Cancellation & Refund Policy

Last updated: September 29, 2026

This policy applies whenever you book and pay for a ride or delivery with Mercy MediTrans Taxi, LLC online, by phone or by message. It works together with our Terms and Conditions and explains when a cancellation or refund is available, and when it is not.

Cancelling a ride or delivery

You can cancel or change a booking free of charge up until 15 minutes before your scheduled pickup time for a scheduled ride, or before a driver has been assigned for a Ride Now booking. Cancel from your account, or call dispatch, as early as possible.

Late cancellations

Cancelling less than 15 minutes before a scheduled pickup, or after a driver has already been assigned or dispatched to your trip, may be charged a late-cancellation fee. This reflects the driver time and vehicle already committed to your booking.

Driver en route or on site

If your driver is already en route or has arrived at the pickup location, a cancellation is treated as a completed dispatch and is generally not eligible for a refund, except where the delay or issue was caused by us.

No-shows

Mercy Taxi provides the first 5 minutes of waiting time at pickup free of charge, as described in our Terms and Conditions. If a passenger cannot be located within a reasonable additional waiting period after the driver has arrived and attempted to make contact, the trip may be marked a no-show and charged in full.

Completed rides and deliveries

A ride marked complete by the driver, or a delivery confirmed with a recipient signature and Proof of Delivery record, is considered fulfilled. Refund requests for a completed trip or delivery are reviewed case by case and require a specific, described problem with the service provided (for example, a documented safety issue or a significant, verifiable route or fare error).

Mercy Taxi-initiated cancellations

If we cancel your booking, or are unable to provide a paid service you already booked, you will receive a full refund of any amount charged for that booking, or the option to rebook at no extra cost.

Duplicate or incorrect charges

If you believe you were charged twice for the same booking, or charged an amount that does not match your confirmed fare, contact us with your booking number as soon as possible. Verified duplicate or incorrect charges are corrected and refunded in full.

How to request a refund

Email or call us with your booking number, the date of the trip or delivery, and a description of the issue. We record every booking with a unique order number, trip timestamps, driver assignment and (for deliveries) Proof of Delivery information, which we use to review each request against the account.

Refund review and timing

We review refund requests against our booking records and this policy, generally within 5 to 10 business days of receiving your request. Approved refunds are issued to the original payment method used for the booking and may take additional time to appear on your statement, depending on your bank or card issuer.

False or fraudulent refund claims

A completed ride or delivery with driver and timestamp records, or a delivery with a recorded Proof of Delivery signature, may be used to contest a chargeback or payment dispute that we believe is inaccurate, mistaken or made in bad faith. We reserve the right to decline a refund request, and to decline future bookings, where we reasonably determine a claim is false, inaccurate or fraudulent, or where a customer has a pattern of disputing completed, documented trips.

Policy acceptance

By completing a paid booking, you confirm that you have reviewed and agree to this policy and to our Terms and Conditions.

Contact us

Mercy MediTrans Taxi, LLC
142 Bradford St, 2nd Floor, Albany, NY 12206
Phone: (917) 331-8916

This policy is a general framework and should be reviewed with a qualified attorney and against your payment processor’s own rules before launch, particularly the specific cancellation windows and fee amounts, which should be confirmed with MERCY TAXI management.