Cancellation & Refund Policy

1. Cancellation Terms

Cancellation terms may vary by Trip.

Depending on the applicable Transportation Provider and booking, relevant factors may include:

• Vehicle type;
• transportation requirements;
• Ride Now or scheduled transportation;
• time remaining before Pickup;
• Provider acceptance;
• Vehicle assignment;
• Vehicle dispatch;
• Vehicle arrival;
• waiting time;
• other terms disclosed for the Trip.

The cancellation terms applicable to a confirmed Trip are the terms presented or incorporated into that booking, subject to applicable law.

2. Before You Confirm a Trip

Before confirming an eligible Trip, DrLoop Go will provide or make available material booking information applicable to the transaction.

Depending on the Trip, this may include:

• Transportation Provider;
• Vehicle type;
• applicable price or estimate;
• payment method;
• cancellation terms;
• other material conditions.

You should review your Trip information before selecting Confirm Booking.

Where available, correct any error before confirming the Trip.

3. Provider-Specific Cancellation Policies

Transportation Providers may have different approved cancellation policies.

A Provider's cancellation policy may depend on the operational requirements of that Provider and the applicable Trip.

DrLoop may present Provider-specific cancellation terms rather than applying the same cancellation rule to every Provider.

A Provider may not use DrLoop to retroactively impose a more expensive cancellation rule on a Trip that was already confirmed under different disclosed terms.

4. Cancelling a Trip

Where cancellation is available, you can begin cancellation through the applicable Trip in DrLoop Go.

Before the cancellation is finalized, DrLoop Go may ask you to:

• select a cancellation reason;
• review applicable cancellation information;
• review any applicable cancellation charge;
• confirm that you want to cancel.

Starting the cancellation process does not itself complete the cancellation.

5. Cancellation Charges

A cancellation charge may apply where permitted by the terms applicable to the confirmed Trip.

Where a cancellation charge applies and can reasonably be determined before cancellation, DrLoop Go will display the amount before you provide final confirmation.

Where no cancellation charge applies, DrLoop Go may indicate that the cancellation is without a cancellation fee.

Applicable taxes or other amounts will be handled according to the applicable transaction and law.

6. Why a Cancellation Charge May Apply

A cancellation charge may apply because a Transportation Provider has already committed time or resources to the Trip.

Depending on the disclosed Trip terms, this may include circumstances where:

• the Provider accepted the Trip;
• a Vehicle was assigned;
• a Vehicle was dispatched;
• the cancellation occurred after an applicable deadline;
• the Vehicle reached the Pickup;
• an applicable waiting period occurred.

The actual rule for your Trip is determined by the cancellation terms applicable to that confirmed booking.

7. Scheduled Trips

Scheduled transportation may have different cancellation rules from Ride Now transportation because a Provider may reserve Vehicle or operational capacity in advance.

The cancellation window or charge applicable to a scheduled Trip should be reviewed before confirming the booking.

Different Providers may use different cancellation rules.

8. Ride Now Trips

For Ride Now transportation, a Provider may begin preparing for or travelling to the Trip shortly after confirmation.

As a result, an applicable cancellation charge may arise sooner than with some scheduled Trips.

The cancellation terms presented for the applicable booking govern, subject to applicable law.

9. Round Trips

A Round Trip may consist of separate outbound and return transportation legs.

Unless DrLoop Go clearly indicates otherwise, cancelling one leg does not automatically cancel the other.

Each leg may have its own:

• Provider;
• Vehicle;
• scheduled time;
• price;
• cancellation terms.

Where DrLoop Go offers a choice between cancelling one leg and cancelling the entire Round Trip, review the selection carefully before confirming.

10. Provider Cancellation

If a Transportation Provider cancels a Trip before providing the transportation, a Rider cancellation fee will not be imposed solely because of the Provider's cancellation.

Where an amount for transportation that was not provided has already been captured, DrLoop will review and process the appropriate refund or adjustment in accordance with the transaction circumstances, applicable payment rules and law.

DrLoop may attempt to identify another available transportation option.

Replacement transportation is not guaranteed.

11. DrLoop-Initiated Cancellation

DrLoop may cancel or restrict a Trip where reasonably necessary because of circumstances such as:

• safety concerns;
• suspected fraud;
• duplicate booking;
• technical error;
• Provider unavailability;
• inability to reasonably fulfill the requested transportation;
• legal requirements;
• misuse of DrLoop services.

