Travel Policies

Introduction

This page provides a simplified overview of the key policies that apply when traveling with ZyroGo. It helps passengers understand important rules related to bookings, baggage, conduct, and service conditions. The full Service Agreement remains the legally binding document governing all travel.

Cancellation, Refund & Rescheduling

All time windows are measured against the scheduled departure time on your ticket.

• More than 12 hours before departure: You may choose (a) 100% ZyroGo Travel Credit, or (b) a refund to your original payment method minus a $3.99 processing fee per ticket. No reason is required.
• Between 12 hours and 2 hours before departure: No cash refund is available. You will receive 50% ZyroGo Travel Credit only.
• Within 2 hours of departure: The ticket is fully non-refundable. No travel credit is issued. The ticket is treated as used once the departure window passes.
• No-show (failure to board): Fully non-refundable. No travel credit is issued. The ticket is treated as used.

• Credits are valid for 12 months from the date of issue.
• Unused balance expires after 12 months.
• Credits are applied to eligible future ZyroGo tickets and add-ons.

• Where seats are available, you may switch to another ZyroGo departure on the same or a different day.
• Any fare difference is payable at the time of change. No change fee applies.
• All changes are subject to seat availability and applicable cutoffs. ZyroGo is not obligated to create additional capacity for change requests.

• You are entitled to choose between a full refund (no fees) or ZyroGo Travel Credit equal to 1.5× the ticket value.
• This applies whether cancellation is caused by factors within or outside ZyroGo's control.
• ZyroGo is not responsible for third-party costs such as hotels, meals, taxis, or flights.

• Refunds are issued only to the original method of payment.
• Financial institutions may take 5–10 business days to post the refund; this banking timeline is outside ZyroGo's control.

Refund & Credit Quick Reference

Baggage Allowance

All checked baggage must be declared and selected at the time of booking. Additional checked bags beyond the standard allowance are not available for purchase.

• 1 personal item (free)
• 1 carry-on bag (free)
• 2 regular checked bags (free), provided the first bag is within limits

• Maximum: 41 cm × 15 cm × 33 cm (16 in × 6 in × 13 in)
• Examples: purse, laptop bag, briefcase, small backpack, tote bag
• Must fit under the seat or in the overhead area

• Maximum: 52 cm × 23 cm × 38 cm (21 in × 9 in × 15 in) and 7 kg (15 lbs)
• Must be soft-sided only — hard-case carry-ons are not permitted inside the passenger cabin
• Examples: small soft suitcase, small duffel bag, or backpack
• Must stay in the designated luggage compartment

• Maximum per bag: 23 kg (50 lbs) and 80 × 50 × 30 cm (31 × 20 × 12 in) or 157 cm (62 in) total combined dimensions
• A second checked bag is accepted only when the first bag is within the stated limits
• If the first checked bag exceeds size or weight limits, the second checked bag is not permitted

• Not currently offered at ZyroGo. May be introduced in the future.

• Strollers, child carts, and shopping carts are not permitted on ZyroGo services and cannot be transported as carry-on or checked baggage.

• ZyroGo does not accept standard bicycles, e-bikes, e-scooters, hoverboards, or other battery-powered micromobility devices on any of its services.
• There are no exceptions, even if an item is disassembled or folded.

• Foldable wheelchairs and walkers are carried free of charge, in addition to the standard baggage allowance.
• They do not count toward your checked baggage limit and are accepted subject to safe stowage.

ZyroGo Baggage Allowances – Quick View

Children & Infant Travel

• Infants under the age of 2 travel free of charge.
• Infants travelling on a guardian's lap without their own seat are entitled to one personal item only.
• No separate carry-on or checked bag is permitted, and checked baggage cannot be purchased for a lap infant.
• Infants travelling on a guardian's lap must be marked on the ticket at the time of booking.

• Entitled to one personal item and one carry-on bag only, included in the ticket price.
• No checked baggage is included, and there is no option to add checked baggage for a child fare ticket.

• Parents and guardians may use their own child safety seats on ZyroGo coaches, provided that a separate seat has been purchased for the child.
• The restraint must be designed to work with a standard lap/shoulder belt or lap belt.
• 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 blocks aisles or exits, ZyroGo may require that it be stored as luggage.

• Children must always be supervised by a responsible adult, both at stops and on board.
• The accompanying adult is responsible for ensuring children remain seated and follow onboard safety guidelines.

• Running in the aisle, climbing on seats, or moving around the coach while in motion is not permitted.
• The adult is responsible for supervising the child throughout the trip.

