Cancellation & Refund Policy

I recommend we make this fair but protective. Procedure schedules get moved, and I don't want the policy to punish a customer whose facility reschedules three days beforehand. But once you have blocked out time, turned down another ride, or started driving, the policy needs teeth.

CANCELLATION & REFUND POLICY
Effective Date: August 12, 2026

True Standard Logistics reserves transportation time specifically for accepted reservations. The following cancellation and refund terms apply to procedure transportation unless different terms are stated in writing for a particular service.

$15 Reservation Payment

The $15 reservation payment is applied toward the customer's approved transportation fare.

Once an approved trip has been reserved, the $15 reservation payment is generally non-refundable, except when True Standard Logistics cancels the trip because we are unable to provide the confirmed service.

Cancellation 24 Hours or More Before Service

When a customer cancels at least 24 hours before the scheduled service time, amounts paid above the $15 reservation payment will be refunded.

If the procedure was rescheduled by the facility, the customer may request that the $15 reservation payment be transferred one time to a new transportation date within 30 days, subject to availability.

Cancellation Less Than 24 Hours Before Service

For cancellations received less than 24 hours before the scheduled service time, the $15 reservation payment remains non-refundable.

If the customer has already paid the remaining fare and the driver has not been dispatched, 50% of amounts paid above the $15 reservation payment will be refunded.

Driver Dispatched / No-Show

Once the driver has been dispatched for the reservation, payments are non-refundable.

A passenger will be considered a no-show when the driver arrives at the confirmed pickup location and, after reasonable attempts to contact the passenger, the passenger does not appear or cannot proceed with the scheduled transportation.

Passenger or Facility Requirements Not Disclosed

A refund may not be available when transportation cannot be completed because material passenger needs or facility requirements were not disclosed and those requirements place the requested service outside the scope previously approved by True Standard Logistics.

Examples include an undisclosed requirement for wheelchair or stretcher transportation, lifting, specialized medical transport, or an extended onsite driver requirement that was not included in the approved reservation.

Facility Delays

A delayed discharge is not automatically treated as a cancellation.

True Standard Logistics will make reasonable efforts to coordinate with the passenger and facility. Extended standby is subject to driver availability and may require an additional charge.

If the delay makes completion of the original trip impracticable, we will discuss available options with the customer.

Cancellation by True Standard Logistics

If True Standard Logistics cancels a confirmed reservation because we are unable to provide the scheduled transportation, the customer will receive a full refund of amounts paid, including the $15 reservation payment.

The customer may instead choose to apply the payment toward a rescheduled service when available.

Refund Processing

Approved refunds will be returned to the original payment method when practicable. The time required for the refund to appear in the customer's account may depend on the customer's financial institution or payment processor.

How to Cancel

Customers should cancel as soon as possible by contacting:

True Standard Logistics
Call/Text: 623-428-9870
Email: billing@truestandardlogistics.com