to reflect operational, safety, regulatory, or service changes. When updates occur, the version in effect at the time of your scheduled departure will govern your trip. You are responsible for reviewing the current version before you travel so you understand the conditions that apply to your journey.

2. Definitions

In this Service Agreement, the terms below have the meanings set out here. These definitions apply throughout the document unless a section clearly states a more specific meaning for a particular policy.

Passenger means any person who holds a valid ZyroGo ticket or otherwise travels on a ZyroGo-operated vehicle, whether or not they are the person who paid for the ticket.

Ticket means a valid ZyroGo travel document or record, in digital or printed form, issued for a specific passenger, date, time, origin, and destination on a ZyroGo-operated service.

Trip means the scheduled ZyroGo journey between the origin and destination printed or displayed on the ticket, including any intermediate stops on that route.

Stop or Station means a designated ZyroGo pickup or drop-off point listed on your ticket, confirmation, or in ZyroGo service information.

Fare Type means the category of ticket purchased (for example, flexible or restricted options) that determines which change, cancellation, and refund rules apply to that ticket.

Add-on means any optional paid service or entitlement linked to a ticket, such as additional baggage, pet travel, or other service-specific extras that ZyroGo may offer.

Personal Item means a small item that a passenger keeps with them in the seating area, such as a handbag, laptop bag, or small backpack, which fits safely under the seat or lap or as otherwise directed by ZyroGo staff.

Carry-on means a larger item that the passenger brings into the vehicle cabin, within ZyroGo’s size and weight limits, and stores in the area designated by the driver.

Checked Baggage means luggage placed in the rear or under-vehicle storage compartment (or other designated baggage space) for the duration of the trip and not accessible while seated.

No-Show means a situation where a passenger does not present themselves ready to board at the correct stop by the applicable check-in or boarding cutoff time for their booked trip.

Mobility Aid means any device used by a passenger with a disability to assist with mobility, including wheelchairs, walkers, and scooters, as recognized under applicable Canadian accessibility guidance.

Service Dog means a dog individually trained to perform tasks to assist a person with a disability and that meets the requirements of applicable Canadian and provincial laws.

3. Where This Agreement Applies

This Service Agreement applies to all ZyroGo-operated intercity passenger services within Canada. It covers only trips where ZyroGo supplies and operates the vehicle and crew, and does not apply to any rail, air, local transit, rideshare, or other third-party transportation used before or after your ZyroGo trip.

The rules in this Agreement apply to every ZyroGo trip shown on your ticket or booking confirmation, including any intermediate stops between your origin and destination. They apply whether your ticket was purchased directly from ZyroGo or, where permitted, through an authorized seller issuing valid ZyroGo tickets for ZyroGo-operated services.

This Agreement does not govern any international or cross-border travel, and ZyroGo does not provide such services under this document. If ZyroGo’s services or sales channels change in the future, ZyroGo will update this Agreement to clarify how and where it applies.

4. Reservations, Ticket Purchase, and Ticket Validity

You can purchase ZyroGo tickets through ZyroGo’s own sales channels and, where permitted, through authorized third-party sellers that issue valid ZyroGo tickets. The person completing the purchase is responsible for providing accurate passenger details, contact information, and travel selections (date, time, origin, and destination) before confirming the booking. Once issued, your ticket records the specific trip booked and serves as the operational reference for ZyroGo staff and drivers.

Your ticket is valid only for the scheduled date, departure time, origin, and destination stated on the ticket or booking confirmation, unless another section of this Service Agreement allows a change. Tickets and reservations are personal and non-transferable, meaning they may not be sold, gifted, or used by another person unless ZyroGo permits name changes under a specific fare rule. ZyroGo may cancel a ticket or refuse boarding if it has reasonable grounds to believe the ticket was obtained or used fraudulently or in breach of this Service Agreement.

After booking, you must review your confirmation promptly and contact ZyroGo or the authorized seller if any details are incorrect. ZyroGo issues tickets in digital form (QR codes, app passes, or email confirmations) and may also accept printed versions where clearly legible. You must present a valid ticket for inspection or scanning at boarding and keep it available during the trip when requested by ZyroGo staff or the driver.

It is your responsibility to keep your ticket, QR code, and associated account credentials secure. If another person uses your ticket or QR code to travel, ZyroGo is not required to provide a refund, credit, or replacement trip. Once scanned or validated, the ticket will be treated as used. Further rules on changes, cancellations, and refunds are set out in Section 6 of this Service Agreement.

5. Fare Types, Add-ons, and Promotions

ZyroGo may offer different fare types so you can choose the level of flexibility that fits your plans. Each fare type comes with its own rules for changes, cancellations, refunds, and vouchers, which are described in more detail in Section 6 of this Service Agreement. Unless stated otherwise at the time of purchase, a fare type applies per passenger, per one-way trip.

Flexible fare options generally provide more generous change and refund rights and may be priced higher, while more restricted fares may offer lower pricing but come with tighter rules and limited or no refunds. Any specific conditions for a fare type, including advance purchase requirements, blackout dates, or minimum or maximum stay conditions (if used), will be shown during booking and form part of your ticket conditions. Where differences exist between general descriptions and the fare rules displayed at booking, the fare rules shown at the time of purchase will govern.

Add-ons are optional services selected in addition to the base fare, such as extra baggage, pet travel, seat selection where available, or other service features ZyroGo may introduce. Each add-on is linked to a specific ticket and trip and will normally expire if the underlying trip is not taken, unless another section of this Agreement or the add-on description clearly states otherwise. Add-ons may be non-refundable or subject to different change rules than the main ticket, and these conditions will be displayed during purchase.

ZyroGo may occasionally offer promotions, discounts, or promotional codes. Promotional offers may include special conditions such as limited validity periods, route restrictions, or requirements to book specific fare types, and may not be combined with other offers unless explicitly permitted. Where a promotional booking is later changed or cancelled, any refund or credit will be calculated based on the fare and promotional rules applicable at the time of booking.

6. Ticket Changes, Cancellations, Refunds, and Vouchers

This section explains how you can change or cancel a ZyroGo ticket, what refunds or ZyroGo Travel Credits may be available, and what happens if ZyroGo cannot operate your trip. These rules apply to all fare types unless a more specific condition is clearly stated during booking for a particular promotion or product. All time windows are measured against the scheduled departure time shown on your ticket.

If you cancel your ticket more than 12 hours before departure, you may choose either 100% ZyroGo Travel Credit equal to the ticket value or a refund to the original payment method minus a $3.99 processing fee per ticket. This early cancellation window allows flexibility to adjust travel plans without needing to provide a reason.

If you cancel between 12 hours and 2 hours before departure, the ticket is no longer eligible for a cash refund. In this period, you will receive ZyroGo Travel Credit equal to 50% of the ticket value. These travel credits may be used toward future ZyroGo trips and remain valid for 12 months from the date of issue, after which any unused balance expires.

If you cancel within 2 hours of departure, or do not show up for your trip, the ticket becomes fully non-refundable. No travel credit is issued, and the ticket is treated as used once the departure window has passed. This reflects that the seat has been reserved and cannot reasonably be resold to another passenger.

