Frequently Asked Questions

You can book through our online booking form at averion.ca, or by calling us directly at (778) 253-6142. Online booking is available 24/7. For same-day or next-day rides, we recommend calling to confirm availability.

We recommend booking at least 24 hours in advance to guarantee availability, especially for medical appointments and wheelchair-accessible rides. For recurring rides (dialysis, chemotherapy, etc.) we can arrange a standing booking schedule so you never need to call each time.

Absolutely. Families and caregivers can book rides for a passenger and receive booking confirmations and ride updates. When booking on behalf of someone else, simply enter the passenger's name and mobility needs in the booking form. You'll receive all notifications by default.

We currently serve Metro Vancouver, BC, including Vancouver, Surrey, Burnaby, Richmond, Coquitlam, Langley, Delta, Abbotsford, and surrounding municipalities. We are expanding continuously — call us to confirm coverage for your specific location.

Cancellations made at least 2 hours before your scheduled pickup are free of charge. Cancellations within 2 hours incur a $25 fee. If you're a no-show (driver arrives and waits 10+ minutes), the full fare applies. Medical emergencies are handled on a compassionate, case-by-case basis — please call us.

Our base fare is $65 CAD for the first 15 km, plus $2.00/km after that. Wheelchair-accessible vehicles carry a flat $15 accessibility fee. All prices include GST (5%) and PST (7%). You can get an estimate using the fare calculator on our homepage before you book.

Yes — you can book a return trip in a single booking. The return leg is priced the same as the outbound leg based on distance. For regular round trips (weekly or monthly), we may offer bundled pricing — contact us to discuss a standing booking arrangement.

No hidden fees. Your quote includes the base fare, distance, and any applicable accessibility fee. If extended waiting is required (such as waiting during a medical appointment), this is arranged at the time of booking and disclosed upfront. A full receipt is provided after every ride.

Yes. We have wheelchair-accessible vehicles equipped with ramps and certified tie-downs for manual and power wheelchairs, walkers, and mobility scooters. Select your mobility aid type when booking and we will match you with the right vehicle.

Our drivers offer true door-to-door service — they will come to your door, assist you to the vehicle, and escort you to the entrance at your destination. Drivers can assist with opening doors, steadying you on stairs, and handling mobility aids like walkers or foldable wheelchairs. Drivers are not permitted to physically lift passengers; if lifting is required, a caregiver or support person should accompany the passenger.

Yes. A companion, family member, or caregiver is welcome to travel with you at no additional cost (within vehicle capacity). This is encouraged for passengers with cognitive conditions or complex mobility needs. Let us know when booking so we can ensure the right vehicle is available.

Every Averion driver is held to the Averion Verified Driver Standard — a much higher bar than any standard rideshare platform. This includes a Class 4 unrestricted licence, criminal record and vulnerable sector checks, First Aid and BLS certification, Senior Safety Certification, and a third-party vehicle inspection. Regular rideshare drivers typically require only a standard Class 5 licence. Read our full safety standards →

Averion drivers are independent contractors who are connected to passengers through the Averion platform. Although they are not employees of Averion, every driver must meet and maintain the Averion Verified Driver Standard as a condition of participating on the platform. We take full responsibility for vetting and monitoring all drivers.

We're always looking for compassionate, qualified drivers to join our team. Visit our Drivers page to learn about the requirements and apply. You'll need a Class 4 licence, clean criminal and VSC check, First Aid/BLS certification, and Senior Safety Certification (we can guide you through this).

All Averion drivers hold First Aid and BLS (Basic Life Support) certification. In a medical emergency, your driver will call 911 immediately, provide appropriate first aid support, and contact your emergency contact (if provided at booking). Drivers carry a first aid kit in every vehicle. Averion drivers are trained to stay calm and act appropriately — they are not healthcare professionals, but they are prepared.

Yes. All Averion drivers are required to carry appropriate personal and commercial insurance compatible with passenger transportation for hire. All vehicles are also inspected for safety compliance as part of the Averion Verified Driver Standard. Averion maintains platform-level liability coverage consistent with regulatory requirements.

Payment is made securely online at the time of booking through Stripe. We accept all major credit and debit cards (Visa, Mastercard, Amex). A full receipt is emailed to you after your ride is completed. We do not store full card numbers.

Yes. You'll receive a detailed email receipt after every ride showing the trip details, fare breakdown, and taxes. This receipt can be used for insurance claims, medical expense reimbursements, or income tax purposes. If you need a specific format or an itemized invoice for your records, please contact us at info@averion.ca.

If a ride is cancelled more than 2 hours in advance, you receive a full refund. If Averion is unable to fulfill a confirmed booking due to driver unavailability or a system error, you will receive a 100% refund and we will do our best to arrange alternative transportation. For cancellations within 2 hours, a $25 fee applies. Contact us at info@averion.ca for any billing disputes.