Plain-language summary: Cancel at least 48 hours before pickup for a 100% refund of the applicable ride total minus nonrefundable processing fees. Cancellations received less than 48 hours before pickup qualify for a partial refund of 50% of the applicable ride total minus nonrefundable processing fees.
1. Scope of This Policy
This Cancellation & Refund Policy applies to transportation reservations made with ElevenO3 CareLink Solutions, LLC (“ElevenO3,” “we,” “us,” or “our”). It should be read together with the applicable quote or reservation confirmation and our Terms & Conditions.
If a written quote, package agreement, facility agreement, promotional offer, or specialized-service agreement contains cancellation terms that expressly differ from this policy, the terms presented and accepted for that transaction control to the extent of the difference.
2. How Cancellation Notice Is Measured
Cancellation notice is measured from the time ElevenO3 receives the cancellation through an approved communication method to the scheduled pickup time shown in the confirmed reservation.
A voicemail, email, text message, website submission, or other communication is not treated as received earlier than the time it reaches the ElevenO3 system or account designated for reservation communications. Customers should retain their cancellation confirmation.
3. Cancellations Received 48 Hours or More Before Pickup
When ElevenO3 receives a cancellation at least 48 hours before the scheduled pickup time:
- The applicable ride total is eligible for a 100% refund.
- Nonrefundable payment-processing fees are deducted from the approved refund.
- Charges for services already completed and other properly accrued, disclosed charges are not refundable.
The approved refund is therefore the applicable ride total minus nonrefundable processing fees.
4. Cancellations Received Less Than 48 Hours Before Pickup
When ElevenO3 receives a cancellation less than 48 hours before the scheduled pickup time:
- The customer is eligible for a partial refund equal to 50% of the applicable ride total.
- Nonrefundable payment-processing fees are deducted from the approved partial refund.
- Charges for services already completed and other properly accrued, disclosed charges are not refundable.
Clarification concerning the 24-hour period
A cancellation received between 24 and 48 hours before pickup, as well as a cancellation received less than 24 hours before pickup, falls within the same less-than-48-hours / 50% partial-refund rule unless different written terms were disclosed and accepted for the specific reservation.
6. Passenger Readiness and Waiting Time
Passengers should be ready to depart at the confirmed pickup time and at the agreed pickup location unless the reservation includes a different assistance arrangement.
The first 7 minutes of waiting are complimentary. After the complimentary period, wait time is charged at the applicable published or confirmed rate and billed in 15-minute increments.
The driver’s ability to continue waiting depends on safety, driver and vehicle availability, later reservations, and the circumstances of the delay. A facility, appointment, or discharge delay does not create unlimited complimentary waiting.
If the trip cannot proceed after the driver has waited, the cancellation provisions in this policy apply together with any properly accrued waiting or other disclosed charges.
7. Trip Changes and Rescheduling
Requests to change the pickup time, pickup address, destination, service type, mobility requirements, passenger needs, additional stops, or trip configuration are subject to availability and are not effective until ElevenO3 confirms them.
A material change may require a revised price. If ElevenO3 cannot accommodate a requested change and the customer cancels, refund eligibility is determined by the time the original change or cancellation request was received in relation to the original scheduled pickup time.
Moving a reservation to a later date does not automatically waive a cancellation fee. ElevenO3 may approve a reschedule or courtesy accommodation in writing, but doing so for one reservation does not require the same exception for another reservation.
8. Round Trips, Multiple Legs, and Packages
Each transportation leg may be treated separately when determining what service has been completed and what portion remains unprovided.
If one leg of a round trip has already been completed, that completed leg is not refundable. Any approved refund applies only to the affected, unprovided portion and remains subject to the applicable cancellation fee and nonrefundable processing fees.
For packages or prepaid transportation credits, the package terms presented at purchase control how an approved cancellation affects an unused credit or refundable amount. A used credit, completed trip, or expired benefit is not restored or refunded unless the applicable written package terms state otherwise.
9. Cancellations or Service Changes by ElevenO3
ElevenO3 may delay, modify, reschedule, or cancel transportation when service cannot be provided safely or operationally because of vehicle or driver unavailability, severe weather, road conditions, emergencies, inaccurate or incomplete trip information, an unsafe pickup or boarding environment, a passenger condition outside the confirmed non-emergency service scope, or other circumstances affecting safe performance.
When ElevenO3 cancels a confirmed trip for reasons not caused by the customer and does not provide the affected transportation, the unprovided ride charge is eligible for a refund. Nonrefundable processing fees will be handled as required by applicable law and the payment processor’s rules. ElevenO3 may also offer rescheduling or an account credit, but the customer is not required to accept an alternative in place of a refund when a refund is legally required.
No refund is due for a service already completed. Charges may remain due when the customer provided materially inaccurate information, requested service outside ElevenO3’s confirmed scope, presented an unsafe condition, or otherwise caused the trip to be declined or stopped, subject to applicable law and the terms accepted for the reservation.
10. Refund Amount and Nonrefundable Processing Fees
Payment-processing fees are nonrefundable and are deducted from every approved customer-requested refund, including an otherwise full refund for a timely cancellation.
An approved refund is calculated from the amount paid for the affected, unprovided ride or ride portion, less:
- Any applicable cancellation fee;
- Nonrefundable processing fees; and
- Any completed service or properly accrued and disclosed charge, including applicable waiting, toll, parking, additional-stop, or similar charges.
ElevenO3 will not deduct the same charge twice.
11. Refund Timing and Payment Method
Approved refunds are initiated within 3-5 business days after the cancellation or refund determination.
Refunds are generally returned to the original payment method. If the original method is unavailable, ElevenO3 may request additional information and use another lawful method. A bank, card issuer, or payment processor may require additional time to post the refund after ElevenO3 initiates it.
ElevenO3 is not responsible for posting delays controlled by the customer’s financial institution or payment provider.
12. Credits, Promotions, and Gifted Services
Promotional discounts, complimentary services, donated transportation, and noncash credits have no cash-refund value unless the written offer states otherwise. When a paid reservation used a discount, any approved refund is based on the amount actually paid for the affected service, not its undiscounted price.
13. Chargebacks and Billing Questions
Please contact ElevenO3 promptly if you believe a cancellation, fee, or refund was calculated incorrectly. We will review the reservation record, payment record, communications, driver status, and services provided.
Nothing in this policy limits a right that cannot lawfully be waived. Knowingly submitting false information in connection with a payment dispute may delay resolution and may be addressed through available contractual or legal remedies.
14. Exceptions and Non-Waiver
ElevenO3 may approve a written exception based on documented circumstances, legal requirements, safety considerations, or customer-service judgment. An exception applies only to the identified reservation and does not permanently change this policy or require the same result in another matter.
No employee or driver may promise a refund or waive a fee unless authorized to do so. A refund or exception is approved only when confirmed by ElevenO3 through an authorized communication.
15. Changes to This Policy
ElevenO3 may update this policy as services, operations, technology, pricing, or legal requirements change. The effective and last-updated dates identify the current published version.
For a confirmed reservation, the policy presented and accepted when the reservation was made generally governs that transaction unless a later change is required by law or the parties expressly agree otherwise.
16. Contact ElevenO3
For a cancellation, trip change, billing question, or refund-status request, contact ElevenO3 as soon as possible and include the passenger or customer name, scheduled pickup date and time, and reservation reference if available.
ElevenO3 CareLink Solutions, LLC
Phone: 832-944-8445
Email: [email protected]
Service area: Greater Houston, Texas