Where seats are available, ZyroGo allows trip changes instead of cancellations. Subject to timing rules and fare conditions, you may switch to another ZyroGo-operated departure on the same or a different day. Any applicable fare difference must be paid at the time of change. All changes remain subject to seat availability, and ZyroGo is not obligated to create additional capacity to accommodate change requests.

If ZyroGo cancels your trip or cannot operate the service as scheduled, you may choose between a full refund of the ticket price or ZyroGo Travel Credit equal to 1.5 times the ticket value. ZyroGo will not charge any processing fees in such cases. This remedy applies only to the ZyroGo-operated portion of the trip and does not extend to third-party expenses such as flights, hotels, or other transportation.

Approved refunds will be issued only to the original payment method used for booking. Financial institutions may take 5–10 business days to process the refund, which is outside ZyroGo’s control. ZyroGo Travel Credits are issued promptly to the email address associated with the booking or directly to your ZyroGo account where applicable, and may be used toward eligible future tickets and add-ons.

ZyroGo’s flexible policies depend on fair use. Repeated last-minute cancellations, unusual booking patterns, or activity inconsistent with normal travel behaviour may be reviewed. Where ZyroGo reasonably determines that policies are being misused, ZyroGo may limit access to certain flexible benefits while continuing to honour all legal rights required under applicable law.

7. Stops, Terminals, and Pickup Location Changes

Your ticket or booking confirmation is the primary reference for your pickup and drop-off locations, including any instructions about which side of the street, bay, or entrance to use. ZyroGo may also display stop details on its website, app, or in pre-trip communications, but if any difference exists, the location and instructions shown on your ticket take priority for your specific trip. You are responsible for reviewing this information carefully and planning sufficient time to reach the correct pickup point.

Many ZyroGo stops are curbside locations or shared public spaces rather than staffed terminals. You should arrive early enough to locate the correct boarding point, considering traffic conditions, parking limitations, and walking distance from nearby transit or drop-off areas. While waiting, you must remain safely near the designated pickup area where the driver can clearly see you and should watch for vehicle markings or stop signage where provided.

ZyroGo may occasionally adjust stop locations, boarding bays, or pickup sides of the street due to construction, safety considerations, terminal rules, or operational needs. Where possible, ZyroGo will notify affected passengers in advance using the contact details provided at booking and by updating digital trip information. You are responsible for checking messages, email notifications, and app updates before departure and following any updated instructions.

If a stop change remains within reasonable walking distance of the original location, you will be expected to travel to the updated point. Where a more significant relocation is required, ZyroGo will select a location that is practical and safe under the circumstances but cannot guarantee the same proximity to local transit connections, parking areas, or landmarks. ZyroGo is not responsible for any additional local transport costs incurred due to stop changes, except where required by applicable law or clearly stated in a service notice.

Vehicles stop only at designated ZyroGo pickup points and drivers have limited time at each stop to board passengers and load baggage. You must be at the correct stop and visible to the driver at least 10 minutes before the scheduled departure time. Drivers are not required to search for passengers away from the designated pickup area or return once departure has taken place. Waiting at the wrong location or arriving late may be treated as a missed trip under Section 13 of this Service Agreement.

8. Boarding Requirements and Check-in Timing

Passengers must arrive at the designated ZyroGo stop with enough time to locate the correct boarding point and be ready before departure. Unless a different check-in time is specified for a particular route, passengers should be present and ready to board at least 15 minutes before the scheduled departure time shown on the ticket. This buffer supports on-time departures and reduces the risk of missed trips due to delays in locating the stop, traffic conditions, or parking availability.

To board, you must present a valid ZyroGo ticket in an accepted format, such as a scannable QR code, in-app ticket, or clearly legible printed confirmation. ZyroGo staff or the driver may request identification or additional verification where required by this Service Agreement or applicable law, and passengers must comply with reasonable instructions given during boarding. Tickets are valid for one boarding only, and once scanned or validated they cannot be reused unless an approved change has been processed before departure.

Boarding normally closes shortly before the scheduled departure time to allow drivers to complete safety checks and depart on schedule. If you arrive at or after departure time, or after vehicle doors have closed, the driver is not required to reopen the doors or return to the stop. Late arrival may be treated as a no-show under Section 6 and Section 13, and eligibility for rebooking, credit, or refund will depend on applicable fare rules.

During boarding, passengers must follow driver and staff instructions regarding queueing, luggage handling, and safe movement around the vehicle and pickup area. Drivers are not required to delay departure for passengers purchasing food, using nearby facilities, or waiting at another entrance or corner. Once departure time is reached and safety checks are complete, the vehicle may depart even if some ticketed passengers have not yet boarded.

9. Identification Requirements for Domestic Travel

ZyroGo operates domestic services within Canada and may require passengers to verify their identity to help prevent fraud and support safety and security on board. The name on your ticket must match the name shown on any identification presented when requested by ZyroGo staff or the driver at boarding or during the trip.

ZyroGo reserves the right to request valid government-issued photo identification for ticket verification, age-based fare eligibility, discounted products, or where required by law or specific promotional conditions. Acceptable identification typically includes a driver’s licence, provincial or territorial photo identification card, passport, or another government-issued document showing your full name and date of birth. Additional acceptable forms of identification may be listed on ZyroGo’s website or booking channels from time to time. If you are travelling on a child, youth, student, senior, or other special fare, ZyroGo may require identification to confirm eligibility.

If acceptable identification cannot be provided when reasonably requested, ZyroGo may refuse boarding, require the purchase of a new ticket with correct passenger details, or decline to honour a discounted fare, subject to applicable laws. In such situations, the original ticket may be treated under the change, cancellation, or no-show rules set out in this Service Agreement, and a refund or credit may not be available.

Identification verification by ZyroGo does not replace any travel documentation required by other carriers, airports, or authorities as part of a broader journey. Passengers remain responsible for ensuring they hold all necessary identification or documentation required for their full travel itinerary.

10.Seating Policy and Extra Seat Purchases

ZyroGo aims to provide a comfortable shared travel environment while using available seating efficiently. Unless ZyroGo clearly confirms assigned seating for a specific service, seating on board is generally open and offered on a first-come, first-served basis once boarding begins. ZyroGo does not guarantee that groups will be seated together, and passengers may be asked to adjust seats when reasonably necessary to support safety, accessibility, or operational needs.

Where assigned or reserved seating is offered, your ticket will show your seat or seating zone, and you are expected to use that location unless directed otherwise by ZyroGo staff. ZyroGo may reassign seats when reasonably required for safety, operational, or accessibility reasons, including accommodating passengers with disabilities or mobility needs. Seat maps shown during booking are illustrative and may not exactly match the vehicle layout used on the day of travel.

Each passenger must be able to sit safely within a single seat while keeping aisles, seatbelts, and emergency access areas clear. Where a passenger reasonably requires additional space beyond one standard seat, ZyroGo may require an extra seat to be purchased in advance. Extra seats help ensure that safety requirements and passenger comfort standards can be maintained for all travelers.

An extra seat provides additional personal space but does not grant additional rights beyond the use of two adjacent seats for the booked departure. Extra seats are subject to availability at the time of booking, are priced according to the applicable fare, and follow the same change and cancellation rules as the primary ticket. In rare operational situations, ZyroGo may adjust how extra seats are arranged while still making reasonable efforts to respect the passenger’s need for additional space.

