Last updated: July 18, 2026
1. Acceptance
By creating an account and using the Vayo application, you agree to be bound by these terms of use. You confirm that you are at least 18 years old. If you do not agree, you must not use our services.
2. Description of the service
Vayo operates a technology platform acting as a dispatcher (répartiteur) within the meaning of Quebec’s Act respecting remunerated passenger transportation by automobile. Vayo connects users seeking transportation with independent drivers, who are not employees of Vayo. Vayo does not provide direct transportation services. A 4-digit boarding PIN is provided at the start of each trip to secure the pickup.
2.1. On-demand trips via the platform (dynamic pricing)
Trips booked through the Vayo platform are ‘on-demand trips through a transportation system’ within the meaning of Quebec’s Act respecting remunerated passenger transportation by automobile (LCTRPA, formerly Bill 17). The fare is calculated by Vayo’s pricing algorithm and communicated to the passenger before the trip starts. A taximeter is not required for trips initiated through Vayo, and the tariffs set by the Commission des transports du Québec (CTQ) for hailed trips or trips taken at a taxi stand do not apply. By confirming a trip, you acknowledge that you have reviewed and accepted the displayed fare before the trip begins.
3. Account creation
You must be at least 18 years old to create an account. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account.
4. Payments and pricing
Trip fare: the amount shown at confirmation covers your booked trip. Once you are on board, this fare does not increase due to traffic or actual trip duration. Pickup wait time: if the driver is on site and you board after the free grace period (5 minutes for on-demand trips, 10 minutes for scheduled trips), a wait supplement of $0.40 per minute before tax (plus applicable taxes) is added to the trip fare, calculated from driver arrival (or the scheduled pickup time) until you board. The estimated fare is shown before you confirm a trip. Government fee: a fee of $0.90 (or $1.05 including applicable taxes) is collected on each trip and remitted to the Government of Quebec as required by law. This amount is included in the displayed fare. Loyalty program: Vayo may offer a credit or loyalty points program, the terms of which are detailed in the application. Preauthorization and capture: when you confirm a booking, a preauthorization hold of the total displayed amount is placed on your card via Stripe. The final payment is captured only at the end of the trip, or when cancellation or wait fees apply. Payments are processed automatically using the payment method on file. The trip fare may also be recalculated if you change the destination or add a stop during the ride. Payments are generally final and non-refundable except where required by applicable Quebec consumer protection law.
5. Cancellation, wait and no-show policy
Free boarding wait: on-demand — 5 minutes; scheduled — 10 minutes from the agreed pickup time. After that grace period, if you still board, $0.40/min before tax (plus taxes) applies until boarding. On-demand — cancellation: you may cancel for free within 5 minutes of a driver being assigned; after that, a cancellation fee of $6.00 (before tax) will be charged. No-show (on-demand): the driver may declare a no-show after 5 minutes at the pickup point; separate compensation fees apply. Scheduled trips: specific cancellation and no-show rules apply; the driver may declare a no-show after 10 minutes past the agreed time. The fees displayed at booking or in the application apply in the event of late cancellation or no-show.
6. Refund policy
Since transportation services are performed at the time they are provided, the right of withdrawal under Quebec consumer protection law does not apply, in accordance with the exception for services fully performed before the end of the withdrawal period with the consumer's express consent. Amounts paid for completed trips are therefore non-refundable. The cancellation and no-show fees described in section 5 are the only cases where charges apply without a completed trip. If a trip is cancelled by the driver or by Vayo, you will receive a full refund. Changes to a trip accepted during the ride (destination change, stop addition) may result in a price adjustment or, if applicable, a partial refund if the new amount is lower than the original fare.
7. Code of conduct
You agree to treat drivers courteously, not to damage their vehicle, and to comply with all applicable laws during your trip. In case of emergency during a trip, passengers and drivers may use the integrated SOS alert feature in the application to contact appropriate emergency services.
8. Jurisdiction
These terms of service are governed by the laws of Quebec. Any dispute shall be subject to the exclusive jurisdiction of the courts of the judicial district of Quebec.