At Upfront Transportation, we understand that medical appointments can change. However, to ensure we can provide timely service to all our clients, we have established the following policy:
1. Cancellation Notice
Standard Cancellations: We require at least 24 hours’ notice for any ride cancellation.
Same-Day Cancellations: Cancellations made with less than 24 hours’ notice may be subject to a “Late Cancellation Fee.”
2. No-Show Policy If our driver arrives at the scheduled pick-up location and the passenger is not present or ready within 15 minutes of the scheduled time, it will be considered a “No-Show.” In this case, the full fare may be charged, or a dedicated No-Show fee will apply.
3. Refund Policy
Prepaid Private Rides: If you cancel at least 24 hours in advance, a full refund will be processed to the original payment method.
Late Cancellations: For rides cancelled with less than 24 hours’ notice, a partial refund may be issued, minus a service fee, or the payment may be kept as credit for future travel.
Insurance-Covered Rides (Medicaid/Medicare): Cancellations for insurance-covered rides must follow the specific guidelines of your provider. Please notify both Upfront Transportation and your insurance broker.
4. Policy Exceptions We recognize that medical emergencies occur. Exceptions to these fees may be granted at the discretion of management in cases of documented hospital admissions or provider-side cancellations.