Passengers must follow reasonable seating instructions provided by ZyroGo staff or the driver, including requests to adjust seating to support safety, accessibility, or operational needs. Refusal to comply with reasonable seating instructions or behaviour that interferes with other passengers’ use of their seats may result in removal from the service under the Code of Conduct and Refusal of Service provisions of this Agreement, without refund.

11. Onboard Amenities and Service Limitations

ZyroGo coaches and vans may offer amenities such as Wi-Fi, power outlets, climate control, and onboard washrooms, depending on the vehicle assigned to your trip. These amenities are provided for convenience where available, but they are not guaranteed and are not considered part of the essential transportation service ZyroGo is contractually required to provide.

Because vehicles may be substituted for operational reasons, the configuration and availability of amenities on the day of travel may differ from what is shown in marketing materials, example photos, or previous trips. Equipment changes, technical faults, maintenance requirements, weather conditions, or network limitations may affect the availability or performance of Wi-Fi, power, lighting, heating or cooling systems, and washroom facilities. ZyroGo makes reasonable efforts to keep these systems functioning but cannot guarantee uninterrupted service for any onboard amenity.

Where Wi-Fi is available, speeds and connectivity may vary depending on network conditions, and high-bandwidth activities such as streaming may not always function reliably. Power outlets, where installed, are intended for light personal device charging only and may not support high-wattage equipment. Use of equipment that creates a safety concern may require passengers to unplug or reposition their devices. ZyroGo is not responsible for damage to personal devices, software, or data resulting from the use of onboard power or internet connections.

Where a coach includes a washroom, passengers are expected to use the facility respectfully and follow any posted instructions to help maintain cleanliness and usability for all passengers. In certain situations, a washroom may need to be temporarily taken out of service for safety, maintenance, or sanitation reasons, and an onboard alternative may not always be available. For longer trips, drivers will use reasonable judgment to plan rest opportunities where possible, subject to route constraints, traffic, and safety considerations.

Because onboard amenities are not guaranteed features, temporary unavailability, technical malfunction, or reduced performance of any amenity does not entitle passengers to refunds, discounts, or other compensation, unless required by applicable law or explicitly stated within a specific fare or promotion. Passengers are encouraged to treat onboard amenities as convenience features and bring any essential personal items needed for comfort or accessibility, consistent with other provisions of this Service Agreement.

12. Service Disruptions: Delays, Cancellations, and Schedule Changes

ZyroGo works to operate services according to schedule, but trips may occasionally be disrupted by events both within and outside ZyroGo’s reasonable control. This section explains how ZyroGo manages delays, cancellations, and schedule changes, and should be read together with Section 6 (Ticket Changes, Cancellations, Refunds, and Vouchers).

12.1 Causes of Disruption
Service disruptions may occur due to circumstances outside ZyroGo’s reasonable control, including severe weather, road closures, traffic incidents, police activity, infrastructure failures, emergencies, or actions by third parties. Disruptions may also occur due to operational factors within ZyroGo’s control, such as vehicle availability, crew scheduling, or internal service adjustments. ZyroGo’s obligations may differ depending on whether the cause of disruption is within or outside its reasonable control.

12.2 Communication During Disruptions
Where ZyroGo becomes aware that a trip is significantly delayed, changed, or cancelled, ZyroGo will make reasonable efforts to notify affected passengers as soon as practicable using the contact information provided during booking, including SMS, email, or phone where available. Updates may also be published on ZyroGo’s website, mobile application, or other digital channels. Passengers are responsible for providing accurate contact information and monitoring communications before departure, especially where travel conditions suggest disruption may occur.

12.3 Cancellations by ZyroGo
If ZyroGo cancels a scheduled trip or cannot operate the service for reasons within ZyroGo’s control, passengers will be offered the choice between a full refund of the affected ticket or ZyroGo Travel Credit equal to 1.5 times the ticket value. ZyroGo will not charge processing fees for refunds or credits issued in these circumstances. Where possible, ZyroGo may also offer rebooking on a later departure on the same route, subject to availability.

Where a cancellation occurs due to circumstances outside ZyroGo’s reasonable control, such as extreme weather or emergency road closures, ZyroGo will still offer a full refund or 1.5× Travel Credit for the affected ZyroGo-operated segment. ZyroGo is not responsible for third-party costs including hotels, meals, taxis, rideshare, flights, or other transportation arrangements, unless required by applicable law or explicitly stated in a ZyroGo policy or promotion.

12.4 Delays and Schedule Changes
Departure and arrival times displayed in schedules, tickets, or marketing materials represent planned times rather than guaranteed arrival times. Delays may occur due to traffic conditions, weather, construction, safety considerations, or operational adjustments. ZyroGo may also modify schedules, routing, or intermediate stops in advance to reflect seasonal demand, infrastructure requirements, or operational improvements.

Where a trip operates but is delayed, ZyroGo’s primary obligation is to complete the journey safely and as close as reasonably possible to the planned schedule. In cases of significant delay attributable to ZyroGo’s own operations, ZyroGo may offer rebooking options, travel credits, or refunds consistent with cancellation provisions, depending on the severity of the delay and whether travel still occurs. Where delays are caused by factors outside ZyroGo’s reasonable control, compensation may be limited to remedies required by applicable law.

12.5 What ZyroGo Does Not Cover
ZyroGo is responsible only for the ZyroGo-operated segment shown on your ticket. ZyroGo does not guarantee onward connections with other carriers such as trains, flights, ferries, rideshare services, or taxis, and is not responsible for missed connections, appointments, or events resulting from delays or cancellations.

Except where required by applicable law or expressly stated in this Agreement, ZyroGo does not reimburse expenses such as alternative transportation, accommodation, meals, lost wages, business losses, or incidental costs resulting from delays, cancellations, or schedule changes. ZyroGo’s responsibility for service disruptions is limited to the remedies described in this section and elsewhere in this Service Agreement.

13. Missed Trips, No-Shows, and Late Passengers

This section explains what happens if you arrive late, miss your departure, or do not travel on your booked ZyroGo trip. It should be read together with Section 6 (Ticket Changes, Cancellations, Refunds, and Vouchers), which explains what credits or refunds may be available when changes or cancellations are made within the permitted timeframes.

Passengers are responsible for planning their journey to the pickup location so they arrive with sufficient time to board. Unless otherwise specified for a particular route, passengers are expected to be at the correct ZyroGo stop and ready to board at least 15 minutes before the scheduled departure time shown on the ticket. Arriving close to or after departure time may not allow sufficient time for safe boarding or luggage handling, and the vehicle is not required to wait.

A no-show occurs when a passenger does not board the vehicle for the scheduled trip because they arrived late, waited at the wrong location, or otherwise failed to present themselves for boarding. When a no-show occurs, the ticket is normally treated as used and becomes non-refundable. No ZyroGo Travel Credit, refund, or free rebooking will normally be available, and travel on a later service will usually require purchase of a new ticket at the current fare.

If you know in advance that you cannot travel as booked, you must cancel or change your ticket before the applicable cut-off time described in Section 6. Cancelling more than 12 hours before departure typically preserves eligibility for a full travel credit or a refund minus the applicable processing fee. Cancelling between 12 hours and 2 hours before departure may allow partial travel credit. Changes requested less than 2 hours before departure or after departure time are generally not permitted, and the ticket will normally be forfeited.

