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Trip information

Ticket Refund and Exchange

Ticket refund

The portion of a ticket to be refunded must be totally  unused. By ”portion of a ticket”, we mean the whole one-way and/or the whole return of a  ticket.

Non-refundable ticket

Some tickets are non-refundable. Please refer to the conditions indicated on the ticket. Please note that if a ticket is non-refundable, it is not eligible for a credit either.

Refundable ticket

  • If the ticket is refundable and if the request is made before the departure time, you may choose between two types of refund under the following conditions:

– if the ticket was purchased through your client account, a credit equivalent to 100% of the value of the ticket or of the unused portion of the ticket can be credited to your client account
or
– a refund in Canadian dollars of 75% of the value of the ticket or of the unused portion of the ticket can be credited to the credit card that was used for the purchase.

  • How can I submit a refund request?

– online, by accessing your ticket via your user account (using the refund form)
– by contacting the Client Service Team (7 days a week) at 1 888 999-3977 (Toll Free)
– through our Contact Form

  • Once the departure time has passed, the ticket is considered expired, and therefore it is not eligible for a credit or a refund.
  • Conditions for exchange or refund of a discounted ticket or a ticket sold during a promotion can differ from the above-mentioned conditions.

Modifying your ticket

The portion of a ticket to be modified must be totally  unused. By ”portion of a ticket”, we mean the whole one-way and/or the whole return of a  ticket.

Non-exchangeable ticket

Some tickets are non-exchangeable. Please refer to the conditions indicated on the ticket.

Exchangeable ticket

Exchangeable tickets can be modified at no cost, before departure time according to the type of ticket it is. Certain conditions apply to the PROMO+ ticket, that is only exchangeable against a ticket of equal or lower value.

Un billet acheté en ligne peut être modifié sans frais avant l’heure du départ selon le type de billet. Certaines conditions s’appliquent au PROMO+ qui est modifiable seulement contre un billet de valeur égale ou moindre.

  • How can I modify my ticket?

– If you purchased the ticket through your client account, you can modify the date or time of your trip by accessing your account
– By contacting the Client Service Team (7 days a week) at 1 888 999-3977 (Toll Free)
– Through our Contact Form
– In person, by visiting an Orléans Express point of sale

  • Only the departure date and time can be changed.
  • In all cases, changing the name of the passenger is not permitted. In this case, the ticket purchased originally must be cancelled and refunded subject to the conditions described above and a new ticket must be purchased.

Lost or damaged tickets

  • An electronic ticket can always be reprinted from the confirmation email or by accessing your client account.
  • At an agency, an Orléans Express agent can reprint your ticket.

-The Client Service team can forward your ticket to your bus terminal where you can pick it up for free if you do not have access to your emails or a printer.

Discount coupons and promotion codes

Discount coupons of varying values can be used when purchasing tickets on the Orléans Express network. They cannot be redeemed or converted into cash, and cannot be combined with any other promotional fare or offer. Only one discount coupon can be used at a time. You will not receive change or credit, 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 and are not refundable.

Extra baggage fee

Please note that  Terms & conditions | Orléans Express the extra baggage fee is not eligible for a refund.

Rules on board

Boarding

When boarding, all passengers must present their ticket and a valid photo ID.

Right to Refuse

Orléans Express reserves the right to refuse a person from boarding or to access its agencies, if that individual’s behaviour, language or the level of intoxication (alcohol, drugs, etc.) are likely to offend passengers or Orléans Express representatives, or constitute a threat to the safety of the passengers, the driver or Orléans Express representatives. If the right to refuse is exercised during a trip, the remainder of the trip cannot be reimbursed and any ticket purchase is at the expense of the client.

Alcohol and Cigarettes

According to federal legislation, smoking and the alcohol consumption are prohibited on board of coaches.Orléans Express conciders electronic cigarettes (e-cigarettes) alongside conventional cigarette. Therefore, it is forbidden to smoke electronic cigarette on board of coaches. For everyone’s comfort and safety, we reserve the right to refuse an inebriated individual from boarding the coach.

