Terms and Conditions

1. Acceptance of Terms

Welcome to Mediride. These Terms and Conditions ("Terms") govern your use of Mediride's non-emergency medical transportation services, our website at gomediride.com, and all related services. By booking a ride, using our services, or accessing our website, you agree to be bound by these Terms and our Privacy Policy.

Mediride LLC("we," "our," or "us") provides non-emergency medical transportation in the Minneapolis–St. Paul metropolitan area. We are a Minnesota Special Transportation Service (STS) provider, certificate #385451, USDOT #4392003.

If you do not agree to these Terms, please do not use our services or access our website.

2. Service Description

2.1 Transportation services we provide

• Scheduled transportation to and from medical appointments
• Dialysis treatment transportation
• Physical therapy and rehabilitation appointments
• Ambulatory (curb-to-curb) transportation
• Door-to-door assisted transportation

2.2 Services we do not provide

Mediride provides non-emergency, ambulatory transportation only. We do not provide:

• Emergency medical services — call 911 for emergencies
• Medical care, diagnosis, or treatment
• Ambulance services
• Wheelchair-accessible, stretcher, or bariatric transportation
• Transportation for passengers who cannot enter and exit a standard passenger vehicle with the assistance we provide
• Transportation for patients requiring continuous medical monitoring

Our Minnesota STS certification records our vehicle as not equipped for wheelchair or stretcher transport. If you require wheelchair, stretcher, or bariatric transportation, please tell us when you contact us and we will refer you to a provider who can help.

3. Booking and Reservations

3.1 How to book

• Calling (612) 888-1188 during business hours
• Requesting a ride through our website at gomediride.com
• Through your healthcare provider or a facility that has contracted with us

3.2 Advance notice

We recommend booking rides at least 24–48 hours in advance to ensure availability. Same-day bookings may be accommodated based on availability but are not guaranteed.

3.3 Information you must provide

• Your name and contact information
• Pickup location and time
• Destination address
• Any mobility assistance needs, so we can confirm our service is appropriate for you before the day of travel

Telling us about mobility needs is not optional. If a passenger cannot safely enter and exit a standard passenger vehicle, we are not the right provider, and we would rather say so in advance than leave someone stranded at a pickup.

4. Cancellations and Modifications

4.1 Cancellation policy

To cancel or modify a scheduled ride:

• Call (612) 888-1188 at least 2 hours before the scheduled pickup time
• Reply to your SMS appointment confirmation, if enrolled in SMS communications
• Email us at hello@gomediride.com

4.2 Late cancellations and no-shows

• Cancelled more than 2 hours before pickup — no charge, always
• Cancelled less than 2 hours before pickup — $20
• No-show, meaning the driver arrived and waited and there was no contact — $35, which is the base fare only. We do not charge mileage for a trip we did not drive

No fee applies in any of these cases:

• The clinic cancelled, rescheduled or moved the appointment
• You were admitted, held, or told to stay for a medical reason
• It is the first time — everyone gets one
• Severe weather made the trip unsafe

Medical situations change unexpectedly and clinics reschedule. Tell us as soon as you can and in most cases there is nothing to pay. After 3 no-shows within 90 days we ask for prepayment on future trips.

4.3 Waiting time

At pickup, the driver waits 15 minutes from the scheduled time at no charge. After that, with no contact from you, the trip is treated as a no-show. If you call or text us within that window we will wait — someone who needs a few more minutes is not a no-show.

For appointments under 45 minutes the driver can usually wait, and that is included in the fare. Longer appointments are booked either as two separate one-way trips or as will-call: you call when you are ready and we give you a realistic return window, usually 20 to 40 minutes. We would rather quote an honest window than promise an immediate pickup we cannot keep.

If your appointment runs over, we come back as soon as we can and there is no extra charge. A clinic running late is not something we will bill you for.

4.4 Companions and caregivers

One companion may ride with you at no extra charge. So that we can seat them safely:

• Book them in advance so the seat is there
• The companion must be able to get in and out of the vehicle without help — the driver assists the passenger, and cannot assist two people at once
• A second companion only if the vehicle seats them safely, so ask when booking
• A child companion needs a car seat provided and fitted by the family

5. Pricing and Payment

5.1 Service rates

Rates vary based on distance and service level, and are quoted at the time of booking. Facilities with a contracted arrangement are billed according to that agreement.

5.2 Payment methods

We accept:

• Private pay — credit card, debit card, or invoice
• Healthcare facility billing arrangements, where a facility has contracted with us directly

5.3 Insurance and Medical Assistance

Mediride does not currently bill insurance, Medical Assistance (Medicaid), or transportation brokers. Rides are arranged as private pay or through a contracted facility.

