Terms of Service

1. Ride Requests vs. Confirmed Reservations

Submitting an online ride request form through this website or leaving a preliminary voicemail does not constitute an automatically confirmed reservation.

• Dispatch Verification: A reservation is only confirmed once our dispatch staff reviews vehicle availability, confirms pickup times and route details, and directly verifies the quote with the requester via telephone or confirmed email.
• Accurate Information: The requester is responsible for providing accurate passenger contact info, physical mobility requirements, and exact address specifics (e.g., building number, clinic suite, hospital wing).

2. Pricing, Mileage & Payment Policies

All fares are established on a transparent, predictable basis:

• Base Fares: Published standard base fares ($50 for Ambulatory sedan, $65 for Wheelchair van, and $150 for Gurney/stretcher) include the first 10 miles of travel.
• Mileage Beyond 10 Miles: Additional route mileage beyond the initial 10 miles is calculated based on exact road distance (estimated $3.50/mi for sedan, $4.00/mi for wheelchair van, and $5.50/mi for gurney) and confirmed prior to trip dispatch.
• Specialized Add-ons: Stair chair assistance (+$35 proposed) is subject to equipment and crew availability.
• No Online Payments: We do not collect credit card or payment information on this website. Fares are settled directly with dispatch or invoiced through contracted medical facilities.

3. Passenger Accommodations & Service Classifications

To ensure passenger comfort and vehicular safety, riders must be booked under the appropriate vehicle category:

One companion or family escort may ride alongside the passenger at no additional fee, provided seating space is available.

4. Cancellations, Delays & No-Shows

• Advance Cancellation: Cancellations made at least 2 hours prior to scheduled driver dispatch are processed at no charge.
• Late Cancellations & No-Shows: If a driver arrives at the scheduled pickup location and the rider cancels on-site or cannot be located after 15 minutes of reasonable attempts, a standard trip fee may apply.
• Will-Call Return Trips: For hospital discharges or outpatient procedures with uncertain completion times, will-call status allows the clinic to phone dispatch once the patient is signed out. Vehicle response times vary between 30 to 60 minutes based on active fleet locations.

5. Safety Regulations & Passenger Conduct

The safety of our riders, drivers, and the community is paramount:

• All passengers and escorts must wear seatbelts at all times during vehicle transit as required by California vehicle law.
• Wheelchair passengers must allow drivers to attach 4-point floor tie-downs and shoulder harness restraints prior to departure.
• Smoking, vaping, consumption of alcohol, or handling of hazardous materials inside transport vehicles is strictly prohibited.
• Drivers and dispatch reserve the right to decline or terminate transport in situations presenting immediate physical hazard, abusive conduct, or severe unmanaged communicable exposure.

6. Limitation of Liability & Force Majeure

While Real Medical Transport makes every effort to maintain punctual schedules, we are not liable for transit delays resulting from circumstances beyond reasonable operational control, including severe traffic congestion, highway closures, severe weather events, unforeseen vehicle mechanical breakdowns, or medical facility discharge delays.

Under no circumstances shall Real Medical Transport be liable for indirect, incidental, or consequential damages resulting from missed scheduled appointments.

7. Governing Law

These Terms are governed by and construed in accordance with the laws of the State of California, without regard to conflict of law principles. Any legal proceedings arising from these Terms or transit services shall be instituted in the state courts located in San Diego County or Los Angeles County, California.