The VanGO team pledges to make your experience traveling with us enjoyable. That’s why we’ve compiled below a collection of answers to frequently asked questions and policies we hold. For further assistance, contact us and we’ll get back to you as soon as possible.


  • Your booking is non-transferable.
  • Your booking is not valid after the travel date indicated.
  • VanGO reserves the right to cancel a particular trip if we feel the conditions are unsafe for travel. Ticketholders will be notified via text and email in this event.


Refund Policy

  • Ticket only refundable for cancellations up to 48 hours. A $5 fee will be applied per ticket refunded. Contact Us for cancellations, and write “Cancellation” in the subject line.
  •  “No-show” passengers will be charged the full amount.
  • Late-comers who miss the ride will be charged the full amount.



Be sure to be near your pickup spot at least 10 minutes beforehand. We will not be able to wait for any latecomers, as we time our trips to avoid traffic. There will be a 5-minute waiting period, after which the van will promptly depart.  

Missing the Van

  • “No-show” passengers will be charged the full amount.
  • Late-comers who miss the ride will be charged the full amount.

Cell Phone Policy

VanGO respectfully requests, for the comfort and safety of all passengers, that passengers refrain from audible cell phone conversation while onboard, unless necessary. Quiet cell phone use is be permitted. Driver reserves the right to request discontinuation of any cell phone use he or she deems disruptive.

Bring Valid ID

Bring a valid ID to match your name. We may wish to verify your information.

Objectionable Persons

VanGO reserves the right to refuse transportation to any person who is: under the influence of intoxicating beverages, under the influence of drugs, is unable to safely look after themselves, or to any person whose conduct is such or likely to be such, as to make them objectionable to other passengers.


  • You must indicate the types of luggage and bags you will be bringing on your trip when booking your seat. This is to ensure we have enough space available for all passengers and luggage.
  • Any large “check-in” sized luggage will be charged $10 each. You will be charged as you enter the booking information. If you have not paid for your luggage, the driver may not permit its loading.
  • “Check-in” sized luggage indicates anything similar to the size of something you would need to check-in on an airplane (suitcases, etc). If you could bring it as carry-on in the cabin of an airplane, then it’s free. Anything bigger will be charged.
  • Why do we charge for “check-in” sized luggage? We often have to make space accommodations for these big pieces, and that often means putting it on a seat a paying passenger would have sat in.


During winter weather events, we closely monitors road conditions . Snow and/or a wintery mix will not predict service cancellation as it will be predicated on visibility and/or traction and the level that they might worsen throughout the storm effecting our ability to safely operate. We will also continue to post our website, Facebook & Twitter accounts as the storm progresses. Our goal is to maintain the schedule throughout inclement weather conditions and we will do our best to accomplish that. In the event we must cancel, we will update all announcements and send passengers a notification email.

VanGO Package Express Terms and Conditions

Inspection Notice

VanGO reserves the right to open and inspect packages when deemed necessary, and to refuse those improperly or inadequately packed, those damaged, and those containing articles prohibited for shipment.

Prohibited Articles

  • VanGO WILL NOT accept or transport express shipments which, because of character, size, or weight, are obnoxious to passengers, or which are likely to be, or to become, objectionable to passengers or prospective passengers, or which are liable to cause injury to personnel, to baggage, to other shipments, or to the carriers’ equipment.
  • The carriers WILL NOT accept or transport any item, material, or substance, the possession of which or the transportation of which is unlawful.
  • Prohibited articles include: Explosives or hazardous materials, ammunition, live animals, alcohol, drugs.

If We Cancel

  • VanGO reserves the right to cancel a route if we feel it is unsafe for travel.
  • In this event, you will be notified via email and text message as soon as we determine travel feasibility. You will receive a full refund if we decide to cancel your route.

If You Cancel

  • In the event that you decide to cancel your seat, you must let us know at least 48 hours in advance. You will receive a refund, less a $5 cancellation fee (eg. If $28 was spent on a ticket, $23 will be refunded).
  • We will be unable to refund if you cancel less than 48 hours in advance.
  • We will be unable to refund if you do not show up on time or do not show up at all.