Cancellation & Refund Policy

We understand that appointments and transportation needs can change. Please let us know as soon as possible so we can adjust your reservation and make the time available to another passenger.

This policy applies to confirmed private-pay reservations and is part of our Terms of Service. Policy version: 2026-09-25.

Requesting a Cancellation or Change

Call or text (971) 287-7766, or reply to any AtlasCare text, with your name, trip date, and trip reference if you have it. You may leave a voicemail outside business hours.

We use the time your text or voicemail reaches our system, or the time you speak with our team, to determine the notice provided — not the time staff reply. We will acknowledge your request. If a text fails to send, please call.

All time windows below use Pacific Time and actual elapsed hours, including weekends and holidays.

Cancellation Charges

These terms apply to confirmed private-pay reservations, including rides paid for by a family member or sponsor. A reservation is confirmed only when we send you a booking confirmation; payment alone does not confirm a reservation.

The base transportation fare is the quoted transportation amount after applicable discounts, excluding separately itemized equipment, additional waiting time, and other optional services. For a round trip, each leg’s base fare is half of the round-trip base fare.

For Wait & Return, the waiting time included in the fare (30 or 60 minutes, depending on distance) is part of the base fare. Unused additional waiting time you prepaid is refunded, as are unused equipment charges. Any additional waiting already provided must have been authorized and is charged at the disclosed rate. We will not charge both waiting and a no-show fee for the same pickup grace period. Total charges will not exceed the agreed charges for the affected services, including authorized additions.

The same notice windows apply to bookings made less than 24 hours before pickup, with one exception: you may cancel free of charge within 30 minutes of receiving your booking confirmation, as long as pickup is still at least 2 hours away and no driver has been dispatched. We disclose the applicable terms before you accept the reservation.

No-Shows and Passenger Readiness

A no-show may be recorded if the passenger is unavailable or cannot be reached at the agreed pickup location 15 minutes after the later of the scheduled pickup time or the driver’s arrival. Before recording a no-show, we will attempt to reach the passenger and the designated trip contact, if one was provided.

If AtlasCare arrives after the confirmed pickup time, no no-show or late-cancellation charge applies to that leg, and our On-Time Guarantee continues to apply.

Please contact us if the passenger needs more time. We will explain whether additional waiting or a revised pickup can be accommodated. An appointment running late is not automatically a no-show; the agreed return arrangement determines the next steps. For a Will Call return, the no-show clock starts only after a pickup time is agreed and the driver arrives, using the later time.

Changes, Round Trips, and Recurring Rides

Changes depend on availability and may affect pricing. If we can move the reservation without a cancellation charge, we will confirm that in writing. Otherwise, the cancellation terms apply to the original reservation, and we will explain any charge before you accept a replacement booking.

For cancellation of an entire round trip before it begins, notice is measured from the outbound pickup. If only a scheduled return is cancelled, notice is measured from that return’s pickup time and charges apply only to that leg. Completed outbound travel remains payable.

For returns without a fixed time, after outbound travel begins:

• Wait & Return: the driver and vehicle stay with the passenger, so cancelling the unused return is treated as a less-than-2-hour cancellation of the return leg.
• Will Call: the vehicle is not held, so there is no charge for cancelling the return before we have agreed a return pickup time with you. After a pickup time is agreed, the notice windows apply from that time.

Unused prepaid additional waiting and equipment charges remain refundable as described above.

For recurring reservations, the notice windows apply to each affected ride. There is no separate fee to stop future rides cancelled at least 24 hours ahead. A separately agreed facility or third-party payer contract governs trips covered by that contract; this private-pay policy does not create charges payable by Medicaid members.

Unexpected Medical Events and Provider Cancellations

If a sudden illness, hospitalization, medical emergency, or healthcare-provider cancellation prevents travel, please contact us as soon as reasonably possible. We will review the circumstances and may waive or reduce the cancellation charge. You do not need to send diagnoses or medical records. If a charge is waived, the corresponding prepaid amount will be refunded; a future ride credit is optional, not required.

When AtlasCare Cannot Provide the Ride

If AtlasCare cancels because of vehicle or staffing problems, unsafe weather or road conditions, or another inability to provide the agreed service, there is no cancellation charge. We refund the full amount paid for the services we cannot provide. Rescheduling or a credit is available only if you prefer it and we can accommodate the new trip.

If payment is received but AtlasCare cannot confirm your requested trip, we refund the full payment without a cancellation charge. If you withdraw a paid request before we send booking confirmation, we also refund the full payment.

This policy does not reduce any refund or remedy owed under AtlasCare’s On-Time Guarantee or applicable law.

How Refunds Are Issued

We decide on refund requests within two business days of receiving them and initiate approved refunds within two business days of approval. We notify you by text when you have agreed to texts, or through your agreed alternative contact method. Card refunds may take 4–14 business days after initiation to appear, depending on the payment processor and bank.

Refunds go back to the original payment source. If someone else paid for the trip, the refund goes to that payer’s original payment source. For payments split between cards and gift cards, we allocate a partial refund proportionally across the original completed payments, without refunding more to any source than was paid from it. Gift-card amounts return to the original gift card; if that cannot be completed, we contact the payer to arrange an appropriate alternative. Cash payments are refunded directly to the payer through an agreed method.

AtlasCare does not deduct a separate processing or refund fee from an amount refundable under this policy. A trip cancellation refund involving a gift card is distinct from a refund of the gift-card purchase itself; gift-card purchases are governed by their separate terms and applicable law.

If you believe a charge is incorrect or a service was not delivered as agreed, contact us so we can review it. This policy does not limit your applicable consumer or payment-dispute rights.

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