Frequently Asked Questions
What is the cancellation policy?
We understand that plans change and that people get sick. In order to accommodate those changes, please cancel either
• Up to 2 hours before the ride for no fee
• One hour or $39 if cancelled within less than 2 hours before the ride starts.
Drivers can be assigned to rides as early as 6 PM the day before the ride, so in order to make sure you’re not affected by a cancellation fee, please do so before 6 pm.
What happens if I leave something in the vehicle?
While we are not responsible for lost items, we will make every effort to connect you with the driver to locate the missing item. To start the process, please call us at (888) 375-5558 or email us at firstname.lastname@example.org with the following information:
• Driver’s name
• Time and date of the ride
• Description of the missing item
If the driver finds your item, we will arrange a time for you to meet up.
By what time should I submit my ride request?
In order for Envoy America to provide the best possible service, all ride requests must be submitted by 5 PM the day prior to your trip. For last minute trips or emergencies, we will always work hard to find a driver for your ride and we will be in contact with you if we are unable to do so.
What if I just want to try the service?
Please call our friendly customer service team (602-687-6345) or send us an email email@example.com to receive a $15 Off coupon for your first ride with Envoy America. The $15 Off coupon is valid for a round trip only, not combined with any other offers, and does not apply to trips to the airport.
Do I have to sign a long-term contract to use the Envoy America service?
No, you don’t have to sign a long-term contract to use the Envoy America service. You can elect to use the service on a Pay-per-Ride basis or you can purchase Bulk Hours at volume discount. Please call us at 602-687-6345 or email us firstname.lastname@example.org to get more details about the volume discount.
Can I ride with a friend, family or caregiver? Is there an extra cost for that?
We welcome friends, family or caregivers to ride along anytime (up to 4 riders per car) at no extra cost. We find especially for new Adult Children, it’s a great way to introduce Envoy America to your mom or dad by riding with them for their first trip.
Can I make multiple stops? Is there an extra cost for that?
Yes, you can make as many stops as you prefer. Since the Envoy America fares are calculated based on time of your specific ride, there is no extra cost for making multiple stops.
Can the driver wait for me? Is there an extra cost for that?
Yes, the Envoy America driver can wait for you. Since the Envoy America fares are calculated based on time of your specific ride, the wait time is included as part of the trip.
If your wait time is more than three hours, the Envoy America driver can drop you off at your destination then return after three hours (or longer) to pick you up. We don’t charge for the time in between the two trips.
Do the charges vary by the time of the day or the time of the year?
Yes, there is a $20 adder for trips that originate between 11 PM and 6 AM.
There is a holiday premium charge (1.5 times the regular rate) during all major holidays*.
There is an adder for all one way trips that are greater than 25 miles. Please call for details.
Please contact us at 888-375-5558 for any questions. Thank you!
*New Year’s Eve, New Year’s Day, Memorial Day, July 4 Independence Day, September 5: Labor Day, November 24: Thanksgiving Day, December 25: Christmas Eve, December 26: Christmas Day, Mother’s Day and Father’s Day