Terms of use

Online Transactions

By accessing and using the Intercar website (“Intercar”) to make an online purchase, you agree to be bound by and comply with the terms of use described in this agreement, and you confirm that you are of legal age to accept and be bound by these terms of use. Please read them carefully, particularly Intercar’s terms and conditions relating to contracts and purchase confirmations, any additional fees that may be payable, disclaimers of liability and warranties, and the refund policy for a transport ticket. Please contact an Intercar representative if you have any questions regarding these terms and conditions. If you do not agree to be bound to these terms and conditions, you may not use the site’s services for any purpose.

Intercar may modify, alter or otherwise update the terms of use applicable to this website at any time without notice or liability to you or any other person, and you agree to be bound by the terms of use in effect at the time you access the Intercar website. It is your responsibility to always check the terms of use before using this website.

Online Purchasing

Advertisements on the website are invitations to offer to purchase the services advertised on the website, not offers to sell.

To purchase a ticket online, you must have a valid email address and the necessary printing equipment if you wish to print your ticket. An electronic or valid paper ticket with a readable 2D barcode (QR code) is mandatory for boarding.

Please note that the ticket is valid only for the person in whose name it was issued and for the trip time, date, departure point, and destination as indicated on the ticket. Once your transaction has been completed, an email confirmation will be sent to you. It is, therefore, important that the email address you use to register for your user account is valid. Intercar reserves the right to refuse transportation to any passenger who has obtained a ticket without complying with the regulations, rates and notices specified by Intercar or with applicable laws.

Intercar reserves the right to cancel any internet order or electronic ticket at any time without prior notice, whether or not the order has been confirmed and charged to your credit card. In the event that your order is cancelled after payment has been charged to your credit card, Intercar will refund the amount charged.

Contract and Purchase Confirmation

Intercar considers your ticket to be valid when you have paid for it in full and once the purchase confirmation has been sent to you. These purchases are not binding before Intercar has accepted them. Your order will not be accepted by Intercar until you receive a purchase confirmation by email.

Any discrepancy between the order placed by the customer and the confirmation sent to him must be reported to Intercar within 48 hours of the confirmation email being sent and before the scheduled date and time of travel. Otherwise, the confirmation details will be considered accurate and override any other document.

Once your purchase is confirmed, Intercar will send you a confirmation within one hour of your purchase. If you have not received this confirmation within one hour of your purchase, do not hesitate to contact Intercar to verify your purchase has been completed. Customer service can be reached toll-free at 1-800-806-2167 (option #1) or by email at info@intercar.ca.

Payment and Currency

To complete your transaction, you must pay the total amount. Payment by credit card is the only available method for online purchases. Payment must be made by VISA or MasterCard.

All payments must be made in Canadian currency or, when applicable, in the currencies indicated in our brochures, on our website or as specified by our representatives. Intercar reserves the right to accept, at its discretion, payments in currencies other than those indicated.

All coupons, promotional codes and all forms of discounts offered by Intercar apply to the price before taxes.

Promotional Codes

Intercar regularly offers promotions to its customers and posts them on its website and social network accounts. The discounts offered by Intercar can be used as a promotional code when purchasing a ticket on its website for travel within its intercity network. For interline travel, the discount offered by a promotion only applies to the Intercar portion.

A promotional code is not redeemable for cash and cannot be combined with any other offer or promotional code. You may use up to one promotional code at a time; each code is limited to one passenger per order. Intercar reserves the right to restrict the number of codes available during a promotion. No money (change) will be given back even if the value of the ticket is less than the value of the discount. Unless otherwise specified, tickets purchased with a promotional code cannot be modified, exchanged, or refunded.

Refunds and Ticket Modifications

Refunds for a Ticket Purchased Online or at a Point of Sale

Valid tickets (tickets for which the travel date and time have not yet passed) are refundable under the following conditions:

• Tickets are refundable by contacting our customer service department toll-free at 1-800-806-2167. A request can also be made by email during business hours at info@intercar.ca or directly by filling out our online refund form.

