Cancellations: All cancellations must be initiated by phone, E-mail or a combonation of both within time limitations and customers may cancel at any time.
STAT - On Demand: Emergencies
- Cancellations are subject to an automatic 50% forfeiture of the urgency charge and 100% of calculated mileage and weight charges. To initiate a cancellation, the customer must immediately call 757.977.5606 and provide a follow-up written notice to clientservices@wellcloudgroup.org.
Healthcare Environmental Hygiene Services - Scheduled: Routine
- Cancellations must be submitted in writing to clientservices@wellcloudgroup.org at least 48 hours prior to the scheduled service date and are subject to an automatic 50% forfeiture of the deposit. If the customer fails to cancel within this window or declines service on the day of delivery, the customer is responsible for 100% of all agreed and obligated service charges.
Strategic Healthcare Logistics - Scheduled: Routine
- Cancellations must be submitted in writing to clientservices@wellcloudgroup.org at least 24 hours prior to the scheduled service date. Cancellations made within this 24-hour window are subject to an automatic 100% forfeiture of the deposit and 50% of calculated mileage and weight charges.
Note - All forfeitures are considered liquidated damages for preparation and lost opportunity, not a penalty.
Refunds: Company reserves the right to initiate an investigation before refund is issued. At Well Cloud Group, we dedicate specialized resources, staff, and equipment to our customers needs the moment their service is confirmed. Our refund policy ensures a fair transition when plans change while covering the essential costs of our readiness.
How Refunds Work
- Eligibility: Customer must provide clear evidence of neglect, carelessness or lack of effort, and will only be issued a refund for damaged products, no show, insufficient or substandard results and circumstances deemded appropriate by the company.
- Processing Time: Approved refunds are processed within 1 business day. Optional cash app refund is available. Service charge may apply.
- Service Credit Option: In lieu of a refund, customers may request a Service Credit. To protect our scheduling and operational capacity, Service Credits must be redeemed within 30 days of the original service date.
- The "Why": All retained fees are considered liquidated damages. These funds cover the administrative prep-work, specialized scheduling, and lost opportunity costs incurred by reserving our team for your facility.
Dispute Resolution
We value your partnership. If you believe a cancellation charge was applied in error due to a technical issue or an extreme emergency, please contact clientservices@wellcloudgroup.org for an account review.
The Well Cloud Group
110 Coliseum Xing # 5117
Hampton, VA 23666-5971
Phone: 757-977-5606
Email: clientservices@wellcloudgroup.org
Last Updated: April 29, 2026
