Schedule changes
If there is a change in either the pickup or drop-off location, please give SOTGO 24 hours’ notice with the new address. This can be provided by phone or email. We will call to verify the change.
Service policies
Clear policies for dependable companion care
These guidelines help SOTGO provide safe, reliable service and keep every reservation running smoothly.
Cancellation
We understand unexpected situations arise that require a change in plans. Please give SOTGO at least 24 hours’ notice before the day of scheduled service to cancel a reservation. If cancellation notice is received in less than 24 hours, a cancellation fee equivalent to the full service fee is charged. If a Companion arrives for pickup and the client then cancels the reservation, a cancellation fee equivalent to the full service fee is charged. If an event is cancelled by SOTGO or by the sponsor of an event, we will provide a complete refund. A refund check will be sent one week after cancellation.
No show
If a Companion arrives for pickup and the client is not at the pickup location or does not appear to be there, this is considered a no show. No shows can be a serious and dangerous situation. For the client’s safety and as a courtesy, it is very important that SOTGO is notified of the cancellation. If a no show occurs, the driver will call the client’s emergency contact to verify the client is not in an emergency situation. A no-show fee equivalent to the full service fee is charged.
Return pickup
If a Companion arrives for return pickup and the client is not ready and requests pickup at a later time, an additional fee of $35 is charged for the return.
Inclement weather
SOTGO does not operate during inclement weather. We will call and inform clients of all cancellations due to weather. Clients will receive a refund for cancellations due to inclement weather. A refund check will be sent one week after cancellation.
Returned check
A $35.00 fee is charged for each returned check or declined debit or credit card. The client will be notified and expected to pay the balance, including the returned check fee, via cash or money order within one week of notification. If checks are repeatedly returned, SOTGO reserves the right to accept only debit, credit, or cash.
Need help with a reservation?
Contact our team with questions about your service or schedule.
Contact SOTGO