Cancellation & Refund Policy
How cancellations, eligibility, and refunds will work across every SHLDR service.
01 Introduction
This Cancellation & Refund Policy explains how cancellations are handled across SHLDR's services, when refunds apply, and how to request one. This policy forms part of our Terms & Conditions.
02 Cancellation Policy by Service
Ambulance
Emergency dispatch requests cannot be cancelled once a vehicle has been assigned. Scheduled (non-emergency) transport bookings may be cancelled up to a set window before the scheduled pickup time, to be confirmed at launch.
Lab Tests
Test bookings may be cancelled or rescheduled before the sample collection is confirmed. Cancellations after sample collection are not permitted.
03 Refund Eligibility
- Services cancelled within the applicable cancellation window.
- Services that could not be fulfilled due to a provider-side issue (e.g. no ambulance available).
- Duplicate or erroneous charges confirmed by SHLDR support.
- Services significantly different from what was booked, subject to review.
04 Refund Process & Timelines
Once a cancellation is confirmed as eligible, refunds will be processed to the original payment method. Processing timelines will depend on the payment method and provider, and will be clearly communicated once payments go live on the Platform.
05 Non-Refundable Situations
- Emergency ambulance dispatches once a vehicle has departed.
- Lab samples already collected.
- Cancellations made outside the applicable window for a given service.
06 How to Request a Cancellation or Refund
Once the Platform is live, cancellations will be available directly from your booking screen within the SHLDR app or website. For refund queries or disputes, you may also reach out to our support team with your booking reference number.
07 Contact for Support
For cancellation or refund assistance, contact us at shldr.app@gmail.com or through our Contact page.