We encourage users to keep the number of cancellations to a minimum. Excessive cancellations are wasteful. If the cancellation is unavoidable, remember to call us as soon as possible if you are not going to use your ride.
Your considerations will free up this space for another passenger who is on the waiting list.

To cancel a trip Call Us: 905-529-1717 and Press 7

Late Cancellation & No Show Policy

If you have booked a DARTS trip you should cancel your trip by 4:30 pm the day before your trip is booked for, by calling DARTS at   905-529-1717 and Pressing 1. Late cancellations, cancellations at door, and no shows reduce the ability of the service to reassign unused trips to others who may need them.

• A late cancellation occurs when a customer cancels later than 4:30 pm the day before the trip was booked. 
• A no show occurs when a customer is not present at their pickup location during the pickup window (15 minutes before and 15 minutes after your scheduled pickup time). 
• A cancellation at door occurs when a trip is cancelled by the customer after the vehicle has already arrived at the pickup location. 

ATS has a policy to prevent people from misusing the service by frequently cancelling late or not being available at time of pickup. Under this policy, points are assigned: 

• No Show two (2) points;
• Cancellation at Door two (2) points; and
• Late Cancellation one (1) point. 

If you accumulate a total of seven (7) points in a calendar month, you will be in violation of the policy: 

• After the first violation in a twelve (12) month period, you will be mailed an education letter. 
• After the second violation in a twelve (12) month period, you will be mailed a warning letter. 
• After the third violation in a twelve (12) month period, your service will be suspended for three (3) days. 
• After the fourth violation in a twelve (12) month period, your service will be suspended for ten (10) days. 
• After the five or more violations in a twelve (12) month period, your service will be suspended for thirty (30) days. 

There is an appeal process available for policy violations and for suspensions, and information on how to appeal is included in any letter of notice that is sent to a customer under the policy. 

Any no shows, cancellations at door, or late cancellations due to circumstances beyond the reasonable control of the customer may not be counted as a policy violation. Examples of such circumstances include unplanned medical emergencies or illness, or breakdown of a personal mobility device. 

Other circumstances beyond customer control will not be counted as part of a policy violation, including the arrival of DARTS more than 15 minutes past the scheduled pickup time, the failure of DARTS to provide a scheduled trip, or cancellation of service due to weather conditions or other service disruption.