Terms & Conditions

Last updated: August 25, 2026

1. Contract and Ticket Validity

By purchasing a ticket, the customer enters into a transportation contract with Falcon Transportation Solutions Ltd.

Tickets are valid only for the specific date, departure time, route, pickup location, drop-off location, passenger, seat selection, and fare type chosen at the time of purchase.

Customers are responsible for reviewing all booking details before completing payment, including passenger name, travel date, route, pickup stop, drop-off stop, time, seat, fare type, and contact information.

Before completing payment, customers are responsible for reviewing the information displayed in the booking and checkout process and correcting any errors that can be corrected before purchase.

Booking confirmations, ticket details, QR codes, receipts, service notices, and travel information may be sent by email, website, customer account, app, SMS, or other communication methods used by Falcon.

2. Final Sale Tickets

All scheduled passenger tickets are:

• Non-refundable
• Non-changeable
• Non-transferable
• Valid only for the selected trip and fare type

Falcon operates scheduled passenger transportation with limited vehicle capacity and assigned seats. When a passenger purchases a ticket, that seat is reserved for the selected trip and may no longer be available to other customers.

Because each vehicle has limited seats and trips are planned based on confirmed bookings, cancellations, missed trips, late changes, incorrect selections, or last-minute requests can prevent Falcon from reselling that seat or operating efficiently.

For this reason, tickets are final sale unless Falcon cancels the trip for operational or safety reasons, Falcon approves a rare discretionary exception, or a refund is required by law.

Student Fare tickets remain final sale and are additionally subject to the Student Fare eligibility and identification requirements in Section 2A below.

2A. Student Fare Eligibility, Identification, and Boarding

A Student Fare passenger who cannot provide valid student ID may not simply pay the fare difference at boarding to convert the Student Fare ticket into a Regular Fare ticket. The passenger must have a valid ticket and satisfy the fare conditions applicable to that ticket before boarding.

Producing student ID after the vehicle has departed does not create a right to a refund, credit, transfer, or retroactive approval of the Student Fare.

Falcon is not required to release, resell, or otherwise reassign the seat because a Student Fare passenger is refused boarding for failing to provide valid student ID.

A refusal of boarding under this Section is not a cancellation of the trip by Falcon. It is a refusal of travel because the passenger did not satisfy the eligibility condition attached to the discounted fare. The Falcon Trip Cancellation provisions in Section 3 therefore do not apply to that refusal.

If Falcon determines that a Student Fare verification decision was made in error, Falcon may review the matter and provide any remedy it considers appropriate or that is required by law. Nothing in this Section limits rights that cannot legally be waived.

3. Falcon Trip Cancellations

This includes situations where Falcon determines that the trip cannot safely or reasonably operate because of unsafe weather, road closures, road conditions, vehicle issues, staffing limitations, safety concerns, or other operational reasons.

A passenger-specific refusal of boarding because the passenger does not satisfy ticket, fare, identification, conduct, baggage, safety, or other eligibility requirements is not an entire-trip cancellation by Falcon and does not create the refund rights described in this Section.

Falcon is not responsible for additional costs caused by a trip cancellation, including hotel costs, taxi or rideshare costs, missed appointments, missed work, missed connections, lost wages, or other indirect or consequential losses.

4. Customer Cancellations, Changes, and No-Shows

If a customer chooses not to travel, cannot attend, changes plans, books the wrong trip, arrives late, misses the departure, or no longer needs the service, the ticket remains final sale.

Passengers should arrive at the designated pickup location at least 10 minutes before the scheduled departure time.

Falcon vehicles cannot wait for late passengers. If a passenger is not present, not ready to board, or fails to board before departure, the passenger will be treated as a no-show.

No-shows are not eligible for refunds, credits, transfers, rescheduling, or alternative transportation.

Falcon may review change, transfer, or exception requests made before departure in rare situations. Approval is not guaranteed and is entirely discretionary.