ZyroGo is not responsible for missed trips caused by road traffic, delays with other carriers, difficulty locating the pickup stop, parking limitations, personal circumstances, oversleeping, illness, or late arrival. Passengers planning tight same-day connections to flights, trains, or other transportation services do so at their own risk. ZyroGo does not reimburse expenses for missed onward connections, appointments, or events when a passenger does not arrive on time for boarding.

In rare situations where a missed trip results directly from a clear operational error by ZyroGo, such as departure from an incorrect location without notice or departure significantly earlier than scheduled, the case may be reviewed under Section 12 (Service Disruptions). Where appropriate, ZyroGo may offer rebooking, refund, or travel credit consistent with disruption policies, provided the passenger can demonstrate that they were present at the correct location and followed provided boarding instructions.

14. Baggage Allowances

14.1 Adult Fare Luggage Entitlement
Each adult passenger is permitted the following free of charge with their ticket: one personal item, one carry-on bag, and two regular checked bags. All checked baggage must be selected and declared during ticket purchase. Additional checked bags beyond this allowance are not available for purchase. Each regular checked bag must not exceed 23 kg (50 lb) and 80 × 50 × 30 cm (31 × 20 × 12 in), or 157 cm (62 in) total combined dimensions (height + width + depth).

14.2 Infant and Child Fare Luggage Entitlement
Infants travelling on a guardian’s lap without their own seat are entitled to one personal item only and are not eligible for a separate carry-on or checked bag. Checked baggage cannot be purchased for lap infants. Child-fare ticket holders are entitled to one personal item and one carry-on bag only, included in the ticket price. No checked baggage allowance is included or available for purchase for child-fare tickets. Personal items must fit under the seat or in the overhead space and must not exceed 41 cm × 15 cm × 33 cm (16 in × 6 in × 13 in). Examples include a purse, laptop bag, briefcase, small backpack, or tote bag.

14.3 Carry-On Bags
Each eligible passenger may bring one carry-on bag that must remain in the designated luggage compartment. Hard-case carry-on bags are not permitted inside the passenger cabin. Carry-on bags must be soft-sided and within 52 cm × 23 cm × 38 cm (21 in × 9 in × 15 in), such as a small soft suitcase, small duffel bag, or backpack. Carry-on items must be light enough for the passenger to safely lift and store without blocking aisles or emergency exits.

14.4 Checked Luggage – Regular
The first regular checked bag for an adult passenger is included at no charge, provided it does not exceed 23 kg (50 lb) and 157 cm (62 in) total combined dimensions. Typical examples include a large suitcase or large duffel bag. A second regular checked bag is accepted only if the first bag meets the size and weight requirements. The second bag must also comply with the same size and weight limits. Additional checked baggage beyond these two items is not permitted and cannot be purchased as an add-on.

14.5 Oversize or Overweight Checked Luggage
Oversize or overweight checked luggage options are not currently available at ZyroGo but may be introduced in the future. If introduced, such options may allow dimensions up to 213 cm total combined measurements and weights between 50 lb and 70 lb. Items exceeding these potential limits would remain prohibited for safety reasons.

14.6 Mobility Aids, Strollers, and Similar Items
Foldable wheelchairs and walkers are carried free of charge in addition to the standard baggage allowance, subject to safe stowage and available space, and are handled in accordance with ZyroGo’s accessibility policies. Strollers, child carts, and shopping carts are not permitted as baggage and cannot be transported on ZyroGo services.

Drivers may not always have the physical capacity to handle heavy or bulky items. ZyroGo reserves the right to refuse handling of items that exceed safe lifting limits. Where permitted, passengers may load such items themselves under the vehicle; however, ZyroGo is not responsible for any damage or personal injury resulting from self-handling of baggage.

15. Special Items and Sports Equipment

This section explains how ZyroGo handles special items that are not standard suitcases or everyday bags, including sports equipment, musical instruments, strollers, carts, fragile items, and valuables. These rules apply in addition to the baggage allowances in Section 14 and the prohibited items rules in Section 17.

Special items are accepted without guarantee where they can be carried safely within the size, weight, and capacity limits of the specific vehicle operating your trip. If a special item cannot be securely stowed without blocking aisles, emergency exits, or access to other baggage, ZyroGo may refuse to carry it on that departure, even if it otherwise meets general measurement limits. Passengers are responsible for ensuring any special item can be handled safely without creating risk to staff or other passengers.

Strollers and Carts
Strollers, child carts, and shopping carts are not permitted on ZyroGo services and cannot be transported as carry-on or checked baggage. Passengers travelling with young children must make alternative arrangements for strollers or carts at their origin or destination. Mobility aids such as foldable wheelchairs or walkers are treated separately and may be carried free of charge under ZyroGo’s accessibility policies, subject to safe stowage.

Sports Equipment and Musical Instruments
Sports equipment (such as skis, snowboards, hockey bags, and golf clubs), musical instruments, and other bulky items may be accepted only where space permits and when properly packed in suitable protective cases or bags. Where accepted, these items must either fit within your personal, carry-on, or checked baggage limits, or replace one of your included pieces of baggage. ZyroGo does not guarantee space for such items on every departure, and drivers may refuse items if compartments are full or if loading creates a safety concern.

Fragile and Valuable Items
Fragile and valuable belongings, including electronics, jewellery, cash, documents, collectibles, or professional equipment, should be kept with you in your personal item or carry-on wherever possible. Items placed in checked baggage travel at the passenger’s own risk. ZyroGo is not responsible for damage, loss, theft, or missing contents of fragile or valuable items, regardless of whether they are checked or carried on. Passengers are encouraged to use protective cases and obtain insurance for high-value belongings where appropriate.

16. Bikes, E-bikes, and Micromobility Devices

ZyroGo treats bicycles and micromobility devices differently from standard luggage due to their size, weight, and safety considerations. ZyroGo does not transport e-bikes, e-scooters, hoverboards, or other battery-powered micromobility devices as checked baggage, carry-on items, or personal items. This restriction reflects the fire and handling risks associated with large lithium-ion batteries in enclosed vehicle spaces.

Standard non-electric bicycles are not currently accepted on ZyroGo services. Passengers requiring transport for bicycles should consider alternative transport or shipping options.

Non-Motorized Micromobility Devices
Small non-motorized devices such as kick scooters, foldable non-electric scooters, or compact skateboards may be accepted where they fit within standard baggage size and weight limits and can be safely contained. Such items must be fully folded, secured, and enclosed within a bag or box so they cannot move, unfold, or damage other luggage during transport. Items that appear unsafe, unstable, or similar to restricted devices may be refused at the driver’s discretion.

Handling and Liability
Passengers are responsible for loading and unloading bikes or larger micromobility items under staff direction where permitted. ZyroGo may refuse to handle items where lifting would create a safety risk for staff. All micromobility items travel entirely at the passenger’s risk. ZyroGo does not provide special racks, restraints, or insurance and is not responsible for damage, scratches, loss of accessories, or theft. Passengers requiring guaranteed transport or higher protection for bicycles or similar devices should consider dedicated courier or shipping services.

