Returns & Refunds policy
Vicky's Crown Mobility Transport
Effective Date: December 18, 2024
POLICY OVERVIEW
This policy governs cancellations and refunds for non-emergency medical transportation (NEMT) services provided by Vicky's Crown Mobility Transport in Georgia. By booking our services, you agree to these terms.
Compliance: This policy complies with the Georgia Fair Business Practices Act (O.C.G.A. § 10-1-390 et seq.), Georgia Department of Community Health NEMT regulations, and federal Medicaid transportation requirements (42 CFR 431.53).
CANCELLATION FEES
Standard Cancellation Schedule
24+ Hours Before Pickup: Full refund, no fee
12-23 Hours Before Pickup: 75% refund, 25% fee
6-11 Hours Before Pickup: 50% refund, 50% fee
Under 6 Hours Before Pickup: 25% refund, 75% fee
No-Show (Not Ready at Pickup): No refund, full charge
How to Cancel
Phone: 678-9069279
Email: gifty@vickyscrowntransport.com
Hours: 8am-6pm
Cancellations are effective when received and confirmed during business hours. After-hours cancellations processed next business day.
MEDICAL EMERGENCY EXCEPTIONS
No cancellation fee applies for:
Patient hospitalized or significant health change
Doctor cancels/reschedules appointment
Severe weather or natural disaster
Death in family
Our vehicle breakdown
Required: Documentation within 7 days (hospital papers, doctor's note, appointment cancellation proof, etc.)
COMPANY CANCELLATIONS
If we cancel due to vehicle issues, staff emergency, or unsafe conditions:
Full refund provided
Alternative transportation offered when possible
Immediate notification to client
REFUND PROCESSING
Timeline: 7-10 business days after approval
Method: Original payment method (credit card, check, cash)
Insurance/Medicaid: 30-45 days (per provider timeline)
Calculation Example:
$50 fare canceled with 12-hour notice = $50 - 25% fee ($12.50) = $37.50 refund
GEORGIA MEDICAID NEMT CLIENTS
No Direct Payment: Medicaid clients typically don't pay out-of-pocket, no copayment required.
Must Notify Both:
Vicky's Crown Mobility Transport: [Your Phone Number]
Your NEMT Broker (Modivcare or Verida)
Broker Policies: Excessive no-shows may affect future transportation eligibility per Georgia Medicaid requirements.
WEATHER AND EMERGENCIES
Severe Weather: Full refund for any weather-related cancellation by client or company during weather advisories.
State of Emergency: All cancellations receive full refund, no fees during Georgia-declared emergencies.
SPECIAL SITUATIONS
Rescheduling: Free with 24+ hours notice (one per booking)
Round-Trip: Both legs must be canceled to avoid fees; cancel one leg = 50% of total fee
Mid-Trip Changes: No refund once pickup occurs
Deposits: Subject to same cancellation policy
DISPUTE RESOLUTION
Step: Contact us directly
Phone: 678-906-9279
Email: gifty@vickyscrowntransport.com
Response: Within 10 business days
YOUR RIGHTS
Under Georgia law, you have the right to:
Clear information about fees before booking
Fair and consistent policy application
Timely refunds within stated timeframes
Challenge fees and request review
File complaints with state agencies
PATIENT RESPONSIBILITIES
You must:
Cancel as soon as appointment changes
Be ready at scheduled pickup time
Provide accurate contact information
Submit documentation for fee waivers within 7 days
Notify both us and NEMT broker (if Medicaid client)
MODIFICATIONS TO POLICY
We may update this policy at any time. Changes effective immediately upon posting at vickyscrowntransport.com. Material changes will be communicated to active clients via email. Existing bookings subject to policy in effect when booked.
CONTACT INFORMATION
Vicky's Crown Mobility Transport
Phone: 678-906-9279
Email: gifty@vickyscrowntransport.com
Website: vickyscrowntransport.com
Hours: 8am-6pm
GOVERNING LAW
This policy is governed by:
Georgia Fair Business Practices Act (O.C.G.A. § 10-1-390 et seq.)
Georgia consumer protection regulations
Georgia Department of Community Health NEMT requirements
Federal Medicaid NEMT regulations (42 CFR 431.53)
Violations may be reported to Georgia Attorney General's Consumer Protection Division.
FREQUENTLY ASKED QUESTIONS
Q: What if my doctor cancels?
A: Full refund with confirmation from doctor's office.
Q: Can I reschedule instead of cancel?
A: Yes, free with 24+ hours notice.
Q: What counts as a medical emergency?
A: Hospitalization, significant health change, or doctor cancellation. Documentation required within 7 days.
Q: How long for refunds?
A: 7-10 business days for credit/debit; 10 days for cash/check.
Q: What if there's bad weather?
A: Full refund for weather-related cancellations, no documentation needed during weather advisories.
ACKNOWLEDGMENT
By using our services, you acknowledge you have received, read, and agree to this Refund and Cancellation Policy.
Complies with: Georgia Fair Business Practices Act, Georgia Medicaid NEMT requirements, Georgia Department of Community Health regulations, and federal consumer protection laws.
Last Updated: December 18, 2024
Next Review: December 18, 2025
For questions: 678-906-9279 or gifty@vickyscrowntransport.com