Frequently Asked Questions

That’s us! TapSenior is a suite of supportive services designed to help older adults and people with disabilities live safely and independently at home. We’re reliable, affordable, and very easy to use. With one phone call, you can access rides, meals, groceries, prescriptions, and more no smartphone required.

Any phone that can call our TapSenior support line and press number buttons is all you need. We strongly recommend having a mobile phone so you can be reached during ride or delivery services. We use your caller ID to recognize your account, so be sure to register any phone numbers you may call from. You never need an app or smartphone we keep everything simple and senior-friendly.

You can get started by choosing a TapSenior membership plan on our website or by calling our support line to speak with a team member who will help set up your account. Registration only takes a few minutes.

No. TapSenior supports older adults and people with disabilities, but anyone over 18 who needs assistance with transportation or essential services can use the program.

You can request services or speak with a TapSenior team member 24 hours a day, 7 days a week.

You can cancel anytime by calling TapSenior support and speaking with a representative who will assist you.

Membership and service fees are generally non-refundable unless otherwise determined by TapSenior. If you believe there has been an error, please contact our support team and we’ll be happy to review your request.

TapSenior arranges rides through licensed and authorized drivers working with Transportation Network Companies (TNCs) such as Uber and Lyft, where available in Canada.

We place the ride request on your behalf, share any important rider notes, and monitor the trip to help ensure a smooth and safe experience from pickup to drop-off.

Our team is available 24/7 to:

• Provide fare estimates
• Schedule rides in advance
• Set up recurring trips
• Help with groceries, meals, or prescriptions
• Answer any questions

📞 Call (587) 378-6066 to connect with a TapSenior team member.

TapSenior charges a service coordination fee in addition to the transportation provider’s fare. This fee helps cover our:

• 24/7 phone support
• Ride monitoring and assistance
• Technology and coordination systems

Transportation partner fares (such as Uber or Lyft) vary based on time, distance, traffic conditions, and demand. We can provide an estimate when you call to book.

You do not pay the driver directly.

After your trip, we charge the payment method on file for:

1. The transportation provider’s fare

2. TapSenior’s coordination fee

You will see one combined charge for convenience.

If you add prepaid credits to your TapSenior account, a minimum balance may be required to help ensure you have enough funds for both an outgoing and return trip, especially for longer rides.

Tipping is appreciated, especially if a driver provides extra help such as waiting, assisting with bags, or offering additional courtesy.

You can:

• Add a tip by calling TapSenior support after your ride, or
• Give cash directly to the driver

For help adding a tip, please contact us soon after your trip.

📞 (587) 378-6066

Once a ride is accepted by a licensed Transportation Network Company (TNC) driver (such as Uber or Lyft where available), TapSenior immediately begins monitoring the trip.

We review driver and vehicle details against any preferences or mobility notes you’ve shared with us for example, vehicle size, space for a walker, or other accessibility considerations. When needed, we pass helpful rider notes to the driver through the rideshare system so they understand your needs in advance.

If any issues arise such as a driver getting lost, cancelling, or delays we step in to help coordinate a solution. You can also call us during the trip if you need to update the destination or receive assistance.

After the ride ends, we can notify approved family members or caregivers (if listed on your account) and confirm that your trip was completed safely.

Foldable walkers and wheelchairs are usually fine as long as you can get in and out of the vehicle on your own. Drivers are not required to provide physical lifting assistance.

Let our team know about any mobility equipment in advance so we can add notes to your account. If a driver helps lift items, tipping is customary.

Yes. If you need to book a ride to a new location and want operator assistance quickly, call (587) 378-6066 and follow the prompts to connect with support right away.

Yes, you can cancel. However, cancellation fees are set by the transportation provider (Uber/Lyft), not TapSenior.

To avoid a fee, cancel within the first couple of minutes after a driver accepts the ride. Late cancellations may result in a fee, typically in the $5–$10 range, depending on the provider and location.

Drivers may charge a no-show fee if they arrive and cannot locate you after waiting several minutes. These fees are determined by the rideshare provider.