17. Prohibited Items and Dangerous Goods

ZyroGo must protect passenger safety and comply with Canadian transportation and dangerous-goods regulations. Certain items are strictly prohibited on all ZyroGo services, whether carried in checked baggage, carry-on items, personal belongings, or on a passenger’s person. If a passenger attempts to travel with prohibited items, ZyroGo may refuse to carry the item, refuse boarding, or remove the passenger from the service without refund.

17.1 Weapons and Similar Items
Weapons and weapon-like items are not permitted on ZyroGo services. This includes firearms of any kind (including replicas, airsoft, pellet, and paintball guns), ammunition, firearm components, knives with fixed or locking blades, switchblades, butterfly knives, machetes, swords, axes, hatchets, batons, brass knuckles, and similar striking weapons. Any object designed or modified to be used as a weapon may also be refused. Everyday items that could pose a safety concern may also be refused if carried or used in a threatening manner.

17.2 Illegal Drugs, Controlled Substances, and Alcohol
Illegal drugs, controlled substances, and non-prescribed intoxicants are strictly prohibited on ZyroGo vehicles. Medication prescribed to the passenger in their own name is permitted. Consumption of alcohol, cannabis in any form, or other intoxicants is not allowed on board, regardless of local purchase laws. ZyroGo may involve law enforcement where necessary.

17.3 Dangerous Goods and Hazardous Materials
Dangerous goods defined under applicable laws are not permitted on ZyroGo services. These include explosives such as fireworks, flares, and detonators; compressed gases such as propane cylinders and butane canisters; flammable liquids such as gasoline, diesel, solvents, or paint thinners; oxidizers and organic peroxides; toxic or infectious substances such as pesticides or laboratory materials; radioactive materials; corrosive substances such as strong acids or industrial cleaners; and other hazardous materials regulated for safety reasons. Small consumer batteries installed in personal electronics are generally permitted, but damaged or improperly packed batteries may be refused.

17.4 Micromobility Devices and Large Batteries
ZyroGo does not permit e-bikes, e-scooters, hoverboards, electric skateboards, or other battery-powered micromobility devices on its services. Large loose lithium-ion batteries, traction batteries, or modified battery packs are also prohibited. Devices or batteries that appear unsafe, damaged, or improperly packaged may be refused even if they would otherwise meet baggage size requirements.

17.5 Other Restricted Items
Live animals (except permitted service animals), perishable items that may leak or spoil, excessively dirty or oily objects, sharp items that may damage baggage or vehicles, and any item that ZyroGo staff consider unsafe or disruptive may be refused. Small personal toiletries such as shampoo or deodorant are permitted when securely sealed and properly packed.

17.6 Inspection Rights and Refusal of Carriage
ZyroGo reserves the right, where permitted by law, to ask passengers about the contents of their baggage and to request visual inspection to confirm compliance with these rules. If a passenger refuses inspection, ZyroGo may refuse the item or deny boarding. ZyroGo may remove and refuse to transport any item considered unsafe, prohibited, or improperly packed. ZyroGo is not responsible for storage, return, or replacement of refused items, and passengers remain responsible for any fines, damages, or legal consequences arising from prohibited or undeclared dangerous goods.

18. Baggage Handling, Loss, Damage, and Lost & Found

ZyroGo may or may not handles baggage. While handling, loading conditions, space and vehicle movement mean that some risk of scuffs, shifting, and minor damage is unavoidable. Checked baggage is stowed in shared under-coach compartments, and ZyroGo does not tag, check in, or track bags the way an airline does. You remain responsible for clearly identifying your bags, confirming they are loaded to the correct destination, and retrieving them promptly when you arrive.

All baggage must be closed, reasonably sturdy, and packed so it will not spill contents or damage other items if stacked or jostled in transit. Fragile or irregular items must be in rigid or padded containers; loose plastic bags, open boxes, or items with exposed sharp edges may be refused or may be carried entirely at your risk if accepted as an exception. ZyroGo may decline any item that appears likely to break, leak, tear, or damage other baggage or the coach, even if it fits within size and weight limits.

You are strongly encouraged to keep valuables, fragile items, important documents, medication, electronics, cash, jewelry, and irreplaceable items with you in your personal item or carry-on and not in checked baggage. ZyroGo does not provide special handling or insurance for such items and is not responsible for loss, theft, or damage to valuables or fragile contents, regardless of whether they are carried on or checked under the coach. Any compensation for lost or damaged checked baggage, if offered, will apply only to the bag as ordinary luggage and not to high-value contents.

At intermediate stops and final destinations, you are responsible for ensuring your bag is removed from the coach and that you take the correct bag. ZyroGo is not liable if you pick up the wrong luggage or if another passenger mistakenly takes yours. If you believe a checked bag has been lost or damaged, you must report it to ZyroGo within a short, specified time after arrival (for example, within 24–48 hours), providing your trip details, description of the bag, and a description of the issue; reports made much later may not be accepted for review. ZyroGo may request photos, receipts, or other information to assess any claim and may apply reasonable maximum limits and exclusions set out elsewhere in this Agreement.

Items found on board or at ZyroGo locations are treated as lost & found and may be stored for a limited period only before being donated, recycled, or discarded. Storage space is limited, so ZyroGo cannot guarantee that any lost item will be found or retained. If ZyroGo locates an item you have reported lost, you may be asked to collect it in person at a designated location or to pay any applicable courier or handling charges if you ask for it to be shipped to you. ZyroGo’s handling of lost & found items is a courtesy service and does not create an ongoing obligation to safeguard personal property left on vehicles or at stops.

19. Accessible Travel – Current Limitations

ZyroGo does not currently operate any wheelchair-accessible equipment or lift-equipped coaches. Currently, we cannot provide dedicated accessible travel features such as wheelchair securement positions, boarding lifts, or low-floor vehicles. Passengers must be able to board using the coach steps and move to a standard seat without the use of an onboard lift or ramp.

Mobility aids such as foldable wheelchairs or walkers may still be carried as luggage, free of charge, if they can be safely folded and stowed in the luggage compartment or other designated storage space. However, they cannot be used while the coach is in motion, and ZyroGo cannot guarantee space for larger devices on every departure. Drivers may provide limited assistance with loading small or foldable devices where it is safe to do so, but they cannot lift passengers, provide personal care, or operate specialized accessibility equipment.

We recognize that this limitation impacts passengers who require wheelchair-accessible service, and we are actively reviewing options to introduce accessible vehicles and features in the future. When ZyroGo begins operating wheelchair-accessible equipment or adds specific accessibility services, we will publish updated policies explaining how to request assistance, how mobility aids are handled, and what accommodations can be provided on each route. Until then, passengers who require lift-equipped or fully accessible transportation should consider alternative providers that can meet those needs today.

20. Mobility Aids and Assistive Devices

ZyroGo welcomes mobility aids and assistive devices, but our current fleet and storage layout mean they must travel as luggage, not as in-use devices on board. Passengers must be able to board and sit in a standard coach seat using the stairs, as ZyroGo does not operate wheelchair-accessible or lift-equipped vehicles at this time. Mobility aids therefore cannot be occupied while the vehicle is moving.

Foldable wheelchairs and walkers are carried free of charge in addition to your standard baggage allowance, provided they can be fully folded and safely stowed in the luggage compartment or another designated storage space. Devices must be clean, have any loose parts secured, and be robust enough to tolerate normal luggage handling and stacking. If a mobility aid is unusually large, heavy, or awkward, the driver may decline to lift it for safety reasons and may require the passenger (or a companion) to load and unload it under staff direction; in such cases ZyroGo is not responsible for any injury or damage resulting from passenger self-handling.

Other assistive devices such as canes, crutches, small foldable stools, CPAP machines, or portable medical devices may be brought on board as part of your personal item or carry-on, if they fit safely in overhead racks or under the seat and do not block aisles or exits. Batteries and power supplies for such equipment must comply with the dangerous-goods rules in this Agreement, and any liquids must be securely sealed. ZyroGo may refuse any device that appears damaged, leaking, or otherwise unsafe, even if it is an assistive aid.

Because we cannot secure mobility aids in a dedicated on-board position, ZyroGo cannot guarantee that every device will be free from scratches, minor dents, or cosmetic marks. Passengers are encouraged to label their devices clearly, protect fragile components with padding, and consider separate insurance for high-value equipment. ZyroGo’s liability for loss or damage to mobility aids and assistive devices is limited by the general baggage rules in this Agreement, and any claim must be reported promptly after arrival with details and supporting information.

21. Support Person and Additional Adjacent Seating

ZyroGo understands that some passengers may need to travel with a support person for reasons related to a disability, medical condition, or other assistance needs. At this time, ZyroGo does not operate wheelchair-accessible or lift-equipped coaches and cannot provide in-seat attendant services; however, passengers are welcome to travel with a support person who can assist with boarding, seating, communication, and personal care off and on the vehicle. Each traveler, including any support person, must hold their own valid ticket for the journey at the applicable fare.

ZyroGo does not currently offer an automatic free-fare or discounted-fare program for support persons. Where a formal support-person program is introduced in the future, ZyroGo will publish the eligibility rules, documentation requirements (if any), and reimbursement or discount process on its website and in an updated version of this Agreement. Until such a program is in place, passengers who require assistance must ensure that their support person purchases a ticket on the same departure and sits nearby in any available seating.

If you and your support person wish to sit together, you should arrive at the stop early and board as soon as boarding begins so you can choose adjacent seats under ZyroGo’s seating rules. ZyroGo cannot guarantee that specific seats will be available next to one another, but drivers may make reasonable seating requests to other passengers to help keep a support person and assisted passenger together, provided safety and operational needs are met. Any additional adjacent seats purchased for extra space (for example, to give a passenger and support person more room) are subject to the normal fare rules and are not discounted or refunded solely because they are used for support purposes.

Support persons are responsible for providing all personal care and hands-on assistance their companion may need, including help with medication, transfers, and use of washrooms at stops. Drivers and ZyroGo staff cannot lift passengers, provide medical care, or supervise passengers who cannot be left unattended. If, in ZyroGo’s reasonable judgment, a passenger cannot travel safely without a support person and does not have one, ZyroGo may refuse boarding or require rebooking to a later trip once adequate support is arranged, without compensation beyond what is provided under the applicable fare rules.

22. Service Dogs and Other Service Animals

ZyroGo welcomes properly trained service dogs that assist passengers with disabilities. A service dog is an animal that has been individually trained to perform specific tasks for a person with a disability, such as guiding a person who is blind, alerting a person who is deaf, or responding to a medical condition; emotional-support or comfort animals that are not task-trained do not qualify as service dogs under this policy. You may be asked to confirm that your dog is a trained service animal and to describe, in general terms, the type of assistance it provides (without disclosing your diagnosis).

Service dogs travel with their handler at no additional charge and must always remain under control, on a leash, harness, or in another appropriate control device unless this interferes with their work and an alternative is agreed with the driver. The animal must stay on the floor at the handler’s feet or in the foot space of the adjacent seat, without occupying a separate seat or blocking aisles or emergency exits. If you expect your service dog to require extra floor space, you may wish to purchase an additional adjacent seat so that the dog can lie safely in front of the two seats without obstructing other passengers.

Handlers are responsible for the behavior, hygiene, and care of their service dogs throughout the journey and at ZyroGo stops. The animal must be house-trained, not aggressive, and not disruptive (for example, no uncontrolled barking, lunging, or roaming the aisle). If a service dog behaves in a way that creates a safety risk or makes it impossible to continue the trip for others for example, by biting, repeatedly lunging, or fouling the vehicle the driver may require the handler and dog to disembark at a safe location, without any additional compensation beyond what is provided by the applicable fare and disruption rules.

Other animals, including pets, emotional-support animals, therapy animals, and untrained comfort animals, are not permitted on ZyroGo vehicles currently. Passengers who wish to travel with a non-service animal must make alternative arrangements. If another passenger has a significant allergy or health concern related to animals, ZyroGo staff will make reasonable seating adjustments where possible (for example, separating seats), but cannot guarantee a completely allergen-free environment and will prioritize the safety-critical role of a legitimate service dog over general discomfort.

23. Allergies, Fragrances, and Buffer Zones

ZyroGo aims to create a respectful shared space, but vehicles are not controlled or filtered environments, and we cannot guarantee an allergen-free or fragrance-free trip. Passengers with severe allergies (for example, to nuts, animals, or strong scents) should plan with the understanding that other passengers may bring food, wear perfumes, or carry trace allergens on clothing or belongings. If you have a serious medical allergy, you remain responsible for carrying any prescribed medication.

Where practicable, ZyroGo drivers and staff will make reasonable efforts to reduce exposure when they are made aware of an allergy or sensitivity. This may include asking nearby passengers not to consume certain foods, suggesting that strong fragrances be minimized, or offering to move passengers to different seats to create informal “buffer zones.” These steps are voluntary and depend on passenger cooperation and available seating; they are not guaranteed and may not be possible on full or busy trips.

Service dogs that are properly trained and permitted under Section 22 may still travel even if another passenger has an allergy to animals. In these cases, ZyroGo will attempt to separate seating as much as possible rather than denying boarding to either passenger. Because perfect separation is not always possible in a single coach/van cabin, passengers with animal allergies should assume that some level of exposure may still occur and plan accordingly.

Strong odors that significantly impact the comfort of others whether from fragrances, food, smoke residue, or personal hygiene may be addressed under ZyroGo’s Code of Conduct and Refusal of Service sections. If a smell is so intense that it disturbs other passengers or the driver’s ability to work safely, ZyroGo may request that the source be removed, contained, or corrected, and may refuse service or require a passenger to disembark if they do not comply. Compensation is not provided solely because of discomfort from normal everyday smells or minor allergen exposure in a shared public environment.

24. Passenger Code of Conduct

ZyroGo expects all passengers to contribute to a safe and comfortable shared environment. By purchasing a ticket and boarding a ZyroGo vehicle, you agree to follow this Passenger Code of Conduct and all reasonable instructions from drivers and staff. Failure to comply may result in refusal of boarding, removal from the coach/van, and possible bans from future travel, without refund.

