Door to Door Cancellations

Door to Door Inactive Accounts

Door to Door No-Shows and Late Cancellations

Door to Door Visitor Travel

Door to Door Wait Time

Inclement Weather

Mobility Devices / Accessibility

Packages & Personal Belongings

Passenger Rules of Conduct

Reasonable Modifications

Service Animals

Shopping/Utility Carts & Other Wheeled Items


Door to Door Cancellations

Riders who need to cancel a trip reservation are asked to please call (919) 481-2020 (Option 3) the day before the trip, or sooner if possible. Phone coverage is available Monday-Sunday from 7:00 AM to 5:00 PM to receive cancellations and assist with “trips in progress” at (919) 481-2020 (Option 3). Voicemail messages can be left outside of these hours to cancel scheduled trips. Trip cancellations can also be sent to

If a no-show occurs on the first pick-up of the day, all later rides for the day are not canceled. Federal ADA paratransit regulation does not allow service providers to cancel trips without notification from riders or representatives. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day. Riders who establish a pattern or practice of missing and/or late canceling trips that are within the rider’s control are subject to reasonable penalties including periods of suspension.

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Door to Door Inactive Accounts

Registered passengers who have not used the Door to Door service within a rolling 12-month period will be deemed inactive and removed from the active rider database.  Inactive passengers must reapply for the Door to Door program if they wish to resume service.

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Door to Door No-Shows and Late Cancellations

No-Show Definition:  If a rider fails to appear at the pick-up location within the scheduled pick-up window, and the driver has waited at least five (5) minutes, the trip will be recorded as a no-show.

Late Cancel Definition:  If a passenger does not call GoCary's reservation center to cancel their trip at least two (2) hours before their scheduled trip, the trip will be recorded as a late cancellation.  This includes instances when a customer calls to cancel the trip after the driver has already arrived during the pick-up window, or a passenger refuses to board a vehicle that has arrived within the pick-up window.

The GoCary no show/late cancellation policy is in place to track passengers who habitually do not cancel their reservation at least the day before the scheduled trip or are not at pick-up locations at the scheduled time. GoCary reviews all recorded no-shows and late cancellations to ensure accuracy before recording them in a rider’s account.

Each verified no-show consistent with the above definitions counts as 2 penalty points and each verified late cancellation consistent with the above definitions counts as 1 penalty point. Riders will be subject to suspension after they meet all of the following conditions:

  • Accumulate 8 penalty points in one calendar month

  • Have booked at least 8 trips that month

  • Have “no-showed” or “late cancelled” at least 15 percent of trips

A rider will be subject to suspension only if both the minimum number of trips booked and the minimum number of penalty points are reached during the calendar month. Customers meeting the minimum penalty assessment, as defined above, are subject to suspension for a reasonable period of time.  Repeated violations of this policy will cause the length of the suspension to increase.  GoCary will notify riders by telephone after they have accumulated 6 penalty points and would be subject to suspension should they accumulate 2 additional penalty points that month consistent with the criteria listed above.

The following suspension periods shall apply:

  • 1st violation:   Warning Letter
  • 2nd violation:  7-day suspension
  • 3rd violation:  14-day suspension
  • 4th+ violation:  30-day suspension

All suspension notices include a copy of this policy, information on disputing the assessment of penalty points, and how to appeal suspensions.  For more information, please view our Door to Door Passenger Guide.

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Door to Door Visitor Travel

Town of Cary visitors with disabilities may qualify to use GoCary Door to Door complementary paratransit service in compliance with FTA regulations. Visitors must provide a copy of their ADA paratransit eligibility identification or a letter from their home transit agency in order to make a reservation. These documents must be faxed directly to (919) 380-6426 for approval prior to the scheduling of a trip.

Visitors to the Town of Cary are eligible for Tier 1 service only

Visitors seeking GoCary Door to Door ADA service will also need to provide information about their arrival and departure dates, contact information, mobility aids, PCA and companions, and other information to ensure accurate and safe travel.

