Terms & Conditions

These Service Terms & Conditions apply to all transportation services provided by Promise Care Transport.

1. Service Type

Promise Care Transport provides non-emergency medical transportation services only. Services are intended for scheduled transportation to and from medical appointments, treatments, hospital discharges, rehabilitation centers, dialysis, outpatient procedures, pharmacy visits, and other approved destinations.

Promise Care Transport does not provide emergency medical services. In the event of a medical emergency, call 911 immediately.

2. Scheduling & Reservations

All transportation services must be scheduled in advance. Reservations are subject to driver and vehicle availability.

Promise Care Transport reserves the right to refuse or reschedule transportation requests based on availability, weather, unsafe conditions, or other circumstances outside of its control.

3. Deposit Requirement

A non-refundable deposit of $50.00 is required to secure all transportation reservations.

The deposit will be applied toward the total transportation balance due. If the trip is canceled for any reason, the deposit remains non-refundable.

Promise Care Transport may require a higher deposit for long-distance transportation, recurring trips, specialty transportation, after-hours transportation, or wheelchair/gurney transportation.

4. Cancellation Policy

If a trip is canceled within 24 hours of the scheduled pickup time, the customer will be charged a cancellation fee.

For cancellations made within 24 hours, Promise Care Transport reserves the right to retain the $50.00 deposit and charge additional fees for reserved driver time, mileage, staffing, or specialty equipment.

No-shows, missed appointments, inability to contact the customer at the pickup location, or cancellations after the driver has already been dispatched may be treated as a same-day cancellation and may result in the full trip charge being applied.

5. Empty Cabin Mileage

Empty cabin mileage applies when a vehicle is dispatched to a pickup location, when the customer is not present, when there is a delay caused by the customer, or when additional travel is required without a passenger in the vehicle.

Promise Care Transport reserves the right to charge for:

  • Travel to the pickup location

  • Return travel after drop-off

  • Additional travel between appointments

  • Wait time beyond the standard included wait period

  • Extra mileage due to customer delays, changes, or additional stops

Empty cabin mileage charges will be billed at the company’s current mileage rate.

6. Card on File Authorization

A valid credit card or debit card must be kept on file for all customers.

By scheduling transportation services, the customer authorizes Promise Care Transport to charge the card on file for:

  • Deposits

  • Transportation charges

  • Cancellation fees

  • Empty cabin mileage

  • Wait time charges

  • Additional stops or mileage

  • Cleaning fees

  • Damage to the vehicle caused by the customer or passenger

  • Any unpaid balance related to services provided

If a card on file is declined, the customer remains responsible for all outstanding balances.

7. Wait Time

Standard wait time includes up to 10 minutes. Any wait time beyond 10 minutes will be billed at $20.00 per half-hour. If wait time exceeds 40 minutes, a full hourly rate of $40.00 per hour will be charged.

8. Additional Stops & Changes

Additional stops, route changes, or destination changes requested after the reservation is confirmed may result in additional charges.

9. Passenger Responsibility

Passengers must:

  • Be ready at the scheduled pickup time

  • Provide accurate pickup and drop-off information

  • Notify Promise Care Transport of any mobility needs or special accommodations in advance

  • Ensure that personal belongings are removed from the vehicle after the trip

Promise Care Transport is not responsible for lost, stolen, or forgotten items.

10. Refusal of Service

Promise Care Transport reserves the right to refuse service if a passenger:

  • Appears to require emergency medical care

  • Is intoxicated or under the influence of drugs or alcohol

  • Is verbally abusive, threatening, or unsafe

  • Creates unsafe conditions for the driver or vehicle

  • Fails to disclose special medical or transportation needs

11. Payment Terms

Payment is due at the time of booking unless otherwise agreed in writing.

Any unpaid balance may be charged to the card on file. Promise Care Transport reserves the right to refuse future service until all balances are paid in full.

12. Limitation of Liability

Promise Care Transport is not responsible for delays caused by traffic, weather, road closures, vehicle breakdowns, medical facility delays, or events outside of its control.

The customer agrees that Promise Care Transport’s liability is limited to the amount paid for the transportation service.

13. Acceptance of Terms

By scheduling, paying for, or using Promise Care Transport services, the customer acknowledges that they have read, understood, and agreed to these Terms & Conditions.