VG Well-Being Transport Inc. (VGTME) · Last updated: 1 September 2026
1. Introduction & Acceptance
These Terms and Conditions (“Terms”) govern your access to and use of the website, mobile application, and the transportation, specialized accompaniment, logistics, and delivery services (collectively, the “Services”) provided by VG Transport Mieux-être Inc., operating in English as VG Well-Being Transport (“VGTME”, “we”, “us”, or “our”), a company incorporated in the Province of Québec, Canada, registered under Québec business number (NEQ) 1178668704. By accessing our website or app, requesting a quote, or booking any Service, you (“Client”, “you”) acknowledge that you have read, understood, and agree to be bound by these Terms.
2. Definitions
- Service(s) - medical transport and accompaniment, specialized accompaniment, non-medical assisted transportation, commercial and corporate transportation, residential moving, courier and commercial delivery, and related logistics offered by VGTME.
- Passenger - any individual transported or accompanied under a booking.
- Parcel - any item, document, or shipment accepted by VGTME for delivery.
- Booking - a confirmed request for Services placed by phone, email, the website, or the VG Transport (DMA) application.
3. Services Provided
VGTME provides transportation, accompaniment, and delivery services to businesses, healthcare institutions, community organizations, residential care facilities, and private clients across Québec. The scope, vehicle type, and level of assistance for each booking are confirmed at the time of reservation. VGTME reserves the right to refuse or modify any Service where it cannot be performed safely, lawfully, or as described.
Important: VGTME does not provide ambulance, paramedic, or emergency medical services. In a medical emergency, call 911. Medical-appointment transportation and accompaniment are non-emergency support services only.
4. Bookings, Scheduling & Confirmation
- Bookings should be made in advance to guarantee availability; same-day and urgent requests are accommodated where possible.
- A booking is confirmed only once VGTME issues a confirmation (by app, email, or phone).
- You are responsible for providing accurate pickup and drop-off details, timing, any special needs (mobility aids, accompaniment requirements), and parcel contents/handling instructions.
- VGTME will make reasonable efforts to meet scheduled times but is not liable for delays caused by traffic, weather, road conditions, or other circumstances beyond its control.
5. Pricing, Quotes & Payment
- Prices are based on factors such as distance, service type, duration, level of assistance, and any additional requirements, and may be provided as a quote or calculated by distance.
- Quotes are valid for the period stated and may be revised if the requested Service changes.
- Payment is made online at the time of booking, through our booking application or the payment link we provide. Applicable taxes (GST/QST) are added where required.
- Payment is taken through Stripe Checkout. Your card details are entered on Stripe's own hosted page and are never received or stored by VGTME. Deposit arrangements and corporate accounts are not offered at this time; where VGTME agrees in writing to different payment terms, those terms apply to the booking concerned.
6. Cancellations, No-Shows & Refunds
- These provisions distinguish between a consumer — an individual booking a Service for personal, family or household purposes — and a business client, which includes companies and individuals booking for the purposes of their trade, business or profession.
- Any Client may cancel a booking with no cancellation charge by giving VGTME at least 24 hours' notice before the scheduled Service.
- Business clients. Where a booking is cancelled less than 24 hours before the scheduled Service, a cancellation charge of up to 50% of the booking price may apply. Where the Client does not attend and gives no notice (a no-show), a charge of up to 100% of the booking price may apply.
- Consumers. No fixed cancellation percentage and no predetermined penalty applies. Where a consumer cancels late or does not attend, VGTME may claim only the costs it has actually incurred for that booking — for example where a driver has already been dispatched or has arrived at the pickup address. VGTME will tell you what those costs are and how they were calculated.
- VGTME waives or reduces these charges in exceptional circumstances outside the Client's control, such as hospitalization, a medical emergency, or another serious event. The Client should notify VGTME as soon as reasonably possible in such cases.
- Where a refund is owed, VGTME issues it to the original method of payment. Our administrative target is to process an approved refund within 5 to 10 business days. The time taken for the amount to appear in your account then depends on your bank, card issuer or payment provider.
- These cancellation, charge and refund provisions apply subject to any right that cannot lawfully be waived or restricted under Québec consumer protection law. Nothing in this section requires a consumer to pay a sum fixed in advance for non-performance. Where the law gives a Client a specific refund right, method or deadline, the legal requirement prevails over this policy.
7. Client Responsibilities
- Be ready at the agreed pickup time and location, and ensure safe access for the vehicle.
- Provide accurate information about the Passenger’s mobility, medical, or accessibility needs so the appropriate vehicle and staff can be assigned.
- Treat drivers and staff with respect; VGTME may refuse or terminate Service in cases of abusive, unsafe, or unlawful conduct.
- Ensure that parcels are properly packaged and that their contents are lawful and accurately declared.
8. Medical Transport & Accompaniment
For passengers living with reduced mobility, an intellectual disability, autism spectrum disorder, behavioural-health needs, or other conditions, VGTME assigns trained staff and suitable vehicles where requested and available. VGTME does not currently operate ramp or lift equipped vehicles, and passengers must be able to transfer into a standard vehicle seat. The Client (or their representative) is responsible for disclosing all relevant needs in advance. VGTME staff provide assistance and accompaniment but do not administer medical treatment.
VGTME vehicles are not currently equipped with wheelchair ramps or wheelchair lifts. Clients with mobility or accessibility requirements should contact VGTME before booking, so that we can confirm whether the available vehicle and level of assistance are appropriate for their needs.
9. Delivery & Courier Terms
- VGTME may require proof of delivery (electronic signature, photo, or confirmation) and is not responsible for items once delivery is confirmed at the designated address or to the designated recipient.