Once all supporting documents have been reviewed, visitors will be contacted directly by GoCary staff to schedule future trips. Eligible visitors are permitted up to 21 days of service in a calendar year.  If you require ADA paratransit service for a longer period of time, the regular GoCary Door to Door registration process must be completed.

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Door to Door Wait Time

Please be ready to board your vehicle when it arrives.  If you are not ready to board when the vehicle arrives in your pick-up window, GoCary drivers are allowed to wait up to five minutes.  If you are still not ready after that five minute period, the trip will be considered a late cancellation or no-show and the driver will depart for their next scheduled pick-up. 

In addition, GoCary Door to Door drivers will not drop off a passenger at any location and wait for the passenger to take care of their personal business. You may schedule multiple trips in one day, but they must be scheduled at least 30 minutes apart.

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Inclement Weather

Safety is our number one priority. GoCary will continue to operate service in times of inclement weather, as long as we can do so safely. During times of inclement weather, service may be delayed, schedules may be altered, and some stops may not be accessible.

There may be times that our fixed route bus service is able to operate when door to door service cannot. If bus service is operational during inclement weather, we will make every effort to continue Tier I Door to Door service. The availability of this service is contingent on secondary road conditions.

If you have a Door To Door trip scheduled and are unsure if GoCary will operate, please call (919) 481-2020 (select Option 2) after 6 a.m. the day of your trip.

Please monitor the following resources for service updates:

Town of Cary

TransLoc Rider App (download today!)

Regional Call Center:  (919) 485-RIDE (7433)

GoCary Operations Center:  (919) 481-2020

Sign up for Town of Cary email alerts to receive service updates during times of inclement weather.

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Mobility Devices / Accessibility

All GoCary fixed route buses are equipped with an ADA-accessible ramp. The ramp is available for any customer, not just those using a mobility device. If you would like to use the ramp, please ask your bus operator to lower it for you.

Each bus is equipped with seating near the front that, when folded up, can accommodate up to two mobility devices. The seats are available for any customer to use, but if you are not traveling with a mobility device please be aware that you may be asked to relocate if that space is needed.

If you are traveling with a mobility device, the bus operator will direct you to an open space that will accommodate your device. The bus operator will ensure that your mobility device is properly secured before he or she is authorized to move the vehicle.

If you are a Door to Door customer, there must be a safe, clean path between your pick-up location and the vehicle.  Drivers are not permitted to carry mobility devices down steps or push them over unsafe terrain. 

Regardless of the service, all mobility devices must be secured to the floor of the vehicle using approved restraints.

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Packages & Personal Belongings

GoCary does not specify the number of packages and personal belongings a customer is permitted to bring on board. However, it is our policy that customers must be able to transport all of their belongings without assistance. Belongings must be secured on the customer's lap, or under their seat. Belongings cannot block the aisle. If a customer has an item that will not fit in their lap or under the seat, he or she may purchase an additional regular fare so that the item can be placed in a seat next to them.  Drivers are not permitted to assist with transporting packages. 

Strollers and carts are permitted provided they are collapsed and secured by the passenger outside of the aisle, and do not block exits or restrict the free and safe movement of other passengers. This does not apply to wheelchairs, crutches, canes, or other mobility aids or devices.

GoCary does not allow the following items on any vehicle:

  • Weapons or other objects which could be considered dangerous in nature as defined by G.S. 14-269(a)

  • Motorized bikes, gasoline/fuel combustion-type devices, or oversized mobility devices which exceed ADA guidelines

  • Hazardous materials

  • Liquids that are not in a sealed container

  • Animals, with the exception of certified service animals

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Prohibited Activities

GoCary has established a Passenger Rules of Conduct Policy to outline conduct deemed inappropriate on vehicles and properties, bus shelters, bus stops, and transfer points. This policy is intended to provide a safe, secure, and comfortable environment for all GoCary employees and passengers.

The summary of prohibited activities listed below is not all-inclusive; additional rules and regulations may apply. 

