Booking Policy

How to Book

We offer multiple convenient booking methods to accommodate your preferences and needs:

Required Information

To ensure safe, efficient transportation, please have the following information ready when booking:

Patient Information

• Full legal name (as it appears on ID or insurance card)
• Date of birth
• Phone number and alternate contact number
• Current address and specific pickup instructions
• Emergency contact name and phone number

Transportation Details

• Pickup address with specific location details (building entrance, room number, etc.)
• Drop-off address with specific destination details
• Preferred pickup date and time
• Appointment time (if applicable)
• Estimated appointment duration for round-trip bookings
• Special pickup or drop-off instructions

Medical Information

• Mobility status (ambulatory, wheelchair, stretcher)
• Type of wheelchair or mobility device (manual, power, bariatric)
• Oxygen requirements and flow rate
• Medical equipment that must accompany patient (IV pole, portable equipment, etc.)
• Medical conditions affecting transport (contagious illness, behavioral concerns, etc.)
• Special accommodations needed (service animal, companion, language assistance)

Payment Information

• Insurance information (carrier name, policy number, authorization number if required)
• Payment method for non-insured or out-of-pocket portions
• Healthcare facility billing authorization (if applicable)

Booking Timeframes

We accommodate both advance and same-day bookings based on availability:

Booking Type	Recommended Timeframe	Notes
Advance Booking	24-48 hours or more	Best availability, guaranteed time slot, allows for special accommodations
Same-Day Booking	2-4 hours before pickup	Subject to vehicle and staff availability, may have limited options
Urgent Booking	Less than 2 hours	We will do our best to accommodate; approval required from dispatch supervisor
Recurring Appointments	Book entire series in advance	Dialysis, chemotherapy, PT—schedule all dates at once for consistency

Peak Times

Our busiest times are typically:

• Monday mornings (7:00 AM - 10:00 AM)
• Friday afternoons (2:00 PM - 5:00 PM)
• First week of each month (increased appointment volume)
• Day after holidays

Book as far in advance as possible during these periods to ensure availability.

Booking Confirmation

Once your booking is complete, you will receive confirmation through your preferred method:

Confirmation Details Include:

• Confirmation number (keep this for reference)
• Scheduled pickup date and time
• Pickup and drop-off addresses
• Vehicle type and accessibility features
• Estimated fare (subject to actual distance and wait time)
• Driver name and contact information (provided 1 hour before pickup)
• Our 24/7 dispatch number for questions or changes

Confirmation Methods:

• Email: Instant confirmation sent to your email address
• Text Message: SMS confirmation with essential details
• Phone Call: Verbal confirmation for phone bookings
• Online Account: View all bookings in your online portal

Changes and Modifications

We understand that medical appointments and circumstances can change. Here's how to modify your booking:

How to Make Changes

• Call our dispatch center at (555) 123-4567
• Have your confirmation number ready
• Provide the new details for your transportation
• Receive updated confirmation

Change Fees

Notice Period	Change Fee
24+ hours before pickup	No fee
12-24 hours before pickup	No fee (one change allowed)
2-12 hours before pickup	$25 change fee
Less than 2 hours before pickup	$50 change fee or subject to cancellation policy

Changes We Don't Charge For:

• Medical emergencies requiring rescheduling
• Physician or facility rescheduling your appointment
• Hospital discharge time changes (common with hospital delays)
• Severe weather or unsafe road conditions

Cancellation Policy

If you need to cancel your transportation, please notify us as soon as possible:

Cancellation Fees

Notice Period	Cancellation Fee
24+ hours before pickup	No charge
12-24 hours before pickup	No charge
2-12 hours before pickup	25% of estimated fare
Less than 2 hours before pickup	50% of estimated fare
No-show (patient not ready/available)	100% of estimated fare

Fee Waiver Circumstances

Cancellation fees will be waived for:

• Medical Emergencies: Patient requires emergency transport via ambulance
• Hospitalization: Patient admitted to hospital unexpectedly
• Death in Family: Compassionate cancellation
• Provider Cancellation: Doctor or facility cancels appointment
• Weather/Safety: Severe weather or unsafe conditions
• Our Cancellation: If we must cancel for any reason

Documentation may be required for fee waiver (appointment cancellation notice, hospital admission, etc.).

