Cancellation and Refund Policy for Non-Emergency Transportation Services

Last Updated: October 16, 2026

1. Cancellation by the Customer

(a) Cancellations 2 or More Hours Before Pickup

If you cancel your scheduled service 2 or more hours before the scheduled pickup time, you will receive a full refund. Exception: if the driver is already on the way to the pickup location, only the standard pickup fee will be charged and the rest will be refunded.

(b) Cancellations Within 120 Minutes, Last-Minute Cancellations, or No-Shows

If you cancel under 2 hours before the scheduled pickup time, or if there is a no-show, 60% of the total trip fee will be charged.

2. Cancellation by SckanderCareConnect

(a) Operational or Safety-Related Cancellations

We may cancel a scheduled service due to unforeseen circumstances such as:

• Driver or vehicle unavailability
• Unsafe weather or road conditions
• Mechanical issues
• Any situation that compromises safety

In these cases, you will receive a full refund of any payments made.

(b) Cancellations Due to Policy or Safety Violations

If a service request violates our terms or presents a safety risk to our caregivers or drivers, we may cancel the booking.

Refunds will be issued minus any applicable fees, depending on the situation.

3. Refunds

(a) Eligibility

Refunds are issued only when cancellations meet the conditions outlined in this policy.

(b) Processing Time

Eligible refunds will be processed within a reasonable timeframe and returned to the original payment method.

(c) Non-Refundable Fees

Administrative or processing fees may be non-refundable and will be disclosed at the time of booking.

4. Changes to Bookings

(a) Changes Made 120 Minutes or More Before Pickup

We will make reasonable efforts to accommodate changes to pickup time, location, or service details at no additional cost, provided the request is made at least 120 minutes prior to pickup.

(b) Changes Requested Within 120 Minutes

• Not be possible, or
• Result in additional charges

Each request will be evaluated case by case.

5. Contact Information

For questions or assistance regarding this policy, please contact: [email protected]