To avoid this:

• Be ready at pickup time
• Keep your phone nearby
• Provide clear pickup instructions

We can save detailed pickup notes for common locations to help drivers find you more easily.

There are two types of concerns:

1. Issues with the transportation provider (driver, route, vehicle, etc.)
TapSenior can submit a report and advocate on your behalf with the rideshare company. Refund decisions are made by the transportation provider, but we help present your case and keep you updated.

2. Issues with TapSenior’s coordination service
Our support team reviews concerns carefully and works to resolve them as quickly as possible, typically within a few business days.

Call us right away at (587) 378-6066.

We report lost items through the transportation provider’s system. If the driver returns your item, the rideshare company may charge a lost item return fee, which is set by them, not TapSenior.

TapSenior does not provide transportation directly. Rides are provided by licensed Transportation Network Companies, which are required by law to carry insurance coverage for riders during trips. Any injury claims would be handled through the transportation provider’s insurance.

Usually, you can tell the driver directly. If there are any issues or changes needed, call (587) 378-6066 and our team can help update the destination through the system.

In many areas, rides arrive within 15–20 minutes, but wait times depend on location, time of day, weather, and driver availability.

Because availability can’t be guaranteed, we recommend having a backup plan for important appointments.

Lots of folks use our services to get to doctor’s appointments but we are no replacement for an ambulance in the event of an emergency.

No. While many people use TapSenior to get to appointments and run errands, we are not a non-emergency medical transportation provider.

Our transportation partners are rideshare and delivery services. Drivers are not medically trained and cannot guarantee they can provide physical assistance or accommodate large mobility equipment such as motorized wheelchairs or scooters.

Transportation Network Companies (TNCs) operate as curb-to-curb services, meaning drivers are not required to help riders enter or exit vehicles.

If you require door-through-door assistance, medical supervision, or specialized accessible vehicles, a licensed medical transportation provider may be a better fit for your needs.

If you’re unsure whether TapSenior is appropriate for your situation, feel free to call us and we’ll help guide you.

📞 (587) 378-6066
📧 contact@tapsenior.com

At this time, TapSenior ride or service credits are non-refundable.

If you ever notice a charge that doesn’t look right or believe there’s been a mistake, please contact our support team and we’ll be happy to review it with you.

📞 Phone: (587) 378-6066
📧 Email: contact@tapsenior.com

We always aim to make every TapSenior ride smooth, safe, and reliable — but if something doesn’t go as expected, we’re here to help make it right.

If you experience an issue with your ride, please contact our support team within 48 hours of the trip so we can review and assist promptly.

📞 Phone: (587) 378-6066
📧 Email: contact@tapsenior.com

Reaching out as soon as possible helps us investigate quickly and advocate on your behalf.

Once we receive your concern, one of our support representatives will forward your concern to our partner for a resolution. Once a resolution has been reached, we will contact you via automated phone call and email to provide you an update.

Please keep in mind that if events outside your driver’s control (such as traffic, weather or road blocks) impact your travel time or usual route, we may not be able to provide a refund. Also, any trip that is 30 days or older, cannot be disputed.

Account holders should not request a ride for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride. An under 18 taking a trip alone is a safety concern, and our Community Guidelines help keep you and the rider safe.

Most meal deliveries arrive within 30–90 minutes, depending on restaurant preparation time, distance, and driver availability.

TapSenior’s automated phone system lets you reorder from your saved or past meals anytime, even outside of live support hours.

Yes, tipping is always appreciated. You can add a tip when placing the order or provide cash directly to the driver at delivery.

Absolutely! We can save your favorite meals to your account so reordering is faster and easier next time.

Just let us know about any allergies or dietary restrictions. We’ll pass that information to the restaurant to help ensure your meal is prepared accordingly.

No problem. We can suggest popular local restaurants and help you choose meals that match your tastes and dietary needs.

If something isn’t right with your meal (missing items, incorrect order, or quality concerns), please contact TapSenior Support within 24 hours of delivery so we can help resolve it quickly.

