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    Cancellation & Refund Policy

    Last Updated: March 2026

    Quick Summary

    $60

    Non-refundable booking fee applies to all reservations

    64:
    65: 24+ hrs 66:
    67:

    68: Cancel 24+ hours before pickup for 35% trip cost refund (minus booking fee) 69:

    70:

    1. Non-Refundable Booking Fee

    A $60 booking fee is charged at the time of reservation to secure your crew and vehicle. This fee:

    • Covers administrative costs and crew scheduling
    • Reserves the vehicle for your specific time slot
    • Is non-refundable under any circumstances
    • Applies to all bookings regardless of trip type or distance

    2. Refund Tiers Based on Notice Given

    The refund amount for your trip cost (excluding the $60 booking fee) depends on how much notice you provide before your scheduled pickup time:

    24+ hours before pickup
    35% refund
    12-24 hours before pickup
    20% refund
    2-12 hours before pickup
    10% refund
    Under 2 hours before pickup
    0% refund

    Note: All refund percentages apply to the trip cost only. The $60 booking fee is always retained.

    3. Same-Day Booking Cancellations

    For bookings made and cancelled on the same day, additional rules apply:

    Unit NOT Dispatched

    If cancelled before our unit is dispatched, only the $60 booking fee is charged. No trip cost refund applies.

    Unit IS Dispatched

    If our unit is already dispatched or en route, you will be charged the $60 booking fee + $100 dispatch fee.

    4. No-Show Policy

    A "no-show" occurs when our transport crew arrives at the scheduled pickup location and the patient is not available for transport.

    • No refund is issued for no-shows
    • Our crew will wait up to 15 minutes past the scheduled pickup time
    • After the grace period, the trip is marked as a no-show
    • Full trip cost plus booking fee will be charged

    5. On-Scene Cancellation Surcharge

    If you cancel after our crew has arrived at your pickup location, the following charges apply:

    Full trip cost + 60% surcharge

    You will be charged the full trip cost plus an additional 60% surcharge to cover wasted crew time, fuel, vehicle wear, and lost scheduling opportunity.

    Example: On a $200 trip cancelled on-scene, the total charge would be $200 + $120 (60%) = $320, plus the $60 booking fee.

    6. Long-Distance Trip Cancellations

    For trips exceeding 30 miles one-way:

    • Additional cancellation fees may apply at company discretion
    • Refund amounts may be reduced based on committed resources
    • 48+ hours notice is strongly recommended for long-distance trips
    • Contact us directly for specific cancellation terms before booking

    7. Refund Processing

    • Refunds are processed within 5-10 business days
    • Funds are returned to the original payment method
    • Credit card refunds may take additional time depending on your bank
    • You will receive email confirmation when the refund is processed

    8. Company Discretion

    Heart2Heart Medical Transport reserves the right to:

    • Determine final refund amounts at our discretion
    • Consider extenuating circumstances on a case-by-case basis
    • Waive or reduce fees in emergency medical situations
    • Modify this policy with reasonable notice to customers

    We understand that medical situations can be unpredictable. If you have special circumstances, please contact us to discuss your situation.

    9. How to Cancel

    To cancel your scheduled transport, please contact us as soon as possible:

    (678) 696-1583

    Dispatch Line

    info@heart2hearttrans.com

    Email Support

    Tip: Cancelling as early as possible gives you the best chance of receiving the maximum refund amount.

    This policy is part of our Terms of Service.

    Questions about this policy? Contact us.

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