Passengers must always treat other passengers and ZyroGo staff with courtesy and respect. Harassment, threats, intimidation, abusive language, bullying, discrimination, or any form of physical or sexual misconduct are strictly prohibited, whether in person, by phone, or through digital channels connected with your trip. Behavior that makes others feel unsafe, targeted, or seriously distressed, as judged reasonably by ZyroGo staff, may lead to immediate removal from the service and potential reporting to law enforcement.

Alcohol, illegal drugs, and non-prescribed intoxicants may not be consumed on board ZyroGo vehicles, and passengers must not be under the obvious influence of substances in a way that creates safety risks or disturbance. Smoking and vaping of any substance, including tobacco, cannabis, and e-cigarettes, are prohibited on vehicles. Passengers who ignore these rules after being warned may be required to disembark at a safe location, with no compensation beyond what is required by applicable law.

Noise levels must remain reasonable so that others can rest or work. This means using headphones for all audio, keeping conversations at normal volume, and following quiet-time requests on early-morning or late-night trips. Passengers must keep aisles and exits clear, store baggage only in designated areas, and avoid placing feet, bags, or personal items on empty seats when the coach is busy. Hygiene and odour must be maintained at a level that does not unreasonably disturb others; extremely strong smells (from body odour, food, smoke, or heavy fragrances) may be addressed under this Code if they impact the comfort of surrounding passengers.

Passengers must comply promptly with all safety-related instructions from the driver, including seatbelt use where belts are provided, remaining seated while the vehicle is in motion unless using the washroom, and following directions during boarding, luggage loading, emergencies, or incident responses. Tampering with equipment (such as emergency exits, fire extinguishers, cameras, or door controls), damaging the vehicle or fixtures, or interfering with the driver’s ability to operate safely is strictly prohibited and may be treated as grounds for removal and further action. ZyroGo reserves the right to determine, at its reasonable discretion, what conduct violates this Code and to apply the Refusal of Service and Future Bans provisions elsewhere in this Agreement where necessary.

25. Safety Rules and Child Safety Seats

ZyroGo prioritizes safety on every trip, and all passengers share responsibility for following basic safety rules. Where seatbelts are installed, passengers are expected to remain seated with their belts fastened whenever the vehicle is moving, unless briefly using the onboard washroom. Passengers must not stand in the stairwell, block aisles or exits with baggage or personal items, or distract the driver through loud, persistent conversation at the front of the coach.

Emergency exits, hatches, and equipment such as fire extinguishers may only be used in an actual emergency or when instructed by the driver. Passengers must follow all safety instructions given by ZyroGo staff, including directions during severe weather, road incidents, or unscheduled stops. Tampering with, damaging, or obstructing safety equipment or signage is strictly prohibited and may result in removal from the trip and potential liability for resulting damage.

Children must be always supervised by a responsible adult, both at stops and on board. Running in the aisle, climbing on seats, or moving around the coach while it is in motion is not permitted, as sudden braking or swerving can cause injury. The accompanying adult is responsible for ensuring that children remain seated, wear seatbelts where available, and do not interfere with other passengers or the driver.

Parents and guardians may use their own child safety seats on ZyroGo coaches provided that a separate seat has been purchased for the child and the restraint is designed to work with a standard lap–shoulder belt or lap belt, as available. The adult is solely responsible for correctly installing and securing the child seat according to the manufacturer’s instructions; ZyroGo staff may not install or adjust the restraint on your behalf. If a child seat cannot be properly secured, or if its use would block aisles or exits, ZyroGo may require that it be stowed as luggage and that the child travel using the coach seatbelt alone.

For everyone’s safety, passengers must not bring on board items or engage in activities that introduce unnecessary risk, such as using open flames, heating appliances, or loose, heavy objects on shelves or seats. In any situation where safety is at stake, the driver’s judgment is final while the vehicle is in service. Passengers who refuse to follow reasonable safety directions may be required to disembark at a safe location, without compensation beyond what is required under the applicable fare and disruption policies.

26. Security Measures: Cameras, Searches, and Inspections

ZyroGo uses practical security measures to help keep passengers, staff, and property safe while maintaining a straightforward travel experience. Some ZyroGo vehicles and locations may be equipped with video cameras that record audio and/or video for safety, training, and incident-review purposes. By boarding a ZyroGo coach or entering designated ZyroGo areas, you acknowledge that you may be recorded as part of these security systems; recordings are not monitored in real time on every trip but may be reviewed if an incident is reported or suspected.

To reduce the risk of prohibited or dangerous items being carried on board, ZyroGo may, where permitted by law, visually inspect baggage or ask passengers to open bags for a brief inspection before loading. You are not required to consent to an inspection, but if you decline, ZyroGo may refuse to carry your baggage or refuse you carriage altogether to protect other passengers and comply with safety obligations. Any item that appears to violate the Prohibited Items and Dangerous Goods rules, or that reasonably seems unsafe, may be refused, required to travel in a different compartment, or removed from the vehicle without compensation.

ZyroGo may cooperate with law enforcement, transit authorities, or security agencies in connection with investigations, safety operations, or specific incidents on or near its services. This can include sharing relevant journey information or security footage in accordance with applicable laws and privacy obligations. If, in ZyroGo’s reasonable judgment, a passenger or item poses a security risk whether due to behavior, credible threats, possession of prohibited items, or refusal to follow lawful instructions. ZyroGo may deny boarding, require the passenger to disembark at a safe location, and/or involve law enforcement. In such cases, no refund or compensation is owed beyond what is strictly required by law or expressly stated elsewhere in this Agreement.

27. Refusal of Service, Removal, and Future Bans

ZyroGo reserves the right to refuse carriage, remove a passenger from a trip, or restrict future travel where it is reasonably necessary to protect safety, comply with law, or maintain a workable service. Refusal of service may occur at the time of booking, at the stop before boarding, or during the trip if conduct or circumstances change. These decisions are made at ZyroGo’s discretion, considering the specific situation and any relevant history with the passenger.

Grounds for refusal or removal include, but are not limited to: refusing to comply with this Service Agreement or driver instructions; harassment, threats, violence, or intimidating behaviour toward passengers or staff; being clearly under the influence of alcohol or drugs in a way that creates a safety or comfort risk; possession of prohibited items or dangerous goods; smoking or vaping on board after being warned; repeated fare violations or fraud; and behaviour that seriously interferes with the safe operation of the vehicle. In addition, ZyroGo may refuse service if a passenger appears unable to travel safely without a required support person or equipment that ZyroGo cannot provide.

If you are refused boarding or removed from a coach for reasons within your control, your ticket may be treated as used, and you will not be entitled to a refund, credit, or alternative transportation, except where required by applicable law. You will be responsible for making and paying for any onward or replacement travel arrangements. Where service is refused solely due to ZyroGo’s own operational or administrative error, your situation will instead be handled under the Service Disruptions section of this Agreement.

For serious or repeated violations, ZyroGo may impose a temporary or permanent ban on future travel. This may follow incidents involving violence or credible threats, bringing weapons or dangerous goods, serious harassment or assault, deliberate property damage, or persistent disregard for ZyroGo policies after warnings. ZyroGo may notify a banned passenger in writing (for example, by email) and will treat any attempt to book or travel while banned as a breach of this Agreement; such bookings may be cancelled without refund.

