Cancellation Policy

2.19 Compassionate Care Transportation – Cancellation Policy

Effective 12/1/2025

To ensure reliable, timely service for all our clients, Compassionate Care Transportation has implemented the following cancellation policy:

Standard Cancellation Window

Clients may cancel a scheduled ride 48 hours in advance with no penalty.

Late Cancellation Fee

A $50 cancellation fee will be applied if a ride is canceled within 48 hours of the scheduled pickup time.

Same-Day Cancellations or No-Shows

For cancellations made on the same day of the ride, or if the driver arrives and the client is not available (no-show), the full $50 cancellation fee will apply.

Rescheduling

Rides may be rescheduled 24 hours in advance of the scheduled pickup time, and avoid the $50 fee. Rides rescheduled within 24 hours of the scheduled pickup time may be subject to a fee*

* See Exceptions below.

Why This Policy Exists

When a ride is canceled without sufficient notice, it prevents us from serving other clients who may be waiting for desperately needed transportation. The fee helps cover the cost of reserved driver time, vehicle scheduling, and operational readiness.

Exceptions

We understand that emergencies happen. Compassionate Care Transportation may waive the cancellation fee in cases of:

• Medical emergencies
• Hospital admission
• Sudden changes ordered by a physician
• Weather-related safety issues
• Exceptions are reviewed on a case-by-case basis.

How to Cancel

Cancellations may be made by:

• Calling our Dispatch Office at: 614-967-9887
• Leaving a voicemail after hours
• Notifying your assigned transportation coordinator (if applicable)

The timestamp of the message will determine whether the cancellation falls inside or outside the 48-hour window.