Cancellation & Refund Policy

Cancel as early as you can, through any of these:

• Call our 24×7 line
• Reply on the WhatsApp conversation where you booked
• Use the cancel option in the SaveLife app

Quote your trip reference number. A cancellation takes effect when we confirm it, not when you send the message, so please call if it is urgent. Telling the driver directly is not enough — the booking must be cancelled with us.

This covers Emergency Ambulance, Dead Body Transport and any BLS, ALS, ACLS, NICU or Body Shifting booking.

• Before a vehicle is assigned — no charge. Anything paid is refunded in full.
• After assignment, before the vehicle starts — no charge.
• After the vehicle starts towards pickup — a dead-run charge applies, covering the distance already travelled towards you. It will not exceed the base fare of that vehicle type.
• After the vehicle reaches pickup — the base fare, plus waiting charge only for time beyond the free 10 minutes.
• After the patient boards — the trip is treated as completed up to the point of drop, and charged on actual distance and waiting time.

The dead-run charge is calculated on the actual GPS distance the ambulance travelled towards you, at the same per-kilometre rate quoted for that vehicle type at booking. It is capped at the base fare, and the distance is itemised on your invoice.

• Before dispatch — no charge, full refund of any advance.
• After dispatch, before delivery — a delivery charge applies.
• After delivery and setup — a minimum of one day's rental is charged, even if the box is used for a shorter period.
• No security deposit is taken, so there is nothing to refund on collection. If the box is kept beyond the booked period, the extra days are billed separately at the same daily rate.

• Before we place the charter request — full refund of the advance.
• After the charter is requested but before confirmation — refund less our coordination fee and any amount already committed.
• After the aircraft is confirmed and blocked — the charter operator's cancellation terms apply and are usually substantial. In many cases the advance is non-refundable. We share the operator's terms in writing before you pay.
• Flight cancelled for weather, clearance or technical reasons — we work with the operator to reschedule at no extra coordination fee, or to recover whatever the operator refunds. We pass on the full amount recovered.

Rail fare and reservation charges follow Indian Railways cancellation rules, and the refund is whatever the Railways allows for that ticket and timing. We pass on the full amount received without deduction.

Our coordination fee and any medical escort charge are refunded in full if cancelled more than 24 hours before departure, and half if cancelled within 24 hours. Ambulance transfers to and from the station are charged under section 2.

• More than 48 hours before — full refund of any advance.
• 24 to 48 hours before — 50% of the booked amount is charged, since the vehicle and crew are already blocked.
• Less than 24 hours before, or no-show — the full booked amount is charged.
• Monthly standby contracts — notice period and termination terms are in the signed agreement, and that agreement overrides this section.

If we cannot fulfil a confirmed booking — no suitable vehicle, a breakdown, or any other reason on our side — we will:

1. Tell you immediately, so you can arrange an alternative
2. Try to arrange a replacement vehicle from our partner network at the same fare, at no extra cost to you
3. Refund everything you have paid for that booking, in full

No cancellation charge applies to you when we cancel.

• Refunds go back to the original payment method. Online payments return to the same card, UPI ID or account.
• Cash payments are refunded by UPI or bank transfer to an account in the name of the person who booked.
• We initiate refunds within 3 working days of approving them. Depending on your bank or payment provider, the money usually reaches you within 5 to 7 working days.
• We do not charge any processing fee on a refund, and we do not deduct payment gateway charges from it.
• Where GST was charged, the refund includes the proportionate GST and a credit note is issued.

If you believe a charge is wrong, tell us within 15 days of the invoice. We will share the trip evidence — GPS route, distance, waiting timestamps and any add-ons — and explain each line.

If we made an error, we correct the invoice and refund the difference. We would rather fix a billing mistake than argue about it. Unresolved disputes go to our Grievance Officer — see the grievance page.

For any cancellation or refund question, write to info@savelife.health with your trip reference number.