  • Distracting, or attempting to distract, a GoCary Bus Operator;

  • Impeding, interfering with, or obstructing the provision of safe, clean, reliable, and efficient service;

  • Disorderly or disruptive conduct, including verbal threats, physical assault, unwelcome physical contact, or use of force against any GoCary employee or passenger;

  • Indecent exposure as defined in G.S. 14-190.9;

  • Possession, distribution, and/or being under the influence of narcotics, illegal drugs, and/or drug paraphernalia;

  • Possession of a weapon or other items that could be considered dangerous in nature as defined by G.S. 14-269(a);

  • Smoking or lighting any incendiary device, including a match, lighter, or torch ; or using vapor products as defined by G.S. 14-313, including, but not limited to, electronic cigarettes;

  • Stealing or willfully damaging, defacing or destroying Town of Cary or GoCary property;

  • Loitering, soliciting for contributions, and/or distributing of any materials without express written consent from the Town of Cary;

  • Hanging out, reaching out, or putting any item or article outside of Vehicle windows;

  • Playing of audio devices without the use of a personal headset;

  • Standing in front of the standee line when the vehicle is in motion;

  • Eating or drinking (ONLY water in a clear container with a screw-top lid will be permitted);

  • Exhibiting personal hygiene that may cause a health or safety hazard;

  • Littering;

  • Misuse of fare media, including counterfeit or stolen fare media;

  • Refusal to pay a fare or refusal to show appropriate fare media to a GoCary Bus Operator when requested.

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Reasonable Modifications

In accordance with the requirements of Title II of the Americans with Disabilities Act of 1990, the Town of Cary, North Carolina and GoCary will not discriminate against qualified individuals with disabilities on the basis of disability. 

The Town will make reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all Town programs, services, and activities. 

The ADA does not require the Town to take any action that would fundamentally alter the nature of its programs or services, or impose an undue financial or administrative burden. 

Individuals with disabilities may request that GoCary make reasonable accommodations in order to fully use transit services.  Whenever feasible, a request for modification to GoCary Fixed Route or Door to Door service, policies, and/or procedures should be made at least 48 hours in advance of when the service is needed.

Examples of a reasonable modification:

It is reasonable for a bus operator to stop ahead of or after a designated stop if there is an obstruction that makes the designated stop inaccessible. However, it is not reasonable to ask a Door to Door operator to take you to another location because you gave the incorrect address during your booking.

It is reasonable to allow a person with a medical condition, such as diabetes, to eat something (such as a hard candy or a chocolate bar) to avoid adverse health conditions.  However, it is not reasonable to consume a meal while on the bus because you didn’t have time to eat your meal before the bus arrived.

Requests for reasonable modifications may be submitted using the GoCary Reasonable Modification Request Form.

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Service Animals

Service animals authorized by the American with Disabilities Act (ADA) are allowed on all GoCary vehicles.  All other animals, including companion and/or support animals are not allowed.

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Shopping/Utility Carts & Other Wheeled Items

Shopping carts, bicycles, and other large items are not allowed on GoCary vehicles.

Suitcases and small utility carts will be allowed on GoCary vehicles provided they meet the following guidelines:

  • Items may not block the aisle at any time;

  • Items must not restrict passenger movement or impede the evacuation of the vehicle in an emergency situation;

  • All items must be safely secured by the passenger on their lap, or under their seat;

  • Shopping/utility carts are not allowed at any time within the mobility device securement area.

Other wheeled items such as skateboards or roller blades/skates may be carried aboard. These items must be stowed in their own bag or held in the passenger's lap. The items may not be stored on the floor of the bus.

Wagons, tricycles, or other wheeled devices that do not qualify as an ADA mobility device are not allowed on GoCary vehicles.

In the event that both bike rack slots are in use, the operator may allow a bicycle on the bus if it can be safely secured and will not interfere with the travel of other passengers. The operator has sole discretion to allow or refuse a bicycle on the bus.

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