Our policy on cancellations, refunds, and billing adjustments for transport services.
Last Updated: June 1, 2026This Refund Policy outlines the circumstances under which AirMedic USA issues refunds, credits, or fee waivers related to air ambulance and medical transport services. Because each mission involves dedicated aircraft, crew mobilization, and real-time coordination, refund eligibility differs based on mission type and the stage at which a cancellation occurs.
Once an emergency mission has been dispatched and crew or aircraft mobilization has begun, the mission is generally considered non-refundable, as resources have already been committed and other requests may have been declined to accommodate the dispatch. If a mission is cancelled before aircraft departure due to the patient's condition changing or being resolved by ground EMS, a partial mobilization fee may still apply.
Scheduled medical transfers booked in advance may be cancelled or rescheduled without penalty if notice is provided at least 24 hours prior to the scheduled departure window. Cancellations made within 24 hours of the scheduled transport, or after crew and aircraft have already been allocated, are subject to the cancellation fees described below.
If a mission is aborted, diverted, or cannot be completed due to weather, mechanical issues, airspace restrictions, or other safety determinations made by the flight crew, AirMedic USA will not bill for a completed transport. Charges, if any, will be limited to reasonable mobilization costs already incurred, and any prepaid amount beyond that will be refunded.
Where a patient has paid out of pocket and insurance subsequently reimburses or covers the transport, AirMedic USA will refund any overpayment within the timeline described below, net of any portion the patient remains responsible for under their policy's deductible, co-insurance, or out-of-network terms.
International repatriation missions often require deposits to secure customs clearance, foreign permits, and international crew logistics. Deposits for repatriation missions are refundable only to the extent that underlying third-party costs (permits, ground handling, customs fees) have not already been incurred on the patient's behalf at the time of cancellation.
To request a refund, contact our billing department at billing@airmedicusa.com with the patient name, mission date, and invoice number. Our team will review the mission record and respond with a determination within 5–7 business days.
Approved refunds are processed within 10–14 business days and issued via the original payment method where possible. Refunds related to insurance reimbursement may take longer, depending on the timing of the insurer's payment to AirMedic USA.
If you believe a charge was applied in error, please contact our billing department within 60 days of the invoice date. We will investigate the mission record, including dispatch logs and crew documentation, and provide a written response with our findings.
For refund or billing inquiries, reach our billing department at billing@airmedicusa.com or call 1-800-555-6789, Monday–Friday, 7am–10pm EST.