Transportation Request Terms

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• Review required. A submitted request is not a confirmed trip. Our team reviews every request and sends confirmation before transportation is scheduled. Do not rely on an unconfirmed request for time-sensitive medical care.
• Coverage. Insurance, Medicaid or facility coverage is not guaranteed and depends on eligibility, authorization and plan rules. Contact your plan directly to understand your benefits.
• Assistance limits. Drivers assist within their training and safe-lifting limits. Tell us about stairs, transfers and equipment in advance so we can plan appropriately.
• Timeliness. Pickup windows are provided with confirmations. Please be ready at the start of the window; late-running appointments should be reported to dispatch as early as possible.
• Cancellations. See the Cancellation & No-Show Policy for notice requirements and any applicable fees.
• Non-emergency. If a passenger's condition requires medical care during a trip, drivers are instructed to call 911. We are not an ambulance service.

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