Refund and Cancellation Policy

Publisher: Tipmunk SASU, a French société par actions simplifiée unipersonnelle (SASU), share capital €1, registered with the Paris Trade and Companies Register under number 107 697 385, with registered office at 47 rue Vivienne, 75002 Paris, France.

Different payment workflows

MedicalRide may support different payment and booking workflows. Depending on the request, a customer may pay an independent provider directly, use a provider-supplied payment link, authorize or pay an amount through MedicalRide, pay a deposit or coordination amount, accept a provider quote, or use a booking, callback, or request workflow without making an immediate payment.

The payment, cancellation, and refund terms displayed in the applicable checkout, quote, booking page, payment authorization, confirmation, or provider notice control that transaction.

Bookings with free cancellation before pickup

When your quote checkout explicitly includes MedicalRide’s free-cancellation protection, a new fee-matched reservation deposit or full online ride payment is refundable in full any time before the actual ride starts, including last-minute cancellation. No processing fee or cancellation fee is deducted from the amount paid to MedicalRide. Cancel through your secure tracking page, or contact support if you need help.

For a round trip, this protection applies before the first leg starts. After travel starts, report a service issue for review instead. If a start report is incorrect, MedicalRide reviews the evidence; the scheduled pickup time alone is not proof the ride started. A verified provider cancellation or failure to deliver the booked service qualifies for a full refund of the protected MedicalRide payment.

Refunds return to the original payment method. Your bank controls when the credit appears. MedicalRide absorbs payment-processing fees and does not deduct unrecovered provider costs from this protected refund. Separate amounts paid directly to a provider retain that provider’s agreed terms.

This protection applies only where disclosed and accepted in the booking checkout. Earlier bookings, legacy sourcing deposits and installment arrangements retain their original terms. The policy does not promise free completed transportation or automatically alter an independent provider’s contract; conflicting provider terms and service disputes require Operations review.

Card authorizations

MedicalRide may authorize a payment card before a provider is confirmed. An authorization is not necessarily a completed charge. It may temporarily reduce the cardholder's available balance.

If MedicalRide does not capture the authorization, the customer's bank or card issuer controls when the authorization disappears. MedicalRide cannot guarantee the bank's release timing.

MedicalRide-processed payments

When MedicalRide processes a payment directly, the checkout and confirmation will identify what the payment covers and the applicable cancellation or refund conditions. A MedicalRide-processed amount may include transportation, a deposit, sourcing, coordination, booking, processing, or another clearly disclosed service.

If an amount is described as non-refundable after work begins, it becomes non-refundable only under the conditions disclosed before payment, except where applicable law requires a refund.

If MedicalRide cannot provide or arrange the service specifically promised in exchange for a MedicalRide-collected amount, MedicalRide will review whether a full or partial refund is due under the applicable transaction terms.

Provider-direct payments

When a customer pays an independent provider directly or uses a provider-supplied payment link, that provider's disclosed pricing, cancellation, no-show, refund, receipt, chargeback, and payment-processor terms generally govern the provider payment.

MedicalRide may help communicate, document, escalate, or review an issue when practical, but MedicalRide does not control a provider's merchant account, payment processor, cancellation decision, refund timing, or bank processing timeline.

Cancellations and changes

Customers should contact MedicalRide and the applicable provider as soon as possible when a ride must be changed or cancelled.

Provider cancellation rules, no-show rules, late-change fees, minimum compensation, wait-time charges, vehicle-reservation costs, crew-reservation costs, or other disclosed terms may apply after a provider accepts or reserves resources for a ride.

MedicalRide may review available request records, confirmations, communications, payment status, provider information, and cancellation circumstances when deciding whether a MedicalRide-processed payment, provider payout, provider invoice, platform fee, refund, account credit, or other adjustment is appropriate.

Provider cancellation or failure

If a provider cancels or cannot perform, MedicalRide may attempt to identify another provider. A replacement is not guaranteed.

The refund treatment depends on who processed the payment, what service the payment covered, whether coordination work was performed, whether replacement transportation was arranged, and the applicable transaction-specific terms.

Disputes and chargebacks

Customers and providers must provide accurate information and cooperate with reasonable payment, cancellation, completion, and dispute reviews.

Submitting false completion, cancellation, payment, no-show, or service information may result in account restrictions, payment delay, offset, reversal, invoice, removal, or other action permitted by the applicable terms and law.

Membership refunds

Provider membership fees are governed by the membership Commercial Notice and Provider Terms.

Unless the applicable notice states otherwise, cancellation stops future recurring billing after the current paid period. Fees for a paid period that has already begun are generally non-refundable, except where MedicalRide approves a refund or credit or applicable law requires otherwise.

Contact

For cancellation or payment support, email support@medicalride.org.