Food

Out of respect for our passengers, we reserve the right to refuse strong smelling food on board (especially hot meals).

Wi-Fi Service

Designed for roaming purposes, our complimentary wireless Internet service means all passengers on board share bandwidth.  The higher the number of users the more likely demand for bandwidth is greater.  Therefore, to ensure reliable service and adequate performance for all Wi-Fi users, we reserve the right to deny access to certain video streaming sites and to limit bandwidth use. The download limit is 200 MB and the upload limit is 200 MB per user every 6 hours.

Moreover, it is prohibited to view sites whose content is deemed inappropriate or simply illegal.

Liability limits

Orléans Express provides passengers with a complimentary Wi-Fi access, however, the service is offered as is and without guarantee. Orléans Express cannot be held responsible for consequences linked to an interruption of service or damages resulting from Wi-Fi use or access, including any damage or virus that could infect your device. Orléans Express does everything it its power to transport passengers aboard coaches that feature similar quality standards. However, in exceptional cases, the company has to rent additional vehicles and these vehicles may not be equipped with Wi-Fi. Orléans Express cannot be held responsible for any technical deficiencies preventing Wi-Fi access or the lack to Wi-Fi equipment aboard a vehicle and no compensation can be requested subsequently.

Electronic devices

Electronic devices are permitted on board our coaches except in the first two front rows to avoid impeding the driver. We simply ask that you respect the other passengers by speaking in a low voice, using earphones and using “vibration” mode for cell phones during your trip.

During the trip

For safety reasons, we advise all passengers, including children, to limit their movements in the central aisle when the coach is in motion.

Animals

Animals are not allowed on board our coaches. Only service dogs are permitted because they play an essential role for their owners – we therefore always have space for them.

Baggage

Baggage Policy

Each passenger is allowed two (2) pieces of baggage and one (1) carry-on bag. The carry-on bag must fit the overhead compartment – carry-on bags cannot be placed on a seat or in the central aisle. All pieces of baggage must be identified to facilitate identification. Clients are responsible for the transfer of their baggage. Strollers and infant seats are not considered baggage. The carrier is responsible for checked bagage only (the pieces of baggage in the baggage compartment below the coach) except in case of force majeure, vice of the property or fault of the passenger.  The carry-on bag is under the total responsibility of its owner . Only under exceptional circumstances whereby a claim regarding a carry-on bag is justified, the compensation shall not exceed $400.

Maximum baggage weight and dimensions

  • Upon departure and arrival, Orléans Express’ staff takes care of any piece of baggage up to 23 kg (50 lbs) and 158 cm linear length (length + width + height, including wheels and handles). You must handle any piece of baggage exceeding these weight and dimensions.
  • The maximum weight allowed per piece of baggage is 34 kg (75 lbs). The maximum dimensions per piece of baggage are 60 cm x 60 cm x 90 cm (2’x2’x3′)
  • Exceptional items like sports equipment, musical instruments are permitted as long as their length is under 2.10 m (7′).
  • All bags must be properly closed to ensure protection.
  • Items place in plastic boxes are accepted according to weight, number and dimensions rules.
  • Items placed in plastic bags (such as garbage bags, shopping bags or any other kind of plastic bag that isn’t protective) cannot be checked. Such a bag can be considered as a ‘’carry-on’’ only if it is possible to place it in the overhead compartment.
  • However, at the sole discretion of the driver, a big plastic bag that can not be placed in the overhead compartment could be checked at your risk. You could not, in the event of loss or damage, submit any kind of claim to Orléans Express or any other carrier that was used for transfers and connections.

Additional baggage: 3rd and 4th pieces of baggage

Two additional pieces are allowed upon payment of $5 per piece of bagage (plus taxes). The extra baggage fee is not eligible for a refund.

Additional baggage: 5th piece of baggage and more

All additional pieces of baggage must be sent via EXPEDIBUS, our courier service. The cost will be determined according to the weight and destination of the baggage. The baggage may or may not travel in the same coach as the passenger.

Strollers and infant seats

Strollers and infant seats are not considered baggage. The parent is therefore entitled to two pieces of baggage, one carry-on bag as well as these items.

