Refund & Cancellation Policy

Last Updated: January 2025

At Medgo Logistics, we understand that plans can change. This policy outlines our procedures for service cancellations, refunds, and billing adjustments to ensure fair treatment for both our clients and our operations.

1. Cancellation Policy

Standard Deliveries

You may cancel or reschedule standard deliveries up to 2 hours before the scheduled pickup time without charge. Cancellations made with less than 2 hours notice will incur a cancellation fee of 50% of the quoted service price.

STAT/Emergency Deliveries

Due to the immediate dispatch nature of STAT and emergency services, once a driver has been dispatched, full charges apply regardless of cancellation. Cancellations made before dispatch will receive a full refund minus a $25 administrative fee.

Recurring Services

Recurring service agreements require 24 hours notice for individual delivery cancellations. To cancel a recurring service agreement entirely, provide 30 days written notice.

2. How to Cancel

To cancel a scheduled service, contact us immediately through any of these methods:

Please provide your service order number and cancellation reason. You will receive confirmation of your cancellation via email.

3. Refund Eligibility

Refunds may be issued in the following circumstances:

  • Service Not Provided: Full refund if we are unable to complete the delivery
  • Significant Delay: Partial refund for delays exceeding 2 hours beyond promised delivery time (excluding circumstances beyond our control)
  • Service Quality Issues: Refunds considered on a case-by-case basis for documented service failures
  • Timely Cancellation: Full refund for cancellations meeting the notice requirements above
  • Billing Errors: Full correction of any overcharges or billing mistakes

4. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • Services already completed successfully
  • Late cancellations that don't meet our notice requirements
  • Delays caused by incorrect pickup/delivery information provided by client
  • Delays due to weather, traffic, or other circumstances beyond our control
  • Refusal of delivery by recipient
  • Client unavailability at scheduled pickup or delivery time

5. Refund Process

Our refund process works as follows:

  1. Request Submission: Submit refund requests within 30 days of service date
  2. Review Period: We review all requests within 5-7 business days
  3. Decision Notification: You'll receive an email with our decision and explanation
  4. Processing Time: Approved refunds are processed within 10 business days
  5. Refund Method: Refunds issued to the original payment method

6. Billing Disputes

If you believe you've been incorrectly charged, please contact us within 30 days of receiving your invoice. We will investigate all billing disputes promptly and make appropriate adjustments. During the investigation, you are not required to pay the disputed amount, but all undisputed charges remain due.

7. Weather and Emergency Situations

In cases of severe weather or emergency situations that prevent service delivery, we will work with you to reschedule at no additional charge. If rescheduling is not possible and the service was prepaid, you will receive a full refund or credit toward future services.

8. Contact Us

For cancellations, refund requests, or billing questions, please contact us:

Medgo Logistics

(800) 674-0691

[email protected]

24/7 Service Available