Effective Date: January 30, 2025
This Refund & Cancellation Policy applies to private-pay transportation services provided by Wheels To Go LLC, including Basic Life Support (BLS) ambulance/stretcher transportation, wheelchair transportation, ambulatory transportation, medical appointment transportation, hospital and facility discharge transportation, and other non-emergency medical transportation services.
By booking and paying for transportation with Wheels To Go LLC, the customer, patient, responsible party, facility, or other person arranging transportation acknowledges and agrees to this Refund & Cancellation Policy.
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1. CANCELLATIONS
We understand that medical appointments, hospital discharges, procedures, and patient circumstances can change unexpectedly.
Customers should notify Wheels To Go LLC as soon as possible when transportation is no longer needed.
Cancellation charges depend on how much notice is provided and whether a vehicle and crew have already been assigned or dispatched.
Cancellation More Than 24 Hours Before Pickup
Transportation cancelled more than 24 hours before the scheduled pickup time is eligible for a full refund of transportation charges paid to Wheels To Go LLC.
Cancellation 12–24 Hours Before Pickup
If transportation is cancelled between 12 and 24 hours before the scheduled pickup time, Wheels To Go LLC reserves the right to charge a cancellation fee of up to 25% of the scheduled transportation charge.
The remaining amount will be refunded.
Cancellation Less Than 12 Hours Before Pickup
If transportation is cancelled less than 12 hours before the scheduled pickup time, Wheels To Go LLC reserves the right to charge up to 50% of the scheduled transportation charge.
This reflects the vehicle, crew, scheduling, and operational resources reserved specifically for the transportation.
Cancellation After Dispatch
Once an ambulance, wheelchair vehicle, or transportation crew has been dispatched toward the pickup location, the trip is considered dispatched.
If transportation is cancelled after dispatch, Wheels To Go LLC reserves the right to charge a dispatch/cancellation fee of up to 75% of the scheduled transportation charge.
Cancellation After Vehicle/Crew Arrival
If the Wheels To Go vehicle or crew has arrived at the pickup location and transportation is then cancelled, refused, or no longer required, the trip may be considered a late cancellation/no-show.
Up to 100% of the scheduled transportation charge may be non-refundable, depending upon the circumstances and costs incurred.
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2. NO-SHOW POLICY
A trip may be considered a no-show when:
* The patient is not present at the scheduled pickup location;
* The patient or responsible party cannot be contacted;
* The patient refuses transportation after the vehicle or crew arrives;
* The patient leaves the pickup location without notifying Wheels To Go;
* The customer provided an incorrect pickup date, time, or location;
* The crew cannot reasonably access the patient because required arrangements were not made; or
* The patient is not ready within a reasonable period and the delay prevents the crew from completing the scheduled transportation.
A no-show may result in up to 100% of the transportation charge being non-refundable.
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3. HOSPITAL AND FACILITY DISCHARGE DELAYS
Wheels To Go understands that hospital and facility discharge times frequently change.
If a discharge is delayed, the facility, patient, family member, case manager, or responsible party should contact Wheels To Go as soon as possible.
We will make reasonable efforts to accommodate a changed discharge time based on crew and vehicle availability.
A reasonable discharge delay will not automatically be treated as a cancellation.
However, significant delays may require the transportation to be rescheduled and may result in additional waiting, rescheduling, or dispatch charges when a vehicle and crew have already been committed to the transportation.
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4. MEDICAL APPOINTMENT DELAYS
For round-trip medical appointments, the return pickup time may depend upon when the patient is released from the appointment.
When waiting time is included in the transportation quote, the included waiting period will be stated or communicated when the transportation is booked.
If an appointment extends substantially beyond the included waiting period, additional waiting charges may apply.
If the vehicle or crew must leave to complete another scheduled transportation, Wheels To Go will make reasonable efforts to arrange the patient’s return transportation as soon as operationally possible.
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5. ROUND-TRIP TRANSPORTATION
A round-trip reservation consists of transportation to the destination and return transportation as agreed at booking.
If the outbound portion has already been completed and the customer subsequently cancels the return trip, the completed outbound transportation is not refundable.
Any refund relating to the unused return portion will depend on the circumstances, advance notice provided, and whether a vehicle or crew has already been reserved or dispatched for the return trip.
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6. RESCHEDULING
Whenever possible, Wheels To Go will allow customers to reschedule rather than cancel transportation.
Transportation rescheduled with sufficient advance notice generally will not incur a cancellation charge.
Last-minute rescheduling may be subject to a fee when a crew or vehicle has already been assigned or dispatched.
All rescheduled transportation is subject to availability.
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7. CUSTOMER-PROVIDED INFORMATION
Transportation quotes and reservations are based on information provided by the customer, facility, patient, family member, case manager, or responsible party.
Customers must provide accurate information concerning:
* Patient mobility;
* Patient weight;
* Wheelchair or stretcher requirements;
* Number of stairs;
* Accessibility of the residence or facility;
* Oxygen requirements;
* Special medical needs;
* Bariatric requirements;
* Pickup and destination addresses;
* Appointment/discharge information; and
* Other circumstances affecting safe transportation.
If important information was not disclosed and Wheels To Go determines upon arrival that transportation cannot safely be performed as scheduled, cancellation, dispatch, waiting, or other reasonable charges may apply.
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8. SAFETY-RELATED CANCELLATIONS
Wheels To Go reserves the right to decline or discontinue transportation when our crew reasonably determines that transportation cannot be safely performed.