5. Payment, Fraud Prevention, and Chargebacks

Tickets must be paid in full at the time of purchase using an authorized payment method.

Falcon may use WooCommerce, WooPayments, Clover, and related payment or checkout service providers to process payments.

If a ticket is purchased using a fraudulent, stolen, unauthorized, disputed, or reversed payment method, Falcon may cancel the ticket without refund, deny boarding, refuse future bookings, and take appropriate legal or operational action.

Customers remain responsible for chargebacks, reversed payments, payment disputes, and related costs caused by unauthorized or improper payment activity, to the extent permitted by law.

6. Prohibited Booking Practices

The following booking practices are prohibited:

• Creating false, duplicate, fake, or illogical reservations
• Using another person’s identity, email, phone number, ticket, QR code, student eligibility, student ID, or payment method without permission
• Booking travel without the genuine intention to complete the journey
• Attempting to bypass seat limits, fare eligibility requirements, ticket rules, payment rules, or passenger rules
• Sharing, copying, selling, transferring, or misusing a ticket or QR code
• Misrepresenting eligibility for a discounted fare, including Student Fare

Violation of these rules may result in cancellation without refund, denial of boarding, removal from service, refusal of future bookings, or legal action where appropriate.

7. QR Tickets, PDF Tickets, and Check-In

Falcon may issue tickets through email, PDF, QR code, website, app, or customer account features. Passengers are responsible for keeping ticket links, PDF tickets, QR codes, and booking confirmations secure.

Sharing your ticket or QR code with another person may allow that person to access or attempt to use your ticket. Falcon is not responsible for ticket misuse caused by a passenger sharing or exposing ticket information.

Falcon may use passenger lists, driver tools, check-in tools, QR scanners, fare-status indicators, and administrative systems to verify tickets, manage boarding, confirm Student Fare eligibility outcomes, and prevent duplicate or invalid ticket use.

8. Boarding Requirements

Passengers must be at the correct pickup location and ready to board at least 10 minutes before departure.

Passengers may be required to show their ticket, QR code, booking confirmation, name, or other information reasonably required to verify the booking.

Passengers travelling on a Student Fare must also present a valid current student ID when requested. Failure to provide valid student ID is governed by Section 2A and will result in refusal of boarding under that discounted ticket.

Falcon vehicles cannot wait for late passengers. Departure times are scheduled for the benefit of all passengers and route reliability.

9. Passenger Conduct and Safety

Passengers must follow all reasonable instructions from Falcon drivers, staff, and authorized representatives.

All passengers must wear seat belts at all times while seated in the vehicle.

The following conduct is prohibited:

• Aggressive, threatening, abusive, harassing, unsafe, or disruptive behaviour
• Refusing driver or staff instructions
• Boarding while intoxicated or under the influence of illegal drugs
• Smoking, vaping, or using e-cigarettes in or near the vehicle where prohibited
• Playing loud music, creating disturbances, or interfering with other passengers
• Damaging, misusing, or interfering with Falcon vehicles, equipment, seats, doors, cameras, safety systems, or property
• Creating a hygiene, health, safety, or comfort concern for passengers or staff
• Carrying prohibited, unsafe, illegal, hazardous, leaking, or unsuitable items

Violation of passenger conduct or safety rules may result in denial of boarding, removal from the vehicle, cancellation of the ticket without refund, refusal of future service, and legal or enforcement action where appropriate.

10. Refusal of Service or Removal for Cause

Falcon may deny boarding or remove a passenger from a vehicle if Falcon determines, in its reasonable judgment, that the passenger may create a safety, security, legal, hygiene, operational, or comfort risk; violates these Terms & Conditions; does not hold a valid ticket; or fails to satisfy a fare-specific eligibility or identification requirement.

If a passenger is refused service or removed for cause, including failure to provide required Student Fare identification, no refund, credit, transfer, rescheduling, fare adjustment, or alternative transportation will be provided, except where required by law.

11. Baggage Allowance

Each passenger may bring one small carry-on bag or backpack, up to 25 lb / 11 kg, subject to available space.

