Agreement to Terms

These Terms and Conditions ("Terms") govern your use of the services provided by CareRide NEMT Services, LLC ("CareRide," "we," "us," or "our"), including our website at carerideservices.com, the CareRide mobile app, our SMS booking and notification system, and all transportation services we provide. By booking a trip, using our website or app, or communicating with us via text message, you agree to be bound by these Terms. If you do not agree, please do not use our services.

Services Provided

CareRide NEMT Services, LLC provides non-emergency medical transportation (NEMT) services to individuals requiring transport to and from medical appointments, dialysis centers, post-acute care facilities, and other healthcare destinations. Our services include:

Ambulatory (walk-on) passenger transport

Wheelchair-accessible vehicle transport

Gurney (stretcher) transport where available

Scheduled and same-day trip requests (subject to availability)

CareRide does not provide emergency medical transportation. In a medical emergency, please call 911 immediately.

Booking & Reservations

Trips may be booked through the CareRide mobile app, by texting (650) 586-2634 with your name, pickup location, drop-off location, and desired arrival time, or by contacting us through other channels listed on our website. App bookings require at least 2 hours' notice before the requested pickup time; for anything sooner, please call us at (650) 586-2634. Trip confirmation is subject to vehicle availability. CareRide will confirm or notify you of any scheduling conflicts as promptly as possible. We recommend booking at least 24–48 hours in advance for scheduled appointments.

Bookings are not confirmed until you receive a confirmation message from CareRide. Please do not assume a trip is scheduled without receiving confirmation.

Cancellations & No-Shows

We understand that medical appointments may change. Please cancel as early as possible so we can serve other patients in need.

Cancellations made at least 2 hours before the scheduled pickup are accepted without penalty.

For individual customers, cancellations made less than 2 hours before the scheduled pickup, and no-shows where our crew arrives and the passenger is unavailable, are charged $50 for ambulatory and wheelchair trips and $100 for gurney trips. This fee is charged to the payment card on file. Repeated late cancellations or no-shows may result in service restrictions at our discretion.

Cancellations for contracted facility accounts are governed by the applicable service agreement.

CareRide reserves the right to cancel a trip due to vehicle availability, safety concerns, or circumstances beyond our control. In the event CareRide must cancel a trip, we will notify you as soon as possible and assist with rescheduling where feasible.

SMS Terms of Service

By texting CareRide at (650) 586-2634 or by providing your mobile number and consenting to SMS communications, you agree to the following:

Program: CareRide NEMT Services trip notifications and service updates

Messages sent: Trip confirmations, driver dispatch alerts, ETA updates, reminders, and cancellation notices

Frequency: Varies based on trip activity; typically 2–5 messages per trip

Rates: Message and data rates may apply based on your carrier plan

Opt-out: Reply STOP at any time to unsubscribe from all SMS communications

Support: Reply HELP or call (650) 586-2634 for assistance

Consent to receive SMS messages is not a condition of receiving transportation services.

For full details, see our Privacy Policy.

Passenger Conduct & Safety

For the safety of all passengers and our drivers, CareRide reserves the right to refuse or terminate service for passengers who:

Behave in an abusive, threatening, or violent manner toward drivers or staff

Are under the influence of substances that pose a safety risk

Refuse to comply with safety requirements (seatbelts, wheelchair securement, etc.)

Bring items that pose a hazard to the vehicle or other passengers

Passengers are responsible for ensuring that any mobility equipment (wheelchairs, walkers, etc.) is in safe working condition prior to transport.

Liability Limitations

CareRide carries commercial general liability and auto insurance as required by California law and applicable NEMT regulations.

CareRide is not liable for delays caused by traffic, road conditions, weather, mechanical issues, or other circumstances beyond our reasonable control. We are not responsible for missed appointments due to circumstances outside our control.

CareRide is not a healthcare provider and does not provide medical advice, treatment, or supervision during transport. Passengers requiring medical supervision must arrange for a qualified attendant to accompany them.

Payment & Pricing

Rates vary based on distance, vehicle type, and the specific requirements of each trip. You can get an exact quote for your trip in the CareRide app or by contacting us directly at (650) 586-2634.

Estimates and final quotes. The price shown when you request a ride is an estimate based on the information you provide. After you submit a request, CareRide will respond with a final quote and confirm whether we are able to accommodate the trip. If the final quote is higher than your estimate, we will not dispatch the trip until you accept the new price.

Payment method. When you book as an individual customer, you provide a payment card at the time of booking. Your card is securely stored by our payment processor and is not charged at that time.

When you are charged. Your card is charged after your trip is completed. The final amount reflects the actual mileage driven, the actual wait time, and any additional services provided during the trip, so it may differ from the amount quoted. Wait time and stairs are billed based on what our crew records at the time of service.

Cancellations and no-shows. Fees for late cancellations and no-shows are described in the Cancellations & No-Shows section above and are charged to the card on file.

Facility accounts. Pricing for contracted facility accounts is governed by the applicable service agreement and is invoiced monthly.

Changes to pricing. CareRide reserves the right to update pricing with reasonable notice. The rates in effect at the time you book are the rates that apply to your trip.

Governing Law

These Terms are governed by and construed in accordance with the laws of the State of California. Any disputes arising from these Terms or the use of our services shall be subject to the exclusive jurisdiction of the courts located in Santa Clara County, California.

Changes to These Terms

CareRide reserves the right to update or modify these Terms at any time. Changes will be posted on this page with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically to stay informed about your rights and responsibilities.