• ZyroGo may require government-issued photo identification to confirm eligibility for child or youth fares.
• Acceptable ID includes any government-issued document showing full name and date of birth (e.g., passport or provincial ID).

Boarding & Arrival Policy

• Passengers must be at the correct ZyroGo stop, ready to board, at least 15 minutes before the scheduled departure time shown on the ticket, unless a different check-in time is specified for a particular service.
• Passengers must be visible to the driver at the designated stop. Vehicles are not required to search for passengers away from the pickup area.

• A valid ZyroGo ticket must be presented in an accepted format: scannable QR code, in-app ticket, or clearly legible printed confirmation.
• Tickets are valid for one boarding only. Once scanned or validated, they cannot be reused.

• The driver or ZyroGo staff may request valid government-issued photo identification at boarding.
• The name on your ticket must match the name on the identification presented.
• If acceptable identification cannot be provided when requested, ZyroGo may refuse boarding and the ticket may be treated under cancellation or no-show rules.

• Failure to present a valid ticket
• Failure to provide acceptable identification when requested
• Passenger conduct that violates the Code of Conduct
• Possession of prohibited items
• Attempting to board with a non-transferable ticket in another passenger's name

• If you arrive at or after the scheduled departure time, the driver is not required to reopen the doors or return to the stop.
• Late arrival may be treated as a no-show under the cancellation and refund rules. The ticket may become non-refundable.
• Drivers are not required to delay departure for passengers who are still purchasing food, using nearby facilities, or waiting at the wrong entrance.

Seating Policy

• Seating is open and on a first-come, first-served basis unless ZyroGo confirms assigned seating for a specific service.
• ZyroGo does not guarantee that groups will be seated together.
• Where assigned seating is offered, your ticket will show your seat or seating zone. ZyroGo may reassign seats for safety, operational, or accessibility reasons.
• Seat maps shown during booking are illustrative only and may not match the final coach layout on the day of travel.

• If a passenger requires more space than a single standard seat provides, ZyroGo may require an extra seat to be purchased in advance.
• An extra seat may also be purchased to accommodate a child safety seat.
• Extra seats are subject to availability at the time of booking.
• Extra seats are priced at the applicable fare and follow the same change and cancellation rules as the primary ticket.
• Walk-up requests for an extra seat at the pickup location cannot be guaranteed.

• Passengers must follow all reasonable seating instructions from drivers and ZyroGo staff.
• Seating changes may be required for safety, accessibility, or operational needs.
• Refusal to comply may result in removal from the service without refund.

Pets Policy

• Pets are welcome on ZyroGo trips only when transported inside an approved pet carrier. Pets are not permitted to sit on seats, roam the cabin, or be held outside the carrier.
• The pet carrier must fit securely under the seat in front of you. Oversized or bulky carriers that do not fit in this space will not be accepted.
• Pets must be added as an additional service at the time of booking. A pet fee may apply and will be shown during the booking process.
• If you arrive at the pickup location with a pet that was not pre-booked, the driver may not be able to accommodate it.

• Trained service dogs are welcome on all ZyroGo trips at no additional charge and do not need to be transported in a carrier.
• A service dog is an animal individually trained to perform specific tasks for a person with a disability. Emotional-support or comfort animals that are not task-trained do not qualify.
• Passengers may be asked to confirm that their dog is a trained service animal and describe the type of assistance it provides.
• The service dog must remain under control using a leash, harness, or appropriate control device.
• The animal must remain on the floor at the handler's feet or within the foot space and must not occupy a separate seat or block aisles or emergency exits.
• If additional space is required, an adjacent seat may be purchased.
• If a service dog behaves in a way that creates a safety risk, the driver may require the handler and dog to disembark at a safe location.

• Emotional-support animals, therapy animals, and other non-service animals are not permitted on ZyroGo vehicles.
• Passengers travelling with animals that do not meet service animal criteria must make alternative travel arrangements.

• ZyroGo may refuse boarding if a pet was not pre-booked or does not fit within an approved carrier that fits under the seat.

Service Delays & Disruptions

• Departure and arrival times shown in timetables, tickets, and marketing materials are planned times only and are not guaranteed arrival or connection times.

• Disruptions may occur due to factors outside ZyroGo's reasonable control, including severe weather, road closures, traffic incidents, police activity, infrastructure failures, or emergencies.
• Disruptions may also occur due to factors within ZyroGo's control, such as vehicle availability, crew scheduling, or operational changes.
• ZyroGo's obligations may vary depending on whether the cause is within or outside ZyroGo's reasonable control.

