Terms and conditions of service

1. Acceptance of these terms

These terms apply to every ride booked with CareRoute, whether by phone, online, or through a facility or broker. By booking a ride you agree to them on your own behalf and on behalf of any passenger you book for.

2. Scope of service

CareRoute provides non-emergency medical transportation only. Our vehicles are not ambulances and our drivers do not provide medical care beyond basic first aid. If a passenger has a medical emergency before or during a trip, call your local emergency number.

We do not transport passengers who need oxygen we did not arrange in advance, IV pumps, or cardiac monitoring during the trip.

3. Booking and scheduling

Book at least 24 hours before pickup. Same-day requests are accepted when a vehicle is available and may carry a surcharge.

A booking is confirmed only when dispatch sends a confirmation by phone, text, or email. The pickup window runs from 15 minutes before to 15 minutes after the confirmed time.

4. Cancellations and no-shows

Cancel free of charge up to two hours before the scheduled pickup. Later cancellations and no-shows are billed at the base fare.

Drivers wait 10 minutes at the pickup point. After that the trip is marked as a no-show unless you have contacted dispatch. Three no-shows within 30 days may result in a deposit requirement for future bookings.

5. Passenger responsibilities

Give accurate pickup and destination addresses, appointment times, and mobility information. Be ready at the pickup point at the start of your window. Bring any mobility equipment in safe working order.

Tell us at booking if you need a companion, a loaner wheelchair, or extra time to get ready. We can only plan for what we know about.

6. Companions and minors

One companion may ride free with each passenger. Additional companions must be approved at booking and may be charged.

Passengers under 18 must be accompanied by a parent, guardian, or authorized caregiver unless the referring facility has arranged otherwise in writing.

7. Safety and conduct

Seat belts and wheelchair tie-downs are required for the full trip. No smoking, vaping, alcohol, or open food in vehicles. Service animals are welcome. Other pets need prior approval.

Drivers may end a trip if a passenger or companion threatens their safety or the safety of others. Trips ended for this reason are billed in full.

8. Payment and insurance

Private-pay trips are quoted before confirmation and are due at booking or at pickup. We accept major cards and facility purchase orders.

For insurance, Medicaid, Medicare Advantage, or broker-funded trips, the passenger or referring facility is responsible for obtaining authorization before the trip and for any co-pay or charge the payer does not approve. Facility accounts are invoiced monthly under a separate agreement.

9. Delays and liability

We plan for traffic and weather, but we are not responsible for missed appointments caused by conditions outside our control, including road closures, severe weather, or a facility releasing a passenger late.

Report lost items to dispatch within 48 hours. We hold found items for 30 days.

10. Privacy and health information

We collect only the information needed to complete your trip and bill for it. Health information is shared only with the facility, payer, or caregiver involved in the trip, and only as allowed by applicable privacy law.

Booking records are kept for as long as billing and regulatory rules require, then deleted. Contact dispatch to request a copy of the records we hold about you.

11. Changes to these terms

We may update these terms from time to time. The date at the top of this page shows the current version. Using the service after a change means you accept the updated terms.