Effective Date: January 30, 2025
These Terms of Service (“Terms”) govern transportation services provided by Wheels To Go LLC (“Wheels To Go,” “we,” “us,” or “our”), including Basic Life Support (“BLS”) ambulance transportation, stretcher transportation, wheelchair transportation, ambulatory transportation, and other non-emergency medical transportation services.
These Terms apply to patients, family members, responsible parties, healthcare facilities, case managers, organizations, and other persons or entities that request, schedule, authorize, pay for, or receive transportation services from Wheels To Go (“Client”).
By requesting, scheduling, authorizing, paying for, or accepting transportation services from Wheels To Go, the Client acknowledges these Terms, subject to applicable law and any separate written agreement governing the transportation.
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1. SERVICES PROVIDED
Wheels To Go provides medical and non-emergency transportation services that may include:
* Basic Life Support (BLS) ambulance transportation;
* Stretcher transportation;
* Wheelchair transportation;
* Ambulatory transportation;
* Hospital and healthcare facility discharges;
* Interfacility transportation;
* Transportation to and from medical appointments;
* Rehabilitation and dialysis transportation;
* Long-distance medical transportation; and
* Other transportation services accepted by Wheels To Go.
The level of service provided will depend on the transportation request, patient’s condition and mobility, applicable medical-necessity requirements, available equipment and personnel, applicable laws and regulations, and Wheels To Go’s assessment of whether the requested transportation can be safely and appropriately performed.
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2. NON-EMERGENCY TRANSPORTATION
Unless specifically dispatched or authorized as an emergency ambulance response, transportation scheduled directly with Wheels To Go is intended for patients whose transportation can appropriately be scheduled in advance.
If you are experiencing a medical emergency, call 911 immediately.
Wheels To Go’s scheduled transportation service should not be used as a substitute for calling 911 when emergency medical assistance is required.
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3. CHANGE IN PATIENT CONDITION
A patient’s condition may change before or during transportation.
If our EMS personnel determine that the patient’s condition requires emergency evaluation, additional medical resources, or a higher level of care than Wheels To Go can appropriately provide, our personnel may take actions consistent with applicable EMS protocols, medical direction, law, and patient safety.
This may include requesting additional emergency assistance or transporting/diverting the patient to an appropriate emergency department when clinically indicated and legally authorized.
Patient safety takes priority over the originally scheduled destination or itinerary.
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4. ACCURATE INFORMATION REQUIRED
The Client or person arranging transportation must provide complete and accurate information reasonably necessary for Wheels To Go to determine the appropriate transportation arrangements.
This information may include:
* Patient’s name;
* Patient’s date of birth when required;
* Pickup address;
* Destination address;
* Appointment or discharge time;
* Patient’s approximate weight;
* Mobility status;
* Ability to stand, walk, pivot, or transfer;
* Wheelchair type and dimensions;
* Stretcher requirements;
* Bariatric requirements;
* Number and configuration of stairs;
* Accessibility limitations;
* Oxygen or other medical requirements;
* Isolation or infection-control precautions;
* Behavioral or safety concerns;
* Required medical equipment;
* Accompanying caregiver or passenger requirements; and
* Other information reasonably relevant to safe transportation.
Failure to provide accurate information may result in delays, a revised level of service, additional personnel or equipment requirements, rescheduling, or refusal of transportation when the trip cannot safely or lawfully be performed as originally requested.
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5. TRANSPORTATION ELIGIBILITY AND APPROPRIATE LEVEL OF SERVICE
Wheels To Go reserves the right, consistent with applicable law, to determine whether it can safely and appropriately provide a requested transportation service.
A requested wheelchair transport, for example, may not be appropriate when the patient’s condition requires stretcher or ambulance transportation.
Similarly, a scheduled BLS transport may not be appropriate when the patient’s condition requires Advanced Life Support (“ALS”), emergency 911 response, or another level of medical care outside the service being provided.
Wheels To Go may decline, modify, or discontinue a transportation request when necessary for patient or crew safety or regulatory compliance.
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6. BLS AMBULANCE SERVICES
BLS ambulance transportation is provided within the scope permitted by applicable EMS laws, regulations, protocols, medical direction, licensure, and certification requirements.
The presence of an EMT or use of an ambulance does not guarantee that the transportation qualifies as medically necessary for Medicare, Medicaid, insurance, or other third-party reimbursement.
The patient’s treating practitioner, facility, payer, and other authorized parties may be required to provide appropriate documentation supporting medical necessity when required by law or payer rules.
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7. MEDICAL NECESSITY
Medical necessity for ambulance transportation is determined under applicable laws, regulations, payer requirements, and the patient’s clinical circumstances.
Wheels To Go does not guarantee that Medicare, Medicaid, an insurance carrier, managed-care organization, transportation broker, or other payer will determine that a particular transportation service was medically necessary or covered.
A physician’s order or other medical documentation does not, by itself, guarantee payment by a third-party payer.
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8. MEDICARE, MEDICAID, INSURANCE AND THIRD-PARTY PAYERS
When transportation is billed to Medicare, Medicaid, an insurance carrier, transportation broker, healthcare facility, managed-care organization, or another third party, coverage and payment are subject to the applicable program’s requirements.
These may include:
* Eligibility;
* Medical necessity;
* Prior authorization;
* Covered level of service;
* Origin and destination requirements;
* Required documentation;
* Benefit limitations;
* Network requirements; and
* Other applicable payer rules.
Wheels To Go does not guarantee payment or reimbursement by any third party.
Wheels To Go will not knowingly collect amounts from a patient when collection is prohibited by applicable law or a binding payer agreement.
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9. PRIVATE-PAY TRANSPORTATION
For private-pay transportation, the individual or organization accepting financial responsibility is responsible for charges associated with the transportation according to the accepted quote, invoice, authorization, or other agreement.
Wheels To Go may require payment or payment authorization before transportation is provided.
Private payment does not guarantee that transportation will proceed when the crew determines that the requested transportation cannot be safely or legally performed.
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10. PRICING AND ESTIMATES
Prices may vary based on factors including:
* Level of service;
* Base transportation charge;
* Mileage;
* One-way or round-trip service;
* Required personnel;
* Patient weight;
* Bariatric requirements;
* Stairs or difficult access;
* Special equipment;
* Waiting requirements;
* Tolls;
* Parking; and
* Other circumstances affecting transportation.
Quotes and estimates are based on the information available when transportation is scheduled.
If the actual transportation requirements materially differ from the information provided at booking, the final charge may differ from the original estimate when permitted by applicable law and any governing agreement.
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11. REFUNDS AND CANCELLATIONS
Refunds, cancellations, rescheduling, no-shows, late cancellations, cancellations after dispatch, and related matters are governed by Wheels To Go’s separate Refund & Cancellation Policy.
The Refund & Cancellation Policy should be reviewed before booking private-pay transportation.
If a payer agreement or applicable law establishes different cancellation or billing requirements, those requirements will control.
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12. SCHEDULING AND PICKUP TIMES
Wheels To Go makes reasonable efforts to arrive at scheduled pickup times and transport patients according to the agreed schedule.
However, scheduled pickup, drop-off, and arrival times are estimates unless expressly guaranteed in a separate written agreement.
Transportation may be affected by circumstances such as:
* Traffic;
* Weather;
* Road closures;
* Vehicle accidents;
* Construction;
* Hospital delays;
* Extended prior transports;
* Emergency situations;
* Vehicle or equipment problems;
* Staffing circumstances; or
* Other events outside Wheels To Go’s reasonable control.
Clients should allow appropriate travel and scheduling time for medical appointments and other time-sensitive events.
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13. PATIENT READINESS
Patients should be reasonably ready for transportation at the scheduled pickup time.
Healthcare facilities should make reasonable efforts to complete discharge paperwork, medication preparation, patient preparation, and other discharge procedures before the scheduled transportation time.
Delays may affect the scheduled transportation and subsequent transportation assignments.
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14. WAITING TIME
Some transportation arrangements may include waiting time, particularly round-trip medical appointments.
Whether waiting time is included and the amount of included waiting time will depend on the applicable quote, reservation, facility agreement, or payer arrangement.
Additional waiting charges may apply to private-pay transportation when permitted and disclosed.
Refunds, cancellations, and rescheduling associated with excessive waiting are governed by the separate Refund & Cancellation Policy where applicable.
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15. STAIRS AND ACCESSIBILITY
The Client must disclose stairs and other accessibility barriers when scheduling transportation.
This includes:
* Exterior stairs;
* Interior stairs;
* Narrow staircases;
* Broken or unstable stairs;
* Lack of elevator access;
* Narrow doorways;
* Difficult terrain; and
* Other conditions affecting safe patient movement.
Wheels To Go may determine that additional personnel or equipment are required.
Our personnel may decline to move a patient when they reasonably determine that doing so would create an unsafe condition for the patient, crew, or others.
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16. WHEELCHAIRS AND MOBILITY DEVICES
Patients using wheelchair transportation must use equipment that can be safely accommodated and secured by the assigned vehicle.
Customers should disclose in advance whether the patient uses:
* A manual wheelchair;
* Power wheelchair;
* Oversized wheelchair;
* Bariatric wheelchair;
* Specialized seating system; or
* Other mobility equipment.
Wheels To Go personnel will follow applicable wheelchair securement and transportation safety procedures.
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17. PATIENT WEIGHT AND BARIATRIC TRANSPORTATION
Accurate patient weight information is important for patient and employee safety.
Patients requiring bariatric transportation may require additional personnel, specialized equipment, or a different vehicle.
Wheels To Go may decline or reschedule transportation when the patient’s actual weight or transportation requirements exceed the safe capacity of available personnel or equipment.
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18. OXYGEN AND MEDICAL EQUIPMENT
Any oxygen, monitoring, suction, medical equipment, or other clinical requirement must be disclosed when transportation is requested.
Wheels To Go will provide or accommodate such equipment only when appropriate for the requested level of service, available, authorized, and permitted by applicable EMS requirements.
The Client should not assume that specific equipment or clinical capabilities are available unless confirmed by Wheels To Go.
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19. PATIENT SAFETY
Patient and crew safety is a primary consideration in every transportation assignment.
Wheels To Go may refuse, delay, discontinue, or modify transportation when reasonably necessary because of:
* Unsafe patient movement conditions;
* Violence or threats;
* Unsafe environmental conditions;
* Inappropriate level of service;
* Undisclosed medical conditions or equipment requirements;
* Unsafe mobility equipment;
* Excessive patient weight relative to available equipment;
* Hazardous weather or road conditions; or
* Other circumstances creating an unreasonable safety risk.
Nothing in these Terms requires an employee or contractor to perform an action that they reasonably determine cannot be performed safely or lawfully.
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20. PATIENT CONDUCT
Patients, family members, caregivers, and accompanying passengers must not interfere with the safe operation of a vehicle or the provision of patient care.
Threatening, violent, abusive, sexually inappropriate, or dangerous behavior may result in transportation being declined or discontinued when permitted by law and consistent with patient safety obligations.
Law enforcement or emergency assistance may be requested when appropriate.
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21. FAMILY MEMBERS, CAREGIVERS AND COMPANIONS
A family member, caregiver, personal care attendant, or other companion may accompany a patient when:
* Space is available;
* The vehicle can safely accommodate the passenger;
* The passenger does not interfere with patient care;
* Applicable EMS and transportation regulations permit it; and
* The arrangement has been approved when required.
Passenger limitations may apply depending on vehicle configuration, patient condition, equipment, and safety requirements.
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22. SERVICE ANIMALS
Wheels To Go will accommodate service animals as required by applicable law.
Customers are encouraged to advise Wheels To Go when scheduling transportation if a service animal will accompany the patient so appropriate arrangements can be made.
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23. PERSONAL PROPERTY
Patients and accompanying persons are responsible for their personal belongings.
This may include:
* Mobile phones;
* Wallets;
* Cash;
* Jewelry;
* Identification;
* Clothing;
* Bags;
* Medical equipment;
* Wheelchair accessories; and
* Other personal items.
Customers should promptly contact Wheels To Go regarding property believed to have been left in a vehicle.
Wheels To Go’s responsibility for lost or damaged property is subject to applicable law.
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24. TRANSPORTATION DESTINATION
Wheels To Go will transport the patient to the destination authorized or agreed upon for the transportation.
If a patient’s medical condition changes during BLS ambulance transportation, EMS personnel may take clinically appropriate actions consistent with applicable protocols, medical direction, and law, which may include transport to an appropriate emergency facility rather than the originally scheduled destination.
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25. FACILITY RESPONSIBILITIES
When a hospital, nursing facility, rehabilitation center, assisted-living facility, physician’s office, dialysis center, or other healthcare organization arranges transportation, the facility is responsible for accurately communicating information reasonably necessary for transportation.
This may include the patient’s mobility status, medical requirements, destination, required documentation, infection-control status, and other relevant transportation information.
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26. PRIVACY AND PATIENT INFORMATION
Wheels To Go protects patient information in accordance with applicable federal and state privacy laws, including the Health Insurance Portability and Accountability Act (“HIPAA”) when applicable.
Patient information may be used or disclosed as permitted by law for purposes including treatment, payment, healthcare operations, transportation coordination, billing, regulatory compliance, and other legally authorized activities.
These Terms do not replace any Notice of Privacy Practices that Wheels To Go is legally required to provide.
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27. ELECTRONIC COMMUNICATIONS
When a Client provides an email address or telephone number in connection with transportation, Wheels To Go may use that information for legitimate service-related communications, including:
* Reservation confirmations;
* Scheduling updates;
* Transportation coordination;
* Payment receipts;
* Invoices;
* Service notifications; and
* Other communications related to the transportation.