Bicycles

You can travel with a bicycle or send it via the courier service. Transportation fees are $5 (plus taxes) for a one-way trip. The following conditions and fees apply:

  • Simply go to the courier service counter with your dismantled and packed bicycle(wheels removed and handle bar turned in).
  • Boxing the bicycle is mandatory, if needed, we provide boxes at a cost of $7.25 (plus taxes).  Clients travelling with a folding bicycle can use their own carrying case.
  • Transportation fees apply whether or not the passenger travels in the same coach as the bicycle.
  • A waybill must be completed by one of our agents and insurance options are available ($1000 maximum value).
  • In case of transfers inside or outside of our network, the bicycle will be shipped by our courier service and the driver will be responsible for transferring it.

We do our best to place your bicycle on board the same coach as you.  If not, your bicycle will follow on board a later departing coach.  You will then be able to retrieve your bicycle upon disembarking the coach or at the courier service counter at the destination terminal.

We also accept multi-function child carriers and strollers for a nominal fee of $5 (one-way, plus taxes). Orléans Express accepts no liability for any loss or damage of a bicycle exceeding $ 250.

*Please note that the carrier may require the use of a box to ensure better protection of the bicycle during the trip.

Musical Instruments

Musical instruments are considered baggage. They must be packed carefully in order to protect the instrument and depending on the size, they will be placed in the overhead compartment or in the baggage compartment below the coach. Orléans Express accepts no liability for any loss or damage of musical instruments exceeding $ 250.

Sporting Equipment

Sporting equipment such as skis, snowboards, skateboards, golf clubs, fishing rods, firearms*, skates, etc. are considered to be a piece of baggage. They must be properly packed to protect the item and will be placed in the baggage compartment below the coach. Orléans Express accepts no liability for any loss or damage of sporting equipment exceeding $ 250.

*The firearm must be packed in a locked case and must be placed in the baggage compartment below the coach. The munitions must be stored separately.

Prohibited Items

  • Animals, including reptiles and insects, regardless of their size, whether in cages or not. An exception is made for service dogs.
  • Hazardous materials.
  • Fuels.
  • Electrolyte batteries.
  • Fireworks, firecrackers, distress rockets, firelighters, tear gas.
  • Camping stoves, gas bottles, diver’s tanks.
  • Paint, varnish and lacquer.
  • Toxic or infectious substances and radioactive materials.
  • Chemicals, fertilisers, weed killers, pesticides and insecticides.
  • Chemical strippers, bleach, chlorine, laundry soap.
  • Flammable liquids (gas, thinner, solvent, acetone).

Baggage carried at the owner’s risk

Orléans Express accepts no liability for the following items:

•Fragile articles (antiques, works of art, etc.).
•Electronic devices (cellphones, tablets, televisions, laptops, computers, video games, cameras and photographic equipment).
•Valuable articles (credit cards, coin or stamp collections, gems and minerals, irreplaceable papers and manuscripts, jewellery, money, stock certificates, watches, glasses etc.)
•Drugs, whether prescribed or not.
•Glasses, whether prescribed or not.
You are responsible for these items. If dimensions permit, they must be placed in your carry-on that you keep with you on the coach.

Lost or Damaged Baggage

  • Any lost or damaged baggage must be reported to the driver or the agent so that a report can be sent to our Client Service.
  • All claims for damaged baggage must be made within 24 hours following the passenger’s arrival at destination.
  • Baggage tracking and retrieval will be conducted for a maximum of 30 days.

Thereafter, all claims for lost baggage must be submitted to the Customer Service department within 30 days. You can contact us through our Contact Form. Your request must include all the supporting documents. No claim will be possible without a proof of the trip.

Claims must include the following:
•A copy of the report prepared by the driver or agent, that will be added to the file.
•Your ticket, a receipt of the trip or the order number of the trip.
•A detailed description of the lost item with pictures
•An estimate of the reparation (if applicable)

Lost and found

If you forgot something on board or if you found something on board, here is what you can do:

•Advise an agent before leaving the bus station.
•Write to our Central Baggage Office through our Contact Form or call one of our representatives at 418 650-0087 or 1 800 363-7279.