ZyroGo also reserves the right to involve law enforcement or other authorities when a passenger’s behaviour appears criminal, poses an immediate risk, or requires intervention beyond ZyroGo’s role as a transportation provider. In all cases, the driver’s judgment on the day of travel is authoritative for decisions required to protect immediate safety, and ZyroGo may later review any refusal or removal considering reports, evidence, and this Agreement.

28. Emergency Situations and Incident Handling

In any emergency, the driver’s first responsibility is to operate the coach safely and protect passengers as a group. The driver will use their judgment to slow down, pull over, or stop as soon as it is safe to do so, considering traffic, road conditions, and visibility.

Passengers must follow all instructions from the driver or emergency personnel immediately, including remaining seated, evacuating the vehicle, or relocating to a safer area away from the road.

If an evacuation is required, passengers should leave belongings behind unless directed otherwise, move carefully to the nearest usable exit, and proceed to the location indicated by the driver (such as a shoulder, median, or nearby safe area). Passengers must not re-enter the coach to retrieve baggage until the driver or emergency responders confirm that it is safe. Blocking aisles, arguing with instructions, or attempting to direct others against the driver’s guidance can delay evacuation and put people at risk and is prohibited under this Agreement.

For medical incidents involving a passenger, the driver will contact emergency services as needed and may stop the vehicle at the nearest safe location to await assistance. ZyroGo staff are not paramedics and cannot provide advanced medical care, administer medication, or make clinical decisions; they will, however, cooperate with first responders and follow their directions. Other passengers may offer help at their own discretion, but ZyroGo cannot supervise or guarantee the availability or qualifications of bystanders.

In the event of collisions, fires, hazardous spills, security threats, or other serious incidents, ZyroGo may suspend the trip, arrange alternative transportation where feasible, or cancel the remainder of the journey. Any refunds, credits, or onward-travel options will be handled under the Service Disruptions and Liability sections of this Agreement rather than at the scene. ZyroGo is not responsible for personal decisions made by passengers during an emergency, such as leaving the designated safe area, ignoring instructions, or attempting to continue their journey independently.

After a significant incident, ZyroGo may review driver reports, camera footage (where available), and any information from authorities to understand what occurred and, if appropriate, improve procedures. Passengers involved in an incident may be asked to provide contact details and a brief account of events for follow-up or insurance purposes. While ZyroGo will make reasonable efforts to support affected passengers, including sharing information about next steps, it cannot provide legal advice, medical advice, or compensation beyond what is explicitly described elsewhere in this Agreement and required by applicable law.

29. Customer Communications During Travel Disruptions

ZyroGo knows that clear, timely information is essential when travel plans change. When a scheduled trip is significantly delayed, changed, or cancelled, ZyroGo will make reasonable efforts to contact affected passengers using the details provided at booking, such as email, SMS text, or phone. Messages may include revised departure times, stop changes, cancellation notices, or instructions on what to do next. Passengers are responsible for providing accurate contact information, monitoring their email and phone before departure, and checking for updates when weather, traffic, or news suggest there may be disruption.

Service updates may also be posted on ZyroGo’s website, booking platform, or other digital channels where available. In some cases, these channels may be updated before all individual notifications are delivered, so passengers are encouraged to check online for the latest status especially on days with major storms, road closures, or known operational challenges. If a message from ZyroGo conflicts with the original ticket (for example, a new departure time or a changed stop), the latest message or notice is treated as the operative information for that trip.

If you believe your service is disrupted and you have not received a clear update, you should first verify your trip status on ZyroGo’s online channels and then contact customer support if needed. During widespread events affecting many trips, call and message volumes may be high; ZyroGo will prioritize safety-critical communication and may issue general notices that apply to multiple departures rather than replying individually to every inquiry. Drivers at the stop may also provide real-time information for passengers already on site, but they may not be able to make firm commitments about future departures beyond what operations has communicated to them.

When disruptions trigger options such as refunds, travel credits, or rebooking, ZyroGo will explain those options in its disruption messages wherever possible and direct you to the appropriate channel (online form, email, or support contact) to exercise your choice. Any compensation or alternative travel will be handled according to the Service Disruptions section of this Agreement; the fact that an update was delayed or missed does not in itself create additional compensation rights beyond those policies. Passengers remain responsible for making timely decisions once options are communicated and for arranging their own onward travel where ZyroGo’s obligations end.

30. Complaints, Claims, and Reporting Deadlines

ZyroGo wants issues to be resolved fairly and as quickly as possible. If you have a concern about your trip, staff conduct, service quality, or how a policy was applied, you should contact ZyroGo’s customer support team as soon as reasonably possible after your travel date. Please include your full name, booking reference, travel date, route, and a clear description of what happened, along with any supporting details such as photos, receipts, or correspondence.

Different types of issues have different time limits for reporting. Concerns about lost or damaged baggage should normally be reported within 24–48 hours of the end of your trip, while service disruption or refund-related complaints should be raised within a short period after the event (for example, within 7 days), so ZyroGo can review operational records and tracking data while they are still available. Allegations involving safety, discrimination, harassment, or accessibility impacts should be reported as soon as you feel safe to do so; ZyroGo will give these cases priority and may ask follow-up questions to understand what occurred. Complaints received long after an incident may be harder to investigate and may limit the remedies ZyroGo can offer.

ZyroGo will review your submission, compare it against internal records (such as schedules, driver logs, and any available camera footage), and respond with an outcome. Possible outcomes include an explanation of why the service operated as it did, confirmation that a refund or travel credit will be provided under the applicable policy or notice that no further compensation is available under this Agreement. Where an error is confirmed, ZyroGo may offer additional goodwill gestures at its discretion, but these are not guaranteed and do not create ongoing rights for similar future situations.

If you disagree with the outcome, you may request a second review by replying to the decision, providing any new information that was not considered in the first assessment. A different reviewer may look at the case, but ZyroGo is not required to engage in extended back-and-forth once a final position has been communicated. Nothing in this section limits any rights you may have under applicable consumer protection, human rights, or transportation laws, but it sets the process ZyroGo will normally follow when handling complaints and claims related to its services.

31. General Disclaimer and Interpretation

This Service Agreement describes the primary terms and conditions under which ZyroGo provides transportation. It does not cover every possible situation, and ZyroGo reserves the right to interpret and apply these provisions reasonably considering specific facts, safety considerations, and applicable law. If any part of this Agreement is found to be invalid or unenforceable, the remaining sections will continue in full force and effect.

ZyroGo may update, modify, or replace this Service Agreement from time to time. The version in effect at the time of your ticket purchase will normally govern your trip, unless a change is required by law or clearly designated as applying to existing bookings. In the event of any inconsistency between this Agreement and information in marketing materials, social media, or informal communications, this Agreement (and any route-specific conditions published with your ticket) will prevail.

Nothing in this Agreement is intended to limit rights that passengers may have under applicable consumer protection, human rights, or transportation legislation that cannot lawfully be waived. To the maximum extent permitted by law, ZyroGo’s liability for losses arising from your trip is limited to the remedies expressly described in this Agreement, and ZyroGo is not liable for indirect, consequential, or special damages such as lost income, missed events, or third-party costs. By purchasing a ticket or boarding a ZyroGo service, you acknowledge that you have had the opportunity to review these terms and agree to be bound by them.