Minnesota Medical Assistance (Medicaid) does cover non-emergency medical transportation for eligible members. Mediride cannot bill Medicaid directly at this time. Call us and we will tell you honestly where your coverage stands and, if we are not the right fit, point you to a provider who can bill it.

6. SMS Text Message Communications

6.1 Overview

Mediride offers SMS text message communications for appointment confirmations, ride updates, and service notifications. Participation is optional and is not required to use our transportation services.

6.2 Consent

By providing your mobile phone number and opting in, you consent to receive SMS messages including appointment confirmations, driver en-route notifications, service updates, billing notifications, and customer service communications.

Consent to receive SMS messages is not a condition of purchasing or using Mediride's transportation services. SMS consent is not shared with third parties or affiliates for marketing purposes.

6.3 Message frequency

Frequency varies with your scheduled appointments. You may receive approximately 2–5 messages per scheduled ride.

6.4 Message and data rates

Message and data rates may apply. Standard messaging rates from your mobile carrier apply to each message sent and received. Mediride does not charge for SMS messages, but your carrier may charge according to your plan.

6.5 How to opt out

Reply STOP, END, CANCEL, UNSUBSCRIBE, or QUIT to any text message from Mediride. You may also opt out by:

• Calling (612) 888-1188 and requesting to opt out
• Emailing hello@gomediride.com with your phone number and opt-out request

After opting out you will no longer receive SMS messages, but may still receive important service communications by phone or email. Your transportation is not affected.

6.6 Help and support

Reply HELP to any text message from Mediride, or contact us at (612) 888-1188 or hello@gomediride.com. SMS services are available on major U.S. mobile carriers, which are not liable for delayed or undelivered messages.

7. Passenger Responsibilities

7.1 General conduct

As a passenger, you agree to:

• Be ready for pickup at the scheduled time and location
• Treat your driver with respect and courtesy
• Follow driver instructions regarding safety and vehicle rules
• Provide accurate information about mobility needs and assistance requirements
• Not engage in threatening, abusive, or inappropriate behavior
• Maintain cleanliness and not damage vehicle property

7.2 Prohibited items and behavior

• Smoking, vaping, or use of illegal substances
• Open containers of alcohol
• Weapons or dangerous items
• Verbal or physical harassment of your driver or other passengers
• Any behavior that compromises safety

8. Service Standards and Limitations

8.1 On-time performance

We aim to arrive within the scheduled pickup window. Traffic, weather, road conditions, and earlier trip delays can affect arrival times. We will notify you of significant delays whenever possible.

8.2 Service availability

Monday – Friday: 6:00 AM – 8:00 PM CT. Saturday – Sunday: 7:00 AM – 6:00 PM CT. Holiday hours may vary. Service may be limited or unavailable during severe weather or emergencies.

8.3 Service area

We serve the Twin Cities seven-county metro: Hennepin, Ramsey, Dakota, Anoka, Washington, Scott, Carver counties. Transportation outside this area may be available on request, subject to additional fees and availability.

9. Privacy and Data Protection

Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. We handle protected health information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and applicable Minnesota law.

10. Liability and Insurance

10.1 Insurance

Mediride carries commercial automobile liability insurance as required for Minnesota STS providers. A current certificate of insurance is available on request.

10.2 Limitation of liability

To the maximum extent permitted by law, Mediride's liability for any claim arising from our transportation services is limited to the amount paid for the specific ride giving rise to the claim. We are not liable for indirect, incidental, consequential, or punitive damages. This limitation does not apply to claims arising from our gross negligence or willful misconduct, or to any liability that cannot be limited under Minnesota law.

10.3 Personal property

Mediride is not responsible for loss, theft, or damage to personal property left in vehicles. Please check you have all belongings before exiting. We will make reasonable efforts to return lost items if reported promptly.

11. Intellectual Property

All content on the Mediride website — text, graphics, logos, images, and software — is the property of Mediride LLC or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not use, reproduce, or distribute our content without written permission.

12. Dispute Resolution

12.1 Complaints and concerns

Please contact us at (612) 888-1188 or hello@gomediride.com. We will investigate and respond promptly.

12.2 Governing law

These Terms are governed by the laws of the State of Minnesota, without regard to conflict of law principles. Any legal action arising from these Terms or our services must be brought in the state or federal courts located in Hennepin County, Minnesota.

13. Modifications to These Terms

We may update these Terms to reflect changes in our services, legal requirements, or business practices. The "Last updated" date above indicates when they were last modified. Material changes will be communicated by email, SMS, or prominent notice on our website. Continued use of our services after a change constitutes acceptance.

14. Termination

We reserve the right to refuse service or end our relationship with you if you violate these Terms, behave in a way that threatens the safety of a driver or other passengers, or for any other lawful reason at our discretion.

15. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect.

16. Contact Information

By using Mediride's services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.