Agreement to these Terms
When ride services open and you accept the final published version, these Terms of Service (“Terms”) will govern your use of the Goose Cabs platform, rider application, and related ride services (collectively, the “Services”). They do not become a ride-service agreement merely because you visit this website or join the launch waitlist.
Rides are provided by independent drivers using the Goose Cabs platform. Goose Cabs operates the platform and arranges bookings, dispatch, and payments. A driver may drive with Goose Cabs directly or with a partner franchise licensed by Goose Cabs. You contact support through the app for every trip; where the driver drives with a partner franchise, that franchise's staff may answer your request using tools Goose Cabs provides, and Goose Cabs can step in. Goose Cabs, or the partner franchise whose driver provides your ride, holds any licence the market requires. Except as required by law or expressly stated in these Terms, Goose Cabs does not itself drive or provide the vehicle for a ride.
Please read these Terms carefully. They contain provisions that limit our liability, allocate risk between us, and describe how disputes are resolved. If you do not agree, do not use the Services.
If you drive on the platform, the Driver Terms also apply and control for driving activity. The Cancellation and Waiting Policy and the Privacy Policy are incorporated into and form part of these Terms.
Eligibility and accounts
You must have reached the age of majority in your province or territory and be able to form a binding contract under applicable law. The age of majority is 18 in Alberta, Manitoba, Ontario, Prince Edward Island, Quebec and Saskatchewan, and 19 in British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia, the Northwest Territories, Nunavut and Yukon. You agree to provide accurate, current, and complete information and to keep it updated.
One person, one account. You may not create an account on behalf of another person without authority, and you may not transfer or sell your account.
You are responsible for safeguarding your login credentials and for all activity under your account, unless you notify us promptly of unauthorized access. Notify us immediately at the contact address below if you suspect your account has been compromised.
We may refuse, suspend, or terminate an account that is suspended, inactive, pending deletion, fraudulent, or otherwise abusive, or where required by law or necessary to protect safety. Bookings are blocked while an account is suspended, inactive, or pending deletion.
Minors
An unaccompanied minor may not travel using the Services. A minor may travel when accompanied by a responsible adult who holds the account and remains present and responsible for the entire trip.
A driver may decline or end a trip if an unaccompanied minor presents for pickup.
The Services
The Services allow you to request on-demand or scheduled rides in markets where Goose Cabs operates, pay for trips, communicate about trips, share a live view of a trip with people you choose, rate completed trips, and contact support.
Service availability depends on geography and defined service areas, driver supply, weather and road conditions, maintenance windows, and legal restrictions. We do not guarantee that a driver will always be available, that a driver will accept your request, or that a trip will be completed within any particular time.
We may add, change, suspend, or discontinue features at any time. Where a change materially reduces a feature you rely on, we will give reasonable notice where practicable.
Bookings, estimates, and fares
Fare estimates shown in the app are not a binding quote. When you book, the fare is calculated from the fare rules for your market. If it differs materially from the estimate you saw, we will ask you to confirm it before the booking proceeds.
Fares generally comprise base components such as base fare, distance, and time, any surge multiplier set for the market at that time, booking or service fees, applicable taxes, and waiting-time charges where they apply, less any eligible promotional or transit-token discount, and subject to a minimum fare.
All amounts are in Canadian dollars unless stated otherwise. Applicable taxes are included as required by law and shown on your receipt.
Card bookings place a temporary authorization hold with our payment processor, which may be higher than the estimated fare. An authorization is not a charge. You are charged the final fare when the trip completes, or after a review if the trip is held for one. The final fare may differ from the estimate based on the actual route, waiting time, or an early dropoff. It is taken from the hold first. If it is more than the hold, the rest is charged to the same card as a separate charge, so one trip can show two charges. If that charge does not go through, the rest is a balance you owe, as described under Payments.
After the free waiting time at pickup, waiting is charged per minute at the rate set for your market, which the app tells you when waiting charges start, up to a cap. Any surge on your trip applies to the waiting rate, and tax is added. On a card trip, waiting is part of the final fare, even when it takes the fare above the amount authorized on your card.
