FAQs
Straight answers about how this works
If your question is not here, email us. We would rather tell you plainly what we can and cannot do.
- Are you an ambulance service?
- No. We provide scheduled, non-emergency transportation and coordination only. We do not provide emergency response, clinical care, gurney, stretcher, or advanced medical transport. For emergencies, call 911.
- Do I need a smartphone or an app?
- Never. You can schedule entirely by email or contact form with a live coordinator. The online request form is an option, not a requirement.
- Do you provide wheelchair-accessible vehicles?
- Yes. Wheelchair-accessible transportation is an active Orbit Relay service, with accessible vehicles, trained passenger assistance, and proper wheelchair securement. Wheelchair-accessible trips should be requested in advance so Orbit Relay can confirm the appropriate vehicle, wheelchair dimensions, securement needs, passenger assistance, appointment schedule, and service area.
- Do you accept Medi-Cal?
- Orbit Relay is approved to provide Medi-Cal transportation. Coverage remains subject to the member's eligibility, benefits, required authorization, transportation needs, service area, and vehicle availability. Orbit Relay also serves healthcare organizations and private-pay passengers while developing additional health-plan and insurance partnerships.
- How far in advance should I schedule?
- We ask for at least 24 hours notice for standard trips, and 48 hours for recurring treatment schedules, early-morning appointments, long-distance trips, and any request that may need wheelchair-accessible capacity. Same-day and next-morning requests are accepted on a best-effort basis when capacity allows — email us and we will tell you immediately whether we can cover it.
- What is your cancellation policy?
- Cancel or change a trip at least 4 hours before the scheduled pickup and there is no cancellation charge. Cancellations inside 2 hours of pickup are treated as late cancellations. Drivers wait 15 minutes at the pickup point before a trip is recorded as a no-show. Repeated late cancellations or no-shows may affect scheduling priority for future trips. Discharges, medical holds, and appointment changes outside your control are never penalized — just contact the coordinator line.
- Can a family member or caregiver ride along?
- Escort and companion policies are confirmed at booking. Let the coordinator know at the time of the request so the trip is planned correctly.
- Do drivers help passengers to and from the door?
- Yes. Door-to-door assistance is part of our standard service, within the assistance scope confirmed when the trip was booked.
- What if the appointment runs long or plans change?
- Call the coordinator line. We handle changes, delays, and cancellations with a real person rather than an automated queue.
- Do you work directly with hospitals and facilities?
- Yes. We coordinate discharge and appointment transportation for hospitals, skilled nursing facilities, clinics, rehab programs, dialysis centers, and senior living communities.
Minimum scheduling notice
- Standard scheduled trip: 24 hours notice
- Recurring schedules, early-morning, or long-distance: 48 hours notice
- Requests that may need wheelchair-accessible capacity: 48 hours notice
- Hospital discharges: call as soon as discharge is ordered — we work in real time with facility staff
- Same-day requests: best effort, subject to available capacity
Cancellation policy
- 4+ hours before pickup: cancel or reschedule at no charge
- Under 2 hours before pickup: recorded as a late cancellation
- Driver wait time at pickup: 15 minutes before a no-show is recorded
- Repeated late cancellations or no-shows may affect scheduling priority
- Medical holds, discharge delays, and clinic-side changes are never penalized
In an emergency
Do not use this website or our scheduling line for medical emergencies. Call 911.
Ready for transportation you can count on?
Talk with a real coordinator. Send a request and our team follows up by email with confirmed details.