By booking a ride, riding with us, or using our website, you agree to these Terms & Conditions.
1. Our Services
Upward Transport LLC provides non-emergency medical transportation (NEMT) to medical appointments and other essential destinations, including ambulatory, wheelchair, bariatric (and stretcher coming soon) transportation within the DMV. We are not an emergency service. For a medical emergency, call 911.
2. Eligibility
Passengers must be medically stable enough to travel without medical monitoring. Anyone needing more help than our drivers provide, and all minors, must travel with a caregiver, guardian, or authorized adult.
3. Booking & Pickup
Rides must be scheduled in advance by phone or online booking. Clients are required to provide accurate information, including pickup location, destination, time, and any special assistance needed. We reserve the right to accept, modify, or decline bookings based on availability or safety.
4. Driver Assistance & Mobility Devices
Drivers help passengers in and out of the vehicle and secure wheelchairs and mobility devices, but do not provide medical care. Mobility devices must be in safe working condition and disclosed at booking. One caregiver may ride along for a fee and must be noted at booking.
5. Safety & Conduct
Passengers must wear seatbelts where applicable, allow devices to be secured, and follow the driver's safety instructions. Smoking, alcohol, drugs, and weapons are not allowed. We may refuse or end service for unsafe, abusive, or inappropriate behavior. Passengers may be charged for damage they cause to our vehicles.
6. Vehicle Cameras
Our vehicles may have interior and exterior cameras for safety and quality purposes. By riding with us, you agree to being recorded.
7. Cancellations & No-Shows
You may cancel at least 24 hours ahead. Private-pay riders may be charged 50% for late cancellations or no-shows, and repeated no-shows may lead to suspension of service. Rides funded by Medicaid, insurance, or a broker follow that program's rules.
8. Payment
Private pay rates are quoted at booking, and payment may be due before prior. For Medicaid, insurance, or broker-funded rides, we bill the program directly.
9. Personal Belongings
Passengers are responsible for their belongings. We are not liable for lost, damaged items or forgotten items.
10. Limitation of Liability
We are not responsible for delays or missed appointments caused by traffic, weather, or other events outside our control. To the extent permitted by law, we are not liable for indirect or consequential damages.
11. Text Messages (SMS)
By providing your mobile number and opting in, you agree to receive texts from Upward Transport LLC, such as ride confirmations, reminders, status updates, and customer service messages. Promotional offers, service updates, and marketing communications (only if you have opted in to receive marketing messages).
12. Contact Us
If you have questions about this Privacy Policy or how we handle your information, please contact us:
Upward Transport LLC
8401 Mayland Dr, Ste A,
Richmond VA 23294
Phone: (434) 810-9190
Email: Info@upwardtransportllc.com
