Terms of Service

1. Acceptance of Terms

By accessing or using our website or transportation services, you confirm that you are at least 18 years of age (or are a legal guardian booking on behalf of a minor or dependent), you have the legal authority to enter into these Terms, and you agree to be bound by all provisions herein.

2. Description of Services

Active Care Transport provides non-emergency medical transportation (NEMT) services in Central New York, including but not limited to: wheelchair transport, ambulatory transport, regular transport, hospital discharges, dialysis transportation, mental health trip transport, and intra-facility transfers.

Our services are intended for non-emergency situations only. In the event of a medical emergency, you must call 911 immediately. Active Care Transport is not equipped to provide emergency medical services.

3. Eligibility & Client Responsibilities

To use our services, clients or their authorized representatives must:

• Provide accurate and complete booking information, including name, pickup location, destination, and any mobility needs
• Be ready for pickup at the scheduled time at the designated location
• Disclose any relevant medical conditions or mobility needs that affect the type of vehicle or assistance required
• Provide valid insurance or Medicaid information if billing through an insurance program

We reserve the right to decline service to any person who provides false information, poses a safety risk, or engages in prohibited conduct (see Section 6).

4. Scheduling & Cancellation

Scheduling

Rides must be booked in advance. We recommend booking at least 24–48 hours ahead for scheduled medical appointments. Same-day scheduling is available subject to vehicle and driver availability.

Cancellations

If you need to cancel a scheduled ride, please notify us as soon as possible, and no later than 2 hours before your scheduled pickup time. Late cancellations or no-shows may result in a cancellation fee or affect future booking eligibility.

Late Riders

Drivers will wait up to 10 minutes after the scheduled pickup time. If a client is not available by that time, the ride may be marked as a no-show and the driver will be dispatched to the next assignment.

Company Cancellations

In rare circumstances beyond our control (severe weather, mechanical failure, etc.), we may need to cancel or reschedule a ride. We will notify you as promptly as possible and work to reschedule at your earliest convenience.

5. Payment & Billing

We accept the following forms of payment:

• Medicaid: We are an approved Medicaid transportation provider for New York. Medicaid-covered rides require prior authorization where applicable.
• Private Pay: Payment is due at the time of service unless otherwise arranged.
• Vouchers: Accepted from approved social service agencies.
• Insurance: We work with most major insurance providers. Verify coverage before your ride.

Any balance not covered by insurance or Medicaid is the client's responsibility. Repeated non-payment may result in suspension of service.

6. Rider Conduct

To ensure the safety and comfort of all clients and staff, the following conduct is prohibited in our vehicles:

• Verbal or physical abuse, threatening, or harassing behavior toward drivers or staff
• Smoking, vaping, or use of alcohol or controlled substances
• Causing deliberate damage to our vehicles
• Tampering with vehicle equipment, including safety restraints
• Bringing unauthorized animals (service animals are always welcome)
• Any behavior that endangers the safety of the driver or other passengers

Violation of these conduct standards may result in immediate termination of the ride and/or permanent suspension from our services. No refund will be issued for terminated rides due to conduct violations.

7. Limitation of Liability

To the fullest extent permitted by applicable law, Active Care Transport shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of our services, including but not limited to:

• Delays caused by traffic, weather, or circumstances beyond our control
• Missed medical appointments due to factors outside our control
• Loss of personal items left in our vehicles
• Any medical outcomes related to transportation timing

Our total liability for any claim arising from our services shall not exceed the amount paid by you for the specific ride giving rise to the claim.

Nothing in these Terms limits our liability for gross negligence, willful misconduct, death, or personal injury caused by our fault.

8. Indemnification

You agree to indemnify, defend, and hold harmless Active Care Transport and its officers, directors, employees, and agents from and against any and all claims, liabilities, damages, costs, and expenses (including reasonable attorneys' fees) arising from your use of our services, your breach of these Terms, or your violation of any third-party rights.

9. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law principles. Any disputes arising from these Terms or our services shall be resolved exclusively in the state or federal courts located in Onondaga County, New York, and you consent to personal jurisdiction in those courts.

10. Website Use

The content on our website — including text, images, logos, and other materials — is the property of Active Care Transport and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our express written permission.

We reserve the right to modify or discontinue any aspect of our website at any time without notice. We are not liable for any interruptions to website availability.

11. Changes to These Terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after the effective date of any changes constitutes your acceptance of the revised Terms.

12. Contact Us

If you have questions about these Terms of Service, please contact us: