LEGAL
Refund & Cancellation Policy
What happens when a confirmed shift gets cancelled, when coverage doesn’t show up, and how credits and refunds work — with the actual notice windows and percentages, not vague language.
Effective September 7, 2026 Last updated September 9, 2026 Privacy Policy→
On This Page
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Rescheduling instead
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For pharmacists
This Refund and Cancellation Policy explains what happens when a confirmed shift is cancelled, when coverage doesn’t go as planned, and how billing credits, adjustments, and refunds work at Luah On The Go (“we,” “us,” “our”). It applies to pharmacies that book coverage with us, to pharmacists on our roster, and to anyone using www.LuahOnTheGo.com.
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What this policy covers
Signed agreements controlSigned agreements control
If you have signed a services agreement, coverage agreement, or written quote with us, the cancellation and fee terms in that document govern your engagement. This policy explains our standard practice and fills any gaps — but where the two conflict, the signed agreement controls.
Read this alongside our Terms of Service, which covers the rest of the relationship, and our Privacy Policy.
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One thing worth saying plainly up front, because it shapes everything below: we don’t take payments through this website. There is no checkout, no card on file, and no online payment form. We staff the shift, then we invoice you.
How billing works here
How you’re charged
An hourly bill rate for coverage, or a one-time fee for direct-hire placement, at the rate in your written quote or signed agreement.
When you’re invoiced
After the covered shift is worked, or upon a completed placement.
When it’s due
What a “refund” usually means
Net 30 days from the invoice date.
Because you pay after the work, most corrections happen before money changes hands — as an adjusted invoice or an account credit. A cash refund only comes up when you’ve already paid an invoice that turned out to be wrong.
So if something goes wrong, the fastest fix is almost always to tell us before the invoice is paid. We would much rather correct an invoice than process a refund.
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Cancelling a confirmed shift (pharmacies)
A shift becomes confirmed when we confirm it to you in writing with the pharmacist, date, and hours. Before that, nothing is booked and nothing is billable — you can withdraw a coverage request at any time at no charge.
Once a shift is confirmed, a pharmacist has committed the day to you and has typically turned down other work to hold it. Our cancellation tiers reflect that:
More than 48 hours notice
No charge. Cancel freely — we’ll release the pharmacist and there’s nothing to bill.
24 to 48 hours notice
50% of the scheduled shift is billed at your agreed rate.
Less than 24 hours notice, or same-day
100% of the scheduled shift is billed at your agreed rate.
Pharmacist already on site
The full scheduled shift is billed, whether or not the pharmacist is asked to stay.
How to cancel
Call, text, or email us — the details are in the contact section. Notice is measured from when we receive your cancellation, not when it was sent, so for anything close to a deadline please call rather than email. We’ll acknowledge every cancellation in writing; if you don’t get an acknowledgement, assume we haven’t seen it yet and call us.
Ending a shift early
When we waive the fee
If you release a pharmacist before the scheduled end time, the full scheduled hours are billed. A pharmacist who is sent home early has still given up the day.
We are not looking to charge you for genuine emergencies. We routinely waive cancellation fees for severe weather or a state or local emergency closure, a power, water, or system outage that makes the pharmacy unable to operate, and a death or serious family emergency involving the pharmacy’s owner or staff. Just tell us what happened. We’d rather keep a client for years than win one cancellation fee.
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Rescheduling instead of cancelling
If the shift still needs covering but the date has moved, ask us to reschedule rather than cancel. With at least 24 hours notice, we’ll move a confirmed shift to a new date within the next 30 days at no cancellation fee, subject to pharmacist availability — a rescheduled shift is only locked in once we confirm the new date in writing.
If we can’t staff the new date, the request reverts to a cancellation and the tier above applies based on the notice you gave. One reschedule per shift; a second change is treated as a cancellation.
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If coverage isn’t delivered
This is the part we hold ourselves to. If we confirmed a pharmacist and that coverage doesn’t materialize, you don’t pay for it.
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No-show. If a confirmed pharmacist does not arrive, you are not billed for the shift. We’ll work immediately to source replacement coverage — though we can’t guarantee a same-day replacement.
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Late arrival. You are billed only for hours actually worked. Nothing is charged for the time your counter was uncovered.
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Partial shift. If a pharmacist has to leave early for their own reasons, you are billed only for hours worked.
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We cancel on you. If we have to withdraw a confirmed pharmacist and cannot supply a replacement, there is no charge and no cancellation fee of any kind.
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Serious service failure. If a placement goes materially wrong — a credential problem on our side, or conduct that required you to send the pharmacist home — tell us within 5 business days and we will review the shift and, where we got it wrong, credit or waive the charge.
Please report any of the above as soon as you reasonably can, and in any case before paying the related invoice, so we can correct it at the source.
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Recurring and prepaid coverage
Ending a recurring arrangement
Ongoing part-time coverage runs with no long-term contract and no lock-in. Either side may end a recurring arrangement with 14 days written notice. Shifts already confirmed inside that notice period stay subject to the standard cancellation tiers above, so if you need those released too, say so in the same message.
Prepaid or discounted blocks
Where you’ve prepaid for a block of coverage at a discounted rate, those hours are held as a credit on your account:
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Prepaid hours must be used within 3 months of purchase. They can be applied to any coverage type during that window.
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Prepaid blocks are final and non-refundable. The discounted rate is what you received in exchange for prepaying, and it is not redeemable for cash at any point.
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Hours not used within the 3-month window expire and are forfeited — whether or not you continue working with us, and including if you stop booking coverage with unused hours remaining. We will remind you before the window closes, but the deadline is the deadline.
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Any extension is granted only at our sole discretion and only in writing before the expiry date. Verbal assurances don’t extend a block.
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Prepaid credits are tied to your pharmacy and can’t be transferred, assigned, or sold to another business.
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Direct-hire placement fees
A direct-hire placement fee pays for completed work: sourcing, screening, license verification, and delivering a pharmacist who accepted your offer. Once the pharmacist starts, placement fees are non-refundable.
30-day replacement guarantee
If a pharmacist we placed leaves voluntarily, or is terminated for cause, within 30 calendar days of their start date, we will conduct a replacement search for the same role at no additional placement fee.
What the guarantee requires
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The original placement invoice has been paid in full and is not past due.
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You notify us in writing within 5 business days of the departure or termination, with the reason.
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The role is substantially the same — same store, comparable schedule, comparable scope and compensation.
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The guarantee covers one replacement search per placement fee paid.
What it doesn’t cover
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The role being eliminated, put on hold, restructured, or materially changed after the hire.
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A departure caused by pay, hours, duties, or working conditions that differ from what was represented during the search.
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A pharmacist you hired outside of us, or one converted from coverage without a placement fee having been paid.
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A departure after the 30-day window.
If we can’t deliver a suitable replacement within a reasonable period, we’ll discuss an account credit toward future coverage. Placement fees are not refunded in cash.
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Billing errors, disputes, and credits
We invoice by hand from confirmed shift records, and hand-built invoices occasionally contain mistakes. If yours looks wrong, tell us — we’ll check it against the shift record and fix what needs fixing.
Raise it within
15 days of the invoice date, so we can still correct it before payment is due.
Send it to
info@luahonthego.com, with the invoice number and what looks wrong.
We acknowledge within
We resolve within
3 business days.
10 business days of having the information we need.
While we review
The disputed portion is on hold and won’t accrue late interest. Any undisputed remainder stays due on its original date.
How corrections are issued
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Unpaid invoice — we reissue it corrected. Nothing moves; nothing to refund.
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Already paid, and you’re continuing with us — an account credit applied to your next invoice, which is faster than a refund.
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Already paid, and no further work is planned — a refund to the original payment method, issued within 10 business days of approval. Bank or card processing can add a few days on top.
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We don’t charge a fee to process a credit or refund.
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For pharmacists on our roster
Different side of the ledger, so the rules are different — here is where you stand.
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We never charge you a fee. There is no application fee, no roster fee, no placement fee, and no cost for credential verification. Nothing to refund, because you never pay us anything.
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If you need to cancel a shift you accepted — tell us immediately, by phone if it’s within 48 hours. We know emergencies happen; what we ask is notice, so a pharmacy isn’t left uncovered. Repeated late cancellations or a no-show may mean fewer shift offers or removal from the roster.
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If a client cancels a shift you accepted — we’ll tell you as soon as we know and try to place you elsewhere for that day. Unless your engagement terms say otherwise, no pay is owed for a shift that wasn’t worked, including one cancelled at short notice.
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Pay corrections. If your pay for a worked shift looks wrong — hours, rate, or a missing shift — email us within 15 days of the pay date with the shift date and store. We’ll reconcile it against the client-confirmed record and correct any shortfall on the next pay run, or sooner where we can.
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What isn’t refundable
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Hours a pharmacist actually worked, where the coverage was delivered as confirmed.
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Cancellation fees correctly applied under the tiers above.
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Direct-hire placement fees, once the pharmacist has started — the 30-day replacement guarantee is the remedy instead.
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Prepaid discounted blocks, in cash or in part — usable as account credit for 3 months from purchase, and forfeited after that.
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Charges raised more than 90 days after the invoice date, except where the law says otherwise.
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Losses beyond the charge itself — lost prescription revenue, closure costs, or similar. Our overall liability is capped as set out in the Terms of Service.
None of this limits any right you have under applicable Maryland or federal law.
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How to request a cancellation, credit, or refund
One channel, one message, and a human reads it.
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Email info@luahonthego.com — or call if it’s a same-day cancellation, then follow up in writing so there’s a record.
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Tell us: your pharmacy name, the shift date and hours (or the invoice number), what you’re asking for, and what happened.
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We acknowledge within 3 business days and give you a decision within 10 business days of having what we need.
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If we say no, we’ll tell you why in writing. You can reply and ask us to look again — a second read by someone else is free, and we sometimes change our minds.
Putting “Cancellation” or “Billing” in the subject line gets it to the right person faster.
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Changes to this policy
We may update this policy as our services change. When we do, we’ll revise the “Last updated” date at the top of this page and post the new version here. Changes apply to shifts and placements confirmed after the update — anything already booked stays under the terms in force when we confirmed it.
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How to contact us
Cancelling something today, or questioning an invoice? Reach out and we’ll sort it out.
BUSINESS
Luah On The Go
phone
fax
hours
14502 Greenview Drive, Suite 405, Laurel, MD 20708
Mon–Fri, 8am–6pm ET Sat, 9am–2pm ET
For same-day cancellations, please call — email may not be seen in time to release the pharmacist.