Where a trip ends materially differently from what was booked, for example an early dropoff, a significantly different route, or a long wait, the final fare is recalculated and any adjustment is shown on your receipt. If your final fare differs from the price shown at booking, for example because the trip ended early, the pickup or route changed, or waiting time was added, or the fare was set after we reviewed the trip, your receipt and trip details say why.
Rides booked in the app are paid by card. Where a market accepts transit tokens, a token can pay part of the fare, but you still need a card on file, and the full fare is charged to your card if the token is not handed to the driver. Cash is accepted only on rides our staff book for you and on trips you start by hailing a driver on the street.
Tips are optional. Where a market offers tipping, you can add a tip in the app for up to 7 days after a card trip. It is charged separately from the fare and passed to the driver, less any card processing cost the market's tip policy deducts.
Receipts
A receipt is issued for every completed trip and is available in your trip history. The tax shown is the tax included in your final fare. Each fare line is rounded to the cent, so a difference of a cent or two can appear as a Rounding line. If you believe a fare is incorrect, contact support within a reasonable time and we will review the trip record.
Promotions
Promotional codes and automatic discounts are offered at our discretion, may be limited by market, time, trip type, or number of uses, have no cash value, and cannot be exchanged for cash or transferred.
We may withdraw, suspend, or reverse a promotion obtained through error, abuse, duplicate accounts, or breach of these Terms, and may recover the value of any benefit obtained improperly.
Municipal transit-token programmes, where available, are administered under rules set by the issuing municipality, and eligibility is determined by that programme rather than by us.
Scheduled rides
Scheduled rides may be booked up to 6 days in advance, because that is how long a card authorization lasts. Limits apply to how many scheduled rides you may hold and to how closely scheduled pickups may overlap.
We authorize your card when you book and start looking for a driver shortly before the scheduled pickup time. If the authorization expires before a driver is found, or no driver can be found, the trip is cancelled without a fee and you may need to book again.
A scheduled ride is a request for a driver at a time, not a guarantee that a driver will be available. For time-critical travel we recommend allowing a margin.
Payments, refunds, and chargebacks
You authorize Goose Cabs and its payment processor to place authorization holds and to capture amounts owed for trips, including applicable taxes, waiting charges, cancellation fees, and adjustments permitted by these Terms and the Cancellation and Waiting Policy.
When you book with a card, you also authorize us to charge that card again after the trip, without you being present, for the part of the final fare above the hold and for any balance you owe for that trip. The amount is the final fare on your receipt less what the hold covered. We save the card with our payment processor for this purpose. Our staff review an unusually large difference before it is charged.
You must keep a valid payment method on file for card bookings. If a charge fails, the amount is a balance you owe. We may try the charge again, ask you to pay it in the app, and ask you to pay it before your next booking.
Refunds, where due, are processed to the original payment method where technically possible. An uncaptured authorization is released rather than refunded, and the timing of the release is determined by your card issuer rather than by us.
If you believe you have been charged in error, contact us first. We will review the trip record and correct genuine errors promptly.
You agree not to initiate a chargeback without first contacting us and allowing a reasonable opportunity to resolve the issue. We may contest a chargeback using the trip record, and we may suspend an account involved in payment abuse.
Cleaning and damage
If you or a member of your party damages a vehicle, or soils it so that it needs cleaning beyond ordinary use, you are responsible for the reasonable cost of cleaning or repair. The app does not add cleaning or damage fees to your fare.
Before asking you to pay, we will tell you the amount and show you the evidence, which may include photographs and a repair or cleaning invoice, and you may dispute it with us. We may also share the trip details the driver or vehicle owner needs to recover the cost.
Cancellations
Cancellation rules, including when fees apply, are set out in the Cancellation and Waiting Policy, which forms part of these Terms.
In summary: cancelling before a driver has accepted is free, and so is cancelling a ride that is not scheduled within 1 minute of the driver accepting. After that, a fee may apply to card trips, and the app tells you before you confirm a cancellation that a fee may apply. There is no cancellation fee on trips paid in cash or with a transit token. Any fee charged is shown on your receipt. You are not charged when a driver or Goose Cabs cancels, or when no driver is available.