Don’t forget to mention:
•Your name, phone number and/or email address,
•The date(s) of the trip,
•A detailed description of the item you lost.

Conditional Departures

In case of inclement weather, the Orléans Express dispatch centre may issue a notice of “conditional” departures. The those cases you can choose to travel or not.

Children cannot travel alone on conditional departures.
Any exchange or refund request must be submitted as soon as possible, otherwise, no action can be done.

These instructions only apply to tickets issued by Orléans Express and trips carried out on the Orléans Express network.

CONDITIONAL DEPARTURES

If you decide to travel:

Take into consideration that the departure may be delayed, the service may be interrupted while on the road or the trip may be cancelled.

Anticipate and inform people who are waiting for you that you may be late and make sure that you are able to take care of additional expenses (meals, accommodation, missed connection, etc.) in case the coach needs to stop along the way.

By choosing to travel at this time, you acknowledge to be responsible for any additional expenses that a delay or a service interruption may cause and for any resulting inconvenience.

If you decide not to travel and if your ticket has not been used, you can:

Exchange your ticket for a later departure
If your ticket is exchangeable, you can modify the date and/or time of your trip in an agency or by calling the Client Service (1 888 999-3977). If the purchase was made through your client account, you can modify your ticket simply by logging into your account.

If your ticket is non-exchangeable, please call the Client Service (1 888 999-3977) and mention that your trip is under ‘’conditional departure’’. In this case, an exchange is exceptionally permitted.

Ask for a refund – only if your ticket is refundable
You can get a refund in an agency, by calling the Client Service (1 888 999-3977) or through the ‘’Contact us’’ section of our website.

Two options are available:

1. If the ticket was purchased through your client account, a credit equivalent to 100% of the ticket value can be credited to your Orléans Express client account.
2. A refund in Canadian dollars of 75% of the ticket value can be reimbursed.

If you were already on the road when the conditional notices came out and in case you choose not to continue your journey, you can:

Exchange your ticket for a later departure
You can modify the date and/or time of your trip in an agency or by calling the Client Service and mention that your trip is under ‘’conditional departure’’. In this case, a ticket exchange is exceptionally permitted.

Go back to the city you boarded in at your expense
If you wish to turn back, please visit an agency to ensure yourself a seat on a return trip.

In case of the CANCELLATION of an Orléans Express departure
If Orléans Express cancels a departure, you can exchange your ticket for a later departure or get a refund (same process as for a conditional departure). Please contact our Client Service and mention that your trip has been ‘’cancelled’’, in this case a full refund is exceptionally permitted.

Conditions of Use of the Website & Privacy Policy

Conditions of Use of the Website

By accessing and using the Keolis Canada inc. (“Orléans Express”) website for making an online purchase, you acknowledge that you are bound by and will comply with the terms of use stipulated 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, paying particular attention to the terms set out by Orléans Express with respect to the contract and confirmation of purchase, additional fees, exceptions with respect to liability and warranties and the policy respecting reimbursement for transportation tickets. If you have any questions concerning these terms, please contact an Orléans Express representative. If you refuse to be bound by these terms of use, you are not authorized to use the services available through this website for any purpose whatsoever.

Orléans Express may change or otherwise update the terms of use applicable to this website from time to time, without notice, without incurring any liability with respect to you or anyone else, and you accept to be bound by the terms of use that are in effect at the time when you access the Orléans Express website. It is your responsibility to verify the terms of use each time before using this website.

Exceptions with Respect to Liability

Schedules and delayed departures

The dates and times that appear on our website, in our brochures or in other sources do not constitute guarantees, and are not part of the contract. Schedules are subject to change without prior notice. Passengers are responsible for any expenses incurred as a result of a missed transfer. Orléans Express does not offer any compensation for inconveniences or time lost resulting from a change in the schedule or the late arrival of a coach.  Orléans Express clients acknowledge that Orléans Express cannot be held responsible for losses or damages suffered by a client as a result of delays or missed transfers caused by weather conditions, road conditions, breakage, mistakes in timetables or any other failure to fulfill its obligations on the part of Orléans Express resulting from any act of God or fortuitous event.

