Service policies · Effective October 15, 2026
Refunds and Cancellations
This policy explains single-reservation cancellations and the separate rules for prepaid packages. Pickup and notice times use local time in Columbus, Ohio (Eastern Time).
1. Single-reservation cancellation and rescheduling
The refund calculations below apply to individual reservations. Prepaid packages follow Section 5; canceling a package reservation does not create a cash refund of the package.
| When or why | What applies |
|---|---|
| At least 24 hours before pickup, before dispatch | Refund the affected unprovided amount, less eligible nonreturned processing fees. No $50 cancellation fee. |
| Less than 24 hours before pickup, before dispatch | A $50 fee applies to the affected reservation. Refund the remaining unprovided balance, less eligible nonreturned processing fees. |
| After dispatch for the confirmed trip | No refund of the affected reserved service amount, subject to applicable law and the terms accepted before purchase. |
| Authorized no-show | No refund of the affected reserved service amount. Properly accrued, disclosed waiting charges remain due. |
| Loved & Heard cannot accept or provide the service for a reason not caused by the customer | Refund the affected unprovided service amount without a customer cancellation fee. Any processing deduction must be lawful, permitted by the processor, and disclosed in advance. |
| Reschedule at least 24 hours before pickup | Transfer payment to an accepted available date without a cancellation fee. Agreed price differences apply. |
| Reschedule less than 24 hours before pickup | Late-cancellation rules apply plus a new reservation, unless Loved & Heard confirms a written exception. |
2. Sending notice
Call 508-502-8121 or email [email protected] with the passenger name, scheduled pickup date and time, and reservation or order reference. Notice is measured when it reaches the designated system, not when staff later review it. Keep confirmation of your request. A proposed new date is not confirmed until accepted.
3. Dispatch and no-shows
Dispatch means actual assignment and departure toward pickup for the confirmed trip, recorded by Loved & Heard; a roster assignment alone is not dispatch. Early dispatch does not override the accepted 24-hour cancellation right.
A no-show requires arrival at the correct location, a 30-minute waiting and contact process starting no earlier than the later of scheduled pickup or actual arrival, reasonable contact attempts, and operational authorization before departure. The first 7 minutes of incidental delay are included; further waiting uses the disclosed $20 per 15 minutes of actual delay. Company-caused delay is not customer delay.
4. Refund calculations and processing fees
Refunds use the amount actually paid for the affected, unprovided service. Deduct only the applicable $50 cancellation fee, actual processing fees retained on that payment and disclosed before purchase, and properly accrued charges for completed service or accepted additions. Do not deduct returned processing fees or the same charge twice. A refund cannot be negative, and the $50 cancellation fee cannot exceed the amount paid for the affected service. Applicable law and payment-provider rules control.
Completed transportation is not refunded simply because another leg is canceled. For partial round trips, use the allocation disclosed in the confirmation. Where no allocation was disclosed, Loved & Heard will agree and document a reasonable allocation rather than impose a retroactive repricing penalty.
5. Prepaid packages and unused credits
Packages contain 3, 6, or 9 prepaid round trips and expire 120 calendar days after purchase. Rides must be completed within that period unless the written extension below is granted. One extension of up to 30 additional calendar days may be granted by written agreement with Loved & Heard before the original expiration. The extension is not automatic. All rides must be completed by the agreed final deadline, no later than 150 calendar days after purchase. After that deadline, the package closes and all unused credits expire without a refund, subject to the stated legal and company-cancellation exceptions. Packages are issued for one client and agreed primary route. The remaining package may be transferred to one named individual only through a written agreement with Loved & Heard before the recipient uses it. The written agreement confirms the recipient, route, assistance, and any separately quoted mileage or extras. A transfer does not restart the original 120-day period or any approved extension. Packages and unused or expired credits are nonrefundable, except where applicable law requires a refund or Loved & Heard cannot provide the affected service for a reason not caused by the customer. Discounts apply to base transportation only. Scheduling remains subject to availability.
A change requested at least 24 hours before pickup may be moved to an accepted available date within the original validity period or an approved written extension without a cancellation fee, and the unused credit is retained. A change or cancellation less than 24 hours before pickup but before dispatch carries a $50 cancellation fee for the affected reservation under the accepted terms. After dispatch or an authorized no-show, the affected reserved ride credit is used and not restored; do not also impose a duplicate $50 cancellation fee for that same reserved ride. Properly disclosed waiting or completed-service charges remain payable. Package cancellation does not convert remaining credits into a cash refund. Only the single written extension described above is available; no further extension applies after the final deadline.
6. Facility delays and exceptions
Report facility cancellations, admissions, treatment changes, severe weather, or emergencies promptly. A delayed appointment is not automatically a no-show. Loved & Heard reviews rescheduling or a written exception based on the circumstances and accepted service. An exception applies only to the identified reservation and does not change every purchase.
7. Company cancellations
If Loved & Heard cannot accommodate a paid request or cannot provide an accepted service for a reason not caused by the customer, the affected unprovided amount is eligible for a refund under the table above. A new date or credit may be offered but does not replace a refund the customer is entitled to receive without agreement. Terms introduced after payment do not create a new forfeiture.
8. Refund timing and billing questions
Approved refunds are initiated within 3–5 business days of the determination, generally to the original payment method. Your bank or card issuer may take additional time to post the refund. An itemized explanation is available for deductions. Contact Loved & Heard with your order reference to request a review. Nothing in this policy limits lawful disputes, complaints, or rights that cannot be waived.
9. Changes to this policy
The version presented and accepted for a purchase applies to that purchase. Later changes do not automatically change an existing reservation or impose an undisclosed expiration. This policy works with the Terms and Conditions and Privacy Policy.