Cancellation before service
Users should cancel as soon as they know a ride is no longer needed. A trip-specific, contract-specific, or organization-specific cancellation window may apply and will control if it differs from this general policy.
If a cancellation is made before a driver is assigned, before the reserved pickup window, and before material costs are incurred, the charge may be waived or refunded when permitted by the applicable agreement.
Late cancellations and no-shows
A late cancellation or a rider's failure to appear at pickup may result in a reasonable charge when a driver has been assigned, has traveled to the location, has waited during the pickup window, or when the vehicle and staff time were reserved for that trip. Any charge must be allowed by law and the applicable commercial agreement.
Users are responsible for keeping pickup information, contact numbers, mobility notes, gate codes, and trusted contact details accurate so the driver and support team can complete the trip safely.
Refunds and credits
When a refund applies, Caring Journey Transport may refund the original payment method or issue an operational credit, depending on the circumstances, payment method, contract, and legal requirements. Approved card refunds may take additional time to appear depending on the issuing bank and payment processor.
Refunds do not normally cover third-party bank fees, card network timing, or unrelated expenses unless required by law or agreed in writing.
Service not provided or billing error
If a ride was charged but not provided, the wrong amount was charged, a duplicate charge occurred, or Caring Journey Transport canceled without an accepted alternative, the case will be reviewed for a full or partial refund, correction, or credit as appropriate.
Charge disputes should be raised promptly so logs, payment records, and trip details can be reviewed while they are available.
Safety, health, weather, and accessibility review
Trips involving medical appointments, assisted mobility, severe weather, inaccessible pickup conditions, safety incidents, rider illness, facility delays, or family emergencies may require manual review before deciding whether a charge, refund, credit, or waiver applies.
How to request a review
Email gonzalo.aguilar.venegas@gmail.com with the rider name, trip date, pickup location, charge amount, payment method used, and a short explanation. We may ask for additional information to verify the transaction and account authority.
Version: 2.0 | Effective date: May 7, 2026