Skip to content

Notice: GRAB Rides provides non-emergency medical transportation and medical courier logistics. If you or someone you are assisting is experiencing a life-threatening medical emergency, please call 911 immediately.

GRAB Rides logo: a wheelchair-accessible medical van formed from the word GRAB resting in an open handGRAB Rides
Call

Patient Rights & Cancellation Policy

Every passenger is entitled to safe, dignified, on-time service and clear pricing.

Patient rights

  • Respectful, discrimination-free service regardless of race, disability, or payer.
  • A screened, certified, uniformed driver with a visible company badge.
  • A clear fare estimate before the trip and an itemized final charge.
  • One family member or PCA rides free; service animals ride free.
  • The right to file a complaint at GRABRIDES@GRABRIDES.COM and receive a written response.

Passenger cancellation policy

  • Free cancellation: full refund or no penalty when canceled at least 24 hours before the scheduled pick-up time.
  • Late cancellation (within 24 hours): a flat $35 fee or 50% of the base fare, whichever is greater.
  • Same-day / en-route cancellation: full base fare once a driver is dispatched or en route.

No-show & grace period

Drivers wait up to 15 minutes past the scheduled pick-up time. After 15 minutes without contact, the trip is a No-Show billed at full trip value. Extended wait time is available on request at $15 per 15-minute increment.

Courier cancellation policy

STAT orders canceled after driver dispatch are charged 100%. Scheduled route cancellations require 12 hours advance notice to avoid minimum stop charges.

Questions

555-555-555 · GRABRIDES@GRABRIDES.COM · 300 MLK Jr Dr SE Unit 231, Atlanta, GA 30312