Cancellation & refund policy.

Effective October 17, 2026

48 or more hours before pickup

Cancellation is free and the customer receives a 100% refund.

Between 2 and less than 48 hours before pickup

A 50% cancellation fee applies and the remaining 50% is refunded.

Less than 2 hours before pickup or no-show

A 100% cancellation fee applies and the trip is nonrefundable.

Medical changes and exceptions

Medical changes, reasonable exceptions and rescheduling may be considered at PointStead's discretion. Rescheduling 48+ hours before pickup is free; within 48 hours is evaluated case-by-case and applicable cancellation fees may apply.

If PointStead cancels

If PointStead cancels a confirmed trip, the customer receives a 100% refund.

Refund method

Approved refunds are returned to the original payment method. Processing time after approval may depend on the customer's bank or payment provider.

Contracted and payer-arranged trips

Facility, broker, insurance, Medicaid/MHCP and other contracted or payer-authorized transportation may be subject to separate terms, authorizations, payer rules or agreed billing arrangements instead of this standard private-pay policy.

Questions or changes

To cancel, reschedule or ask about a refund, call (507) 218-4365 or use the contact method provided with the trip confirmation. You may also review the complete Terms of Service.