Baggage must be safe to store in the vehicle and must not block aisles, exits, seats, driver visibility, passenger comfort, or safety equipment.

Oversized, excess, unsafe, leaking, hazardous, improperly packed, or unsuitable baggage may be refused. If a passenger cannot travel because their baggage does not comply with Falcon’s baggage rules or cannot be safely accommodated, the ticket remains final sale and no refund, transfer, or alternative transportation is guaranteed.

Falcon is not responsible for lost, damaged, or stolen personal items or baggage, except to the extent responsibility cannot be excluded by law. Passengers should keep valuables, electronics, documents, medication, and important items with them at all times where safe and practical.

12. Pets and Service Animals

Pets are not permitted on Falcon vehicles unless Falcon has given written permission or unless required by applicable law.

This policy does not apply to service animals accompanying a person with a disability where access is required by applicable law. Passengers travelling with a service animal may be required to comply with reasonable safety, identification, space, and conduct requirements permitted by law.

13. Food and Drink

Passengers may bring non-alcoholic beverages in spill-proof containers and small, odorless snacks.

Hot, messy, strong-smelling, alcoholic, or disruptive food and drink items are not permitted. Passengers are responsible for keeping their area clean and may be responsible for reasonable cleaning or damage costs caused by spills, stains, or mess.

14. Children and Minor Passengers

Travel by infants and young children is subject to applicable law, the type of vehicle used, available seating, and any child-restraint or safety requirements that apply to that trip. Parents or guardians should contact Falcon before booking if they are unsure whether a child can be safely and lawfully accommodated.

Where Falcon confirms that an infant or child may travel without a separately purchased passenger seat, that approval remains subject to applicable law and safety requirements. Where an approved child safety seat is required or used, the passenger or guardian is responsible for supplying and properly installing it unless Falcon agrees otherwise in writing.

Minors aged 12 to 16 may travel alone only with written parental or guardian consent provided to Falcon before the trip. Falcon may refuse travel where required information, consent, or safety conditions are not satisfied.

Parents, guardians, and responsible adults are responsible for the conduct, safety, and supervision of children travelling with them.

15. Passenger Health and Fitness to Travel

Passengers are responsible for ensuring they are medically fit and healthy enough to travel for the duration of the trip.

Falcon may deny boarding to any passenger who appears acutely unwell, may pose a contagious health risk, may require medical assistance Falcon cannot provide, or may create a safety risk for themselves, other passengers, or staff, subject to applicable human-rights and other legal requirements.

Falcon is not responsible for health complications, medical emergencies, or losses arising from a passenger’s pre-existing condition or failure to assess their own fitness to travel, except where responsibility cannot be excluded by law.

16. Delays, Route Changes, and Force Majeure

Falcon may adjust, delay, reroute, combine, substitute, suspend, or cancel services due to operational needs, safety concerns, weather, road conditions, traffic incidents, vehicle issues, staffing limitations, government orders, emergencies, or other circumstances beyond Falcon’s reasonable control.

Falcon is not responsible or liable for delays, interruptions, route changes, or cancellations caused by events beyond Falcon’s reasonable control, including severe weather, unsafe road conditions, road closures, accidents, traffic incidents, natural disasters, power or internet outages, strikes, pandemics, public emergencies, government actions, or other force majeure events, except where responsibility cannot legally be excluded.

If Falcon cancels a trip because travel is unsafe or the service cannot reasonably operate, Falcon may offer a refund or transfer as described in the Refund & Cancellation Policy.

17. Partial Travel, Early Exit, and Unused Portions

If a passenger chooses to travel only part of the route, exits early, declines to continue, misses a return trip, or decides not to use one portion of a booked trip, no partial refund, credit, or price adjustment will be provided, except where required by law.

18. Private Group Booking and Vehicle Rental With Driver

Private group transportation, charter-style trips, special services, and vehicle rental with driver may have separate written deposit, payment, cancellation, refund, timing, overtime, cleaning, damage, and service terms.