In case of a service interruption of the ticketing system (online, in agencies or at the Client Service), the promotional tickets are temporarily unavailable. In this case, only manual tickets at regular price can be sold, these tickets will be available in agencies only. Orléans Express cannot be held responsible for any damage or loss resulting from this service interruption and no compensation can be requested subsequently. If possible, we invite you to wait until our system returns to normal to purchase your ticket in order to benefit from a reserved ticket.

 

Trips including different carriers and agreement between carriers

An agreement between carriers allows us to sell tickets on the whole Québec coach network. The carrier that proceeds to the sale of tickets and baggage consignment acts as an agent and has no responsibility outside of its territory. The tickets sold by Orléans Express on other networks do not engage the responsibility of Orléans Express regarding the service offered on these networks.

Online Purchases

Advertisements on the website should only be construed as an invitation to purchase the services that are advertised on the website.

In order to purchase tickets on line, you must have a valid email address.  A valid paper ticket bearing a legible 2D bar code (QR code) is required in order to board the coach.

Please note that the ticket is only valid for the person in whose name it was issued and for the trip specified by the time, date, point of departure and destination on the ticket. Once your transaction has been completed, a confirmation will be sent to you by email. Therefore, it is essential that the email address indicated in your user account is a valid one.

Orléans Express reserves the right to refuse to transport any passenger who has obtained a ticket without complying with the rules, fees and notices prescribed by Orléans Express or with applicable laws.

Orléans Express reserves the right to cancel an order placed over the Internet or an electronic ticket at any time and without prior notice, regardless of whether or not the order has been charged to your credit card. If your order is cancelled after the payment has been charged to your credit card, Orléans Express will reimburse you for the amount charged.

Contract and Confirmation or Purchase

Orléans Express considers your ticket to be valid once you have paid in full and once the confirmation of purchase has been sent to you. Orléans Express is not bound by any order before the purchase order has been accepted. Orléans Express considers your order to be accepted once you have received a confirmation of purchase by email.

Orléans Express must be informed of any differences between the order submitted by the client and the confirmation that is sent to the client within 48 hours following the transmission of the confirmation email and before the scheduled travel date and time. Otherwise, the details contained in the confirmation will be considered to be accurate and will prevail over any other document. To contact our Client Service, please call 1-888-999-3977 (toll free) or send an email to [email protected].

Once your purchase has been confirmed, Orléans Express will send you a confirmation within one hour following your purchase. If you do not receive the confirmation within one hour following your purchase, please contact Orléans Express in order to verify whether your purchase was properly completed. To contact our Client Service, please call 1-888-999-3977 (toll free) or send an email to [email protected]

Payments and Currency

In order to complete your transaction, you must pay the full amount. Payment by credit card is the only method of payment that is accepted for online purchases. We accept only VISA or MasterCard. At Orléans Express points of sale, you can also pay for your tickets using a debit card or with cash.

All payments must be in Canadian currency or the currency indicated in our brochure or on our website or requested by our agents, as the case may be. At its sole discretion, Orléans Express reserves the right to accept payments made in currencies other that those indicated.

Gift certificates, gift codes and other forms of discount issued by Orléans Express are applied to the ticket price before taxes.

Warranty Disclaimer

The services available on the website are provided to you “as is” and “based on availability”. Orléans Express makes no warranties of any kind whether express or implied, with respect to the content or any other element related to this website, and notably provides no warranties of merchantability or fitness for a particular purpose.

Orléans Express makes no representation nor guarantees i) that the services or performance of the website meet your requirements; ii) that the services available on the website will remain uninterrupted, available, secure or free of errors; iii) that the results that may be obtained from using the services available on the website will be adequate, complete or reliable; or iv) that any programming errors will be corrected.

