Effective Date: January 25, 2026
ACCEPTANCE OF TERMS
By booking or using transportation services provided by Careway Transit (“Company,” “we,” “us,” or “our”), you (“Customer,” “you,” or “your”) agree to be bound by these Terms of Service and Cancellation Policy. If you do not agree to these terms, please do not use our services.
SERVICE DESCRIPTION
Careway Transit provides non-emergency medical transportation, wheelchair-accessible transportation, and related mobility services. Our services are designed to assist individuals who require specialized transportation to medical appointments, treatments, and other healthcare-related destinations.
BOOKING AND RESERVATIONS
Advance Booking:
Customers are encouraged to book services at least 48 hours in advance to ensure availability.
Same-Day Service:
Same-day requests are subject to availability and may incur additional fees.
Confirmation:
All bookings must be confirmed by Careway Transit via phone, email, or text message.
Accurate Information:
Customers must provide accurate pickup/drop-off locations, appointment times, and any special accommodation requirements at the time of booking.
CANCELLATION POLICY
Cancellation Notice Periods:
- 24+ hours advance notice: Full refund or no charge
- 12-24 hours advance notice: 50% cancellation fee
- 6-12 hours advance notice: 75% cancellation fee
- Less than 6 hours advance notice: 100% cancellation fee (full charge)
No-Show Policy:
Failure to be ready for pickup at the scheduled time constitutes a no-show and will result in a full charge for the scheduled service.
How to Cancel:
Cancellations must be made by calling our dispatch center at 617-766-1118. Email cancellations are accepted but must be confirmed by our staff.
Emergency Cancellations:
In cases of documented medical emergencies or hospitalizations, cancellation fees may be waived at the Company discretion with appropriate documentation.
Recurring Appointments:
For recurring appointment cancellations, each trip must be cancelled individually according to the notice periods above.
PAYMENT TERMS
Payment Methods:
We accept credit cards, debit cards, checks, and approved insurance billing.
Payment Due:
Payment is due at the time of service unless prior billing arrangements have been made.
Insurance Billing:
Customers using insurance must provide current insurance information and understand they are responsible for any amounts not covered by their insurance.
Late Payment:
Unpaid balances over 30 days may incur a late fee of $25 or 1.5% per month, whichever is greater.
Disputed Charges:
Any billing disputes must be raised within 30 days of service.
CUSTOMER RESPONSIBILITIES
Ready Time:
Customers must be ready for pickup at the scheduled time. Drivers will wait up to 10 minutes beyond the scheduled pickup time.
Accompaniment:
Customers requiring assistance must inform us during booking. One companion may travel at no additional charge if space permits.
Mobility Devices:
Customers must inform us of wheelchairs, walkers, or other mobility devices during booking to ensure proper vehicle assignment.
Behavior:
Customers and companions must behave respectfully toward drivers and staff. Abusive, threatening, or violent behavior will result in service termination.
Property Damage:
Customers are responsible for any damage to vehicles caused by themselves or their companions.
COMPANY RESPONSIBILITIES AND LIMITATIONS
Reasonable Efforts:
We will make reasonable efforts to provide on-time service but cannot guarantee exact pickup or arrival times due to traffic, weather, or unforeseen circumstances.
Vehicle Assignment:
We reserve the right to assign appropriate vehicles based on customer needs and availability.
Service Refusal:
We reserve the right to refuse service to anyone who poses a safety risk, is abusive, or violates these terms.
Route Decisions:
Drivers determine the most efficient route. Multiple passengers may share rides when appropriate.
DELAYS AND SERVICE INTERRUPTIONS
Weather and Traffic:
Services may be delayed or cancelled due to severe weather, road closures, or other conditions beyond our control.
Vehicle Issues:
In the event of vehicle mechanical issues, we will make reasonable efforts to provide alternative transportation.
Notification:
We will notify customers as soon as possible of any significant delays or service interruptions.
LATE CANCELLATIONS BY COMPANY
If Careway Transit cancels a scheduled trip with less than 2 hours notice (except for weather, emergencies, or vehicle breakdown), we will provide a full refund.
WAIT TIME POLICY
Medical Appointments:
For medical appointments, drivers will wait up to 30 minutes after the scheduled appointment end time at no additional charge.
Extended Wait Time:
Wait time beyond 30 minutes will be charged at $25 per 15-minute increment.
Return Trip Scheduling:
Customers should schedule return trips based on expected appointment duration. If an appointment runs significantly longer, customers must contact dispatch to reschedule their return trip.
ACCESSIBILITY AND ACCOMMODATIONS
We are committed to providing accessible transportation and will accommodate customers with disabilities in accordance with applicable laws, including the Americans with Disabilities Act (ADA).
PERSONAL BELONGINGS
Careway Transit is not responsible for personal belongings left in vehicles. Customers should ensure they have all belongings before exiting the vehicle.
LIABILITY AND INSURANCE
Insurance Coverage:
All vehicles are properly insured as required by law.
Return Trip Scheduling:
To the maximum extent permitted by law, Careway Transit liability is limited to the amount paid for the specific service in question.
Medical Emergencies:
Our drivers are not medical professionals. In case of medical emergency during transport, drivers will call 911.
PRIVACY AND CONFIDENTIALITY
We respect customer privacy and will protect personal and medical information in accordance with HIPAA and applicable privacy laws. Information will only be shared as necessary to provide services or as required by law.
MODIFICATIONS TO TERMS
We reserve the right to modify these Terms of Service and Cancellation Policy at any time. Changes will be effective upon posting to our website or notification to customers. Continued use of our services constitutes acceptance of modified terms.
COMPLAINTS AND DISPUTE RESOLUTION
Complaints:
Customer complaints should be directed to our Customer Service department at 617-766-1118 or info@carewaytransit.com
Resolution Process:
We will investigate all complaints and respond within 5 business days.
Escalation:
Unresolved complaints may be escalated to management.
GOVERNING LAW
These Terms of Service shall be governed by and construed in accordance with the laws of Massachusetts without regard to its conflict of law provisions.
SEVERABILITY
If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.
ENTIRE AGREEMENT
These Terms of Service and Cancellation Policy constitute the entire agreement between Careway Transit and the Customer regarding the use of our services.
CONTACT INFORMATION
For questions, bookings, cancellations, or complaints, please contact:
Careway Transit
Phone: 617-766-1118
Email: info@carewaytransit.com
Website: www.carewaytransit.com