• The refund amount will be the equivalent of the original value of the unused tickets or portions of unused tickets, less a 25% administration fee.

• No refund request will be accepted for a ticket for which the travel date and time have passed.

• Any valid tickets (tickets for which the travel date and time have not passed) may be refunded if a request is made to Customer Service before the ticket expires.

• No refunds will be given on prepaid tickets at one of our various points of sale.

• Refund conditions applicable to tickets bought on sale or sold as part of a promotion may differ.

Modifications for a Ticket Purchased Online or at a Point of Sale

Tickets purchased online or at one of our various points of sale may be modified free of charge under the following conditions:

• Valid tickets (tickets for which the travel date and time have not yet passed) can be modified by contacting our Customer Service Department toll-free at 1-800-806-2167. A request can also be made by email during business hours at info@intercar.ca.

• Only departure dates and times can be changed. Any other change request (place of departure, place of destination, or passenger’s name) will be refunded according to the conditions set out above, and new tickets must be purchased.

• All tickets must be modified before the scheduled date and time of departure. No changes can be made to an expired ticket (departure date and time have passed).

• The price and terms of use of new tickets (the modified ticket) may differ from those of the tickets initially purchased.

• Modification conditions applicable to tickets sold on sale or as part of a promotion may differ.

Lost or Damaged Tickets

• An electronic ticket can always be reprinted from the confirmation email received by the customer or at one of our Intercar network terminals equipped with our electronic ticketing system.

Discount Coupons and Promotional Codes

Discount coupons or promotional codes of various values may be used when purchasing a ticket for transportation on Intercar’s network. They are not redeemable for cash and cannot be combined with any other promotional offer. You may not use more than one discount coupon or promotional code at a time. No money (change) will be returned to the customer even if the value of the ticket is less than the value of the discount coupon. Tickets purchased with a discount coupon or promotional code cannot be modified or refunded.

Boarding and Travel

Boarding

All passengers must present a valid photo ID with their ticket when boarding.

If the customer holds an electronic ticket sold by one of our new point-of-sale systems, the name displayed on the ticket will have to match the name displayed on the passenger list that the driver has on his device (scanner).

A Child Travelling Alone

A child between the ages of 8 and 12 years inclusively may travel alone provided that they present their ticket with the document referred to as the “Child Travelling Alone Document” (Document pour enfant voyageant seul), which is available only at the terminal. The child’s parent must arrive at the terminal with the child at least 30 minutes before departure.

The sale of a ticket for a child travelling alone is not possible via our website and must be made directly at the terminal.

To benefit from the reduced fare for children aged 12 and under, proof of age will be required when boarding.
For the child’s safety, the following conditions must be respected:

• It is not possible to board or leave children travelling alone in cities where Intercar does not have a ticket office and boarding/disembarkation point.

• Connections outside of the Intercar network are not possible.

• No overnight travel, in whole or in part, is permitted. Children must arrive at their destination by 11:00 p.m. at the latest.

• The disembarkation point (arrival agency/terminal) must be open when the child arrives.

• Children may not travel alone when departures are “conditional.”

Animals

Pets are not allowed on our coaches. Pets are not permitted on our coaches. However, guide dogs and assistance dogs trained to meet the needs of disabled people are exceptions: they meet essential needs, so they always have a place with us.

Internet Service (Wi-Fi) on Board

An internet connection is offered free of charge in many coaches on our intercity network, but not in all vehicles. We can, therefore, not guarantee this service for travel on certain routes, particularly due to the weak signal of the cellular network served by our telecommunications provider.

To ensure an adequate level of Wi-Fi service performance for all users, access to video streaming sites is not permitted. Any other activity that requires excessive bandwidth usage is limited. In addition, access to websites whose content may be deemed offensive or illegal is blocked by our security systems.

Please note that the internet service on Intercar buses is provided as is and without warranty. Intercar is not responsible for the consequences associated with interruption of service or damage resulting from access to or use of the Wi-Fi, including any damage caused or viruses that may infect your device(s).