With respect to this website, Orléans Express cannot be held responsible by any person for any damages of any type whatsoever related to these Terms of Use or any transactions or activities carried out in connection with the website, even in the case where Orléans Express or any other agent, consultant, subcontractor or employee is expressly advised of the possibility of such damages or claims.

Orléans Express cannot be held responsible by any person under any circumstances for any compensatory, direct or indirect damages or any other damages or losses of any type whatsoever resulting from viruses, corruption of data, lost messages, interruption of activities or of the website; loss of programs or other data; damages resulting from the transmission of errors or problems via telecommunication service providers, Orléans Express contractors, the Internet network or suppliers of products or services; or any damages or losses caused by you or your employees, agents or subcontractors or by any event that is beyond the reasonable control of Orléans Express.

In the case where Orléans Express is held liable with respect to the use of its website, the client acknowledges that the liability of Orléans Express shall be limited to the total of the amounts that the client has paid to Orléans Express for the purchase of tickets via the website, regardless of the cause of action, whether contractual or extra-contractual.

Ownership

All of the elements that appear on this website, notably texts, images, illustrations, software, audio clips and video clips, are the property of Orléans Express or are otherwise provided by Orléans Express, and cannot be used without written authorization from Orléans Express. The trademarks, logos and service marks (collectively referred to as “marks”) that appear on this website are registered or unregistered marks belonging to Orléans Express or to their respective third parties, and cannot be used without written authorization from Orléans Express or their respective owners.

Opposability of the Online Version

You acknowledge that this User Agreement has the same effect and value as if it were signed by you. A printed version of this User Agreement or any notice sent by email shall be admissible within the context of any litigation in the same way as any other business document issued by the company or any record that is usually kept in paper form.

Links

Any links and redirections to other websites are provided exclusively for your convenience. Orléans Express has not verified and does not explicitly or implicitly endorse these websites or any information or other elements that can be accessed via these websites or their accessibility, and assumes no responsibility in connection with these websites, any information or other elements that are published on these sites or any products or services that are available through such websites. Creating a link to this website from other websites without express authorization from Orléans Express is prohibited.

Jurisdiction and Applicable Laws

These Terms of Use are governed by the laws of the province of Québec and the federal laws applicable in Canada, without giving effect to their conflict of laws provisions. You acknowledge that you are bound by these laws and you agree to submit to the jurisdiction of the courts of the province of Québec with respect to the interpretation or application of these Terms of Use.

Severability

Each provision of these Terms of Use shall be interpreted separately. In the case where any of the provisions of these Terms of Use contravenes any law or is determined to be null or unenforceable for any reason whatsoever, the said provision shall be considered to be severable from these Terms of Use, and shall have no effect on the validity or enforceability of the other provisions.

