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All bookings must be made at least 24 hours in advance of the pickup time, we recommend 48 hours in advance. 20% surcharge will be applied to booking made, and accepted by our dispatch, less than 24 hours in advance of the pickup time.
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Bookings made less than 24 hours in advance of the pickup time, once completing the on-line booking form, after 30 minutes you MUST contact our dispatch at 780-499-1838 to verify receipt of the booking and to verify the pickup time.
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Bookings are processed between 09:30 and 14:30, Monday to Friday. Outside these hours, contact dispatch at 780-499-1838 and leave a message for urgent requests.
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Payment must be made at the time of booking unless the facility is an existing account holder.
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Bookings may be cancelled up to 4 hours prior to the scheduled pickup time by calling 780-499-1838. If cancelled with 4 hours or less notice, no refund will be issued/the facility will still be charged full rate for the transfer. This also includes, but is not limited to, if the patient refuses to travel with us upon our arrival, or if the transfer is cancelled by facility staff upon our arrival.
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Bookings may be amended on the day of the transfer. When a booking is amended, every effort will be made to accommodate the changes, but we may not be able to accommodate the new times.
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Bookings are made for either a Wait and Return, a Drop-off and Return or a One-way.
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All bookings for a Wait and Return, automatically include 30 minutes of waiting time charges. If the appointment is in excess of 30 minutes, additional wait time will be charged.
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The transfer rate will be charged each direction of the transfer.
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Bariatric patients (patients weighing 113kg/250lbs or more) require two transfer crews, therefore the patient is charged for the two transfer units. This is for the safety of the patient and our staff.
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Abuse of staff will not be tolerated. We reserve the right to cancel a transfer of an abusive or a patient exhibiting inappropriate conduct. No refund will be issued in such cases.
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The safety and well-being of our employees and our patients remain our ultimate priority. Offering a secure working environment for our staff is crucial as we collaborate with you to ensure timely and compliant transfers. Regrettably, we have identified instances of unsafe conditions arising from various factors, including obstructed access, slippery surfaces, and uneven terrain. Our staff have been instructed to discontinue moving patients when confronted with conditions deemed unsafe. In such instances, the patient will be returned to the location of origin. There will then be a return transfer fee charged to the patient/facility. We sincerely appreciate your support and assistance to establishing a secure working environment that benefits all parties involved.
