Cancellation Policy
This Cancellation Policy explains how to cancel or change a non-emergency medical transportation request or confirmed ride with Non Emergency Medical Ride LLC. It also explains no-shows, recurring trips, medical appointment changes, company-initiated cancellations, and how refunds or credits are reviewed when applicable.
Cancel Early
Tell us as soon as you know the confirmed ride will not be needed.
Contact Us Directly
Call, email or use WhatsApp to request a cancellation or change.
Recurring Trips
Tell us whether you are cancelling one date or the entire schedule.
Trip-Specific Charges
Any applicable cancellation or no-show charge should be disclosed at booking.
The Policy Depends on Whether the Ride Has Been Confirmed and What Has Already Occurred
A transportation inquiry or website form is not automatically a confirmed reservation. A ride becomes confirmed only after Non Emergency Medical Ride reviews the trip and communicates confirmation.
If you no longer need transportation, please contact us promptly. This is especially important for wheelchair, stretcher, long-distance and recurring transportation because vehicles and scheduling may have been reserved around the confirmed trip.
The financial effect of a cancellation can depend on the confirmed booking, how much notice was provided, whether a vehicle or driver had already been committed or dispatched, and whether a cancellation or no-show charge was disclosed before confirmation.
What Typically Happens at Different Stages of a Ride Request
| Ride Status | Cancellation Status | What to Expect |
|---|---|---|
| Request submitted but not confirmed | Close the request | Tell us the transportation is no longer needed. An unconfirmed inquiry is not a confirmed ride. |
| Confirmed ride cancelled with advance notice | Review booking terms | We update the schedule. Any charge depends on what was disclosed for the confirmed trip. |
| Same-day / late cancellation | May affect charges | A disclosed cancellation, dispatch or waiting-related charge may apply depending on the confirmed booking and work already committed. |
| Driver / vehicle already dispatched | Trip-specific review | Contact us immediately. The outcome depends on the trip terms and resources already assigned. |
| No-show | Possible no-show charge | A no-show charge applies only if it was disclosed for the confirmed ride. |
This guide is intended to explain the process and does not replace trip-specific terms communicated with a quote or confirmation.
Contact Us Directly and Identify the Confirmed Trip
To cancel, reschedule or change transportation, contact us through one of the methods below:
- Call 909-301-4850 .
- Email info@nonemergencymedicalride.com .
- Contact us through WhatsApp at the same business number.
Please provide enough information to identify the ride, including the passenger name, scheduled date and time, pickup location and whether you want to cancel, reschedule or modify the trip.
Identify the Ride
Give us the passenger name, scheduled date/time and pickup information.
Tell Us the Change
Explain whether the ride should be cancelled, rescheduled or otherwise modified.
Receive Confirmation
Make sure the cancellation or change has been acknowledged by our team.
Cancel as Early as Reasonably Possible
Once transportation has been confirmed, a driver, vehicle, route or scheduling capacity may have been reserved for the trip. Contact us as soon as you know the transportation is no longer needed.
When a confirmed ride is cancelled, we may review:
- How much notice was provided.
- Whether a driver or vehicle was already assigned.
- Whether the vehicle had already been dispatched.
- Whether the trip involved special equipment or transportation type.
- Whether the trip was one-way, round trip, recurring or long distance.
- Any cancellation terms disclosed with the quote or confirmation.
If no cancellation charge was disclosed for the trip, this policy by itself does not create one.
Late Changes Can Affect Vehicle Availability and Scheduling
Same-day changes may be difficult to accommodate because vehicle assignments, driver schedules and other passenger trips may already be arranged.
If a pickup time, destination, transportation type, passenger mobility information, additional passenger or other important trip detail changes, contact us immediately.
A requested same-day change is not guaranteed. If the change materially affects route, transportation type, duration, staffing, equipment or scheduling, the trip may need to be repriced, rescheduled or reviewed again before it can proceed.
When a Confirmed Passenger Does Not Travel
A no-show can occur when transportation has been confirmed and the driver or vehicle is dispatched or arrives, but the passenger does not travel and the trip cannot be completed.
Examples can include:
- The passenger is not present at the confirmed pickup location.
- The passenger cannot be located after reasonable efforts.
- The passenger no longer needs the ride but the cancellation was not communicated.
- The trip cannot proceed because required transportation information was materially inaccurate or omitted.
- The passenger is not ready and the vehicle cannot continue waiting because of scheduling or operating constraints.
Cancelling One Date Is Different From Cancelling the Entire Schedule
Recurring transportation may include repeating dialysis, rehabilitation, therapy, doctor appointments or other scheduled medical rides.
When contacting us, clearly state whether you are:
- Cancelling one specific ride.
- Changing one date or time.
- Pausing a recurring schedule.
- Cancelling the full recurring transportation arrangement.
Unless you ask to cancel the full schedule, cancelling one occurrence does not automatically cancel later confirmed rides.
Repeated no-shows, frequent late cancellations or material schedule changes may require the recurring arrangement to be reviewed so vehicle availability can be managed accurately.
