Cancellation Policy

Ride Companion Services, Inc. is committed to reliability. This policy ensures fair treatment for both our riders and our dedicated drivers and companions.

1. Rider Cancellations

You may cancel your ride at any time through the app. This includes:

• Before a driver is assigned
• After a driver accepts the booking
• While the driver is en route to your location

Note: Cancellation fees may apply depending on the timing (see Section 2).

2. Cancellation Fees

2.1 When you will NOT be charged

Ride Companion does not charge a fee in the following instances:

• You cancel before a driver accepts your request.
• The driver is late by more than 5 minutes past the ETA.
• The driver goes to the wrong pickup location.
• The driver fails to meet safety or disability-access rules (e.g., refuses service animals).
• Disability-related delays: Cancellations due to mobility transfers, medical equipment delays, or cognitive challenges.

2.2 When fees MAY apply

A fee may be charged if you cancel after a driver has already started traveling to your location, or if you do not show up after the driver arrives at the correct location.

3. Wait Time and No-Show Rules

• Standard Wait Time: 5 minutes for standard ride requests.
• Senior/Disability Wait Time: 10 minutes for riders requiring specialized assistance.

You may be marked as a No-Show if the driver arrives, attempts to contact you at least two times, and the full wait time expires without your appearance.

4. Disability and Senior Accommodations

Because we serve many seniors, no cancellation fees apply if the no-show or cancellation is caused by:

• Mobility challenges
• Caregiver delays
• Memory difficulties
• Safe boarding time requirements

5. Driver or Company Cancellations

Riders are never charged if the driver or Ride Companion cancels the trip due to weather, emergencies, or vehicle issues.

6. Refunds for Incorrect Fees

If you believe you were charged incorrectly, request a review via the app or support line. We issue refunds for:

• Incorrect GPS/Location data
• Driver misconduct or delays
• System/Technical errors

Reviews are typically completed within 3-5 business days.

7. Safety-Related Cancellations

If you feel unsafe at any time, you may cancel immediately. Your safety is the priority, and no fees will apply to cancellations verified as safety-related.

8. Changes to This Policy

Ride Companion Services may update this Cancellation Policy to comply with various regulatory and operational requirements. Changes may be made to align with:

• CPUC Regulations: Ensuring we remain in full compliance with California Public Utilities Commission mandates.
• Insurance Requirements: Adjusting policies based on coverage and liability standards.
• Accessibility Standards: Improving our service for seniors and passengers with disabilities.
• Internal Safety Protocols: Enhancing protection for our riders, drivers, and companions.

Any updates will be posted in the app and on the website before taking effect.

9. Contact

For questions about this policy: