Last updated [EFFECTIVE DATE — set on approval]
1. Acceptance of Terms
These Terms of Service (the “Terms”) are an agreement between you and [LEGAL ENTITY NAME], doing business as Wheelchair Transport Service (“WTS,” “we,” “our,” or “us”). By booking, requesting, or using our transportation services, or by using our website, you agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use our services or website.
2. Definitions
- Services means the non-emergency medical transportation (NEMT) we provide, including ambulatory, wheelchair, and stretcher transport, and related scheduling and support.
- Website means wheelchairservice.co and any related pages, forms, portals, and tools we operate.
- Rider means the person being transported, including any companion or escort traveling with them.
- Account Holder means any person or organization (including a facility, healthcare provider, or payer) that books or pays for transportation, whether or not they are the Rider.
3. Description of Services
WTS provides non-emergency medical transportation throughout the Tampa Bay region and Florida’s West Coast. Services are subject to vehicle and driver availability, scheduling requirements, and the safety and equipment limits described in these Terms. The Services are transportation only. We do not provide medical care, medical monitoring, or medical advice.
4. Not for Emergencies
WTS is not an emergency service. If you or anyone else needs urgent medical help, call 911 immediately. Do not use our website, forms, chat, or booking system to request emergency assistance.
5. Eligibility & Booking for Someone Else
You must be at least 18 years old, or the parent or legal guardian of the Rider, to book Services. If you book for another person, you confirm that you have authority to do so, that the Rider (or their representative) has agreed to the trip, and that the information you provide is accurate. Riders under 18 must be accompanied by a parent, guardian, or other authorized adult unless we have agreed otherwise in writing.
6. Booking & Reservations
Reservations should be made at least 24 hours in advance. Same-day service is available based on vehicle and driver availability. A submitted request is not a confirmed trip until we confirm it. Pickup and arrival times are estimates and can be affected by traffic, weather, prior trips, and medical-facility delays; we do not guarantee exact times. If you are in a hurry, please call us for current availability.
WTS reserves the right to cancel or reschedule trips due to unforeseen circumstances, including vehicle issues, weather events, or driver unavailability. We will make every reasonable effort to notify you promptly of any change.
7. Rider Responsibilities
- Be ready at the scheduled pickup time. A 15-minute grace period applies; trips may be marked as no-shows thereafter.
- Provide accurate pickup and drop-off addresses, contact numbers, and trip details when booking.
- Disclose any medical conditions, mobility equipment, oxygen or other devices, or special requirements that affect safe transport, when scheduling.
- Use seat belts and the securement systems provided at all times while the vehicle is moving.
- Treat WTS staff and other passengers with courtesy and respect. Threats, harassment, or abusive conduct are not tolerated.
- Do not smoke or vape, consume alcohol or illegal drugs, or bring weapons or hazardous materials in our vehicles.
- You are responsible for damage to our vehicles or equipment caused by you or your companions beyond ordinary wear.
8. Safety, Equipment & Securement
Safety comes first. Our drivers and crews are trained to secure mobility devices and passengers, and they may decline or stop a trip if, in their reasonable judgment, it cannot be completed safely. Examples include a wheelchair or stretcher that cannot be properly secured, equipment or weight that exceeds a vehicle’s rated limits [INSERT LIMITS BY VEHICLE TYPE], undisclosed medical needs, or unsafe conditions at the pickup or drop-off location.
Where permitted, one companion or escort may ride with the Rider if space allows and this is arranged in advance. Service animals are accommodated as required by law. Please tell us about oxygen equipment, bariatric needs, or other special equipment when you book so we can assign the right vehicle.
9. Accessibility & Non-Discrimination
WTS serves riders without regard to race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to providing accessible service and to making reasonable modifications for riders with disabilities. If you need an accommodation or have trouble using our website, contact us using the information in Section 25 and we will work with you.
10. Cancellation, Late Arrival & No-Shows
Cancellations must be made at least 2 hours before the scheduled pickup time to avoid a cancellation fee of [CANCELLATION / NO-SHOW FEE AMOUNT OR “AS DESCRIBED AT BOOKING”]. Repeated no-shows or late cancellations may result in restrictions on future bookings. If a facility or payer is responsible for the trip, any fee may be billed to them as agreed.
11. Payment & Billing
Payment terms vary based on the type of service and applicable insurance or Medicaid coverage. WTS accepts private pay, insurance billing, and Medicaid waiver transportation funding. The Account Holder is responsible for any amounts not covered by insurance, a payer, or a facility, including fees under Section 10. If a payer denies or reverses payment for a trip, the Account Holder remains responsible for the balance unless we have agreed otherwise in writing.
Unpaid balances may be referred to collections, and you agree to reimburse reasonable collection costs and attorney’s fees to the extent permitted by law. Prices and rates may change; the rate confirmed when you book applies to that trip.
12. Communications & Consent
By providing a phone number or email address, you agree that WTS and its service providers may contact you about your bookings, including confirmations, reminders, ETA and delay alerts, billing questions, and service updates, by phone call, text message, or email. [CONFIRM: automated calls or texts are used.] Message and data rates may apply. You can opt out of text messages at any time by replying STOP, and you can ask us to stop other non-essential communications by contacting us. Opting out will not affect trip-critical notices we need to send for an active booking.
