Cancellation & Refund Policy

An initial phone enquiry does not create a booking and carries no charge. It’s a conversation to understand what service may be needed.

A booking request — for example, asking us to arrange a vehicle for a specific date and time — is not confirmed until our coordinator confirms vehicle and crew availability with you directly.

Once our coordinator confirms a vehicle, date and time with you, the booking is treated as confirmed. Charges depend on the specific service requested and are communicated by our coordinator at the time of confirmation, before the booking is finalised.

If you need to cancel a confirmed booking before the vehicle has been dispatched, please call 9951244266 as early as possible. Cancelling at this stage does not typically incur a charge; in some cases a nominal cancellation charge may apply depending on the service booked, which our coordinator will confirm when you call to cancel.

Once a vehicle has been dispatched toward the pickup location, cancelling the booking may involve a charge, since the vehicle and crew have already been committed. Our coordinator will confirm the applicable charge for your specific booking when you call to cancel.

Once patient transport has begun, the service is considered rendered and is not eligible for a refund, except where required by applicable law.

If the patient or an authorised contact cannot be reached, or is not present at the confirmed pickup location within a reasonable waiting period, this may be treated as a no-show and a charge may apply. Our coordinator will confirm the applicable waiting period and any charge at the time the booking is made.

Where a booking is paid for by a third party — for example, a corporate account, insurer or hospital — cancellation and refund terms for that arrangement are agreed directly with the third party at the time of booking.

Where a refund is due, it is processed back to the original mode of payment. Our coordinator will confirm the expected timeframe when the refund is agreed.

If Life Line Ambulance Service is unable to provide the confirmed vehicle due to circumstances beyond our control, we will inform you as soon as possible and discuss alternatives. No cancellation charge will apply on our part in this situation.

If you have a concern about a charge or cancellation, call 9951244266 and our team will discuss it with you directly.