Hospital, Dialysis, Doctor and Facility Schedules Can Change
Medical appointments are sometimes cancelled, delayed, rescheduled or completed later than expected. Contact us as soon as you learn that the healthcare schedule has changed.
Appointment cancelled before pickup
Tell us immediately so we can update the transportation schedule and review any applicable confirmed-trip terms.
Appointment running late
If return transportation depends on the appointment ending, contact us with the updated timing. We will review availability.
Hospital discharge delayed
Discharge timing is often controlled by the facility. Keep us informed when possible so the return or discharge transportation can be reviewed against real-time scheduling.
Passenger condition changes
If the passenger’s mobility or transportation needs change, tell us before pickup. A different transportation type may be necessary and availability must be confirmed.
Some Conditions Can Affect Our Ability to Complete a Confirmed Trip
Although we plan around confirmed transportation, circumstances can arise that require a ride to be delayed, modified, rescheduled or cancelled.
Examples can include:
- Vehicle or equipment problems.
- Driver unavailability.
- Severe traffic or road closures.
- Weather or unsafe driving conditions.
- Unexpected operational disruptions.
- Incorrect or incomplete passenger information that makes the planned transportation unsuitable.
- Safety conditions at pickup or destination.
- A passenger requiring emergency or clinical transportation beyond the confirmed service.
When possible, we will try to communicate a material change promptly and review whether another scheduling option is available. Availability of a replacement ride is not guaranteed.
Refund Eligibility Depends on the Confirmed Booking and What Services Were Already Performed
If payment was collected before a cancellation, any refund or credit is reviewed based on the confirmed booking terms, the reason and timing of the cancellation, and whether transportation resources had already been assigned, dispatched or used.
When a refund is approved, processing time may depend on the original payment method, financial institution or payment processor.
A refund does not necessarily appear immediately after approval. We can confirm our processing status, but we cannot control posting times used by a card issuer, bank or third-party payment provider.
Contact Us if You Disagree With a Cancellation or Charge
If you have a question about a cancellation, no-show, refund, credit or charge, contact us with the passenger name, trip date and details of the issue.
We can review the booking record, relevant communications, trip status and any applicable confirmed terms.
This policy should be read together with our Terms of Service and Privacy Policy .
Cancellation, Rescheduling and Ride-Change Contact
Non Emergency Medical Ride LLC
Registered in Montana
Head office: Montana
California operation: Los Angeles County
Phone:
909-301-4850
Email:
info@nonemergencymedicalride.com
Cancellation Policy FAQs
Direct answers about cancelling confirmed rides, no-shows, recurring transportation, medical appointment changes, refunds and Los Angeles County NEMT bookings.
How do I cancel a scheduled ride?
Call 909-301-4850, email info@nonemergencymedicalride.com, or contact us through WhatsApp. Include the passenger name, scheduled date and time, pickup location and enough information for us to identify the confirmed trip.
Does submitting a ride request create a cancellation charge?
No. A ride request that has not yet been confirmed is not a confirmed reservation. If you no longer need an unconfirmed request, contact us so we can close it.
Will I be charged if I cancel a confirmed ride?
A cancellation, late-cancellation, no-show, waiting-time or dispatch charge applies only when it was disclosed as part of the applicable quote, booking confirmation or trip-specific terms. This policy does not create a universal cancellation fee by itself.
What is considered a no-show?
A no-show can occur when a confirmed vehicle arrives or is dispatched for the scheduled trip but the passenger does not travel, cannot be located, is not ready within the applicable operating circumstances, or the ride cannot proceed because required trip information was inaccurate or omitted.
What happens if my medical appointment is cancelled?
Contact us as soon as you learn the appointment is cancelled or changed. We will review whether the transportation can be cancelled, rescheduled or modified and whether any disclosed trip-specific charge applies.
Can I cancel only one ride in a recurring schedule?
Yes. Tell us whether you are cancelling one occurrence or the entire recurring schedule. Cancelling one date does not automatically cancel the remaining recurring rides unless you specifically request that change.
What if the hospital or clinic delays my return trip?
Contact us as soon as possible. Return transportation may be affected by appointment, discharge or facility delays. Availability, waiting arrangements and any applicable charges depend on the confirmed trip terms and real-time scheduling.
What if Non Emergency Medical Ride has to cancel or change my ride?
If we cannot provide a confirmed ride because of vehicle availability, mechanical issues, severe traffic or road conditions, weather, safety concerns or another operational circumstance, we will try to communicate the change as soon as reasonably possible and review available options.
How are refunds or credits handled?
If a payment was collected and a refund or credit may be due, it is reviewed based on the confirmed booking terms, the reason for cancellation, services already performed or dispatched, and the original payment method. Processing time can depend on the payment provider.
Does the cancellation policy apply to Los Angeles County rides?
Yes. Non Emergency Medical Ride LLC is registered and headquartered in Montana and operates a California base serving Los Angeles County. This policy applies to confirmed transportation arranged through our California operation unless a trip-specific agreement states otherwise.
Need to Change a Ride — or Request a New One?
For an existing confirmed ride, contact us directly before submitting a replacement request. For a new trip, use the Request a Ride page to send the current passenger, destination and scheduling information.