SECTION 1 — PURPOSE This policy establishes guidelines for ride cancellations and no-shows to ensure reliable, compliant NEMT service delivery and effective resource allocation for all clients. Adherence to this policy supports consistent access to care and fulfills obligations under applicable Medicaid and managed care organization (MCO) program requirements. SECTION 2 — CANCELLATION POLICY 2.1 — Advance Cancellation (24-Hour Notice) ● Clients must notify Global Logistic LLC at least 24 hours in advance to cancel a scheduled trip. ● Cancellations made with 24 or more hours' notice will be recorded at no penalty to the client. ● To cancel: call our dispatch line or notify your assigned scheduling coordinator. 2.2 — Short-Notice Cancellation (8–24 Hours) ● Cancellations made between 8 and 24 hours before the scheduled pick-up time are considered short-notice cancellations. ● Short-notice cancellations will be documented and may be reported to the referring MCO or Medicaid program per applicable state regulations. ● Repeated short-notice cancellations may result in a review of the client's transportation plan. 2.3 — Late Cancellation (Less Than 8 Hours) ● Cancellations made fewer than 8 hours before the scheduled pick-up are classified as late cancellations. ● Late cancellations may be billed as a completed trip per MCO/Medicaid broker agreement terms. ● Clients will be notified of any billing implications prior to assessment. SECTION 3 — NO-SHOW POLICY 3.1 — Definition A no-show occurs when a driver arrives at the scheduled pick-up location within the designated wait time and the client is not present and has not cancelled in advance. 3.2 — Driver Wait Time Drivers will wait a minimum of 5 minutes at the pick-up location before the trip is classified as a no-show. 3.3 — Documentation & Consequences ● All no-shows will be documented with date, time, driver ID, and pick-up attempt record. ● No-show trips may be billed to the applicable MCO or Medicaid program per broker contract terms. ● Three (3) or more no-shows within a 30-day rolling period may result in a transportation plan review or temporary suspension of service pending case review. SECTION 4 — EXCEPTIONS & APPEALS ● Medical emergencies, hospitalizations, or documented extenuating circumstances are considered valid exceptions. ● Clients or authorized representatives may submit a written exception request within 5 business days of the no-show or late cancellation event. ● Exception requests must include supporting documentation (e.g., hospital discharge paperwork, physician note). ● All appeals will be reviewed and resolved within 10 business days of receipt. SECTION 5 — HOW TO CANCEL ✆ Phone:484-630-5313 Call dispatch at least 8 hours before your scheduled pick-up time. 👤 Coordinator: Notify your assigned scheduling coordinator directly. 🕑 Dispatch Hours: Available 24 hours a day, 7 days a week for all cancellation requests. SECTION 6 — ACKNOWLEDGMENT By scheduling transportation services with Global Logistic LLC, the client or authorized representative acknowledges and agrees to the terms of this Cancellation & No-Show Policy.