Please read these terms carefully before using our transportation services. By booking a ride with Carevion, you agree to be bound by the following terms.
These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Passenger", "Client", or "User") and Carevion Mobility LLC ("Carevion", "we", "us", or "our"), governing your use of our non-emergency medical transportation and related services.
By booking a ride, submitting a service request, or otherwise using our services, you confirm that you have read, understood, and agree to be bound by these Terms. If you are booking on behalf of another person, you represent that you have the authority to accept these Terms on their behalf.
These Terms apply to all services provided by Carevion including wheelchair transportation, ambulatory transportation, airport transportation, and non-medical transportation. They apply whether you book by phone, online, or through any other method.
Carevion Mobility LLC provides Non-Emergency Medical Transportation (NEMT) and related transportation services including, but not limited to:
Carevion reserves the right to modify, suspend, or discontinue any service at any time with reasonable notice. We do not provide emergency medical transportation — in a medical emergency, please call 911 immediately.
Emergency Notice: Carevion provides non-emergency transportation only. If a passenger experiences a medical emergency during transport, the driver is instructed to call 911 immediately. Carevion drivers are not licensed emergency medical technicians.
| Cancellation Time | Policy |
|---|---|
| More than 2 hours before pickup | No charge — free cancellation |
| Less than 2 hours before pickup | Late cancellation fee may apply for self-pay clients |
| No-show (driver arrives, passenger unavailable) | No-show fee may apply; Medicaid riders subject to plan rules |
| Driver no-show or significant delay (>30 min) | No charge to passenger; ride credited or rescheduled |
Passengers with recurring appointments (dialysis, therapy, etc.) may establish a standing schedule. Cancellations to recurring rides must be communicated as early as possible, and no later than 2 hours before the scheduled pickup.
To cancel or modify a booking, call us at +1 (469) 345-4811 or email support@carevionmobility.com. Cancellations made in advance help us serve other passengers efficiently.
Passengers are expected to conduct themselves respectfully and safely at all times during Carevion transportation. The following rules apply to all passengers and any accompanying companions:
Be ready at the scheduled pickup time. Drivers will wait up to 10 minutes before the ride is marked as a no-show.
All passengers must wear seatbelts at all times. Wheelchair users must have their chair properly secured before departure.
Treat drivers and staff with courtesy and respect. Verbal or physical abuse toward drivers will result in immediate termination of the trip.
Smoking, vaping, and use of tobacco products are strictly prohibited in all Carevion vehicles at all times.
Passengers who appear intoxicated or under the influence of illegal substances may be refused service for the safety of all.
Passengers are liable for any damage caused to Carevion vehicles during their trip due to negligence or intentional misconduct.
Carevion reserves the right to refuse or terminate service to any passenger who violates these conduct standards or who poses a safety risk to drivers or other passengers. Passengers who cause damage to vehicles may be billed for repair costs.
You are responsible for providing accurate insurance and billing information at the time of booking. Providing false insurance information may result in denial of service and may constitute insurance fraud, which is a serious criminal offense.
Self-pay rates are based on trip distance, service type, and vehicle requirements. All rates are communicated clearly before your trip is confirmed. There are no hidden fees, surge pricing, or surprise charges. A rate schedule is available upon request by calling +1 (469) 345-4811.
One (1) accompanying companion or caregiver may ride free of charge on any trip. Additional passengers beyond one companion may be subject to additional fees depending on vehicle capacity and service type.
Billing Disputes: If you believe you have been incorrectly billed, contact us within 30 days of the billing date at support@carevionmobility.com. We will investigate and resolve all billing disputes promptly and fairly.
Carevion carries commercial liability insurance and is responsible for providing safe, reliable transportation services as described in these Terms. We are committed to the safety and wellbeing of every passenger we serve.
To the maximum extent permitted by applicable law, Carevion's liability for any claim arising from our services shall not exceed the cost of the individual trip in question. Carevion shall not be liable for:
Carevion shall not be held liable for failure to perform services due to circumstances beyond our reasonable control, including but not limited to: natural disasters, government orders, severe weather conditions, public health emergencies, or infrastructure failures.
Nothing in these Terms limits our liability for gross negligence, willful misconduct, or death or personal injury caused by our fault. Your statutory rights as a consumer are not affected by these limitations.
Medicaid Non-Emergency Medical Transportation (NEMT) is available for eligible members traveling to covered medical appointments. Coverage is subject to your specific Medicaid plan's rules and requirements, including prior authorization where required.
Submitting false insurance or Medicaid information, booking trips that are not medically necessary for the purpose of obtaining covered transportation, or any other form of insurance or Medicaid fraud is strictly prohibited and may result in immediate termination of services, reporting to authorities, and legal action.
If you have more than one insurance plan, you are required to inform us of all applicable coverage. We will coordinate billing appropriately in accordance with standard coordination of benefits rules.
The safety of our passengers is our highest priority. If at any point during a trip you feel unsafe, please speak with the driver or call our office immediately at +1 (469) 345-4811. For medical emergencies, call 911 first.
Zero Tolerance Policy: Carevion has a zero-tolerance policy for discrimination, harassment, or abuse of any kind — whether directed at passengers by drivers or at drivers by passengers. Any violations will be addressed swiftly and may result in termination of services or legal action.
Carevion reserves the right to suspend or permanently terminate transportation services to any individual at our sole discretion, including but not limited to the following circumstances:
In cases of immediate safety risk, service may be terminated mid-trip. Carevion will make reasonable efforts to ensure the passenger's safety in such circumstances, including contacting emergency services if necessary.
Passengers who have been suspended may appeal the decision by contacting our management team at support@carevionmobility.com within 14 days.
These Terms and Conditions shall be governed by and construed in accordance with the laws of the State of Texas, United States of America, without regard to its conflict of law provisions.
In the event of any dispute arising from or relating to these Terms or our services, we encourage you to contact us first to resolve the matter informally. Most concerns can be addressed by calling +1 (469) 345-4811 or emailing support@carevionmobility.com.
If informal resolution is not possible, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA), conducted in Texas. Each party shall bear its own costs of arbitration unless otherwise awarded by the arbitrator.
You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. You waive your right to participate in any class action lawsuit or class-wide arbitration against Carevion.
If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary so that the remaining Terms shall continue in full force and effect.
If you have any questions, concerns, or need clarification regarding these Terms and Conditions, please contact us through any of the following channels:
Carevion reserves the right to modify these Terms at any time. When material changes are made, we will update the effective date at the top of this page and notify you where appropriate. Your continued use of our services after any changes constitutes your acceptance of the updated Terms.
We encourage you to review these Terms periodically. If you do not agree with any changes, you should discontinue use of our services and contact us to discuss your options.