Cancelling a Ride
Cancelling a Ride
You must cancel your trip if you no longer require it. Giving us as much notice as possible will allow additional availability for other clients. It is important to contact the office no later than 12:00 p.m. the day before your scheduled ride by phone. You must speak to a staff members to cancel or reschedule a ride.
Late cancellations and no-shows
A cancellation is late if it is reported to our office later than 12:00 p.m. the day before a scheduled ride.
If you cancel late or do not show at the door without notifying us, you will need to pay 50% of the fee and will be entered into the Late Cancellation/No-Show Program that is based on a point system. The return portion of a no-show will automatically be cancelled. If you are not present at the scheduled pick-up time and location, the driver will wait ten minutes and then leave.
How the point system works
Below the various point levels and the resulting steps that we will take:
- 4 points: A formal letter documenting your late cancellations and/or no shows.
- 8 points: You are unable to use our services for one week.
- 18 points: You are unable to use our services for two weeks.
- 24 points: You are unable to use our services for 30 days. A phone interview with us will be required to review your service needs.
- 30 points: You are unable to use our services for 60 days. A phone interview with us will be required to review your service needs.
- 36 points: You are unable to use our services for 90 days or longer at our discretion. A phone interview with us will be required to review your service needs.
Important
You have to pay 50% of the fee when cancelling late or not showing at the door without notifying.
All points will be on your record for one year.
Trip cancellations for medical appointments will be reviewed and are at the discretion of the Lead Dispatcher.
All late cancellations are counted as one point and all no-shows are counted as two points.