📞 Phone: (587) 378-6066
📧 Email: contact@tapsenior.com

Once we receive your concern, our support team reviews the details and contacts the restaurant or delivery provider. After a resolution is determined, we’ll follow up with you to explain the outcome.

Please note: orders older than 24 hours may not be eligible for review.

Live meal support is available 7 days a week during extended daytime and evening hours. Automated reordering for saved meals is available 24/7.

Yes! If you have a preferred schedule, call Tel: (587)378 6066 or email us at contact@tapsenior.com and we can set up a standing order for you. This is especially helpful if you’re ordering groceries on behalf of someone else.

Of course! Tipping is encouraged and can be done when you place your order on the phone, or in cash when the driver drops off your delivery.

We recommend that you share with us replacement items or alternative brands. This allows the shopper to select your next best option in case something is out of stock. We’ll save your preferences for next time!

Smart thinking. We are happy to save your shopping list for you, so you can place your orders even faster next time.

We can help you order groceries, vitamins, and household supplies. Just give us a call at Tel: (587)378 6066.

At TapSenior, we work hard to make every service experience smooth and reliable — but if something doesn’t go as expected, we’re here to make it right.

If your grocery, meal, or delivery order has arrived and there’s a problem (missing items, incorrect products, damaged goods, or delivery concerns), please contact TapSenior Support as soon as possible, ideally within 24 hours of delivery. Prompt reporting helps us resolve the issue faster and advocate on your behalf with the store or delivery provider.

You can reach our team by phone, and we’ll review the situation, document the issue, and work toward a fair solution for you.

Your comfort and peace of mind matter to us, and we appreciate you letting us know when something isn’t right.

Once we receive your concern, one of our support representatives will forward it to our partner for resolution. Once a resolution has been reached, we will contact you via email to provide you with an update.

Please keep in mind that any order that is older than 7 days, cannot be disputed.

Our Grocery department is available 7 days a week.

Eastern time: 8:00 AM – 9:00 PM
Central time: 7:00 AM – 8:00 PM
Mountain Time: 6:00 AM – 7:00 PM
Pacific time: 5:00 AM – 6:00 PM

They will need to know your first and last name, phone number, date of birth, and home address.

We strongly suggest calling the pharmacy to have your card on file, so it is paid for at the moment of pick-up, for safety purposes.

It depends on driver availability, distance, and how long it takes to claim your medication.

Our medication delivery and special request department is available 7 days a week.
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Eastern time: 8:00 AM – 10:00 PM
Central time: 7:00 AM – 9:00 PM
Mountain Time: 6:00 AM – 8:00 PM
Pacific time: 5:00 AM – 7:00 PM

TapSenior can help arrange a wide range of trusted home services for seniors and people with disabilities. This includes handymen, house cleaners, landscapers, snow removal, pet care, painters, plumbers, furniture assembly, and more. Whether it’s changing a light bulb or handling larger home repairs, our team will help find reliable providers in your area and within your budget.

Yes! Just give us a call. Our team will research options in your area and do our best to connect you with the right provider. If you need it, chances are others do too — and we’re always expanding the types of services we support.

Our Home Services support team is available 7 days a week to help arrange services and answer questions.

Support hours (local time):

• Eastern Time: 8:00 AM – 8:00 PM
• Central Time: 7:00 AM – 7:00 PM
• Mountain Time: 6:00 AM – 6:00 PM
• Pacific Time: 5:00 AM – 5:00 PM

Canada’s senior population is growing rapidly, and with that growth comes a greater need for services that are truly accessible. Many everyday services especially transportation and deliveries were not designed with older adults or people with disabilities in mind.

TapSenior was created to bridge that gap. What started as a mission to help older adults stay independent has grown into a trusted support system for seniors and families across Canada. We believe aging shouldn’t mean losing access to modern conveniences. Everyone deserves safe, reliable help getting to appointments, receiving essentials at home, and staying connected to their community.

We understand that assisting seniors and people with mobility or health needs requires patience, awareness, and clear communication. One common challenge families face when arranging services for older loved ones is not knowing whether the driver or provider is comfortable offering a little extra support.