If your driver has accepted but has not arrived and is more than 5 minutes later than the expected arrival time, you can cancel free of charge, whatever reason you choose. The expected arrival time is set when your driver accepts. If the driver's navigation route is available within about two minutes of accepting, it can update that time, but by no more than 5 minutes later; otherwise the first estimate is kept. After that it does not move later, and for a scheduled ride it is never earlier than your booked pickup time. We apply this automatically from the trip record. A driver who is coming from further away but is on time does not make a cancellation free.
If you cancel for another reason outside your control, for example the vehicle does not match what was shown, contact support and we will review the trip and waive a fee where appropriate.
Acceptable use and conduct
The Services connect you with independent drivers who are at work. You agree to treat drivers, other riders, our staff, and the public with respect. You agree not to:
- Harass, threaten, discriminate against, assault, or endanger a driver, rider, staff member, or member of the public.
- Carry or transport anything unlawful, or use the Services to commit or facilitate an offence.
- Smoke, vape, or consume alcohol or illegal drugs in a vehicle.
- Damage or soil a vehicle, or interfere with its safe operation.
- Exceed the lawful seating capacity of the vehicle, or travel without wearing a seatbelt where required.
- Interfere with the platform, attempt to gain unauthorized access, scrape or harvest data without permission, or reverse engineer the apps except to the extent that restriction is prohibited by law.
- Create multiple accounts to evade a suspension, a fee, or a limit.
- Misuse a safety or emergency feature, including claiming a safety concern to avoid a fee or a fare.
- Misrepresent your identity, pickup location, or payment information.
- Request that a driver break the law, including exceeding speed limits or stopping where stopping is prohibited.
Ratings and feedback
After an eligible trip you may rate the other party and leave a comment. Ratings and comments must be honest, must relate to the trip, and must not be abusive, discriminatory, or defamatory.
We may remove content that breaches law or these Terms. A single low rating does not by itself result in suspension, but repeated reports or patterns of misconduct may lead to review and to suspension or removal.
Consequences of breach
Depending on severity, we may issue a warning, restrict features, charge a fee provided for in these Terms, suspend the account pending investigation, or permanently remove the account.
Where we suspend or remove an account we will tell you, and, except where an immediate step is necessary for safety or where telling you would compromise an investigation or breach a legal obligation, we will explain the general reason and give you an opportunity to respond.
Non-discrimination, accessibility, and service animals
Goose Cabs does not tolerate discrimination. Riders, drivers, and staff must not discriminate against any person on the basis of race, colour, ancestry, place of origin, religious beliefs, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, marital status, family status, or source of income, or any other ground protected by applicable human rights legislation.
Drivers are required to transport a rider accompanied by a service animal. Refusing service because of a service animal is discrimination and is a breach of these Terms and of the Driver Terms, and may result in permanent removal from the platform. A driver's allergy or personal preference is not a lawful basis for refusal.
Drivers are required to provide reasonable assistance with mobility aids, including a folding wheelchair, walker, or cane, where the aid can be safely accommodated in the vehicle.
If you experience discrimination or a refusal of service in connection with the Services, report it to support@goosecabs.ca and we will investigate. You may also have rights under human rights legislation, and nothing in these Terms limits those rights.
Not every vehicle on the platform is wheelchair accessible. Where an accessible vehicle category is offered in your market it will be shown at booking. We are working to expand accessible options, and our Accessibility statement describes our current position and known limits.
Safety, incidents, and emergencies
In an emergency, call 911 or your local emergency number first. The app's Call 911 shortcut only opens your phone's dialler; it does not alert Goose Cabs or send your location to anyone. Do not rely on the app to summon emergency assistance.
Report a safety incident to us as soon as you are able. We investigate reports of unsafe driving, harassment, assault, impairment, and other serious misconduct, and we may suspend an account immediately while we do so.
We may share information with law enforcement, insurers, or a transportation regulator where required or permitted by law, or where necessary to protect someone's life, health, or safety.
Verify before you get in. Check that the vehicle, licence plate, and driver match what is shown in the app. If they do not match, do not travel, and report it to us.
Do not ask a driver to carry more passengers than the vehicle lawfully seats, and wear a seatbelt.