Marketing communications, when used, remain subject to applicable consent and communications laws.
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28. ELECTRONIC PAYMENTS
Wheels To Go may use third-party payment-processing and billing platforms to process credit cards, debit cards, ACH payments, or other electronic payments.
Use of those payment methods may also be subject to the payment processor’s applicable terms and privacy practices.
Wheels To Go does not guarantee uninterrupted availability of any third-party payment-processing system.
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29. RECORDS AND DOCUMENTATION
Wheels To Go may create and maintain transportation, patient-care, dispatch, billing, GPS, communication, signature, and other business records as required or permitted by law.
Electronic signatures and acknowledgments may be used when legally permissible.
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30. DELAYS AND EVENTS OUTSIDE REASONABLE CONTROL
Wheels To Go will make reasonable efforts to provide scheduled transportation but cannot guarantee uninterrupted or delay-free service.
To the extent permitted by law, Wheels To Go is not responsible for failure or delay caused by circumstances outside its reasonable control, including severe weather, natural disasters, road closures, major traffic incidents, government actions, widespread emergencies, or other extraordinary events.
Nothing in this provision limits liability that cannot legally be limited.
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31. LIMITATION OF LIABILITY
Wheels To Go is responsible for providing transportation with reasonable care and in accordance with applicable legal and professional requirements.
To the maximum extent permitted by applicable law, Wheels To Go will not be responsible for indirect, incidental, or consequential losses resulting solely from scheduling delays, missed appointments, or circumstances outside Wheels To Go’s reasonable control.
Nothing in these Terms excludes or limits liability for negligence, professional obligations, patient-care responsibilities, or any other liability that cannot lawfully be excluded or limited.
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32. THIRD-PARTY ARRANGEMENTS
Transportation may sometimes be requested or paid for by a hospital, facility, insurer, transportation broker, employer, government program, family member, or other third party.
When a separate written agreement or payer contract governs the transportation, that agreement may establish additional or different requirements.
If these Terms conflict with a binding payer agreement, applicable EMS regulation, Medicare or Medicaid requirement, or applicable law, the controlling legal or contractual requirement will apply.
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33. NON-DISCRIMINATION
Wheels To Go provides services consistent with applicable federal and state civil-rights and nondiscrimination requirements.
Nothing in these Terms authorizes Wheels To Go to refuse service for a reason prohibited by applicable law.
Safety-based transportation decisions will be based on legitimate transportation, clinical, operational, or regulatory considerations.
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34. NO GUARANTEE OF THIRD-PARTY REIMBURSEMENT
A receipt, invoice, medical-necessity form, physician certification, trip record, or other document issued or accepted by Wheels To Go does not constitute a guarantee that an insurance company or government program will reimburse the transportation.
Coverage decisions are ultimately governed by the applicable payer’s rules and applicable law.
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35. SEVERABILITY
If any provision of these Terms is determined to be invalid, illegal, or unenforceable, that provision will be enforced to the maximum extent legally permitted, and the remaining provisions will remain in effect.
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36. NO WAIVER
Failure by Wheels To Go to enforce a provision of these Terms in one situation does not constitute a permanent waiver of that provision or prevent its enforcement in another appropriate situation.
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37. GOVERNING LAW
These Terms will be governed by applicable federal law and, where state law applies, the law applicable to the transportation service provided.
Wheels To Go currently provides services subject to the licensing and regulatory requirements applicable to the jurisdiction in which the transportation occurs.
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38. CHANGES TO THESE TERMS
Wheels To Go may update these Terms periodically to reflect changes in services, business practices, payment systems, regulatory requirements, or applicable law.
The current version will be posted on the Wheels To Go website with its effective or updated date.
Material changes will apply prospectively as required by applicable law.
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39. ENTIRE AGREEMENT
These Terms, together with the applicable transportation quote, invoice, authorization, separate Refund & Cancellation Policy, privacy notices, and any applicable written facility or payer agreement, constitute the terms governing the applicable transportation relationship.
When a separate signed agreement or applicable payer contract conflicts with these general Terms, the controlling agreement, payer requirement, or applicable law will govern.
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40. CONTACT INFORMATION
Questions regarding these Terms of Service or transportation services may be directed to:
Wheels To Go LLC
Ambulance & Non-Emergency Medical Transportation Services
Delaware
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ACCEPTANCE OF TERMS
By requesting, scheduling, authorizing, paying for, or accepting transportation services provided by Wheels To Go LLC, the Client acknowledges that they have had an opportunity to review these Terms of Service and agrees to be bound by the provisions applicable to the transportation, subject to applicable law and any controlling written agreement.
Professional • Safe • Reliable • Compassionate Transportation
Effective Date: January 30, 2025
