Refund Policy

1. Overview

We have designed this policy to be clear for clients, families, drivers, and scheduling operations. Advance notice allows us to reallocate vehicles, support other clients in need, and keep scheduled transportation commitments organized.

Whether you need to reschedule a trip because an appointment changes or a treatment plan shifts, our goal is to make the process straightforward while protecting the time and resources reserved for each scheduled ride.

2. Cancellation Windows and Refund Eligibility

Refund eligibility is determined by the amount of advance notice provided before the scheduled pickup time. The cancellation window is measured from the time we receive your cancellation notice to the confirmed pickup time on your booking confirmation.

72 Hours or More in Advance - Full Refund

Cancellations made seventy-two (72) hours or more before the scheduled pickup time are eligible for a full refund of the trip cost. The refund will be issued to the original payment method used at the time of booking. Processing times may vary depending on your financial institution, but most refunds appear within five to ten (5-10) business days.

Between 24 and 72 Hours in Advance - Partial Refund

Cancellations made less than seventy-two (72) hours but at least twenty-four (24) hours before the scheduled pickup time are eligible for a partial refund of up to fifty percent (50%) of the trip cost. The remaining balance is retained by EverRise to offset scheduling, dispatch, and reserved-vehicle costs incurred on your behalf.

Less Than 24 Hours in Advance - Trip Credit Only

Cancellations made less than twenty-four (24) hours before the scheduled pickup time are not eligible for a monetary refund. However, the full amount paid may be applied as trip credit toward a future scheduled trip with EverRise, subject to the conditions outlined below.

3. No-Shows

A no-show occurs when the passenger is not available at the scheduled pickup location within a reasonable grace period after the confirmed pickup time, and no cancellation has been received.

In the event of a no-show, the trip is considered completed for billing purposes. No monetary refund will be issued. At our discretion, EverRise may apply the amount paid as trip credit toward a future scheduled trip, particularly when extenuating circumstances are communicated promptly.

To avoid being marked as a no-show, please contact us as soon as you know you will not be able to make your scheduled pickup.

4. Trip Credit Terms

Trip credit issued under this Refund Policy must be redeemed within twelve (12) months from the date the credit was issued. Credit not used within this period will expire and forfeit any remaining balance.

Trip credit is non-transferable. It may only be applied to future trips booked under the same client account or for the same passenger originally listed on the canceled trip.

Trip credit has no cash value and cannot be exchanged for a monetary refund, except where required by applicable law.

Trip credit may be applied to one or more future trips until the credit balance is exhausted. If a future trip costs more than the available credit, the remaining balance is due at the time of booking.

To redeem trip credit, please contact EverRise directly when scheduling your future trip and reference the original booking.

5. Exceptions and Special Circumstances

We recognize that medical situations can be unpredictable. In certain extenuating circumstances, EverRise may, at our sole discretion, offer refund accommodations outside the standard cancellation windows. Examples may include:

• Sudden hospitalization, emergency admission, or significant change in the passenger's medical condition, documented by the treating facility or provider.
• Cancellation or rescheduling of the underlying medical appointment by the healthcare provider, where reasonable documentation can be provided.
• Death of the passenger or immediate family member, where appropriate documentation is provided.
• Service interruption caused by EverRise, including driver unavailability, vehicle malfunction, or operational issues on our end.
• Severe weather, road closures, or other circumstances beyond reasonable control that prevent transport from moving forward as scheduled.

Requests for exception-based refunds must be submitted in writing within fourteen (14) days of the originally scheduled trip and may require supporting documentation. EverRise reserves the right to grant or deny exception requests on a case-by-case basis.

6. How to Request a Cancellation or Refund

To cancel a scheduled trip or request a refund, please contact EverRise as soon as possible.

By phone: (817) 687-3895
By email: [email protected]

When contacting us, please be prepared to provide the passenger's name, the original booking confirmation number or trip date, and the reason for the cancellation.

We strongly recommend confirming your cancellation with a member of our team. A voicemail, text message, or email that has not been acknowledged should not be considered a confirmed cancellation.

7. Refund Processing and Payment Method

Approved monetary refunds are issued to the original payment method used at the time of booking. We are unable to issue refunds to alternative payment methods, accounts, or individuals other than the original payer.

Most refunds are processed within five to ten (5-10) business days, though the exact timing depends on your bank or card issuer. If you have not seen your refund after ten (10) business days, please contact us so we can assist in tracking the transaction.

If a chargeback or payment dispute is filed before contacting EverRise directly, your account may be placed on hold and future bookings may be suspended pending resolution.

8. Modifications to This Policy

EverRise reserves the right to modify, update, or replace this Refund Policy at any time at our sole discretion. When changes are made, we will update the "Last Updated" date at the top of this page. The policy in effect at the time your trip was booked will govern that specific booking.

Continued use of our services after any changes constitutes acceptance of the revised Refund Policy. We encourage clients to review this page periodically to stay informed of any updates.

9. Relationship to Terms and Conditions

This Refund Policy is incorporated by reference into our Terms and Conditions and should be read together with those Terms. In the event of any conflict between this Refund Policy and the Terms and Conditions, this Refund Policy shall govern with respect to refund and cancellation matters.