- VGTME reserves the right to refuse any item that cannot be transported safely or lawfully, or whose transport requires equipment, authorization or handling procedures that VGTME does not have.
- A lost or damaged parcel should be reported to VGTME within 30 days of the Service, so that we can investigate promptly. This 30-day period is an administrative reporting preference only. It is not a condition of any claim, and it does not shorten or replace the notice periods set out in article 2050 of the Civil Code of Québec — generally 60 days after delivery, and nine months from shipment where the property is not delivered. It does not limit any right or remedy that cannot lawfully be excluded or restricted under applicable law.
Items VGTME does not accept include:
- illegal goods or substances;
- dangerous, explosive, flammable, toxic or otherwise regulated materials;
- firearms, ammunition or weapons, where transporting them would be unlawful or inappropriate for the Service;
- biological materials or medical specimens requiring specialized or regulated handling;
- medication or other products requiring controlled temperature or specialized handling that VGTME is not equipped or authorized to provide;
- live animals, except where agreed in advance or where accommodation is required by applicable law, including requirements concerning service animals;
- cash, negotiable instruments or exceptionally valuable items, unless specifically agreed in advance;
- excessively heavy, oversized or otherwise unsafe items;
- inadequately packaged or unsecured goods; and
- any item whose transport would require a licence, equipment, certification or handling procedure that VGTME does not hold.
This list is intended to be clear about the limits of our service. VGTME does not hold itself out as providing regulated or specialized transportation that it is not equipped or authorized to perform.
10. Liability & Limitation
VGTME accepts responsibility for loss or damage caused by its own fault in performing the Services, in accordance with applicable law.
Business clients. For eligible claims relating to ordinary parcels and goods, a reasonable limitation may apply to the amount recoverable, and VGTME does not accept responsibility for indirect or consequential losses such as lost profits or lost business opportunities. Any such limitation applies only where it is clear, reasonable and incorporated into the booking concerned.
Consumers. VGTME does not limit its liability for loss or damage caused by its own act or that of its representatives. No contractual cap applies to a consumer booking.
For the carriage of goods, Québec law limits what VGTME may owe: its liability in case of loss may not exceed the value of the property declared by the shipper, and where no value is declared it is determined by the value of the property at the place and time of shipment. If your shipment is of exceptional value, declare it before booking.
The declared value establishes only the maximum amount that may be considered when assessing VGTME's potential liability. It is not insurance and does not guarantee payment or automatic reimbursement. Any claim is subject to proof of the claimant's actual, direct and legally recoverable loss, proof of causation, the required supporting documents, these Terms and applicable law. VGTME's liability, if any, is determined independently of any insurance coverage or insurer decision.
For business clients, VGTME's liability for the carriage of goods will not exceed the lesser of: (a) the proven actual loss; (b) the declared value; and (c) any lawful contractual or statutory limit; and indirect, consequential, special, exemplary or punitive damages are excluded to the fullest extent permitted by law. Nothing in this paragraph limits or excludes any right or remedy of a consumer that cannot lawfully be limited or excluded.
Nothing in these Terms excludes or restricts any liability that cannot lawfully be excluded or restricted under Québec law, including liability arising from the acts of VGTME or of its representatives where the law prevents such an exclusion. Where any part of this clause conflicts with a mandatory rule of Québec law, that rule prevails and the remainder of the clause continues to apply.
11. Insurance
Vehicles used for VGTME commercial operations maintain the registration and insurance required for their assigned services. VGTME does not represent that a Client's goods are insured to any particular value. If your shipment requires a specific level of coverage, or a certificate of insurance for your records, contact us before booking.
12. Confidentiality & Privacy
VGTME handles personal and medical information with strict confidentiality and in accordance with applicable Québec and Canadian privacy legislation. Our collection and use of personal information are described in our Privacy Policy.
13. Conduct & Safety
For everyone’s safety, passengers must follow reasonable instructions from VGTME staff, use seatbelts and securement devices, and refrain from any behaviour that endangers the vehicle or its occupants. VGTME may decline or end a trip where safety is at risk.
14. Intellectual Property
All content on this website and app - including text, graphics, logos, and the VG Transport name and branding - is the property of VGTME or its licensors and may not be reproduced without written permission.
15. Third-Party Services & Application
Our Services may rely on third-party tools, including the VG Transport (DMA) application for booking and real-time delivery management. Your use of such tools may be subject to their own terms. VGTME is not responsible for the content or availability of external websites linked from our site.
16. Events Beyond Our Control
VGTME is not liable for failure or delay in performing the Services due to events beyond its reasonable control, including severe weather, road closures, accidents, strikes, public-health measures, or governmental actions. Where such an event continues for an extended period, either party may suspend or cancel the affected booking without penalty.
17. Governing Law
These Terms are governed by and construed in accordance with the laws of the Province of Québec and the federal laws of Canada applicable therein.
Proceedings may be brought in the judicial district determined in accordance with applicable law. Where the law permits the parties to designate a district, VGTME's business address is in Montréal and the judicial district of Montréal, Québec, is the designated district. This designation applies only where the law permits it. It does not apply to a contract of adhesion, as provided by article 41 of the Code of Civil Procedure. Nothing in this clause removes a right a consumer has under Québec law to bring proceedings in another judicial district.
18. Changes to These Terms
VGTME may update these Terms from time to time. The revised version takes effect when posted on this page, with the “Last updated” date amended accordingly. Continued use of the Services after changes constitutes acceptance of the updated Terms.
19. Contact Us
For questions about these Terms, please contact:
VG Transport Mieux-être Inc.
NEQ 1178668704
1100 Boul. Crémazie Est, Suite #201
Montréal, QC H2P 2X2, Canada
Phone: 514-889-1179
Email: info@vgtransportmieuxetre.ca