“Conditional” Departures

During inclement weather conditions (snowstorms, ice storms, etc.), Intercar’s dispatching centre may issue “conditional” departure notices. The fact that these departures are subject to conditions, there will be an impact on the level of customer service, including, among other things:

• Children cannot travel alone.

• Delays of various extents are expected, and connections may be missed.

• It is possible that, for safety reasons, the trip may be interrupted en route. We recommend that you have cash or other means of payment to cover additional expenses.

• When departures are subject to conditions, Intercar does not offer any compensation to customers who incur expenses such as meals, accommodation, missed connections, etc., as the customer has chosen to travel at “their own risk.”

• Under such conditions, schedule changes and transfers to other departures in the event of cancellation are not subject to the above restrictions.

• If you choose not to travel, the refund terms apply.

Right of Refusal

Intercar reserves the right to refuse boarding to anyone whose behaviour, language, or level of intoxication (alcohol, drugs, etc.) could be a nuisance to other customers or a threat to the safety of the driver and/or other passengers.

Baggage

Baggage—Limits and Additional Charges

Each passenger is entitled to two (2) suitcases and one (1) carry-on bag. Carry-on luggage must fit in the luggage racks above the seats inside the coach—carry-on luggage may not be placed on a seat or in the aisle. All baggage must be identified. The customer is responsible for the transfer of their baggage.

Baggage Maximum Weight and Dimensions

Baggage maximum weight and dimensions
No piece of baggage may exceed 34 kg (75 lb) or have dimensions exceeding 60 cm × 60 cm × 90 cm (2 ft × 2 ft × 3 ft) or 0.30 m³ (12 ft³).

Extra Baggage; 3rd and 4th Bags

• Two additional bags are permitted upon payment of an additional fee of $30 per bag for a one-way ticket and $60 for a round-trip ticket; taxes are also applicable. If a customer purchases a round-trip ticket, they must pay the extra baggage fee for both the outbound and return trips.

• If the number of bags on the return trip is less than on the outbound trip, a refund is not possible. If the customer has more baggage on the return leg than the outbound leg, they must pay the excess, i.e., $30 per bag (plus taxes).

Extra Baggage; 5th Bag and More

The EXPEDIBUS courier services must handle any additional baggage. The price charged will be based on the weight and destination of the baggage, whether or not it travels on the same coach as the passenger.

Strollers and Baby Car Seats

These two items are not considered pieces of baggage. Therefore, the parent is entitled to two pieces of luggage, one carry-on bag, in addition to the stroller/car seat.

Conditions for “On Demand” Stops

The coach’s luggage compartments only open when stopping at an Intercar terminus. The compartments cannot be opened at “on-demand” stops. Passengers who have to disembark at a requested “on demand” stop must have their luggage with them on board the coach. If the passenger travels with a bag that cannot be carried on board the vehicle, which must be placed in the baggage compartment, the passenger must disembark at the next terminal closest to the requested stop.

It is best to advise the driver BEFORE boarding the coach that there will be disembarkation at a stop “on demand.”

Damaged Baggage Claims

All claims must be sent by email to info@intercar.ca and must be accompanied by all supporting documents.

Bicycles

It is possible to travel with your bicycle or to ship it by courier service. The following conditions and fees apply:

• You must bring your bike to the courier, disassemble and pack it.

• Boxes are available for sale at our terminals. Customers with folding bicycles can have them transported in their special transport bag designed for this purpose.

• Transportation costs will be charged regardless of whether the customer travels on the same coach as his bicycle.

• The representative must complete a bill of lading and offer insurance to the customer (maximum value $1,000).

• In the case of connections on our network or interconnections with another carrier, the bicycle will pass through the courier service, and the driver will take care of transferring it.

We will do our best to place the bicycle on the bus on which its owner is travelling. However, it is possible that due to a lack of space on board the vehicle, the bicycle may be placed on another vehicle and/or on a later departure.