Policy
Transportation Policy
Draft — not yet published. Last updated: [ADD DATE]
This Transportation Policy describes how Recovery Medical Transportation Inc. handles non-emergency medical transportation requests, from submission through the ride itself.
Scope of Service
We provide non-emergency medical transportation for medical appointments, treatment visits, rehabilitation, discharge pickups, and related trips within our service area. We do not provide emergency ambulance or paramedic services. For a medical emergency, call 911.
Requesting a Ride
Ride requests may be submitted through our online booking form or by phone. A submitted request is reviewed by our dispatch team, who will contact you to confirm vehicle availability, pickup time, and any remaining details. A request is not confirmed until dispatch has done so.
Mobility Equipment and Assistance
We ask about mobility equipment (such as canes, walkers, and manual or power wheelchairs) and assistance level (curb-to-curb, door-to-door, or additional hands-on assistance) so we can match your trip with an appropriate vehicle and level of support. Please provide accurate equipment dimensions and weight when known, so we can confirm suitability in advance.
Companions and Service Animals
A companion may accompany a passenger where seating allows; please note the number of companions on your booking request. Service animals are welcome; please note this on your request so we can plan accordingly.
Recurring and Multi-Stop Trips
Recurring appointment transportation and trips with multiple stops can be requested through the booking form. Recurring schedules are subject to confirmation and may require adjustment based on availability.
Punctuality and Scheduling
We coordinate pickup times carefully, but pickup and arrival times can be affected by traffic, weather, prior trips, and other factors outside our control. We do not guarantee exact pickup or arrival times.
Passenger Conduct and Safety
Passengers and companions are expected to treat drivers and staff respectfully. We may decline or discontinue service if a passenger's behavior threatens the safety of our staff, other passengers, or the passenger themselves.
Inability to Accommodate a Request
In some cases, we may be unable to accommodate a request due to vehicle availability, service area limitations, or equipment requirements. If this happens, our dispatch team will let you know and, where possible, suggest alternatives.
Related Policies
This policy should be read together with our Cancellation & Refund Policy and Accessibility Statement.
Contact Us
Questions about this policy can be directed to us using the information on our Contact page.