Refund & Cancellation Policy

If you need to cancel a scheduled transportation trip, please contact us as soon as possible by phone at (864) 208-5555 or by email at [email protected]. Providing advance notice allows us to manage scheduling and serve other clients effectively.

We request at least 24 hour notice for trip cancellations whenever possible. We understand that medical and personal circumstances can change unexpectedly and will work with clients on a case-by-case basis.

If you need to reschedule a trip, please contact us as early as possible. Rescheduling is subject to driver and vehicle availability.

Element NEMT provides a 15-minute grace period at the scheduled pickup time. If the passenger is not ready, unavailable, unreachable, or cannot be transported within 15 minutes of the scheduled pickup time, the trip may be considered a no-show. After the 15-minute grace period, the driver may leave the pickup location, and 50% of the scheduled trip fee may be charged to the client's card. No-show fees may also apply if the passenger refuses transport, is not present at the pickup location, or cannot be transported due to inaccurate or incomplete information provided at the time of scheduling.

Refund eligibility depends on the terms of the specific service arrangement. Please contact us directly to discuss any billing or refund questions. We will work to address concerns fairly and promptly.

In rare circumstances, Element NEMT may need to cancel or reschedule a trip due to vehicle issues, weather, driver availability, or other operational factors. We will notify you as promptly as possible and work to arrange alternative transportation when feasible.

For cancellation or refund inquiries, please contact us at (864) 208-5555 or [email protected].