Clear policies. Honest expectations.

Every appointment we schedule requires resources to be allocated in advance — the vehicle, the driver, the route, the pickup window. To protect that allocation, a booking deposit may be required at the time of scheduling, depending on the appointment type, the package, or the timing of the request.

When a deposit is required, the exact amount will be confirmed at the time of booking and applied toward the total trip cost. Deposits are processed to the payment method on file at the time the booking is confirmed.

Merit Care Enterprises operates as a private-pay healthcare transportation service with limited daily capacity. All sales are final — including a la carte rides, prepaid packages, booking deposits, and any other service purchase.

This is the foundation our scheduling depends on. We do not bill insurance, Medicare, or Medicaid; service is private-pay only. Confirmed before booking, paid at the time of booking.

Refunds are issued only in the limited exception cases described in Section 08 below. For everything else, value remains with you as a credit — see Section 06.

We understand healthcare schedules shift. Here’s how we handle cancellations and rescheduling:

A no-show is defined as the following sequence of events:

• The driver arrives at the confirmed pickup location within the agreed-upon window
• The driver makes contact attempts by phone and/or text using the number on file
• The passenger is not available within 15 minutes of the driver’s arrival

For confirmed no-shows:

• The full trip cost will be charged to the card on file (or applied from the booking deposit, if larger than the deposit)
• This charge is non-refundable and will not be issued as a credit
• The passenger or family member will be responsible for the full trip cost regardless of the reason for the no-show

If you anticipate any delay or change to the pickup, please contact us as soon as possible at 410-537-0079 — we will do our best to adjust the window when there is enough notice to work with.

Expiration

All prepaid packages (Core, Standard, Premium) expire 90 days from the date of purchase. Unused trips remaining at the 90-day mark are forfeited. We will send reminder notifications as the expiration approaches so you can use the remaining trips or coordinate with us in advance.

Non-Transferable

Packages are issued to a single named patient and are not transferable across multiple individuals. The named patient is the only person who may use the rides within the package. Packages cannot be split, shared, or divided between two or more patients.

Gift Transfers

A package may be transferred once, as a complete gift to a single new named recipient, subject to written approval by Merit Care Enterprises. To request a gift transfer:

• Contact us at [email protected] with the original package details and the intended recipient’s name and contact information
• The new recipient must be eligible for our service (private-pay, within our Baltimore service area, meets mobility / appointment fit)
• The full package transfers to the single new recipient — gifted packages cannot be split between multiple people
• Once approved and transferred, the 90-day expiration restarts from the date of transfer

Credits are issued when a late cancellation results in deposit forfeiture but remaining trip value is preserved. Credits work like this:

• Credits are valid for 90 days from the date of issue
• Credits may be applied to a future a la carte trip or a future package purchase
• Credits are non-refundable — they cannot be cashed out to a payment method
• Credits are tied to the original purchaser (or the named patient on the original booking)
• Credits cannot be combined with promotional offers or third-party discounts

A modification is a change to an existing booking — for example, adjusting the pickup time within the same day, updating the pickup address, or adding a stop. Modifications are not the same as cancellations and follow a different process.

• More than 4 hours before pickup: Most modifications can be accommodated at no charge
• Within 4 hours of pickup: Modifications may incur an adjustment fee depending on the change requested and operational availability

The earlier we hear about a needed change, the more flexibility we can offer. Call 410-537-0079 or email [email protected] as soon as you know.

Healthcare transportation involves real medical complexity, and we’ve built reasonable exceptions into our policy. We will waive or adjust the standard cancellation policy in the following situations:

Medical Emergencies & Hospitalization

If the patient is hospitalized, admitted to the emergency room, or otherwise medically unable to attend the scheduled appointment, late cancellation fees and no-show charges may be waived with documentation (hospital admission record, discharge paperwork, ER summary, or physician note). Please notify us as soon as the situation is known, and provide documentation within 14 days.

Patient Passing

In the event of a patient’s passing, any remaining package value will be refunded or credited to the family at the family’s discretion. We extend this with care and without paperwork burden during a difficult time — please contact us when you are able.

Cancellations by Merit Care

If Merit Care cancels a scheduled ride due to vehicle issues, driver unavailability, weather safety concerns, or any service interruption on our end, you will be refunded or credited in full — your choice. No deposit will be forfeited and no rescheduling fee will apply.

Severe Weather

If the National Weather Service issues a winter storm warning, tornado warning, flood warning, or comparable safety advisory affecting the route on the day of your scheduled appointment, you may reschedule without penalty.

How to Request an Exception

To request an exception, contact us at 410-537-0079 or [email protected] with the relevant details. Exceptions are reviewed on a case-by-case basis. We aim to respond within one business day.

If you have a concern about a charge, the service you received, or any other booking issue — please contact us directly first. We are committed to resolving every legitimate concern, and we cannot resolve what we don’t hear about.

Chargebacks

Payment disputes initiated through your bank or credit card company without first contacting Merit Care Enterprises are not permitted under our terms of service. Filing a chargeback without first contacting us may result in:

• The chargeback being contested with documentation
• Loss of eligibility for future bookings or packages
• Recovery of any associated dispute fees

How to Reach Us

To resolve a billing concern, service question, or any other dispute:

• Call 410-537-0079 — Monday through Friday, business hours
• Email [email protected] with the subject line "Billing Inquiry" or "Service Concern"
• We aim to respond within one business day, with a full resolution within five business days for most concerns

Refund Processing

When a refund is approved in one of the exception cases above, it will be processed to the original payment method within 5–7 business days. Credits are applied immediately to your account on file.