1. General Policy Overview

Medical Courier Services provides time-sensitive, specialized logistics for healthcare

providers, laboratories, and clinics. Because our services require immediate resource

allocation, vehicle routing, and driver dispatch, all service bookings are subject to the

following refund and cancellation terms.

 

2. Order Cancellations & Credits

• Advance Cancellations: Scheduled routes or deliveries canceled at least two (2)

hours prior to the scheduled pickup time qualify for a 100% refund or service credit.

• Late Cancellations: Cancellations made less than two (2) hours before the

scheduled pickup time will incur a 50% cancellation fee.

• Driver En Route / On-Site: If a driver has already been dispatched or arrives at the

pickup location, the full service fee is non-refundable.

• STAT / Urgent Deliveries: Due to the immediate dispatch required for STAT orders,

these bookings are 100% non-refundable once confirmed.

 

3. Eligibility for Refunds or Service Credits

Refunds or account credits will only be issued under the following circumstances:

• Company Error: The delivery fails, is severely delayed, or is compromised due to

direct negligence or operational failure by our company or courier.

• Billing Discrepancies: Duplicate charges, incorrect mileage calculations, or

administrative overcharges will be refunded in full upon verification.

 

4. Non-Refundable Circumstances (Force Majeure & External Factors)

No refunds or credits will be issued for delivery delays or failures caused by:

• Incorrect or incomplete pickup/delivery addresses provided by the client.

• Recipient unavailability or refusal to accept the medical shipment at the

destination.

• Delays due to severe weather, natural disasters, unexpected road closures, or

major traffic accidents.

• Delays caused by waiting times at facilities exceeding the standard complimentary

window (e.g., waiting for lab staff to prepare specimens).

 

5. Claim Submission and Dispute Process

• Filing Window: All refund requests, billing disputes, or service complaints must be

submitted in writing within forty-eight (48) hours of the service date.

• Required Documentation: Requests must include the Tracking/Order Number,

date of service, pickup/delivery locations, and a detailed description of the issue.

• Review Timeline: Our billing and management team will review all claims and

provide a resolution within five (5) business days. Approved refunds will be issued

to the original payment method or applied as an account credit.

 

6. Corporate Contracts and MSAs

For clients operating under a Master Service Agreement (MSA) or dedicated contract, the

refund, billing, and cancellation terms outlined in that specific contract will supersede this

general policy.