Appendix

Legal provisions

Consumer Protection Act
10. Any stipulation whereby a merchant is liberated from the consequences of his own act or the act of his representative is prohibited.
11.3. Any stipulation under which the merchant may unilaterally cancel a fixed-term service contract involving sequential performance is prohibited, except under articles 1604 and 2126 of the Civil Code and, in the latter case, only in accordance with article 2129 of the Code.
Notice to consumer.
A merchant who intends to cancel an indeterminate-term service contract involving sequential performance must notify the consumer in writing at least 60 days before the date of cancellation if the consumer has not defaulted on his obligation.
11.4. Any stipulation which excludes the application of all or part of articles 2125 and 2129 of the Civil Code regarding the resiliation of contracts of enterprise and for services is prohibited.
54.1. A distance contract is a contract entered into without the merchant and the consumer being in one another’s presence and preceded by an offer by the merchant to enter into such a contract.
Presumption.
A merchant is deemed to have made an offer to enter into a distance contract if the merchant’s proposal comprises all the essential elements of the intended contract, regardless of whether there is an indication of the merchant’s willingness to be bound in the event the proposal is accepted and even if there is an indication to the contrary.
54.4. Before a distance contract is entered into, the merchant must disclose the following information to the consumer:
(a) the merchant’s name and any other name under which the merchant carries on business;
(b) the merchant’s address;
(c) the merchant’s telephone number and, if available, the merchant’s fax number and technological address;
(d) a detailed description of goods or services that are to be the object of the contract, including characteristics and technical specifications;
(e) an itemized list of the prices of the goods or services that are to be the object of the contract, including associated costs charged to the consumer and any additional charges payable under an Act;
(f) a description of any possible additional charges payable to a third party, such as customs duties and brokerage fees, whose amounts cannot reasonably be determined;
(g) the total amount to be paid by the consumer under the contract and, if applicable, the amount of instalments, the rate applicable to the use of an incidental good or service and the terms of payment;
(h) the currency in which amounts owing under the contract are payable if not Canadian dollars;
(i) the date on which, or the time within which, the merchant’s principal obligation must be performed;
(j) if applicable, the mode of delivery, the name of the carrier and the place of delivery;
(k) the applicable cancellation, rescission, return, exchange and refund conditions, if any; and
(l) any other applicable restrictions or conditions.
How presented.
The merchant must present the information prominently and in a comprehensible manner and bring it expressly to the consumer’s attention; in the case of a written offer, the merchant must present the information in a manner that ensures that the consumer is able to easily retain it and print it.
54.5. Before a distance contract is entered into, the merchant must provide the consumer with an express opportunity to accept or decline the proposal and to correct any errors.
54.6. A distance contract must be evidenced in writing and indicate:
(a) the consumer’s name and address;
(b) the date the contract is entered into; and
(c) the information described in section 54.4, as disclosed before the contract was entered into.
Copy.
54.7. The merchant must send a copy of the contract to the consumer within 15 days after the contract is entered into, in a manner that ensures that the consumer may easily retain it and print it.

Cancellation.
54.8. The consumer may cancel the contract within seven days after receiving a copy if
(a) the merchant did not disclose to the consumer the information described in section 54.4 before the contract was entered into, or did not disclose it in accordance with that section;
(b) the merchant did not provide the consumer with an express opportunity, before the contract was entered into, to accept or decline the proposal or to correct any errors;
(c) the contract does not meet the requirements of section 54.6; or
(d) the merchant did not send a copy of the contract in a manner that ensures that the consumer may easily retain it and print it.
Cancellation period.
However, the cancellation period begins as of the merchant’s performance of the principal obligation if the consumer, at that time, observes that the merchant has not disclosed all the information described in section 54.4.
Deadline.
If the merchant does not send a copy of the contract to the consumer within the time provided for in section 54.7, the consumer has 30 days, as of the date the contract is entered into, in which to cancel the contract.
Cancellation.
54.9. In addition to the cases provided for in section 54.8, a distance contract may be cancelled by the consumer at any time before performance of the merchant’s principal obligation if
(a) the merchant’s principal obligation is not performed within 30 days after the date specified in the contract or the later date agreed on in writing by the consumer and the merchant, or within 30 days after the contract is entered into in the case of a contract that does not specify a date or time limit for the merchant’s principal obligation to be performed; or
(b) the contract is for transportation, lodging or restaurant services, or for tickets to an event, and the merchant does not provide the consumer, by the date specified in the contract or the later date agreed on in writing by the consumer and the merchant, with documents enabling the consumer to receive the services or attend the event.
Presumed performance.
54.10. The merchant’s principal obligation is presumed to have been performed if the merchant attempted to perform it on the date specified in the contract, on a later date agreed on in writing by the consumer and the merchant, or on the date specified in a notice sent to the consumer within a reasonable time, but was prevented from doing so by the actions or negligence of the consumer.
Notice.
54.11. The consumer’s right to cancel the contract is exercised by sending a notice to that effect to the merchant.
Date.
54.12. The contract is cancelled by operation of law as of the sending of the cancellation notice.
Consequences.
The cancellation of the contract entails the cancellation of any accessory contract and of any warranty or security given to guarantee the amount payable under the contract.
Contract of credit.
A contract of credit entered into between the consumer and another merchant under or in relation to a distance contract forms a whole with that contract and, as such, is also cancelled by operation of law if it results from an offer, representation or other action by the merchant who is party to the distance contract.
Refund.
54.13. Within 15 days following the cancellation of the contract, the merchant must refund all sums paid by the consumer under the contract and any accessory contract, including sums paid to a third person.
Restoration.
Within 15 days following the cancellation of the contract or following delivery if it postdates cancellation, the consumer must restore the goods that were the object of the contract to the merchant in the same state in which they were received.
Costs.
The merchant shall assume the reasonable costs of restitution.

