Effective date: October 28, 2025
At Hillstar Ambulance Services, we strive to provide reliable, timely, and professional ambulance transportation. However, we understand that certain situations may require cancellation or refund requests. This Refund and Cancellation Policy explains our guidelines for such cases.1. Booking and Confirmation
All bookings are confirmed only after payment or official confirmation by our dispatch team. Once confirmed, our team schedules the vehicle, staff, and medical equipment based on the request details.2. Cancellation by Customer
- Customers may cancel a booking by calling our helpline or through the same mode used for booking (phone, website, or app).
- For non-emergency bookings, cancellation made at least 2 hours before dispatch will be eligible for a partial refund after deducting administrative and processing fees.
- If cancellation is made after the ambulance has been dispatched, fuel and logistics charges will be deducted, and only the remaining amount (if any) will be refunded.
- In case the ambulance has already reached the pickup location or the service has started, no refund will be applicable.
3. Cancellation by Hillstar Ambulance Services
In rare cases, Hillstar Ambulance Services may have to cancel a booking due to unforeseen reasons such as:- Unavailability of a vehicle or medical staff due to emergencies.
- Unsafe or inaccessible location conditions.
- Technical or operational issues beyond our control.
4. Refund Process
- Approved refunds will be processed within 7–10 business days from the date of cancellation confirmation.
- Refunds will be issued to the original payment method used during booking.
- In case of delays due to banking or third-party gateways, we will assist you with transaction details for follow-up.
5. Non-Refundable Charges
- Any payment made for emergency response where the ambulance has been dispatched.
- Advance booking fees used to reserve a vehicle or paramedic team.
- Payments made to third-party partners (e.g., hospital transfers, tolls, etc.) that are non-recoverable.
- Administrative charges and taxes applied during the booking process.
6. Modification of Bookings
If you wish to reschedule or modify your booking, please contact our support team at least 1 hour before dispatch. Rescheduling is subject to vehicle availability and updated fare calculations.7. Exceptional Circumstances
In cases involving technical errors, duplicate payments, or incorrect billing, please reach out to our billing department with payment proof. After verification, any excess amount paid will be refunded promptly.8. No-Show Policy
If our ambulance reaches the pickup location and the customer or patient is unavailable or unwilling to travel, the booking will be considered a no-show. No refund will be applicable in such cases.9. Contact for Refund Queries
For cancellation or refund-related issues, please contact:10. Policy Updates
Hillstar Ambulance Services reserves the right to revise or modify this Refund and Cancellation Policy at any time without prior notice. Updated policies will be posted on our website and become effective immediately upon publication.