AYM Transportation

Cancellation & No-Show Policy

1) How to Cancel / Reschedule

• Cancel or reschedule as soon as possible by calling/texting 669-280-2287 or emailing [email protected].
• Cancellation time is based on when AYM Transportation receives your request (time-stamped).

2) Cancellation Window

• 24+ hours before scheduled pickup: No cancellation fee.
• If prepaid: You may request a full refund or a 100% ride credit. Credits expire 90 days from the issue date.
• Less than 24 hours before scheduled pickup: 100% of the scheduled trip total is due (full amount).

3) No-Show (Full Charge)

• A No-Show may be recorded if the passenger is not ready at the pickup location at the scheduled time and the driver waits 10–15 minutes and attempts contact (call/text).
• A No-Show may also be recorded if address/contact information is incorrect and we cannot reach the passenger/caregiver/facility contact.
• No-Show fee: 100% of the scheduled trip total.

4) Wait Time

• Complimentary wait time: 10 minutes at pickup.
• Additional wait time may be billed if schedule allows (rates disclosed before billing).

5) Exceptions (Verified Emergencies)

• Fees may be adjusted for verified emergencies such as hospital admission, urgent medical events, or provider/clinic cancellations.

6) Contract / Payer-Funded Trips

• If a ride is paid by an insurer, broker, Medi-Cal/Medicaid program, or facility contract, cancellation handling may differ and patient fees may be restricted.
• AYM Transportation will follow applicable contract and payer requirements for those trips.

Questions? Contact Dispatch: 669-280-2287 • [email protected]