The financial treatment of the cancellation will depend on the reason for the cancellation, the services actually provided or costs legitimately incurred, the applicable Trip terms and applicable law.

A standard Rider cancellation fee will not be imposed solely because DrLoop or the Provider was unable to provide the confirmed transportation.

12. Vehicle Breakdown

If an assigned Vehicle becomes unavailable because of a breakdown or similar operational problem, the Provider and/or DrLoop may attempt to identify an appropriate alternative where available.

The Rider may receive:

• an updated Trip status;
• replacement information;
• a delay update;
• an option to cancel where applicable.

Replacement transportation is not guaranteed.

A Rider cancellation fee will not be imposed merely because the originally assigned transportation became unavailable due solely to the Provider's Vehicle breakdown.

13. Provider Delay

ETA information is an estimate and may change.

An ordinary ETA change does not automatically create a right to a refund or cancellation-fee waiver.

Where a significant operational delay or material change occurs, DrLoop may review the circumstances and, where appropriate, provide cancellation, adjustment or alternative transportation options.

Any statutory rights that apply remain unaffected.

14. Transportation Requirement Mismatch

Accurate transportation information is important.

If information provided for a Trip is materially inaccurate or incomplete and the Provider cannot reasonably perform the transportation as booked, the Trip may need to be:

• modified;
• reassigned;
• re-priced with appropriate disclosure and confirmation;
• cancelled.

Whether a charge applies will depend on the applicable terms, circumstances and legitimate costs already incurred.

DrLoop may review disputed charges involving a transportation requirement mismatch.

15. Relevant Diagnosis or Condition

DrLoop Go may request a Relevant diagnosis or condition for transportation where reasonably relevant to transportation requirements, assistance, safety or care requirements during the Trip.

A Rider is not required to provide an unrelated medical history merely to avoid a cancellation charge.

Where material transportation information necessary for safe or appropriate transportation was materially inaccurate or omitted, the resulting Trip issue may be reviewed under the applicable Trip terms.

16. No-Show

A Rider may be treated as a no-show only according to the applicable Trip or Provider rules.

Relevant information may include:

• confirmed Pickup;
• scheduled time;
• Vehicle arrival;
• applicable waiting period;
• Provider or Driver status;
• available Trip communications;
• cancellation activity.

A no-show charge, where applicable, must be supported by the terms applicable to the booking.

If you believe you were incorrectly charged as a no-show, you may request a review.

17. Waiting Charges

Waiting charges and cancellation charges are not necessarily the same.

Where a Provider applies a waiting-time rule, the applicable terms should be disclosed as part of the booking or otherwise as required.

Where both waiting time and cancellation become relevant, any amount charged must be consistent with the applicable disclosed terms and law.

18. Medical Circumstances

Medical circumstances may change unexpectedly.

If a Trip is cancelled because of a significant unexpected medical circumstance, you may request review of an applicable cancellation charge.

DrLoop may consider information reasonably necessary to assess the circumstances.

DrLoop will not require unrelated medical information merely to review an ordinary cancellation-fee dispute.

A medical reason does not automatically guarantee a refund or waiver unless required by applicable law or the applicable Trip terms.

19. Safety Concerns

A Rider should prioritize immediate safety over completing a Trip.

If you reasonably believe there is an immediate safety concern, do not proceed merely because you are concerned about a cancellation charge.

DrLoop may review cancellation or payment issues associated with a reported safety concern after immediate safety needs have been addressed.

A good-faith safety report does not itself violate DrLoop policies.

Knowingly making a false safety report may constitute misuse.

20. Duplicate Bookings

If you believe you accidentally created a duplicate booking, contact DrLoop through the applicable support process as soon as reasonably possible.

DrLoop may review information such as:

• booking times;
• Rider;
• Pickup;
• Destination;
• scheduled Trip time;
• Provider activity;
• costs already incurred.

Where appropriate, DrLoop may waive, reverse or refund a charge associated with a genuine duplicate booking.

A waiver is not guaranteed in every circumstance.

21. Booking Errors

You are responsible for reviewing material Trip information before confirming a booking.

Where an obvious booking error is reported promptly, DrLoop may review whether a cancellation charge should be waived or adjusted.

The outcome may depend on whether a Provider has already committed legitimate resources or incurred costs under the applicable terms.

22. Refund Requests

You may request review of a charge where you believe, for example, that:

• an incorrect cancellation charge was applied;
• the applicable cancellation policy was not followed;
• the Provider cancelled the Trip;
• a duplicate booking occurred;
• a material technical error occurred;
• the confirmed transportation could not be provided;
• a significant safety issue occurred;
• the amount charged differed improperly from the applicable disclosed amount;
• another billing error occurred.

