These terms govern Rainbow Road Transport's ground non-emergency medical transportation services. Arrangements for the Flight Nurse Companion service are handled separately — ask us for the applicable terms when you book that service.
Plans change, and we understand that. This policy applies to every confirmed reservation, however it was made — by phone, by email, or through a request on this website.
Rescheduling — No Cancellation Fee
Need to cancel a reservation? Reschedule instead. When you give us a new date and time, Rainbow Road Transport moves the reservation to the new date at no cancellation charge.
- Give us the new date and time, and we will confirm the updated trip details and send you a new confirmation.
- Don't have the new date yet? We may issue a Transportation Credit (a voucher) at the face value of the ride amount paid. It is valid for 7 days and tied to the same passenger. When it is applied to the rescheduled reservation, any price difference is deducted from the voucher and the balance applies. Give us the new date within 7 days to use it.
- Rescheduled reservations are subject to vehicle availability. Once the driver is en route, or within 1 hour of pickup, the full fare applies and cannot be waived.
Cancellation Fees
If a reservation is cancelled without rescheduling, cancellation fees are charged to the Responsible Party based on how far in advance it is cancelled.
Round-Trip Bookings
| When You Cancel — Without Rescheduling | Fee |
|---|---|
| More than 24 hours before pickup | No fee |
| 4–24 hours before pickup | $50 |
| 1–4 hours before pickup | 50% of the fare |
| Within 1 hour of pickup, driver en route, or no-show | Full fare |
One-Way Bookings
| When You Cancel — Without Rescheduling | Fee |
|---|---|
| More than 24 hours before pickup | No fee |
| Less than 24 hours before pickup, driver en route, or no-show | Full fare |
Holiday Bookings
| When You Cancel — Without Rescheduling | Fee |
|---|---|
| More than 72 hours before pickup | No fee |
| Less than 72 hours before pickup | 50% of the fare |
| Less than 24 hours before pickup | Full fare |
Holiday reservations are billed at 1.5× the standard rate.
Additional Terms
- No-show. If the client does not appear at the time of pickup, for any reason, without prior cancellation, the full fare is charged — for both round-trip and one-way reservations.
- One-time courtesy. Rainbow Road Transport may, at its sole discretion, reduce or waive a cancellation or no-show charge as a one-time goodwill courtesy for a specific reservation; this does not change the policy.
- Rainbow Road Transport may terminate a reservation if a passenger violates these rules. In that case, no portion of that reservation's price is refunded.
Service Level Changes (Downgrades)
Changing from a higher level of service (stretcher or Stretcher-Alternative) to a lower one (wheelchair or ambulatory) after a reservation is confirmed is treated as a partial cancellation, because specialized equipment and staffing have already been committed. Standard cancellation timeframes do not apply.
A downgrade inside 24 hours of pickup is charged at the greater of $250, or 50% of the original booked rate plus the full charge for the new downgraded service. Downgrades are subject to availability, and we may waive or modify these charges for documented medical necessity or safety.
How to Reschedule or Cancel
Call us at (847) 585-8888, or email reservation@rainbowroadllc.com. Please reach out as early as you can — rescheduling early gives us the best chance of a vehicle at your new time, and cancelling early lets us offer the vehicle to another client who needs it.
How to Reach Us
Questions about this policy, or requests to exercise your rights, can go to any of the following.
- Rainbow Road Transport, LLC
- 1530 S Monterey Ave, Schaumburg, IL 60193
- Office
- (847) 585-8888
- Fax
- (847) 929-9993
- General Inquiries
- info@rainbowroadllc.com
- Privacy & HIPAA Requests
- privacy@rainbowroadllc.com
Written privacy and HIPAA requests should be addressed to the Privacy Officer and marked “HIPAA Privacy Request.”