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Terms and Conditions

Reliance Transport Solutions, LLC Non-Emergency Medical Transportation

Effective Date: 29 September 2025

Welcome to Reliance Transport Solutions, LLC ("Reliance Transport Solutions", “Company”, “we”, “our”, or “us”). By scheduling or using our transportation services, you agree to the following Terms and Conditions.

1. Nature of Services

Reliance Transport Solutions provides non-emergency medical transportation (NEMT) services.
We do not provide emergency medical services.

If you are experiencing a medical emergency, call 911 immediately.

2. Scheduling & Reservations

  • Rides must be scheduled at least [24/48] hours in advance unless otherwise approved.

  • Same-day service is subject to availability.

  • Accurate pickup/drop-off addresses and appointment times must be provided at booking.

  • Clients are responsible for providing correct contact information.

3. Cancellations & No-Show Policy

  • Cancellations must be made at least 24 prior to scheduled pickup.

  • Late cancellations may result in a cancellation fee of $15.

  • A “no-show” occurs if the passenger is not ready within15 minutes of arrival.

  • No-shows may result in full trip charges.

4. Payment Terms

  • Payment is due at the time of booking unless prior billing arrangements have been made.

  • We accept: Cash, Credit/Debit, Medicaid, Private Insurance, VA

  • Additional fees may apply for:

    • After-hours service

    • Extended wait times

    • Additional stops

    • Excessive cleaning

5. Passenger Responsibilities

For safety reasons, passengers agree to:

  • Be ready at the scheduled pickup time.

  • Wear seatbelts at all times.

  • Refrain from eating, smoking, or drinking while traveling.

  • Use proper mobility equipment if required.

  • Treat drivers with respect.

  • Follow all safety instructions.

6. Mobility & Assistance

  • Drivers provide door-to-door assistance unless otherwise specified.

  • Drivers are not permitted to provide medical care or lift passengers beyond safe handling limits.

  • If a passenger requires additional assistance, a caregiver may be required to accompany them.

7. Liability Disclaimer

Reliance Transport Solutions is not responsible for:

  • Missed appointments due to weather, traffic, or circumstances beyond our control.

  • Delays caused by incorrect pickup information.

  • Personal belongings left in vehicles.

  • Passengers ride at their own risk. We are fully insured and licensed in accordance with state regulations.

8. Privacy & Confidentiality

  • We respect client privacy and handle personal information in compliance with applicable privacy laws.

  • We maintain safeguards consistent with HIPAA regulations to protect patient health information.

  • Personal information will not be shared except as required for billing, insurance processing, or legal compliance.

9. Service Area

  • We provide transportation within:
    Bell county, Coryell county Lampasas county.

  • Trips outside this area may require prior approval and additional fees.

10. Weather & Unforeseen Circumstances

Safety remains our top priority. Service may be delayed or canceled due to:

  • Severe weather

  • Road closures

  • Mechanical issues

  • Government restrictions

11. Changes to Terms

  • We reserve the right to update these Terms and Conditions at any time. Updates will be posted on our website.

12. Contact Information

  • Reliance Transport Solutions, LLC
    Phone: 512-843-1673
    Email: reservations@reliancetransportsolutions.com

Monthly Plan Cancellation Policy

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Customers may cancel their monthly NEMT transportation plan by providing 30 days’ written notice. Cancellation requests must be submitted by email, direct message, phone call, or another method approved by Reliance Transport Solutions, LLC.

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Monthly plan fees are generally non-refundable once the monthly billing period has begun. Unused rides, missed rides, or rides canceled by the customer do not roll over into the following month.

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Scheduled rides must be canceled or rescheduled at least 24 hours before the scheduled pickup time. Cancellations made less than 24 hours in advance, repeated no-shows, or failure to be present at the scheduled pickup location may result in a cancellation or no-show fee, and may affect continued participation in the monthly plan.

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In the event of a medical emergency or other circumstances beyond the customer's reasonable control, Reliance Transport Solutions, LLC may waive or modify applicable cancellation fees.

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Reliance Transport Solutions, LLC reserves the right to suspend or terminate a monthly transportation plan for repeated no-shows, nonpayment, abusive or unsafe conduct, or other violations of the service agreement. Any outstanding balance for services already provided remains due and payable.

Privacy Policy

Reliance Transport Solutions, LLC, is committed to protecting the privacy and security of our clients’ personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our non-emergency medical transportation (NEMT) services or visit our website.

1. Information We Collect

We may collect the following types of information:

Personal Information

  • Full name

  • Address

  • Phone number

  • Email address

  • Date of birth

  • Emergency contact information

Medical & Transportation Information

  • Appointment locations and times

  • Mobility needs (wheelchair, stretcher, etc.)

  • Special assistance requirements

Insurance & Payment Information

  • Medicaid or insurance details

  • VA information

  • Payment method details

Website Information

  • IP address

  • Browser type

  • Pages visited

  • Contact form submissions

2. How We Use Your Information

We use collected information to:

  • Schedule and provide transportation services

  • Confirm appointments and communicate ride updates

  • Process payments and insurance claims

  • Improve customer service and operations

  • Comply with legal and regulatory requirements

We only collect information necessary to provide safe and effective transportation services.

3. HIPAA & Health Information

If we receive Protected Health Information (PHI), we maintain safeguards consistent with the Health Insurance Portability and Accountability Act (HIPAA).

Health information is used solely for transportation coordination, billing, and lawful operational purposes.

4. Information Sharing

We do not sell personal information.

We may share information only when necessary with:

  • Insurance providers or Medicaid (for billing)

  • Healthcare providers (for appointment coordination)

  • Government agencies as required by law

  • Technology vendors that help operate our scheduling or website systems

All third parties are expected to maintain confidentiality and security.

5. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your information, including:

  • Secure storage systems

  • Restricted employee access

  • Encrypted digital communications (when applicable)

While we strive to protect your information, no system can guarantee 100% security.

6. Your Rights

You may:

  • Request access to your personal information

  • Request corrections to inaccurate information

  • Ask questions about how your information is used

  • Withdraw consent where applicable

To exercise these rights, please contact us using the information below.

7. Cookies & Website Tracking

Our website may use basic cookies to:

  • Improve user experience

  • Track website performance

  • Enhance accessibility

You may adjust your browser settings to disable cookies.

8. Retention of Information

We retain information only as long as necessary to:

  • Provide services

  • Meet billing and insurance requirements

  • Comply with federal and Texas regulations

9. Children’s Privacy

Our services are not directed to children under 13 without parental or guardian involvement. We do not knowingly collect personal information from children without proper authorization.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on our website with a revised effective date.

ADA Accessibility Statement

At Reliance Transport Solutions, LLC, we are committed to providing safe, reliable, and accessible non-emergency medical transportation services in compliance with the Americans with Disabilities Act (ADA) and applicable Texas laws.

We believe every individual deserves equal access to transportation and healthcare services, regardless of disability.

Our Commitment to Accessibility

We strive to ensure that our services are accessible to individuals with:

  • Mobility impairments

  • Visual impairments

  • Hearing impairments

  • Cognitive disabilities

  • Other physical or medical conditions requiring accommodation

Accessible Transportation Services

To support our commitment, we provide:

  • Wheelchair-accessible vehicles (WAV)

  • Secure wheelchair tie-down systems

  • Assistance with boarding and exiting vehicles

  • Door-to-door service (within safety limits)

  • Service animals welcome at no additional charge

Our drivers are trained in passenger assistance techniques and disability awareness to ensure safe and respectful service.

Reasonable Modifications

Reliance Transport Solutions, LLC will make reasonable modifications to policies, practices, and procedures when necessary to avoid discrimination and ensure accessibility, unless doing so would:

  • Fundamentally alter the nature of our services

  • Create a direct threat to health or safety

Requests for reasonable modifications can be made at the time of booking or by contacting us directly.

Service Animals

Service animals are permitted in all vehicles in accordance with the ADA. Service animals must remain under the control of the passenger at all times.

Website Accessibility

We are committed to making our website accessible to all users, including individuals using screen readers or other assistive technologies. We aim to follow recognized accessibility standards and continuously improve usability for all visitors.

If you experience difficulty accessing any part of our website, please contact us for assistance.

Website Accessibility

We are committed to making our website accessible to all users, including individuals using screen readers or other assistive technologies. We aim to follow recognized accessibility standards and continuously improve usability for all visitors.

If you experience difficulty accessing any part of our website, please contact us for assistance.

Compliance

Reliance Transport Solutions, LLC operates in accordance with:

  • The Americans with Disabilities Act (ADA)

  • U.S. Department of Transportation (DOT) regulations

  • Applicable Texas state transportation regulations

We are dedicated to providing transportation services that are safe, dignified, and accessible to all members of our community.

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