If separate written terms are provided for a private booking or rental-with-driver service, those separate terms will apply to that service.

19. Vehicle Video and Audio Recording

By entering or travelling in a Falcon vehicle, passengers acknowledge that recording may occur for safety, security, incident review, driver and passenger protection, insurance, legal, and operational purposes, subject to applicable privacy law.

Recordings are not used for public marketing or promotional purposes without consent. Use of personal information and recordings is described further in Falcon’s Privacy Policy.

20. Privacy and Customer Information

Falcon collects, uses, discloses, protects, and retains personal information as described in its Privacy Policy.

By booking a ride, using a ticket, contacting Falcon, submitting feedback, using customer features, or travelling with Falcon, passengers acknowledge that Falcon may use passenger information for booking, ticketing, payment, check-in, fare eligibility verification, safety, customer support, fraud prevention, communications, service operation, legal, insurance, dispute handling, and record-keeping purposes, subject to applicable law.

For Student Fare verification, Falcon may record whether the passenger successfully completed Student Check-In or was marked No Valid Student ID. Falcon does not ordinarily need to retain a photograph, copy, student number, or other detailed information from the student ID merely to record the verification result.

21. Communications

By providing contact information, passengers agree that Falcon may contact them about bookings, tickets, payment, route details, pickup/drop-off information, schedule changes, delays, cancellations, customer support, safety issues, emergencies, and other service-related matters.

If Falcon sends promotional or marketing messages in the future, Falcon will do so where permitted by law and will provide required identification and unsubscribe options.

22. Public Reviews and Feedback

Passenger feedback may be used internally to improve Falcon’s services.

If a passenger gives permission for public display of a review, Falcon may publish limited review information, such as first name, rating, route/topic, review text, and general service experience. Falcon will not intentionally publish private contact details, order numbers, ticket numbers, QR codes, student ID information, or other sensitive identification details as part of a public review.

23. Limitation of Responsibility

Falcon’s responsibility for passenger transportation generally begins when the passenger boards the Falcon vehicle for the scheduled service and ends when the passenger exits the vehicle at the selected destination or agreed drop-off point.

Falcon is not responsible for losses, injuries, delays, missed appointments, missed work, missed connections, transportation to or from pickup/drop-off locations, personal costs, indirect losses, or consequential damages outside Falcon’s direct control, except where liability cannot be limited by law.

24. Claims and Incident Reporting

Any claim, complaint, safety concern, baggage issue, ticket issue, Student Fare verification dispute, or incident should be reported to Falcon as soon as possible.

Falcon may request passenger name, order number, ticket number, travel date, route, pickup/drop-off location, description of the issue, photos, screenshots, or supporting information reasonably necessary to review the matter.

Delay in reporting an issue may limit Falcon’s ability to investigate or respond.

25. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of the Province of Alberta and the applicable federal laws of Canada.

Subject to any rights that cannot be waived under applicable law, the parties agree that any legal action or proceeding related to Falcon services shall be brought in the courts of Alberta.

Nothing in these Terms & Conditions is intended to waive, release, restrict, or exclude a consumer right, remedy, protection, or liability that cannot legally be waived, released, restricted, or excluded.

26. Severability

If any part of these Terms & Conditions is found to be invalid, unlawful, or unenforceable, that part will be severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

27. Entire Agreement

These Terms & Conditions, together with Falcon’s Refund & Cancellation Policy, Privacy Policy, booking instructions, fare-specific notices and acknowledgements, and any written terms provided for a specific service, form the agreement between the passenger and Falcon for the applicable service.

If a passenger selects a Student Fare, the Student Fare notice and required acknowledgement shown during booking form part of the ticket conditions for that passenger.

28. Changes to These Terms

Falcon may update these Terms & Conditions from time to time. The updated version will be posted on this page with a revised “Last updated” date.

The terms in effect at the time of purchase generally apply to that ticket, unless a change is required by law or is more favourable to the passenger.