Cancellation policy

When you book a ride, we reserve a driver and vehicle just for you — often turning away other riders to do it. Late cancellations mean that time can't go to someone else who needs a ride, so we ask for as much notice as possible.

Free cancellation

Cancel by 5:00 PM the business day before your ride and there's no charge. We're closed on weekends, so rides scheduled for Monday must be cancelled by 5:00 PM Friday.

Late cancellation fee

Cancellations made after 5:00 PM the business day before, or on the day of the ride, are subject to a cancellation fee. Dispatch will tell you the current fee amount when you book your ride.

Missed pickup fee

If our driver arrives and you cancel at that time, or you are not at the curb for your scheduled pickup, you will be charged a missed pickup fee. Dispatch will tell you the current fee amount when you book your ride.

When we waive the fee

We won't charge a cancellation fee if:

• You had a medical emergency or were admitted to the hospital.
• Your doctor or facility cancelled or rescheduled your appointment (proof may be requested).
• Severe weather made travel unsafe.
• Our driver arrived more than 15 minutes late.

How to cancel

Call dispatch at (330) 237-7900. If no one answers, leave a voicemail with the rider's name and pickup time — the time your voicemail is received counts as your cancellation time.

Paying a fee

Fees must be paid before your next ride is scheduled. You can pay online on our Pay page or by phone.

Refunds

If you paid for a ride in advance and cancel by 5:00 PM the business day before, or if we cancel or can't complete your ride, we'll refund the ride in full to your original payment method. Refunds usually show up within 5 to 10 business days, depending on your bank. Cancellation and missed pickup fees are not refundable unless they qualify for a waiver above. For refund questions, call our office at (330) 623-4652.

Medicaid and broker rides

Rides arranged through Medicaid or a transportation broker follow your plan's or broker's rules. You will not be charged a cancellation fee by us for these rides.