Sharing your trip
Once a driver is on the way, you can create a link that lets people you choose follow the trip on a web page, without an account. Anyone who has the link can see the trip until it ends, so send it only to people you trust. You can stop sharing at any time, and the link stops working when the trip ends.
If you save a safety contact in your profile, you can ask us to text them a trip link during a trip. You must have their permission to add them and for us to text them about your trips. We may also contact them if we cannot reach you about a serious safety incident involving you. Remove or change the contact in your profile at any time.
The Privacy Policy describes exactly what the page shows and what it does not. Sharing a trip does not notify emergency services or Goose Cabs.
Use trip sharing only for your own trip and only to keep people you trust informed. Do not use it to publish the driver's details or to track anyone.
Lost items
If you leave an item in a vehicle, report it through the app or to support as soon as possible with a description and the trip details, and we will attempt to contact the driver.
Drivers are independent and are not obliged to store, safeguard, or deliver a lost item, and we cannot guarantee that an item will be found or returned. A driver who returns an item may ask for a reasonable amount to cover the time and distance involved.
Goose Cabs is not responsible for items left in a vehicle. Do not leave valuables, identification, medication, or keys unattended.
Insurance
Drivers and vehicles operating on the platform are required to carry the insurance mandated by the applicable transportation authority and to maintain it in force. We collect and verify proof of insurance as part of compliance, and a driver whose insurance lapses cannot go online.
Insurance coverage in a rideshare context varies depending on the stage of the trip and the terms of the applicable policy. Goose Cabs does not itself insure riders, and nothing in these Terms is a promise of coverage for any particular claim.
If you are involved in a collision, report it to us and to your own insurer, and follow the legal requirements that apply at the scene.
Privacy
Our Privacy Policy explains what personal information we collect, why, who we share it with, how long we keep it, and the choices available to you. By using the Services you acknowledge that processing.
Location information is essential to the Services. If you withdraw location permission, core functions will not work.
Intellectual property
The Services, including the apps, website, software, branding, and content we provide, are owned by Goose Cabs or our licensors and are protected by intellectual property law.
We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the apps and the Services for their intended purpose, subject to these Terms. All rights not expressly granted are reserved.
You may not copy, modify, distribute, sell, sublicense, or create derivative works from the Services, remove proprietary notices, or use our name or marks without our written permission.
If you send us feedback or suggestions, you grant us a perpetual, worldwide, royalty-free right to use them without obligation to you. We welcome feedback and would rather hear it than not.
Open source components used in the apps are acknowledged in our Open Source Notices, and their own licence terms apply to those components.
App stores and third-party services
The apps are distributed through third-party app stores, and your use is also subject to the applicable store's terms. The store operator is not a party to these Terms, is not responsible for the Services, and has no obligation to provide support for them.
Where these Terms apply to an app obtained from the Apple App Store: the licence granted is limited to use on Apple-branded devices you own or control as permitted by the App Store Terms of Service; Apple has no obligation to furnish maintenance or support; in the event of a failure to conform to any applicable warranty you may notify Apple for a refund of the purchase price, if any, and to the maximum extent permitted by law Apple has no other warranty obligation; Apple is not responsible for addressing any claim relating to the app; and Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them.
The Services rely on third-party providers for mapping, payments, messaging, and connectivity. We are not responsible for the acts, omissions, accuracy, or availability of those third parties, and map or routing data may be incomplete or out of date.
Disclaimers
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE”. WE DISCLAIM ALL IMPLIED WARRANTIES AND CONDITIONS, INCLUDING MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, AND NON-INFRINGEMENT.
We do not warrant that the Services will be uninterrupted, timely, secure, or error-free, that defects will be corrected, or that a driver or vehicle will be available at any given time or place.
Drivers are independent. We screen for the compliance documents that regulation requires and we act on reports of misconduct, but we do not supervise the moment-to-moment conduct of a trip, and we do not warrant the conduct, skill, or suitability of any driver or the condition of any vehicle.
Some jurisdictions do not allow the exclusion of certain warranties. Where that is the case, the exclusions above apply to the fullest extent permitted, and nothing in these Terms limits a right you have under consumer protection legislation that cannot be waived.
Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, GOOSE CABS AND ITS AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AND SUPPLIERS ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, BUSINESS, OR GOODWILL, ARISING OUT OF OR RELATING TO THE SERVICES, WHETHER IN CONTRACT, TORT, OR OTHERWISE, AND WHETHER OR NOT WE WERE ADVISED OF THE POSSIBILITY.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICES WILL NOT EXCEED THE GREATER OF (A) THE AMOUNTS YOU PAID TO GOOSE CABS FOR THE TRIP OR TRIPS GIVING RISE TO THE CLAIM IN THE THREE MONTHS BEFORE THE CLAIM AROSE, OR (B) ONE HUNDRED CANADIAN DOLLARS.
Nothing in these Terms excludes or limits liability for fraud or fraudulent misrepresentation, for death or personal injury caused by negligence, or for any other liability that cannot lawfully be excluded or limited. If you are a consumer, these limitations apply only to the extent permitted by applicable consumer protection legislation, and your statutory rights are unaffected.
These limitations reflect a reasonable allocation of risk and form an essential basis of the bargain between us.
Indemnity
You will defend, indemnify, and hold harmless Goose Cabs and its affiliates from and against claims, liabilities, damages, losses, and reasonable legal costs arising from your misuse of the Services, your breach of these Terms or of applicable law, your infringement of a third party's rights, or a dispute between you and a driver or operator, except to the extent caused by our proven negligence or wilful misconduct.
This obligation applies only to the extent permitted by applicable law, and does not apply to a consumer where such an obligation would be unenforceable.
Resolving disputes
Please contact support@goosecabs.ca first so that we can try to resolve the issue directly. Most issues are resolved quickly once we can look at the trip record.
If we cannot resolve a dispute informally within a reasonable period, either of us may pursue it through the courts.
These documents are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein, without regard to conflict-of-law rules. Courts in Alberta have exclusive jurisdiction, except where consumer protection law requires otherwise.
Nothing in these Terms prevents you from bringing a claim in small claims court, from filing a complaint with a regulator or privacy commissioner, or from exercising any right under consumer protection legislation that cannot be waived by agreement.
Any claim must be brought within the limitation period set by applicable law.
Changes, suspension, and termination
We may update these Terms by posting a revised version with a new effective date. Where a change is material we will give notice in the app or by email before it takes effect. Continued use after the effective date constitutes acceptance, except where the law requires your express consent.
If you do not accept a change, you may stop using the Services and close your account.
You may stop using the Services at any time and request account deletion, subject to the retention rules in the Privacy Policy and to settlement of amounts owed.
We may suspend or terminate access for breach of these Terms, for risk or safety reasons, where required by law, or if we discontinue the Services in your market. Where we discontinue a market we will give reasonable notice where practicable.
Provisions that by their nature should survive termination will survive, including payment obligations, intellectual property, disclaimers, limitation of liability, indemnity, and dispute resolution.
General
Entire agreement. These Terms, together with the Privacy Policy, the Cancellation and Waiting Policy, and, for drivers, the Driver Terms, form the entire agreement between you and Goose Cabs regarding the Services, and supersede prior agreements on that subject.
Severability. If a provision is found unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions continue in full force.
No waiver. A failure to enforce a provision is not a waiver of the right to enforce it later.
Assignment. You may not assign or transfer these Terms without our written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition, financing, or sale of assets.
Force majeure. Neither party is liable for a failure to perform caused by an event beyond its reasonable control, including severe weather, natural disaster, public health emergency, labour disruption, network or utility failure, or government action.
Notices. We may give notice by email to the address on your account, by in-app message, or by posting on the website. You may give notice to us at the contact address below. Notice is effective when sent.
No agency. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Goose Cabs.
Language. The parties have requested that these Terms and all related documents be drawn up in English. Les parties ont demandé que les présentes conditions et tous les documents connexes soient rédigés en anglais.
Contact
General questions and support: support@goosecabs.ca.
Privacy requests: support@goosecabs.ca, with the subject line “Privacy request”.
Driver matters: support@goosecabs.ca. Franchise partners: partners@goosecabs.ca.