Cancellation Policy

Call Dispatch. A cancellation or change is recorded only once you have spoken with Dispatch. Submitting another request online does not cancel a scheduled trip, and neither does replying to an automated message. Have this ready when you call: - The rider’s name, as it was given when the trip was requested; - The date of the trip and the pickup time you were given; - The pickup address; - Your request or confirmation reference, if you received one; - Whether you are cancelling the trip or moving it to a different date or time. For a recurring trip, say whether you are cancelling one ride or pausing the whole schedule.

We ask for as much advance notice as possible for any cancellation or schedule change. Notice requirements and any cancellation fee depend on how the trip was arranged — private pay, an authorized health plan trip, or a facility booking — and on the rules of the plan or facility involved.

A trip may be treated as a no-show if the rider is not available at the pickup location, cannot be reached, or declines the trip after a driver has already been dispatched. If you know the rider will not be ready, call Dispatch before the pickup time. Dispatch can often move the pickup instead. Repeated no-shows may affect future scheduling.

A driver who arrives before the rider is ready will wait where it is safe and practical to do so, and will contact Dispatch when a pickup is delayed. Drivers cannot wait indefinitely. Wait periods and any wait-time charge vary by trip, particularly for private-pay rides. If the rider needs more time on the day of the trip, call Dispatch.

Hospital discharge timing, clinic delays, dialysis timing, and other facility-related changes can move a pickup. This is common and it is not treated as a rider cancellation. Call Dispatch as soon as the facility gives you a new time. Adjusting a pickup depends on vehicle and driver availability at the new time.

Where a cancellation follows an emergency, a sudden hospitalization, or a medically necessary change, we review the situation case by case. Tell Dispatch what happened when you call.

For private-pay trips, whether a refund or a service credit is issued depends on when the trip was cancelled, the type of service reserved, the payment processing status, and whether a vehicle and driver had already been dispatched. Ask dispatch about a specific trip, and ask for the outcome in writing if you need a record of it.

If a health plan, facility, or case manager arranged the trip, the organization that authorized it may have its own cancellation and no-show rules, and those may apply alongside ours. Call Dispatch with the trip details and we can tell you who else needs to be notified of the change.