Request a Cost Approval
Cost approvals are requests for extra pay to cover unexpected or additional costs of fulfilling a ride like extra time, mileage, or equipment.
Requests go through Roundtrip's internal review and aren't guaranteed. Roundtrip can only approve cost requests for rides that are facility paid, where Roundtrip is the payment intermediary.
Types of Cost Approvals
Type | What It Covers | Requirements |
Dead Mileage | Miles driven with an empty vehicle to reach pickup or return after drop-off | Must exceed 30 miles from your home base; must be pre-approved by phone before claiming the ride; organization must have a cost approval threshold configured |
Sit and Wait | Driver time spent waiting on scene for the rider | Must exceed 15 minutes; usually can't be pre-approved. Paid at $1/minute after the first 15 minutes, up to 60 minutes max |
Equipment Fees | Non-standard equipment needed for the rider (oxygen, bariatric wheelchair/stretcher, car seat, etc.) | Reviewed case-by-case |
Crew Fees | Extra crew needed to safely transport the rider (bariatric transport, high stair count, etc.) | Reviewed case-by-case |
Cancellation Fees | Compensation when a ride cancels after the driver is en route or on scene (also called a "no-show" or "dry run" fee) | Paid at your base rate plus 3 miles |
Other Requests | After-hours or holiday surcharges, companion passenger fees, tolls, ferry fees, and similar costs | Reviewed case-by-case |
How to Request Each Type
Dead Mileage
This one requires advance approval.
- Before claiming the ride, call the 24/7 Navigation Center at (215) 774-6893. Have the Ride ID ready.
- Tell the agent you're requesting dead mileage approval, and state the amount you're requesting.
- The agent escalates your request for review. You'll get a callback either way:
- Approved: your company is assigned the ride, and you're paid the approved dead mileage amount plus your contracted rate, on Roundtrip's standard payment schedule.
- Denied: your company isn't assigned the ride. You may get a reason (for example, the payer doesn't qualify, or the amount exceeds the facility's threshold).
Cancellation Fees and All Other Requests
- Submit a request through this form or find it in-app by clicking the Roundtrip icon in the bottom left corner, then Submit a Fee Request.
- Fill out every field, and select the request type that matches your situation. Incomplete forms may be denied.
- Don't include any protected health information (PHI) on this form.
If approved, payment is included in your next billing cycle, on Roundtrip's standard schedule. Cancellation fees are calculated at your base rate plus 3 miles.
Still need help? Contact the Transportation Team at transportation@roundtriphealth.com.
Did this answer your question?
😞
😐
🤩