Plans change — especially around hospital appointments and discharges. Here is how cancelling, changing and waiting work.
- Free cancellation up to 2 hours before pick-up.
- Cancelling later than that: $50.00 fee.
- No-show (the driver arrives and the passenger is not there and cannot be contacted): $50.00 fee.
- The driver waits 5 minutes free of charge; after that, waiting time is charged at the normal rate.
How to cancel or change a booking
- Use the link in your booking confirmation (SMS or email).
- Or call us — any time, day or night.
- Regular bookings (for example dialysis or day programs) can be paused for a date without cancelling the whole series.
Appointments that run late
Appointments and hospital discharges often run over. Book a “pick up when ready” return trip and tap “I’m ready” on your booking page or call us when you are done — the waiting rules above apply only once the driver has arrived at the time you asked for.
If we have to cancel
If we cannot do your trip, we tell you as soon as possible and do not charge you. Any deposit you paid for that trip is refunded in full.
The full rules are in our Terms & Conditions.
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