Day of Service

Here's what to expect on the day of your scheduled transportation:

Before Pickup

1. 1 Hour Before: You'll receive a text/call with driver name, vehicle number, and estimated arrival time
2. 30 Minutes Before: Driver begins route to your location
3. 15 Minutes Before: Driver notifies dispatch of en-route status
4. On Arrival: Driver calls/texts to notify you of arrival

Be Prepared

• Be ready 10 minutes before scheduled pickup time
• Have your insurance card, ID, and appointment information
• Gather all belongings, medications, and medical equipment
• Ensure mobility device is charged (if applicable)
• Notify us immediately if you're running late

Pickup Window

Our pickup window is +/- 15 minutes from scheduled time:

• We may arrive up to 15 minutes early
• We may arrive up to 15 minutes late (due to traffic, previous passenger, etc.)
• If we're running more than 15 minutes late, dispatch will notify you
• You should be ready during the entire 30-minute window

Driver Responsibilities

Your driver will:

• Arrive in a clean, well-maintained vehicle
• Greet you professionally and verify your identity
• Assist with boarding and secure mobility devices properly
• Load any medical equipment or belongings
• Drive safely and courteously to your destination
• Assist with exiting the vehicle at your destination

Recurring Appointments

For patients with regular medical appointments (dialysis, chemotherapy, physical therapy), we offer convenient recurring booking options:

Benefits of Recurring Bookings

• Consistent Schedule: Same pickup times for all appointments
• Preferred Drivers: We try to assign the same driver when possible
• Priority Scheduling: Your time slots are reserved in advance
• Simplified Billing: One invoice for multiple trips
• Flexible Changes: Easy to modify individual trips as needed

How to Set Up Recurring Transport

1. Contact us with your appointment schedule
2. We'll create a recurring booking for all dates
3. Receive confirmation for entire series
4. Make changes to individual trips as needed
5. Automatic reminders before each appointment

Wait Time and Round Trips

For appointments requiring return transportation, we offer convenient round-trip service:

Round Trip Options

• Wait and Return: Driver waits during appointment (for appointments under 2 hours)
• Return Pickup: We return at specified time for longer appointments
• Will-Call: Call us when appointment is finished (30-60 minute pickup)

Wait Time Policy

Appointment Duration	Recommended Option	Cost
Under 30 minutes	Wait and Return	Included in round-trip fare
30 minutes - 2 hours	Wait and Return	Small wait time fee may apply
2 - 4 hours	Return Pickup (scheduled)	Round-trip fare (two separate trips)
Over 4 hours or uncertain	Will-Call Return	Round-trip fare plus possible wait fee

Will-Call Procedures

If choosing will-call return service:

• Call dispatch when you're ready for pickup (estimate 30-60 minutes)
• Provide your location and confirmation number
• We'll dispatch the nearest available vehicle
• Receive text notification when driver is en route
• During peak hours, will-call may take longer than scheduled returns

Companions and Guests

We welcome family members and caregivers to accompany patients when appropriate:

Companion Policy

• One Companion: Allowed at no additional charge (space permitting)
• Additional Guests: May be accommodated based on vehicle capacity (advance notice required)
• Children: Minors must be accompanied by parent or legal guardian
• Required Companions: Patients with cognitive impairments or requiring assistance should have a companion

Companion Requirements

• Must be noted at time of booking
• Companion must be able to board/exit independently (unless they are a minor)
• Vehicle space must be sufficient for patient's medical equipment and mobility devices
• Companions must follow all vehicle safety rules
• Service animals always take priority over companions if space is limited

Special Requests

We strive to accommodate special needs and requests whenever possible:

Common Special Requests

• Preferred Driver: Request a specific driver (subject to availability)
• Temperature Preferences: Specific climate control needs
• Sensory Accommodations: Quiet environment, minimal conversation
• Language Services: Driver or interpreter who speaks specific language
• Cultural/Religious Needs: Same-gender driver, prayer time accommodations
• Service Animals: Advance notice ensures adequate space
• Extra Equipment: IV poles, oxygen, portable equipment

How to Request

• Mention special requests when booking
• Provide as much detail as possible
• We'll confirm whether we can accommodate
• Special requests are noted in your booking profile for future trips

Service Area and Distance

We proudly serve the greater metropolitan area and surrounding communities:

Primary Service Area

• New York City - All Boroughs
• Long Island (Nassau and Suffolk Counties)
• Westchester County
• Northern New Jersey
• Connecticut (Fairfield County)

Long-Distance Transport

For trips outside our standard service area:

• 50-100 miles: Available with advance booking (24-48 hours notice)
• Over 100 miles: Requires approval from dispatch manager
• Out of State: Multi-state trips available for hospital transfers and specialized care
• Custom Pricing: Long-distance trips quoted individually

Travel Time Considerations

• We build in buffer time for traffic and delays
• For time-sensitive appointments, we recommend earlier pickup times
• Bridge and tunnel tolls are included in quoted fare
• GPS tracking allows real-time route optimization

What Could Affect Your Booking

Several factors may impact your scheduled transportation:

Weather and Road Conditions

• Severe weather may cause delays (we'll notify you)
• Extremely hazardous conditions may require rescheduling
• We monitor weather forecasts and communicate proactively
• Safety of passengers and staff is our top priority

Vehicle or Equipment Issues

• If your assigned vehicle has a mechanical issue, we'll immediately dispatch a replacement
• Backup vehicles are always available
• You'll be notified of any changes
• In rare cases, we may need to reschedule (full refund provided)

Previous Trip Delays

• Healthcare facility delays (hospital discharge, appointment running late)
• Patient boarding difficulties requiring extra time
• Traffic incidents causing delays
• We notify you if previous trip affects your pickup time

Inaccurate Booking Information

• Wrong address may cause significant delays
• Incorrect mobility needs (wheelchair sent when stretcher needed)
• Failure to disclose special equipment requirements
• May result in trip cancellation and rebooking fees

Feedback and Issues

Your feedback helps us improve our service:

How to Provide Feedback

• After Each Trip: You'll receive a survey via email or text
• Call Us: (555) 123-4567 to speak with a supervisor
• Email: feedback@sunday-ambulette.com
• Online: Submit feedback through our website

Resolving Issues

If you experience any problems with your booking or service:

1. Contact us immediately at (555) 123-4567
2. Provide your confirmation number and details of the issue
3. We'll investigate and respond within 24-48 hours
4. Appropriate remedies may include refunds, credits, or service improvements

Privacy and Data Security

All booking information is handled with strict confidentiality:

• Your personal and medical information is protected under HIPAA
• Payment information is processed through secure, encrypted systems
• Booking data is stored securely and accessed only by authorized personnel
• We never share your information without your consent (except as required by law)
• See our Privacy Policy for complete details

Frequently Asked Questions

Can I book for someone else?

Yes, you can book on behalf of a family member or patient if you have their medical information and consent. You'll need to provide authorization documentation for billing purposes.

What if my appointment time changes?

Call us immediately at (555) 123-4567. We'll do our best to accommodate the new time, though availability depends on our schedule. Changes made 24+ hours in advance have no fee.

Can I change from one-way to round-trip after booking?

Yes, contact us to add return transportation. It's easier to book round-trip initially, but we can always add return service (subject to availability).

What happens if I miss my pickup window?

If you're not ready when the driver arrives, they'll wait 15 minutes. After that, the trip may be cancelled and charged as a no-show. Call us immediately if you're running late—we'll work with you.

Do you transport patients who are contagious?

Yes, with proper notification. We need to know in advance so we can take appropriate infection control measures (PPE, vehicle disinfection). This protects both our staff and other patients.

Can I request a female or male driver?

Yes, we accommodate gender preferences when possible. Please mention this when booking. While we can't always guarantee, we'll do our best to honor your request.