Civil code of Québec
2033. A carrier who provides services to the general public shall carry any person requesting it and any property he is requested to carry, unless he has serious cause for refusal; the passenger, shipper or receiver is bound to follow the instructions given by the carrier, in accordance with the law.
2034. A carrier may not exclude or limit his liability except to the extent and subject to the conditions established by law.
He is bound to make reparation for injury resulting from delay, unless he proves superior force.
2037. The carrier is bound to convey his passengers safe and sound to their destination.
The carrier is bound to make reparation for injury suffered by a passenger unless he proves it was caused by superior force or by the state of health or fault of the passenger. He is also bound to make reparation where the injury is caused by his state of health or that of one of his subordinates or by the condition or working of the vehicle.
2038. The carrier is liable for any loss of the luggage or other effects placed in his care by a passenger, unless he proves superior force, an inherent defect in the property or the fault of the passenger.
However, the carrier is not liable for any loss of documents, money or other property of great value, unless he agreed to carry the property after its nature or value was declared to him; moreover, the carrier is not liable for any loss of hand luggage or other effects which remain in the care of the passenger, unless the passenger proves the fault of the carrier.
2126. The contractor or the provider of services may not resiliate the contract unilaterally except for a serious reason, and never at an inopportune moment; otherwise, he is bound to make reparation for injury caused to the client as a result of the resiliation.
Where the contractor or the provider of services resiliates the contract, he is bound to do all that is immediately necessary to prevent any loss.
2129. Upon resiliation of the contract, the client is bound to pay to the contractor or the provider of services, in proportion to the agreed price, the actual costs and expenses, the value of the work performed before the end of the contract or before the notice of resiliation and, as the case may be, the value of the property supplied, where it can be put into his hands and used by him.
For his part, the contractor or the provider of services is bound to repay any advances he has received in excess of what he has earned.
In either case, each party is liable for any other injury that the other party may have suffered.
Personnal Information Protection and Electronic Documents Act
Principle 4.3.3: An organization shall not, as a condition of the supply of a product or service, require an individual to consent to the collection, use, or disclosure of information beyond that required to fulfil the explicitly specified, and legitimate purposes.

Privacy Policy

Privacy Policy

At Orléans Express, keeping our clients’ personal information confidential is as important as taking care of our clients when they board our coaches.

This is why, throughout our website, including the transaction components, we have assured that any information that you provide us will remain completely confidential and shall not be used for any purpose on which you have not agreed.

Our website uses the latest technology to protect all transactions. Therefore, we can guarantee you that there is no risk to purchasing and/or reserving tickets via our website.

In short, you can have complete peace of mind when purchasing your bus tickets on our site as if you had come to one of our points of sale or made a purchase in a department store!

Orléans Express does not retain any personal information that you give us. We shall only use the information that you agree to provide us for the purposes outlined.

For example, if you give us your contact information to enter a contest, we will only use this information to contact you if you win. This information will be subsequently destroyed.

This commitment also covers any use of personal information for purposes to which you have not previously consented. This means that, under no circumstances, shall Orléans Express agree to sell, rent, transmit or exchange the personal information provided by its clients.
We also guarantee that we will never send you emails that you have not consented to receive. Moreover, if you subscribe to our electronic newsletter, you will always have the possibility of cancelling your subscription at any time.

For any questions about our privacy policy or the security of our site, write us. You can also call us at 1 877 999-3977.

In addition, Orléans Express offers you the option of checking the personal information we keep on you.  To learn the extent and content, please send us a written request through regular mail to:

ORLÉANS EXPRESS – Client Service

740 Notre-Dame Street West, Suite 1000
Montréal, Québec
H3C 3X6

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