• For delays under 5 hours: No refund, voucher, or discount applies.
• For delays over 5 hours: If you choose to continue your trip, ZyroGo will provide a voucher equal to 50% of your ticket price (excluding taxes and add-ons) for future use.
• If you choose not to travel due to a delay exceeding 5 hours, you may choose a voucher or a full refund to the original payment method.

• ZyroGo cannot be held liable for disruptions outside its reasonable control. Compensation may be limited to remedies required under applicable law.

• ZyroGo will make reasonable efforts to notify affected passengers using the contact details provided at booking (email, SMS, or phone).
• Passengers are responsible for providing accurate contact information and monitoring communications before departure.
• Updates may also be posted on ZyroGo's website, mobile app, or other official communication channels.

• ZyroGo does not reimburse costs for alternative transportation with other carriers, hotels, meals, lost wages, business losses, or incidental expenses, except where required by applicable law.
• ZyroGo is responsible only for the ZyroGo-operated portion of travel shown on the ticket.
• Missed onward connections such as flights, trains, or other services are not the responsibility of ZyroGo.

• Where possible, ZyroGo may offer rebooking on a later ZyroGo departure on the same route, subject to seat availability.

Prohibited Items & Passenger Conduct

• Firearms of any kind (including replicas, airsoft, pellet, and paintball guns), ammunition, and firearm components.
• Knives with fixed or locking blades, switchblades, machetes, swords, axes, hatchets, clubs, batons, brass knuckles, and similar striking weapons.
• Illegal drugs, controlled substances, and non-prescribed intoxicants.
• Explosives, flares, fireworks, and blasting caps.
• Compressed gas cylinders (propane, butane, camping gas), large oxygen tanks, and pressurized aerosols beyond normal toiletry sizes.
• Flammable liquids such as gasoline, fuel, diesel, paint thinners, and solvents.
• Oxidizers, organic peroxides, toxic or infectious substances, radioactive materials, and corrosive chemicals.
• E-bikes, e-scooters, hoverboards, and battery-powered micromobility devices.
• Live animals other than pre-booked pets in approved carriers or recognized trained service animals.
• Any item that ZyroGo staff reasonably determines presents a safety risk to passengers, staff, property, or comfort.

• All passengers must treat other passengers and ZyroGo staff with courtesy and respect.
• Harassment, threats, intimidation, abusive language, bullying, discrimination, or physical or sexual misconduct are strictly prohibited.
• Alcohol, illegal drugs, and non-prescribed intoxicants may not be consumed onboard.
• Smoking and vaping of any substance, including tobacco, cannabis, and e-cigarettes, are not permitted on ZyroGo vehicles.
• Noise must remain at a reasonable level. Headphones must be used when listening to audio content.
• Aisles and exits must be kept clear at all times.
• Passengers must follow all safety instructions provided by the driver or ZyroGo staff.

• Passengers who appear to be under the influence of alcohol or drugs in a way that creates a safety or comfort risk may be refused boarding or removed from the vehicle.

• The driver's judgment is final on all safety-related decisions while the vehicle is in service.
• Drivers and ZyroGo staff may refuse boarding or remove passengers who violate conduct or safety policies.

• If a passenger is refused boarding or removed due to policy violations, the ticket may be treated as used.
• No refund, credit, or alternative transportation will be provided, except where required by applicable law.
• For serious or repeated violations, including violence, threats, harassment, property damage, or repeated policy breaches, ZyroGo may impose a temporary or permanent ban from future travel.

Lost & Found

• If you believe an item has been lost, it must be reported through the ZyroGo webform within 24–48 hours after the end of your trip.
• Submit Lost Item Report
• ZyroGo may request photos, receipts, or additional information to help identify the item.

• Found items are held for a limited period, typically up to 14 days.
• After this period, items may be donated, recycled, or discarded.
• ZyroGo cannot guarantee that lost items will be found or retained, as storage space is limited.

• If your item is located, you may be asked to collect it in person at a designated location.

• If shipping is requested, courier and handling costs are the responsibility of the passenger.

• Passengers are strongly encouraged to keep valuables, fragile items, important documents, medication, electronics, cash, and jewelry in their personal item or carry-on baggage.
• ZyroGo is not responsible for loss, theft, or damage to valuables, baggage, or fragile contents, whether carried on or checked.
• Lost and found handling is provided as a courtesy and does not create an obligation for ZyroGo to safeguard personal belongings left on vehicles or at stops.