Cancellation Policy
At Medical Transportation of America (MTA), we understand that medical appointments and transportation needs can change unexpectedly. At the same time, every scheduled trip requires us to reserve a vehicle, assign a professional driver, plan our route, and potentially turn away other transportation requests.
To provide reliable service to all passengers and ensure our drivers are properly compensated for reserved transportation time, the following Cancellation, No-Show & Rescheduling Policy applies to all private-pay transportation reservations, unless otherwise stated in a written agreement or required by a transportation broker, Medicaid program, health plan, or other payer.
1. Cancellations Made 24 Hours or More in Advance
Passengers who cancel their transportation at least 24 hours before the scheduled pickup time will not be charged a cancellation fee.
If a deposit or prepayment was collected, any applicable refund will be processed according to the payment terms associated with the reservation.
2. Cancellations Made Less Than 24 Hours in Advance
Cancellations made less than 24 hours before the scheduled pickup time are considered late cancellations.
A late cancellation fee of 50% of the scheduled trip fare may be charged.
This fee compensates MTA for reserving a vehicle and driver that may no longer be available to serve another passenger.
3. Same-Day Cancellations
A cancellation made on the same calendar day as the scheduled transportation is considered a same-day cancellation.
A same-day cancellation fee of 75% of the scheduled trip fare may be charged.
4. Cancellations Within 2 Hours of Pickup
Cancellations made within two (2) hours of the scheduled pickup time will be considered a last-minute cancellation.
The passenger may be charged 100% of the scheduled trip fare.
This includes cancellations made after the driver has been dispatched or has begun traveling toward the pickup location.
5. No-Show Policy
A No-Show occurs when:
The passenger is not present at the scheduled pickup location.
The passenger is not ready for transportation within the applicable waiting period.
The passenger cannot be reached at the pickup location.
The passenger refuses the scheduled transportation after the vehicle has arrived.
The passenger provides no advance notice that the trip is no longer needed.
The passenger is at a different pickup location than the location provided when the trip was scheduled.
A No-Show may result in a charge of 100% of the scheduled trip fare.
Repeated No-Shows may result in MTA declining future private-pay transportation reservations.
6. Driver Waiting Time
Passengers are expected to be ready at the designated pickup location at the scheduled pickup time.
MTA allows a 10-minute courtesy waiting period after the scheduled pickup time.
After the courtesy period, additional waiting-time charges may apply.
If the passenger is not ready and the driver is required to wait beyond the applicable waiting period, MTA reserves the right to charge a $1.00 per minute waiting-time fee, up to the full amount of the scheduled trip fare.
If the passenger cannot be reached and the driver must leave, the trip may be classified as a No-Show.
7. Driver Already Dispatched
If a passenger cancels after the driver has been dispatched, the passenger may be responsible for the applicable cancellation fee regardless of whether the vehicle has arrived at the pickup location.
Once a driver has been dispatched, MTA has committed vehicle and driver resources to that reservation and may be unable to replace the trip with another passenger.
8. Rescheduling
Requests to reschedule a trip are treated similarly to cancellations.
A trip may be rescheduled without a fee when the request is made at least 24 hours before the scheduled pickup time, subject to vehicle and driver availability.
Rescheduling requests made less than 24 hours before pickup may be subject to the applicable late-cancellation fee.
A rescheduled trip is not guaranteed until MTA confirms the new date and pickup time.
9. Recurring & Standing Orders
Recurring transportation and standing orders require MTA to reserve ongoing vehicle and driver capacity.
Passengers receiving recurring transportation are expected to provide at least 24 hours’ notice when a scheduled trip is no longer needed whenever reasonably possible.
Repeated late cancellations, changes, or No-Shows may result in the suspension or cancellation of recurring transportation services.
For recurring transportation, MTA reserves the right to require advance payment or other payment arrangements when repeated late cancellations or No-Shows occur.
10. Medical Emergencies & Extraordinary Circumstances
MTA understands that genuine medical emergencies and circumstances beyond a passenger’s reasonable control may occur.
Cancellation fees may be waived at MTA’s sole discretion when the passenger provides reasonable information demonstrating that an emergency or extraordinary circumstance prevented timely cancellation.
Examples may include:
Emergency hospitalization
Sudden medical emergency
Unexpected admission to a medical facility
Severe weather or road closures
Other circumstances reasonably determined by MTA to justify a waiver
A request for a fee waiver does not automatically guarantee that the charge will be removed.
11. Medicaid, Managed Care & Broker-Assigned Trips
This private-pay cancellation policy does **not override the requirements, policies, contracts, or payment rules of Medicaid, a Medicaid Managed Care Plan, transportation broker, health plan, healthcare facility, or other third-party payer.
Trips arranged through a broker or payer may be subject to that organization’s cancellation, No-Show, authorization, billing, and reimbursement requirements.
Where a payer-specific policy applies, the payer’s policy will control.
12. Payment Authorization
By booking private-pay transportation with MTA, the passenger or responsible party authorizes MTA to charge any applicable cancellation, No-Show, waiting-time, or other authorized transportation fee to the payment method provided during booking.
MTA may require payment or a valid payment method before confirming future private-pay transportation following repeated late cancellations or No-Shows.
13. Cancellation Notice
To cancel or reschedule a transportation reservation, passengers should contact MTA as soon as possible.
Phone: 704-255-5776
Email: contact@medicaltransportationofamerica.com
Cancellation requests should include the passenger’s name, scheduled pickup date and time, and reservation information when available.
Leaving a voicemail, sending an email, or submitting an online request does not guarantee that a cancellation has been processed until MTA confirms receipt when confirmation is required.
14. Policy Enforcement
MTA reserves the right to enforce this policy consistently and to decline future private-pay transportation requests from individuals who repeatedly:
Cancel at the last minute;
Fail to appear for scheduled transportation;
Fail to provide required cancellation notice;
Refuse to pay applicable cancellation or No-Show charges; or
Repeatedly disrupt scheduled transportation operations.
MTA may also modify or waive a fee when circumstances warrant.
15. Agreement to Policy
By submitting a private-pay transportation request or booking a ride with Medical Transportation of America, the passenger or responsible party acknowledges that they have read, understood, and agreed to this Cancellation, No-Show & Rescheduling Policy.
Medical Transportation of America
Charlotte, North Carolina
Phone: 704-255-5776
Email: contact@medicaltransportationofamerica.com
Website: medicaltransportationofamerica.com
