Transportation & Cancellation Policies

Booking Requests and Confirmed Reservations

Submitting a booking request through MonroMobility.com or by phone does not constitute a confirmed reservation. Transportation is confirmed only when Monro has communicated confirmation directly to you, typically by phone or email.

We recommend submitting requests as early as possible, particularly for medical appointments, airport transfers, and time-sensitive travel. Same-day and short-notice requests are accommodated when availability permits.

Cancellations

We ask that cancellations be made as early as possible to allow us to adjust scheduling and accommodate other passengers. Please contact us directly by phone or email to cancel a confirmed reservation.

Cancellation policies for contract and organizational transportation programs may differ from individual trip policies and will be specified in the applicable service agreement.

Wait Time

Monro drivers will wait a reasonable period at the scheduled pickup location. If a passenger is not ready at the scheduled time, the driver will attempt to contact the passenger or the booking contact. Extended wait times beyond what is reasonable may be subject to additional charges, which will be communicated in advance.

For medical appointments and discharge transportation, we understand that appointment times can shift. Drivers will accommodate reasonable delays without additional charge. Please notify us if a significant delay is anticipated.

No-Shows

A no-show occurs when a passenger is not present at the scheduled pickup location and has not contacted Monro to cancel or reschedule. Repeated no-shows may affect the ability to book future service.

Changes to Reservations

Changes to confirmed reservations, including pickup time, location, or destination, should be communicated as early as possible. We will accommodate changes when scheduling permits. Changes made with very short notice may not be possible to fulfill.

Passenger Conduct

Monro drivers are professionals and are to be treated with respect. Behavior that is threatening, abusive, or disruptive to the driver or other passengers will result in the trip being terminated. Monro reserves the right to decline future service to passengers who engage in such conduct.

Passengers are responsible for any damage caused to the vehicle during their trip.

Luggage and Personal Items

Passengers may bring reasonable amounts of luggage and personal items. Please inform us at booking if you are traveling with oversized luggage, medical equipment, or other items that require special accommodation so we can assign the appropriate vehicle.

Monro is not responsible for items left in vehicles. If you believe you have left an item, contact us promptly and we will make reasonable efforts to locate and return it.

Accessibility Accommodations

Passengers requiring accessible transportation, including wheelchair-accessible vehicles, boarding assistance, or securement, should specify their needs at the time of booking. This allows us to assign the appropriate vehicle and prepare the driver.

Accessible transportation is available for all Monro service types. There is no additional charge for accessible vehicle assignment.

Service Area

Monro primarily serves the greater Washington metropolitan area, including Maryland, Washington, DC, and Northern Virginia. Long-distance and out-of-area transportation is available. Contact us to discuss routes outside our primary service area.

Contact

For questions about these policies or to make changes to a reservation, contact us at [email protected] or 866.811.6777.