MedHox LLC
Reservation Policy
Everything you need to know about scheduling, cancellations, and ride requirements before you book.
Advance Booking Required
All rides must be scheduled at least 2 hours in advance for standard trips. Same day emergency bookings may be available. Call us at +1 703-570-6036 to check availability in real time.
Policy Sections
01
Booking Requirements
What you need to schedule a ride
All reservations must be made at least 2 hours before the requested pickup time for standard trips.
Recurring trips such as dialysis and physical therapy should be scheduled at least 48 hours in advance to guarantee availability.
You must provide a valid pickup address, destination, and appointment time at the time of booking.
For wheelchair, stretcher, or bariatric transport please indicate the vehicle type when booking. Last minute vehicle changes cannot be guaranteed.
A callback number is required for all bookings. Our dispatcher may contact you to confirm details before the trip.
Passengers requiring oxygen equipment must note this at booking. A $30 oxygen equipment fee applies per trip.
Online booking is available 24 hours a day at medhox.com. For same day emergency transport call us directly and our dispatcher will check vehicle availability in real time.
02
Cancellation Policy
Fees and windows for cancelling your ride
4 or more hours before pickup — No Charge
Cancel with no penalty. Full refund if payment has already been made.
2 to 4 hours before pickup — $25 Late Cancel Fee
The driver has already been dispatched. A $25 cancellation fee applies.
Under 2 hours or No Show — Full Trip Charge
The driver is en route or on scene. The full estimated trip cost will be invoiced.
Recurring and dialysis trips require at least 24 hours notice to cancel. Repeated same day cancellations of recurring rides may result in suspension of the recurring booking.
03
No Show Policy
What happens when a driver arrives and the patient is unavailable
Our driver will wait up to 10 minutes at the scheduled pickup address before marking the trip as a no show.
The driver will call the passenger at least once before leaving the location.
A no show invoice for the full estimated trip cost will be issued to the responsible party on file.
Passengers with 3 or more no shows within a 90 day period may be required to prepay all future bookings.
If you are running late call us immediately at +1 703-570-6036. Dispatchers can often hold the driver for a reasonable delay.
04
Companion and Caregiver Policy
Who can ride along and under what conditions
Caregivers ride free
1 companion permitted
Additional guests require advance notice
No unaccompanied minors
One caregiver or personal care attendant may ride at no additional charge when accompanying the patient.
A second companion such as a family member or friend may ride along if vehicle space permits. Please confirm at booking.
Children under 18 may not travel unaccompanied in a MedHox vehicle. A parent or legal guardian must be present for all minors.
All companions must wear a seatbelt at all times during transport.
Our drivers provide transport assistance only including door to door and door through door support. Medical care during transport must be provided by a qualified companion.
05
Vehicle and Equipment Policy
Wheelchair, stretcher, oxygen and mobility device rules
| Item | Policy |
|---|---|
| Personal wheelchair | Transported at no extra charge. Declare at booking. |
| Power wheelchair | Permitted. Must fit in vehicle. Confirm dimensions when booking. |
| Stretcher transport | Two person crew required. Pre-approval needed before booking. |
| Oxygen equipment (ours) | +$30 per trip. Must be requested at time of booking. |
| Patient owned oxygen | Permitted. Driver will secure equipment safely during transport. |
| Bariatric passengers (350+ lbs) | Bariatric vehicle required. Select Bariatric Transport when booking. |
| Walker or rollator | Stowed at no charge. |
| Service animals | Always permitted per ADA requirements. No fee. |
All MedHox vehicles are ADA compliant and equipped with hydraulic lifts. If you are unsure which vehicle type you need our team will help you select the right option when you call.
06
Payment and Billing Policy
How invoicing, Medicaid, and private pay works
Private Pay: After your booking is confirmed a Stripe invoice is emailed to you. Pay securely from that email. No payment is required at the time of booking.
Cash on Pickup: Exact change or cash equivalent of the estimated fare. Drivers do not carry change.
Medicaid and Insurance: We work with select Virginia Medicaid plans. Contact us with your member ID to verify coverage before booking.
Invoices are due within 7 days of the completed trip. Past due accounts may be sent to collections after 30 days.
Disputed charges must be raised within 14 days of the invoice date. Contact Service@medhox.com to open a dispute.
No payment is required to submit a booking online. Our team verifies trip details and sends your Stripe invoice. You only pay after confirmation.
07
Passenger Conduct
Behavior standards during transport
No smoking or vaping
No alcohol or substances
No abusive language
Seatbelts required at all times
Smoking, vaping, and use of alcohol or controlled substances is strictly prohibited in all MedHox vehicles.
All passengers and companions must wear a seatbelt at all times. Failure to comply may result in refusal of service.
Abusive, threatening, or discriminatory behavior toward drivers will result in immediate termination of service and a ban from future bookings.
Any damage to the vehicle caused by a passenger will be billed to the responsible party on file.
In the event of a medical emergency during transport our driver will contact 911 immediately and follow standard emergency protocols.
Questions about our policy?
Our team is available Monday through Friday 8am to 6pm and Saturday 9am to 3pm EST.