13. Accounts, Partner Portal & Security
Some parts of the Website, including the WTS Partner Portal for hospitals, facilities, and healthcare providers, require an account. You are responsible for keeping your credentials confidential, for using the multi-factor authentication we provide, and for all activity under your account. Notify us immediately at the contact information below if you suspect unauthorized access. Facilities and organizations are responsible for the accuracy of the trip requests, rider details, and authorizations they submit, and for limiting portal access to authorized staff. We may suspend access to protect the security of the Website or our riders.
14. Website Use & Acceptable Use
Our website is provided to share information and to let you request and manage transportation services. You agree to use it lawfully. You may not: disrupt or overload the Website; attempt to gain unauthorized access to the Website, accounts, or systems; scrape, copy, or harvest data except as permitted by law; introduce malware or other harmful code; submit false, misleading, or another person’s information; or use the Website to harass or harm others. Please do not submit sensitive health information through the website chat, contact form, or other unsecured channels.
15. Third-Party Services & Links
The Website uses cookies and third-party services — including analytics (Google Analytics) and live chat — as described in our Privacy Policy. You can review or change your cookie choices at any time through the “Cookie Preferences” link in the footer. Our forms and hiring system may be provided by third parties and are governed by their own terms and privacy policies. The Website may link to third-party sites; WTS does not control and is not responsible for their content or practices.
16. Intellectual Property
The Website, including its text, graphics, logos, photos, and design, and the names “Wheelchair Transport Service” and “WTS,” are owned by or licensed to us and are protected by intellectual property laws. You may view and print pages for your personal, non-commercial use. You may not copy, modify, distribute, or use our marks or content for any other purpose without our written permission.
17. Disclaimers
The Website is provided “as is” and “as available.” To the fullest extent permitted by law, WTS disclaims all warranties not expressly stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, and does not warrant that the Website will be uninterrupted or error-free. We do not guarantee specific pickup or arrival times. Nothing in this section limits any right you have under law that cannot be waived.
18. Limitation of Liability
[COUNSEL TO REVIEW AND CONFIRM ENFORCEABILITY IN FLORIDA.] To the fullest extent permitted by law, Wheelchair Transport Service is not liable for indirect, incidental, special, or consequential damages arising from the use of our services or website. Except where applicable law does not allow a limit, our maximum liability for any claim relating to a trip is limited to the cost of the transport service in question. Nothing in these Terms excludes or limits liability for our gross negligence, willful misconduct, or any liability that cannot lawfully be excluded or limited, and nothing in these Terms waives any rights you have under applicable law for personal injury.
19. Indemnification
To the extent permitted by law, you agree to indemnify and hold harmless WTS and its owners, employees, drivers, and contractors from claims, losses, and expenses (including reasonable attorney’s fees) arising from your breach of these Terms, your misuse of the Services or Website, inaccurate information you provide that affects safe transport, or damage you or your companions cause to our vehicles or equipment. This does not apply to the extent a claim results from our own negligence or misconduct.
20. Weather, Emergencies & Events Beyond Our Control
WTS is not responsible for delay or failure to perform caused by events beyond our reasonable control, including severe weather, hurricanes and other natural disasters, declared emergencies, road closures, civil disturbance, utility or network outages, and vehicle breakdowns. In declared emergencies we may prioritize transports for the healthcare community and for riders with urgent medical needs, and we will make reasonable efforts to notify affected customers.
21. Suspension & Termination
We may suspend or end service to anyone who violates these Terms, endangers the safety of others, fails to pay amounts owed, or misuses the Website. You may stop using the Services at any time; cancellation and payment obligations for trips already booked still apply.
22. Governing Law & Dispute Resolution
These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law rules. If you have a concern, please contact us first so we can try to resolve it informally. Any dispute that cannot be resolved informally shall be resolved in the state or federal courts located in Pinellas County or Hillsborough County, Florida, and you consent to their jurisdiction.
[OPTIONAL — FOR COUNSEL TO DECIDE: replace the paragraph above with a binding arbitration clause and class-action waiver, with an opt-out window and a small-claims exception.]
23. General Terms
- Entire agreement. These Terms and the Privacy Policy are the entire agreement between you and WTS about the Services and Website, and replace earlier understandings on the same subject.
- Severability. If any part of these Terms is found unenforceable, the rest remains in effect.
- No waiver. Our failure to enforce a provision is not a waiver of it.
- Assignment. You may not assign your rights under these Terms without our consent. We may assign ours in connection with a merger, sale, or reorganization.
- Electronic communications. You agree to receive notices from us electronically, including by posting on the Website or by email.
24. Changes to These Terms
WTS may modify these Terms at any time. Updated Terms will be posted on this page with a revised effective date. Continued use of our services or website after changes take effect constitutes acceptance of the updated Terms. For material changes, we will make reasonable efforts to provide additional notice.
25. Contact & Complaints
Questions, accommodation requests, or complaints about our services? Contact us at info@wheelchairservice.co or call (727) 586-2811 or (813) 540-3333 (toll free: 1-844-438-8866). Mailing address: [LEGAL MAILING ADDRESS — e.g., 14561 58th Street North, Clearwater, FL 33760, if confirmed].