Privacy Policy
Effective September 7, 2026
Our Commitment to Your Privacy
CareRide NEMT Services, LLC ("CareRide," "we," "us," or "our") is committed to protecting the privacy and security of your personal and health-related information. This Privacy Policy explains how we collect, use, store, and protect information when you use our services or interact with us through our website at carerideservices.com, the CareRide mobile app, by phone, or by text message.
By using our services, our app, or contacting us, you agree to the terms of this Privacy Policy.
Information We Collect
We collect information necessary to provide safe, reliable non-emergency medical transportation.
Information you give us when booking a ride:
Full name and date of birth
Mobile phone number and email address
Pickup, drop-off, and any additional stop addresses
Appointment dates, times, and medical facility information
Mobility needs and equipment requirements, including whether ambulatory, wheelchair, or gurney transport is needed
Passenger weight, when provided, so we can send an appropriate vehicle and crew
Oxygen requirements and isolation precautions, when applicable
Stairs at pickup or destination, and expected wait time
Notes you choose to provide about the passenger's needs
Emergency contact information
Insurance or Medi-Cal information, when applicable
SMS consent records and timestamps
Information collected for facility accounts:
The name, phone number, username, and password of each authorized facility user
Room or unit numbers for facility passengers
A record of which facility user submitted each request
Information created when you use our services:
Trip records, quoted and final prices, and payment status
Reference numbers and the status history of each request
Records of price changes and your approval or decline of them
Cancellation and no-show records
Basic app and device information used to operate and troubleshoot the service
Payment information: When you book as an individual customer, your card details are entered directly into a secure payment form hosted by Square, our payment processor. CareRide never receives or stores your full card number, expiration date, or security code. We retain only the last four digits, the card brand, and a payment token supplied by Square that allows us to charge the agreed amount after your ride.
How We Use Your Information
Information collected is used solely to operate and improve our transportation services:
Scheduling, confirming, dispatching, and completing trip bookings
Calculating trip distance and generating price estimates and final quotes
Authorizing and processing payment for personal-pay trips
Sending SMS notifications including trip confirmations, driver arrival times, price changes, and service updates
Communicating with referring medical facilities on your behalf
Maintaining records for billing and compliance purposes
Improving our operations and service quality
We do not sell, rent, or share your personal information with third parties for marketing or advertising purposes.
SMS / Text Message Communications
When you text CareRide at (650) 586-2634 to book a trip, or provide your mobile number and consent through our app, website, or another channel, you agree to receive SMS messages from CareRide NEMT Services, LLC including:
Trip booking confirmations
Driver dispatch and estimated arrival notifications
Final quotes and requests to approve a price change
Trip reminders and scheduling updates
Service alerts or cancellation notices
Message frequency varies based on your trip schedule; typically 2–5 messages per trip. Message and data rates may apply depending on your mobile carrier and plan.
To opt out, reply STOP at any time. You will receive one confirmation message and no further SMS will be sent. For help, reply HELP or call us at (650) 586-2634.
Consent to receive SMS is not required as a condition of purchasing or receiving our services.
HIPAA & Health Information
As a non-emergency medical transportation provider, CareRide handles Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA). We maintain appropriate administrative, physical, and technical safeguards to protect health-related information.
We will not disclose your health information to third parties without your authorization, except as required by law or as necessary to coordinate your transportation with your healthcare provider or facility.
Where our service providers handle protected health information on our behalf, we enter into Business Associate Agreements requiring them to safeguard that information and use it only to provide services to CareRide.
Third-Party Service Providers
We work with trusted third-party providers solely to operate our services:
Supabase — secure storage of trip requests, facility accounts, and dispatch records
Square — payment processing and secure card handling
Google Maps Platform — address suggestions and driving distance calculation
Google Calendar and Google Workspace — internal dispatch scheduling and communication
Vercel — hosting for our secure checkout page and dispatch portal
SMS gateway providers — text message delivery
Email service providers — transactional email delivery
Bambi — dispatch and trip management software, where used
These providers are contractually prohibited from using your information for any purpose other than providing services to CareRide.
We send our payment processor only the amount charged and a trip reference number. We do not send them information about a passenger's medical condition, mobility needs, or health status.
Data Storage, Security & Retention
Your information is stored securely in our dispatch and reservation systems. We implement industry-standard security practices including encryption in transit and at rest, access controls limiting each facility to its own records, and secure data handling protocols.
Data is retained for a minimum of 4 years in accordance with applicable healthcare and business compliance requirements. After the retention period, data is securely deleted.
Account Deletion
You may request deletion of your CareRide account and associated personal information at any time.
To request deletion, email admin@carerideservices.com from the address associated with your account, or call us at (650) 586-2634. Facility users may also request deletion through their facility administrator.
Please include your name and the phone number or username associated with your account. We will confirm your request and complete deletion within 30 days.
What is deleted: your account credentials, contact information, and profile details.
What is retained: trip records, billing records, and health-related documentation that we are required to keep under HIPAA, California healthcare regulations, and tax law, for a minimum of 4 years. Retained records are kept secure and are not used for any purpose other than legal compliance.
Facility users may also have their access deactivated by their facility administrator without deleting historical trip records.
Your Rights
You have the right to:
Request access to the personal information we hold about you
Request correction of inaccurate information
Request deletion of your information, subject to legal retention requirements
Opt out of SMS communications at any time by replying STOP
File a complaint with a relevant regulatory authority
California residents: Under the California Consumer Privacy Act, as amended, you additionally have the right to know what personal information we collect and how we use it, to request deletion, to correct inaccurate information, and to limit the use of sensitive personal information. We do not sell or share personal information as those terms are defined under California law. You will not be discriminated against for exercising any of these rights.
To exercise any of these rights, contact us using the information below.
Children's Privacy
Our services are not directed to children under 13, and we do not knowingly collect personal information from children under 13 for their own accounts. CareRide does transport minor passengers when a parent, guardian, or healthcare facility arranges the trip; in those cases the passenger's information is provided by the responsible adult or facility.
Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.
Contact Us
For privacy-related questions or to exercise your rights, please reach out:
(650) 586-2634 admin@carerideservices.com carerideservices.com