Refund & Cancellation Policy
Review these terms with your itemized quote before payment. Cancellation and pickup times use Eastern Time. Payment alone does not confirm transportation; Sakeena must accept the trip in writing.
Policy version: October 15, 2026. The version presented and accepted for your reservation applies. These terms preserve applicable law and non-waivable customer rights.
Notice, dispatch & changes
Contact (845) 428-0303 or [email protected] with the rider, trip date and booking reference. Notice is measured when it reaches the designated phone or email system, not when staff later open it. Keep your confirmation.
The affected unprovided single-trip amount is refundable, less eligible nonreturned processing fees disclosed in advance. No $50 cancellation fee applies. An approved reschedule at least 24 hours before pickup transfers payment to an available date without a cancellation fee; any agreed price difference applies.
A $50 cancellation fee applies to the affected reservation. Eligible disclosed nonreturned processing fees are also deducted; the remaining unprovided single-trip balance is refundable. The cancellation fee cannot exceed the affected amount paid and a refund cannot be negative. A late reschedule is treated as a late cancellation plus a new reservation unless Sakeena confirms a written exception.
The affected reserved service amount is nonrefundable, subject to applicable law and the accepted terms. Completed service and properly accrued disclosed charges remain payable. Dispatch means actual assignment and departure toward the pickup for that trip, recorded by operations; a roster assignment alone is not dispatch. Early dispatch does not override the accepted 24-hour cancellation right.
A no-show requires arrival at the correct location, reasonable contact attempts and a 30-minute waiting process beginning at the later of scheduled pickup or actual arrival. Operations must authorize departure. Company-caused delay is not customer delay. A delayed appointment or discharge is not automatically a no-show; contact operations about the return arrangement.
Packages, unused service & refunds
The confirmed quote identifies each trip or reserved block and any allocation of package value. An individual package booking remains subject to its accepted cancellation terms. Package purchase terms below govern the package itself.
View Pricing & Packages →Packages are valid for 120 days from purchase. Sakeena may document one additional 30-day extension in writing. The final deadline is no later than 150 days from the original purchase date. No further extension is available; unused rides expire after that final deadline.
A package may be transferred to one individual with Sakeena’s written agreement. The transfer does not restart the validity period or increase the remaining rides. Package purchases are nonrefundable, except where applicable law or the company-cancellation terms require otherwise. Confirm the purchase date, remaining rides, recipient and final expiration date in the written package record.
A completed leg is not refunded because a later leg is canceled. Apply the accepted cancellation terms to the affected unprovided amount using the allocation disclosed in the confirmation; agree and record a reasonable allocation if none was provided. Do not deduct a completed service or fee twice.
If Sakeena cannot provide the affected service for a reason not caused by the customer, refund the affected unprovided amount without a customer cancellation fee. Processing fees may be deducted only when lawful, permitted by the processor and disclosed in advance. A credit or new date cannot replace a refund the customer is entitled to receive without their agreement.
Processing deductions are limited to actual fees retained by the processor on the affected payment and disclosed before acceptance. No invented administrative fee, returned processing fee or duplicate deduction applies. Applicable law and payment-provider rules control.
Approved refunds are initiated within 3–5 business days of the determination, generally to the original payment method. Bank posting may take longer. Sakeena provides an itemized explanation and retains the relevant notice, dispatch, arrival, payment and refund records. Lawful payment disputes and other non-waivable rights remain available.
Changes & billing review
Report a facility cancellation, admission, weather disruption or emergency promptly. Sakeena can review availability, rescheduling or a written exception for the identified booking. An exception for one reservation does not change the policy for every trip.
Ask about any term before paying. A later website update does not automatically change a previously accepted reservation. Materially new terms presented after payment must be resolved before dispatch.