Submitting a request does not automatically mean a refund will be issued.

23. Refund Review

To investigate a cancellation or payment issue, DrLoop may review information reasonably relevant to the request.

This may include:

• Trip status history;
• timestamps;
• applicable cancellation terms;
• Provider assignment;
• Vehicle status;
• cancellation time;
• payment records;
• relevant Trip communications;
• support communications;
• other relevant operational records.

DrLoop will seek to limit use of sensitive information to what is reasonably necessary for the review.

24. Refund Outcomes

Depending on the circumstances, a review may result in:

• confirmation of the original charge;
• a full refund;
• a partial refund;
• cancellation of an unpaid charge;
• another appropriate adjustment.

Any decision remains subject to rights and remedies available under applicable law.

25. Authorization Holds

A temporary authorization may appear on your payment method before the final amount is charged.

An authorization hold is not necessarily a completed payment.

If a Trip is cancelled or the amount changes, an unused authorization may be released or adjusted.

The timing for the authorization to disappear from your account may depend on your bank, card issuer or payment provider.

26. Refund Processing

Approved refunds will generally be returned through the applicable original payment process where reasonably possible.

After a refund is issued, additional processing time may be required by the bank, card issuer or payment provider.

Where applicable law requires a particular refund method or timeframe, that requirement applies.

27. Promotions and Credits

Where a Trip was paid using a promotion, credit or combination of credit and another payment method, any refund or adjustment may be handled according to:

• the applicable promotion terms;
• the original payment allocation;
• applicable law.

Promotional value will not be represented as cash unless it is actually redeemable as cash.

28. Cancellation Record

After cancellation, DrLoop Go may provide a Trip record showing information such as:

• cancellation status;
• cancellation date or time;
• applicable cancellation charge;
• refund or adjustment where applicable.

Keep any receipt or confirmation that you may need for your records.

29. Disputing a Charge

Where available, use the support option associated with the applicable Trip to request review of a cancellation charge.

DrLoop may require reasonable identity or account verification before discussing sensitive Trip or payment information.

30. Payment Disputes

DrLoop encourages users to contact DrLoop through the available support process so that billing concerns can be investigated.

Nothing in this Policy removes any non-waivable rights available through:

• applicable law;
• a financial institution;
• card issuer;
• payment provider.

DrLoop may use relevant transaction and Trip records when responding to a payment dispute.

31. Fraud and Abuse

DrLoop may deny a discretionary refund or take appropriate account action where there is reasonable evidence of misuse, including:

• fabricated refund claims;
• intentionally false safety reports;
• payment fraud;
• systematic abuse of cancellation or refund processes;
• manipulation of Trip information.

This section does not eliminate consumer rights or remedies that cannot legally be restricted.

32. Provider Fee Control

Transportation Providers may only apply fees through the mechanisms and terms authorized for the applicable DrLoop service.

A Provider may not use DrLoop to impose an undisclosed cancellation charge after the fact.

DrLoop may review or reverse an improper Provider-originated cancellation charge where appropriate.

33. Specific Trip Terms

A specific cancellation term properly presented for a confirmed Trip may supplement this general Policy.

Where a valid Trip-specific term and this general Policy address the same issue, the more specific properly disclosed Trip term may apply, subject always to applicable law and rights that cannot legally be waived.

34. Consumer Rights

Nothing in this Policy is intended to restrict a statutory right or remedy that cannot legally be restricted.

Applicable consumer-protection law may provide rights in addition to DrLoop's contractual cancellation and refund rules.

DrLoop's cancellation policies do not replace mandatory statutory cancellation or refund rights.

35. Changes to This Policy

DrLoop may update this Policy for future use of DrLoop Go.

The current version will display its:

• Effective Date
• and:
• Last Updated

Changes will not be used simply to retroactively increase a cancellation charge already attached to a confirmed Trip.

Where appropriate, the version of the terms applicable to a confirmed Trip may be retained for operational, dispute-resolution and legal purposes.

36. Contact and Support

Questions or disputes concerning a specific Trip should be submitted through the support options associated with that Trip whenever available.

For general DrLoop Go support, use the support channels published through DrLoop Go or drloop.ca.

Do not send unnecessary medical information through ordinary support communications.

For an immediate emergency, contact the appropriate local emergency service.