Terms and Conditions

Effective Date: January 1st, 2026

Welcome to HeartLink Transportations, LLC (“we,” “our,” or “us”). By using our website, requesting a ride, or using our non-emergency medical transportation (NEMT) services, you agree to these Terms and Conditions. Please read them carefully.

HeartLink Transportations, LLC provides non-emergency medical transportation (NEMT) services for individuals who require assistance traveling to and from medical appointments, healthcare facilities, and other approved locations.

We do not provide emergency medical services. If you are experiencing a medical emergency, please call 911 immediately.

Rides may be requested by phone, email, website, or through approved brokers or healthcare partners.

All rides are subject to availability. Advance scheduling is strongly recommended.

Same-day and short-notice ride requests are not guaranteed and depend on driver and vehicle availability.

Pickup and drop-off times are approximate and may be affected by traffic, weather, road conditions, or prior passenger needs.

Clients must be ready at the scheduled pickup time.

Drivers may wait up to 10–15 minutes (or your preferred time window) before the ride is considered a no-show.

Extended wait times may result in additional charges or ride cancellation.

We request reasonable notice for cancellations whenever possible.

Late cancellations or no-shows may result in:

• Additional charges
   
• Loss of future booking privileges
   
• Broker-reported service issues
   

Broker, insurance, or facility cancellation policies may also apply.

HeartLink Transportations, LLC is not responsible for missed or delayed appointments caused by:

• Traffic
   
• Weather
   
• Road conditions
   
• Construction
   
• Accidents
   
• Mechanical issues
   
• Circumstances beyond our control
   

We will always make reasonable efforts to arrive on time.

Passengers and/or caregivers are responsible for:

• Being ready at pickup time
   
• Providing accurate pickup/drop-off details
   
• Ensuring the passenger is medically stable for transport
   
• Securing personal belongings
   
• Having required documents, ID, or appointment paperwork
   

We are not responsible for lost, stolen, or damaged personal items.

Companion assistance is available upon request.

Our drivers are not medical professionals and do not provide medical treatment, clinical care, or medical advice.

Drivers may not lift, carry, or physically transfer passengers unless proper equipment and safety protocols are in place.

Wheelchairs and mobility devices must be in safe, working condition.

All wheelchairs must be properly secured before transport.

Passengers must comply with safety procedures for ramps, lifts, and securement systems.

We reserve the right to refuse transport if a device cannot be safely secured.

For everyone’s safety:

• Seatbelts must be worn at all times
   
• Wheelchairs must be properly secured
   
• Passengers must follow driver instructions
   

Abusive, threatening, aggressive, or unsafe behavior will not be tolerated.

We reserve the right to refuse or discontinue service if safety is compromised.

Payment terms vary depending on whether services are provided through:

• Private pay
   
• Insurance
   
• Brokers
   
• Healthcare facilities
   

Clients are responsible for charges not covered by third-party payers.

Failure to pay outstanding balances may result in service suspension.

Refunds are not guaranteed and are evaluated on a case-by-case basis.

No-shows, late cancellations, or completed rides are typically non-refundable.

Broker and insurance refund policies may differ and will apply when relevant.

HeartLink Transportations, LLC maintains commercial auto and general liability insurance.

We are not liable for delays, missed appointments, or service disruptions caused by factors beyond our reasonable control.

Our liability is limited to the extent permitted by law.

When rides are arranged through brokers, Medicaid, or healthcare facilities, their policies, procedures, and documentation requirements may apply.

Clients agree to comply with all applicable third-party requirements.

By using our website, you agree not to misuse, copy, or distribute content without permission.

We may update or remove website content at any time without notice.

Your use of our services is governed by our Privacy Policy. Please review our Privacy Policy for details on how we protect your information.

We reserve the right to update these Terms and Conditions at any time. Updates will be posted on this page with a revised effective date.

If you have questions about these Terms and Conditions, contact:

HeartLink Transportations, LLC
📞 Phone: 909-402-6417
📧 Email: heartlinktransportations@gmail.com