Examples may include:
* The patient’s condition requires a higher level of medical care;
* Unsafe stairs or access conditions;
* Patient weight or equipment requirements were materially misrepresented;
* Required equipment or additional personnel are unavailable;
* Threatening or violent behavior;
* Unsafe environmental conditions; or
* Any circumstance presenting an unreasonable risk to the patient, crew, or public.
Refund eligibility in these situations will be determined based on the circumstances, including whether the condition was disclosed before transportation was scheduled and whether Wheels To Go incurred dispatch or other costs.
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9. CANCELLATIONS BY WHEELS TO GO LLC
If Wheels To Go LLC cancels transportation because we are unable to provide the scheduled service and the customer did not cause the cancellation, the customer will receive a full refund of amounts paid for the transportation that was not provided.
Examples may include an unexpected vehicle failure, unavailable crew, or other operational circumstances preventing Wheels To Go from providing the scheduled service.
Wheels To Go will make reasonable efforts to notify the customer promptly.
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10. WEATHER AND EVENTS BEYOND OUR CONTROL
Transportation may be delayed, rescheduled, or cancelled because of severe weather, flooding, hazardous road conditions, road closures, government restrictions, major accidents, emergencies, natural disasters, or other circumstances outside Wheels To Go’s reasonable control.
When possible, Wheels To Go will offer rescheduling.
Refunds in these circumstances will be determined based on whether transportation was provided and the expenses already reasonably incurred.
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11. REFUNDS FOR COMPLETED TRANSPORTATION
Once transportation has been successfully provided, charges for the completed transportation are generally non-refundable.
A customer’s dissatisfaction does not automatically entitle the customer to a refund.
However, Wheels To Go encourages customers to contact us regarding service concerns. We will review legitimate concerns individually and may issue a full or partial refund or account credit when appropriate.
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12. DUPLICATE OR INCORRECT PAYMENTS
If a customer is accidentally charged twice for the same payment or Wheels To Go confirms that an incorrect amount was charged, the incorrect or duplicate amount will be refunded.
Customers should contact Wheels To Go promptly after discovering a billing error.
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13. REFUND METHOD
Approved refunds will generally be returned to the original payment method whenever possible.
For credit/debit card payments, the time required for the refund to appear in the customer’s account is controlled partly by the customer’s bank, card issuer, payment processor, and payment network.
Wheels To Go cannot guarantee the exact date on which an approved refund will appear in the customer’s account after it has been processed.
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14. PROCESSING TIME
Approved refund requests will normally be submitted for processing within 5–10 business days after approval.
Banking or card-processing times may require additional time before the refund appears on the customer’s statement.
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15. PAYMENT PROCESSING FEES
To the extent permitted by applicable law and payment-processing rules, payment-processing or other fees that are not returned to Wheels To Go by the payment processor may be non-refundable.
Wheels To Go will not impose or retain a fee when prohibited by applicable law, payer requirements, or payment-network rules.
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16. INSURANCE, MEDICARE, MEDICAID & BROKER TRANSPORTATION
This Refund & Cancellation Policy is primarily intended for private-pay transportation.
Transportation paid for or arranged through Medicare, Medicaid, an insurance company, transportation broker, managed-care organization, healthcare facility, government program, or other third-party payer may be subject to separate billing and cancellation requirements.
When those requirements conflict with this policy, the applicable law, payer contract, program requirement, or transportation agreement will control.
Patients will not be charged cancellation, no-show, or other fees when such charges are prohibited by applicable law or the applicable payer agreement.
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17. CREDIT CARD DISPUTES AND CHARGEBACKS
Customers who believe they were charged incorrectly are encouraged to contact Wheels To Go before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.
Wheels To Go maintains transportation records and may provide relevant documentation to the payment processor or financial institution when responding to a payment dispute or chargeback.
Nothing in this policy limits any lawful rights a customer may have through their financial institution or applicable consumer-protection laws.
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18. REFUND REQUESTS
To request a refund, the customer should contact Wheels To Go LLC and provide:
* Patient or customer name;
* Date of transportation;
* Invoice or transaction number, if available;
* Amount paid;
* Reason for requesting the refund; and
* Contact information.
Wheels To Go may request additional information reasonably necessary to investigate the request.
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19. REFUND REVIEW
Submitting a refund request does not automatically guarantee a refund.
Each request will be reviewed based on:
* Whether transportation was provided;
* When the cancellation occurred;
* Whether a vehicle or crew had been dispatched;
* Expenses already incurred;
* Information provided when booking;
* Applicable written quotes or agreements;
* Applicable laws and regulations; and
* Any applicable payer or facility contract.
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20. EXCEPTIONS
Wheels To Go recognizes that extraordinary circumstances can occur, particularly involving medical transportation.
Management may waive or reduce a cancellation or no-show charge when appropriate based on documented medical emergencies, hospitalization, death, or other exceptional circumstances.
Any exception granted in one situation does not require Wheels To Go to grant the same exception in another situation.
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21. POLICY CHANGES
Wheels To Go LLC may update this Refund & Cancellation Policy from time to time.
The policy applicable to a reservation will generally be the version in effect when the transportation is booked, unless applicable law requires otherwise.
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22. CONTACT US
Questions regarding cancellations, refunds, billing, or this policy should be directed to:
Wheels To Go LLC
Ambulance & Non-Emergency Medical Transportation Services
Delaware
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ACKNOWLEDGMENT
By booking and/or paying for private-pay transportation with Wheels To Go LLC, the customer acknowledges that they have had an opportunity to review this Refund & Cancellation Policy and agree to the applicable cancellation and refund conditions.
Professional • Safe • Reliable • Compassionate Transportation