That’s why TapSenior adds an extra layer of communication and coordination. When a ride or service is arranged through TapSenior, partners are informed that the request involves an older adult or a person who may need additional assistance. This helps ensure the match is a good fit from the start.

If a driver or service provider ever feels the request isn’t right for them, they can decline according to their platform’s normal process. TapSenior’s role is to help set expectations clearly, reduce misunderstandings, and make experiences smoother for everyone involved especially the senior receiving care.

No, you are not required nor expected to help a rider with such tasks. We understand that Lyft and Uber policies are for curb-to-curb services. We do inform you as the driver ahead of time if a passenger does have ambulatory equipment or any extra items that may need to come with them as a heads up in case you did not have room in your car. You may text us cancel anytime if you do not want to drive a TapSenior user. We will cancel the ride so that it does not impact your request fulfillment rate with Lyft or Uber.

We are the agent for customers who wouldn’t necessarily be able to get a Lyft or Uber themselves because they do not (or prefer not to) use smartphones. Some of our customers use assistive devices or have disabilities that they would like shared with their driver. TapSenior helps these folks request their ride and we help ensure pickups are smooth for people who are unfamiliar or uncomfortable with using apps on their own. We match customers with vehicles that reflect their preferences, so they can get in and out the car with ease.

As a driver, you probably understand that some addresses can be tricky with multiple potential pickup locations. We work with riders to pinpoint exactly where they want to be picked up and send that information to you.

We get a lot of people asking us if they can volunteer to drive this population for free. If you’re asking now, you are a treasure to the world. We don’t currently have anything set up for that but you can email contact@tapsenior.ca and you’ll be contacted as stuff develops.

No more than the risk you bear taking a normal passenger because we do not work with passengers that require contact with the driver to help them get into a vehicle. These are third parties and you are covered for 3rd party liability insurance. You may be asked to assist with loading a walker or foldable wheelchair into the trunk of a car, but if that’s the case it will not come as a surprise. We’ll let you know and you can tell us to cancel immediately.

We wish there was a mechanism for us to do this automatically, but all tips would be in the form of cash. Tipping is encouraged and expected, especially in the cases where passengers ask a driver to wait or lift something up.

We always are interesting in feedback from drivers, so please email us at contact@TapSenior.ca!

We believe it’s the right thing to do, but there are some other benefits of driving our customers: 

1) A lot of drivers tell us that our passengers are the nicest they’ve ever met. We of course can’t promise that’ll always be true, but many folks tell us they enjoy these rides.

2) Financially, our callers take trips during off peak hours. In some rural areas they’ve actually increased the business so much that drivers have caught on and are capitalizing on the new markets. With TapSenior, we communicate our customers’ needs to drivers, so you always know exactly what to expect. We hope you’ll want to help older adults and people with disabilities as much as we do.

Fill out this form on our Partnerships page. We look forward to hearing from you!

We can either use a debit/credit card that we charge at the completion of every ride or invoice you in advance for a month’s worth of rides.

When you set up an account with us, we provide you with your own custom registration page. Anyone that you sign up through this page automatically gets added to the subsidy program you have set up.

TapSenior subcontracts rides through Lyft and Uber. Both those companies carry insurance policies that protect the rider, driver and any affected third parties in the event of an accident. They both carry: $1 million of liability coverage per incident, $1 million of uninsured/underinsured motorist bodily injury coverage per incident, and Lyft has information about their insurance policies by each state here. Uber does the same here.

You need a touch tone telephone that can call Tel: (587)378 6066. We highly recommend riders have a cell phone so they can always be reached.

Walkers and foldable wheelchairs are no problem, as long as you can transfer yourself into a car without assistance. We can check with drivers to insure they’re comfortable meeting that request. Let any operator know and they’ll add the appropriate notation to your account. Whenever driver’s are asked to lift something it’s customary and appropriate to offer a tip.

We work with on demand transportation services like Lyft to ensure that you can get affordable rides within 15 minutes. You can learn more about how Lyft and Uber background check their drivers at TapSenior.com/safety. In addition, TapSenior operators communicate, screen and monitor rides to make sure every ride completes safely and successfully.