Booking and Cancellation Policy

01 About This Policy

This policy applies primarily to transportation booked directly with IMT Trip Inc. Transportation arranged through a broker, healthcare facility, insurance plan, government program, or other contracted organization may be subject to that organization’s requirements and agreements.

02 Booking Your Transportation

Transportation may be requested by phone, through our website, by email, or through an authorized healthcare facility or organization.

We recommend booking as early as possible, particularly for wheelchair-accessible transportation, long-distance trips, after-hours service, weekend transportation, or trips requiring special arrangements.

03 Information Required for Booking

To help us coordinate your trip safely and efficiently, please provide accurate and complete information, including:

• Passenger’s full name and contact number.
• Pickup address and destination address.
• Requested pickup date and time.
• Appointment time, if applicable.
• Type of transportation required.
• Whether a wheelchair-accessible vehicle is needed.
• Information about mobility assistance requirements.
• Number of passengers and any accompanying escorts.
• Return-trip requirements, if applicable.
• Any other information necessary to coordinate the trip.

Incorrect, incomplete, or outdated information may delay transportation or affect our ability to complete the trip.

04 Pickup Times & Waiting Time

Passengers should be ready at the agreed pickup location at the scheduled time. Please ensure that the driver can identify the passenger and access the pickup location safely.

Pickup times may be affected by traffic, weather, road conditions, unexpected delays, or circumstances beyond our control. We make reasonable efforts to provide timely transportation but cannot guarantee an exact arrival time in every situation.

If a passenger is not ready or cannot be located, the driver may attempt to contact the passenger or the designated contact person. Additional waiting time, missed pickups, or related charges may apply in accordance with the applicable booking agreement.

05 Reservation Changes

If you need to change your pickup time, pickup address, destination, passenger details, or other reservation information, please contact IMT Trip Inc. as soon as possible.

Changes are subject to vehicle availability, scheduling, service requirements, and any applicable fare adjustments. A requested change is not confirmed until IMT Trip Inc. accepts it.

06 Wheelchair Transportation

Please tell us when booking if the passenger requires wheelchair-accessible transportation. Where relevant, provide information about the wheelchair type, mobility needs, and any special assistance required.

Accessible transportation is subject to vehicle availability and confirmation. Please do not assume that an accessible vehicle has been reserved unless this has been confirmed by IMT Trip Inc.

07 Escorts & Additional Passengers

Please inform us at the time of booking if an escort, caregiver, or additional passenger will accompany the passenger. Additional passengers are subject to vehicle capacity, safety requirements, and prior confirmation.

Any additional fees or restrictions should be confirmed before the trip.

08 Cancellation Policy

We understand that plans can change. If you need to cancel a reservation, please notify IMT Trip Inc. as soon as possible so that we can adjust our schedule and make the vehicle available for other passengers.

Cancellation charges are based on the notice provided before the scheduled pickup time. The applicable charge should be disclosed as part of the booking or rate agreement.

09 No-Show Policy

A reservation may be considered a no-show when:

• The passenger is not present at the agreed pickup location.
• The passenger cannot be located or contacted after reasonable efforts.
• The passenger decides not to travel when the vehicle arrives.
• IMT Trip Inc. has not been notified that the transportation is no longer needed.

A no-show may result in a charge of 100% of the total fare, subject to the $85 minimum charge described above.

We appreciate being notified as early as possible if a passenger will not be traveling.

10 Return Trips

If you require a return trip, please arrange it when making your original reservation whenever possible. Return transportation must be confirmed separately and is subject to availability.

If your appointment or discharge time changes, contact us as soon as possible. A return trip should not be assumed to be scheduled unless confirmation has been provided.

11 Safety & Passenger Responsibilities

Passengers are expected to provide accurate booking information, be ready at the agreed pickup location, follow reasonable driver safety instructions, and notify us promptly of changes or cancellations.

IMT Trip Inc. may decline, delay, or discontinue a trip when necessary to protect passenger or driver safety, comply with applicable requirements, or address circumstances that prevent safe transportation.

12 Non-Emergency Transportation Only

IMT Trip Inc. provides non-emergency transportation and is not a substitute for an ambulance or emergency medical service.