Terms, Policies & Service Disclosures

Last Updated: May 22, 2026

Company: Cali Care Transportation

Website: www.calicaretransportation.com

Phone: (909) 714-4262

Email: calicare909@gmail.com

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Cali Care Transportation is committed to providing safe, reliable, compassionate non-emergency medical transportation for riders, families, caregivers, and healthcare partners. These Terms, Policies & Service Disclosures explain how our services work, what information we need to schedule transportation properly, and what clients and facility partners should know before booking a ride.

By requesting, scheduling, authorizing, or using transportation with Cali Care Transportation, you agree to the policies below.

 

Overview

Cali Care Transportation provides non-emergency medical transportation for individuals who need assistance getting to and from healthcare appointments, medical facilities, homes, senior communities, care facilities, and other approved destinations.

Our services may include ambulatory transportation, wheelchair transportation, gurney or stretcher transportation, facility discharge transportation, recurring appointment transportation, and related non-emergency transportation services.

Our goal is to make each ride as safe, comfortable, and well-coordinated as possible. To do that, we rely on accurate information from riders, families, caregivers, and facility staff before the ride is confirmed.

These policies apply to all riders, family members, caregivers, representatives, private-pay clients, healthcare facilities, case managers, discharge planners, and anyone who requests or authorizes transportation with Cali Care Transportation.

 

Non-Emergency Transportation Only

Cali Care Transportation provides non-emergency medical transportation only.

We are not an ambulance service and do not provide emergency medical care, paramedic services, medical treatment, diagnosis, clinical monitoring, medication administration, or medical advice.

If the rider is experiencing a medical emergency, severe pain, difficulty breathing, chest pain, uncontrolled bleeding, loss of consciousness, stroke symptoms, severe confusion, or any urgent medical condition, please call 911 immediately.

By booking with Cali Care Transportation, the person requesting transportation confirms that the trip is non-emergency in nature and that the rider is appropriate for non-emergency transportation.

If our team believes a rider may require emergency care or a higher level of medical transport, we may recommend calling 911 or arranging ambulance-level transportation instead.

 

Booking & Ride Request Requirements

To schedule a ride correctly, Cali Care Transportation may ask for basic transportation details such as the rider's name, contact information, pickup location, drop-off location, appointment time, requested pickup time, mobility needs, and any special access considerations.

Depending on the ride, we may also need to know whether the rider uses a wheelchair, walker, scooter, gurney, stretcher, portable oxygen, or other mobility equipment. We may also ask about stairs, ramps, elevators, narrow hallways, gated entries, facility discharge timing, or whether a caregiver or companion will be present.

The person requesting transportation is responsible for providing accurate and complete information. If the actual ride need is different from what was scheduled, we may need to adjust the vehicle, staffing, timing, pricing, or service plan.

Please do not submit unnecessary medical history, diagnosis details, medical records, Social Security numbers, insurance numbers, or other sensitive information through website forms unless specifically requested for transportation coordination.

A ride request is not confirmed until Cali Care Transportation confirms availability, timing, transportation type, and pricing.

 

Rider Readiness & Pickup Conditions

To help every ride run smoothly, riders should be ready at the scheduled pickup time.

Before pickup, please make sure the rider is prepared for transport, mobility equipment is available, personal belongings are gathered, building access is clear, and any necessary caregiver or facility staff support is available.

For facility discharges, the rider should be released or close to release when transportation arrives. Delays caused by discharge paperwork, medication pickup, room release, or unavailable staff may result in wait-time charges or scheduling adjustments.

If the pickup location is unsafe, inaccessible, materially different from what was described during booking, or requires assistance beyond the scheduled service, Cali Care Transportation may need to modify, delay, or reschedule the ride for safety.

 

Mobility Equipment, Wheelchair & Gurney Transport

Cali Care Transportation provides transportation based on the rider's mobility needs, the assigned vehicle, equipment compatibility, staffing, and safety conditions.

Services may include ambulatory transportation, wheelchair transportation, gurney or stretcher transportation, and transportation involving walkers, canes, crutches, scooters, portable oxygen, or other mobility-related equipment when appropriate.

It is important that the correct mobility level is shared before the ride is scheduled. For example, a rider scheduled as ambulatory may need a different service if they actually require wheelchair, gurney, stretcher, stair, bariatric, or additional assistance.

Wheelchairs, scooters, and mobility devices should be in safe working condition. If equipment appears unsafe, damaged, unstable, or incompatible with safe transportation, we may need to adjust the ride plan.

For gurney or stretcher transportation, the rider must be appropriate for non-emergency transportation and must not require ambulance-level care, continuous clinical monitoring, or emergency medical support.

 

Stairs, Access & Safety Limitations

Stairs, steep driveways, narrow hallways, uneven walkways, gravel, damaged pavement, tight corners, gated entries, broken elevators, or cluttered spaces can affect whether transportation can be completed safely.

Please disclose any stairs, steps, difficult access points, elevator issues, gate codes, long walking distances, or unusual pickup/drop-off conditions before the ride is confirmed.

Additional assistance, stairs, difficult access, extra staff, or extended time may affect availability and pricing.

Cali Care Transportation may decline, modify, or reschedule a ride if the access conditions create a safety concern for the rider, driver, equipment, or transport team.

 

Companions, Caregivers & Attendants

A family member, caregiver, companion, or attendant may ride with the rider when space, safety, vehicle configuration, and scheduling allow.

Some riders may need a responsible caregiver or attendant present if they require supervision, personal care, communication support, behavioral support, decision-making assistance, or medical observation during the trip.

Cali Care Transportation drivers and transport staff do not replace caregivers, nurses, aides, or medical attendants.

Please let us know in advance if someone will be accompanying the rider so we can plan appropriately.

Portable Oxygen, Medical Equipment & Personal Belongings

Portable oxygen and personal medical equipment may be transported when appropriate and disclosed in advance.

The rider, caregiver, or responsible party is responsible for making sure oxygen, medication, medical devices, personal bags, documents, and belongings are prepared and ready for the ride.

Cali Care Transportation does not administer oxygen, adjust oxygen flow, manage medication, operate medical devices, or provide clinical monitoring.

Personal belongings remain the responsibility of the rider or responsible party. If an item is left behind, we will make reasonable efforts to help return it.

 

Cancellations, No-Shows, Wait Time & Delays

Cali Care Transportation understands that medical appointments, discharges, and care needs can change. We ask clients and facility partners to notify us as early as possible if a ride needs to be changed or canceled.

Cancellation fees, no-show fees, wait-time charges, same-day booking fees, after-hours fees, or special-assistance fees may apply depending on the ride and circumstances.

A no-show may occur when the rider is not available, the pickup location is incorrect or inaccessible, the rider refuses transportation, facility staff cannot release the rider, the requester cannot be reached, or the transportation need is different from what was scheduled.

Wait-time charges may apply when the driver or transport team must wait beyond the included pickup window because the rider, caregiver, facility, appointment office, discharge team, or responsible party is not ready.

We make reasonable efforts to arrive on time, but exact arrival and appointment times cannot be guaranteed. Traffic, weather, road conditions, facility delays, prior ride delays, safety issues, and circumstances outside our control may affect scheduling.

 

Payments, Refunds & Billing

Payment terms may vary depending on whether the ride is private-pay, facility-contracted, recurring, prepaid, invoiced, or arranged through another approved payment method.

Private-pay rides may require payment, deposit, or card authorization before transportation is confirmed.

Pricing may depend on transportation type, distance, pickup and drop-off location, mobility level, wheelchair or gurney needs, wait time, stairs or access challenges, additional assistance, same-day requests, after-hours requests, long-distance transportation, or facility coordination.

Quoted rates are based on the information provided at booking. If the actual ride requires a different service, vehicle, staff level, or amount of time, pricing may be adjusted.

Refunds, credits, or billing adjustments may be reviewed on a case-by-case basis. Refunds are not guaranteed for completed rides, late cancellations, no-shows, wait time, incorrect booking information, or failed pickups caused by circumstances outside our control.

Unless confirmed in writing, Cali Care Transportation does not guarantee that a ride will be covered by Medicare, Medi-Cal, Medicaid, private insurance, workers' compensation, or any third-party payer. The person or organization requesting service is responsible for payment unless other written arrangements have been approved.

 

Facility Partner & Discharge Coordination

Cali Care Transportation works with healthcare facilities, skilled nursing facilities, assisted living communities, hospice providers, dialysis centers, hospitals, case managers, discharge planners, social workers, and other care partners.

To coordinate facility rides properly, we may need the rider's pickup location, destination, transportation type, mobility level, facility contact person, discharge timing, equipment needs, and any access instructions.

For discharges, facilities should make reasonable efforts to have the rider ready when transportation arrives. Discharge paperwork, prescriptions, belongings, and release instructions should be completed or close to completion before pickup.

Facility delays, discharge delays, unavailable staff, incomplete paperwork, delayed medications, or last-minute changes may result in wait time, rescheduling, or additional charges.

Facility partners should avoid sending unnecessary medical records, diagnosis details, or protected health information unless needed for transportation coordination and permitted by applicable law or agreement.

Separate facility agreements, account terms, invoicing rules, and recurring transportation procedures may apply.

 

Driver Assistance Limitations

Cali Care Transportation drivers and transport staff provide transportation-related assistance within the scope of non-emergency medical transportation.

This may include reasonable assistance with boarding, exiting, wheelchair securement, gurney positioning, door-to-door support, and safe movement connected to the ride.

Drivers do not provide emergency medical care, medical treatment, diagnosis, medication administration, wound care, toileting, bathing, dressing, personal hygiene services, clinical monitoring, or medical decision-making.

Drivers also cannot perform unsafe lifting, move furniture, enter unsafe areas, or provide services beyond the assigned transportation scope.

If a rider requires personal care, medical supervision, or assistance beyond transportation support, a caregiver, attendant, nurse, or appropriate medical provider should be arranged separately.

 

Service Animals & Pets

Service animals are permitted as required by applicable law.

Please notify Cali Care Transportation in advance if a service animal will accompany the rider so we can plan the ride safely.

Service animals must remain under control and must not interfere with rider safety, equipment securement, staff safety, or vehicle operation.

Pets and emotional support animals may be allowed with prior approval, depending on vehicle availability, safety, sanitation, and trip circumstances.

 

Reviews, Testimonials, Photos & Media

Cali Care Transportation appreciates reviews, testimonials, photos, and feedback from riders, families, caregivers, and facility partners.

We do not knowingly publish private rider information, medical details, trip details, protected health information, or identifying patient information for marketing purposes without appropriate consent.

Public reviews may be used in marketing materials when they are shared truthfully, respectfully, and in a way that protects privacy where appropriate.

Some names or identifying details may be shortened or withheld to respect privacy.

Please do not submit photos, videos, testimonials, or reviews that include medical records, patient charts, room numbers, treatment details, private health information, or other confidential information.

 

AI-Assisted or Illustrative Content Disclosure

Some images, graphics, videos, or marketing materials used by Cali Care Transportation may be staged, licensed, AI-assisted, digitally edited, or illustrative.

These materials may be used to help explain the types of transportation situations we support, such as wheelchair transportation, gurney transportation, home pickup, facility pickup, caregiver coordination, or discharge transportation.

Unless clearly stated otherwise, illustrative or AI-assisted content should not be interpreted as showing actual patients, actual medical events, actual trip details, actual facilities, actual medical records, or protected health information.

Cali Care Transportation does not use AI-assisted content to create fake patient stories, false reviews, fabricated medical outcomes, or misleading claims about our services.

 

Complaints, Concerns & Disputes

Cali Care Transportation takes service concerns seriously and encourages riders, families, caregivers, and facility partners to contact us directly if something needs attention.

Concerns may involve scheduling, billing, ride experience, safety, lost items, accessibility, communication, or service quality.

When contacting us, please include your name, contact information, date of service, pickup or drop-off city, and a general description of the issue.

Please avoid sending unnecessary medical records, diagnosis details, or private health information unless specifically requested and appropriate for resolving the matter.

We will review concerns in good faith and work to resolve them professionally based on the available information.

 

Changes to These Terms

Cali Care Transportation may update these Terms, Policies & Service Disclosures from time to time.

Updates may reflect changes in our services, pricing, booking process, technology, safety procedures, legal obligations, or business operations.

The updated version will be posted on this page with a revised "Last Updated" date. Continued use of our services after updates are posted means you accept the updated terms.

 

Contact Information

For questions about these Terms, Policies & Service Disclosures, or to request help with a ride, billing matter, service concern, or accessibility issue, please contact:

Cali Care Transportation

Phone: (909) 714-4262

Email: calicare909@gmail.com

Website: www.calicaretransportation.com

For emergencies, call 911. Cali Care Transportation does not provide emergency ambulance services or emergency medical care.