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1. How do reminders work?

Families and caregivers receive two automatic reminders for every booking — one day before and one morning of the appointment. You’ll also get updates when your caregiver picks up, arrives at the clinic, checks in, and drops off the patient.

2. How is my pickup time decided?

Pickup times are automatically calculated using built-in safety buffers:

• Clinic Early (25 min): arrive early enough for check-in.
• Safety Buffer (20 min): allows for traffic or delays.
• Mobility Buffer (15 min): adds time for loading or transfer help.

This ensures you arrive calmly and on time — never rushed.

3. What if I need to cancel or reschedule?

Cancellations are automatically categorized:

• On-Time: more than 12 hours before the appointment.
• Late: within 12 hours of the appointment.

Late cancellations may incur a partial fee. You’ll receive confirmation by email or SMS once the change is processed.

4. What is considered a no-show?

If the patient isn’t ready when the caregiver arrives, a 10-minute grace period applies before being marked late:

• Basic Plan: after 20 minutes = no-show (50 % charge).
• Standard / Premium Plans: after 30 minutes = no-show (50 % charge).

We always attempt contact before applying a no-show policy.

5. What’s included in each plan?

All MyPanion plans include safe transportation, automated reminders, and family updates. Support level differs by plan:

• Basic ($95): For independent patients needing reliable transportation. Includes a dedicated caregiver, automated reminders, and pickup/arrival/drop-off notifications. Time included: up to 2.0 hours total (round-trip + appointment time).
• Standard ($125): Includes all Basic features plus clinic check-in assistance and the caregiver waits onsite until the appointment ends. Time included: up to 2.5 hours total.
• Premium ($165): Full concierge service. Includes all Standard features plus (if clinic permits) caregiver may accompany into the exam and ask up to three family-submitted questions; caregiver documents key notes and can help schedule follow-ups. Time included: up to 3.5 hours total.

6. How much time is included in each plan?

See FAQ #5 for complete plan details including included time.

7. Overtime & Add-On Policy

MyPanion uses simple, flat adjustments — never per-minute billing.

If a visit runs significantly longer than the included plan time (plus any add-ons), one flat overtime adjustment may apply based on the total extended time:

• +$15 (up to 30 minutes over)
• +$25 (30–60 minutes over)
• +$35 (60–90 minutes over)
• +$50 (more than 90 minutes over)

We'll always notify you before applying any overtime adjustment.

Add-On Overtime
If an add-on such as a Pharmacy Stop, Grocery Stop, or Extra Stop goes well beyond its included + grace time, a flat adjustment may apply. There is no per-minute billing.

If both the overall visit overtime and an add-on overtime overlap, only one adjustment will apply — never both.

This ensures transparency and fairness across all plans and add-ons.

8. Mileage & Distance Policy

What mileage is included, and when do I need a Long Distance add-on?

All plans include up to 20 miles round-trip (about 10 miles each way) between pickup and clinic.

If total travel exceeds 20 miles, select a Long Distance option to cover extra time and fuel:

• 20–40 miles (+$40)
• 40–75 miles (+$75)

Add-ons (Pharmacy, Grocery, Extra Stop) must remain within your selected mileage range. Example: If your total route is 36 miles, choose the 20–40 mile option.

9. Premium Plan Extras

What special options are included with the Premium Plan?

The Premium Plan adds two optional features for families who want extra peace of mind:

• Up to three family-submitted questions for the caregiver to ask the doctor during the appointment.
• If the clinic permits, the caregiver may accompany the patient into the exam room to support clear communication.

These options are included in the flat rate—no surprise charges.

10. Can I add extra help or stops?

Yes — you can personalize any plan with optional Add-Ons. Each includes its own time window and grace period:

Overtime applies only to add-ons that exceed their included + grace time. If both the overall visit overtime and an add-on overtime overlap, only one adjustment will apply — never both.

11. How do payments and holds work?

When you book, a temporary authorization hold reserves your caregiver. The hold converts to a payment once service is completed. Status terms:

• Hold Created: card authorized, not yet charged.
• Paid: finalized after service completion.

12. Are caregivers background-checked?

Yes. All caregivers complete identity verification, background screening, and training in transfers, safety, and communication before joining MyPanion.

13. What happens in an urgent situation during a visit?

For urgent situations, use the Emergency Contact card at the top of this page.

14. Who can ride?

Adults and seniors traveling to medical, therapy, or essential appointments. If wheelchair or transfer assistance is needed, choose the proper add-on so we can assign the right caregiver and vehicle.

15. Overtime & Add-On Policy

MyPanion uses simple, flat adjustments — never per-minute billing.

If a visit runs significantly longer than the included plan time (plus any add-ons), one flat overtime adjustment may apply based on the total extended time:

• +$15 (up to 30 minutes over)
• +$25 (30–60 minutes over)
• +$35 (60–90 minutes over)
• +$50 (more than 90 minutes over)

We'll always notify you before applying any overtime adjustment.

Add-On Overtime
If an add-on such as a Pharmacy Stop, Grocery Stop, or Extra Stop goes well beyond its included + grace time, a flat adjustment may apply. There is no per-minute billing.

If both the overall visit overtime and an add-on overtime overlap, only one adjustment will apply — never both.

This ensures transparency and fairness across all plans and add-ons.

16. Overtime vs Add-on Time

Important distinction: Overtime applies to the overall visit duration, while add-on time is specific to each extra stop (pharmacy, grocery etc). If an add-on runs long but the overall visit stays within plan time, only the add-on overtime applies.

17. What areas and hours do you serve?

We currently serve the local and surrounding communities during standard appointment hours (7 AM – 6 PM). Long-distance or after-hours rides can be arranged with advance notice.

What is a Pharmacy Stop?

A single pharmacy pickup on the return route. 20 minutes included (15 + 5 min grace). Best if prescription is ready. Not for waiting on new fills.

What is a Grocery Stop?

A short essentials stop or curbside pickup on the return route. 40 minutes included (30 + 10 min grace). Not a full grocery run.

What is an Extra Stop?

One quick errand (e.g., pick up or drop off paperwork). 15 minutes included (10 + 5 min grace).

Grace Period Quick Reference