1. Agreement to Terms
By booking or using the services provided by Dream Care Rides LLC ("Company"), you confirm that you have read, understood, and agree to these Terms and Conditions ("Terms"). If you do not agree with any part of these Terms, please do not use our services.
2. Eligibility
You confirm that you are at least 18 years of age or have obtained explicit consent from a parent or legal guardian to use our services. You agree to provide accurate and complete information during the booking process.
3. Scope of Services
Dream Care Rides LLC provides Non-Emergency Medical Transportation (NEMT) services, including:
- Ambulatory Transportation: For passengers requiring minimal assistance.
- Wheelchair Transportation: Vehicles equipped for standard, XL, and reclining Broda chairs.
- Stretcher Transportation: For passengers requiring a lying-down position.
- Special Assistance: Options including curb-to-curb, door-to-door, or door-through-door service.
Services are subject to availability. We do not provide emergency medical transportation or transport for life-critical situations.
4. Booking and Payment
Booking Requirements: Please book at least 72 hours in advance. Same-day requests are subject to availability and may incur additional fees.
Payment: Full payment is required at the time of booking via major credit or debit cards on our secure platform. A confirmation is sent via email or text upon successful payment.
Accuracy: You are responsible for ensuring that all booking details (pickup, drop-off, timing, and special requirements) are correct. Changes on the day of service may incur additional fees.
5. Passenger & Driver Conduct and Cleanup
Passenger Conduct: All passengers must treat drivers, staff, and fellow passengers with respect. Prohibited behaviors include smoking, alcohol or substance use, and harassment.
Driver Conduct & Service Quality: Our drivers are expected to provide courteous, safe, and professional service. For any concerns, please contact customer support.
Cleanup: Passengers are expected to maintain the cleanliness of the vehicle. Excessive mess may result in a cleanup fee ranging from $50 to $250.
Passenger Damage: Passengers are responsible for any damage caused to the vehicle or its equipment during the ride. Additional charges may be applied for repair or replacement.
6. Cancellation, Refund, and Rescheduling Policy
Cancellation Terms:
- 48+ hours in advance: Full refund, minus a $25 fee for administration and processing.
- 24–48 hours in advance: 50% refund or a full digital ride credit (valid for 90 days).
- Less than 24 hours: No refund or ride credit. Repeated cancellations or no-shows may incur additional charges or suspension of service.
- Emergency (e.g., hospitalization or death): Full refund or ride credit with appropriate documentation.
Ride Credits: Issued as a digital credit usable within 90 days. They are non-transferable and not redeemable for cash.
Emergency Cancellations: For cancellations due to a medical emergency, hospitalization, or death, please email info@dreamcarerides.com with supporting documentation.
Running Late: Drivers will wait up to 15 minutes at the pickup location. If you are late without notifying us, the ride may be marked as a no-show and the full fare charged.
Service Disruptions: In case of cancellations or delays due to weather, traffic, or unforeseen issues, you will be notified immediately and may reschedule at no charge or receive a full refund.
Refund Processing: Refunds and ride credits are processed within 5–7 business days.
Unused Return Leg: For round-trip bookings, if the return leg is not used without prior notification, it will be treated as a no-show and the full fare charged.
Group Bookings: Cancellation terms apply individually unless stated otherwise.
Customer Assistance & Escalation: For questions regarding cancellations, contact customer support. Unresolved issues may be escalated to a manager.
7. Trip Options
We offer one-way, round, and multi-stop trips to meet your needs. Any modifications or unscheduled stops must be communicated at the time of booking. Return trip options such as 'Will Call' or 'Wait and Return' are available, subject to additional terms.
8. Special Requirements
Tailored Services: We provide specialized accommodations, such as stairs assistance, oxygen support, and bariatric transport. Please inform us of any special requirements during booking.
Medical Equipment: We are not liable for damage to personal medical equipment (e.g., wheelchairs, walkers, oxygen tanks) unless caused by proven negligence.
9. Transparent Pricing
Base Fare & Mileage: Our fare starts with a base rate plus mileage.
Additional Services: Extra services, such as stairs assistance or oxygen support, incur clearly communicated fees.
Detailed Receipts: A detailed breakdown of all charges is sent to the email provided during booking.
10. Payment Disputes and Billing Inquiries
For any questions about charges, billing discrepancies, or to dispute a payment, please contact our billing department at info@dreamcarerides.com or call our customer support. We will review your inquiry and respond within 10 business days.
11. Promotional Offers and Discounts
Any promotional codes, discounts, or ride credits offered are subject to specific terms and conditions, which will be clearly communicated at the time of the promotion. Promotional offers may have expiration dates and cannot be combined with other discounts unless explicitly stated.
12. Limitation of Liability
Service Interruptions: We are not liable for delays or disruptions due to weather, traffic, mechanical issues, or other events beyond our control.
Personal Items: We are not responsible for lost, stolen, or damaged personal items except where caused by proven negligence.
Maximum Liability: Our maximum liability is limited to the cost of the service provided.
13. Force Majeure
We shall not be liable for any failure or delay in performing our obligations if such failure or delay is caused by events beyond our reasonable control, including but not limited to natural disasters, severe weather, acts of government, or other events constituting a force majeure event.
14. Termination of Services
The Company reserves the right to suspend or terminate services to any customer who breaches these Terms, engages in repeated cancellations or no-shows, or behaves in a manner that endangers the safety or comfort of our staff and other passengers. Termination may be immediate and without prior notice.
15. Governing Law and Dispute Resolution
These Terms are governed by the laws of the State of Illinois. Any disputes arising from these Terms or our services shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA) in Springfield, Illinois. By using our services, you waive your right to participate in any class-action lawsuit.
16. Data Privacy, Confidentiality, and Security
Please review our Privacy Policy for details on how we collect, use, and protect your information. We use industry-standard security measures to safeguard your data. Your personal and booking information is treated as confidential and is retained only for as long as necessary to provide our services and comply with legal obligations.
17. Intellectual Property
All content on our website, including text, graphics, logos, images, and software, is the property of Dream Care Rides LLC or its content suppliers and is protected by United States and international copyright laws. No part of our website may be reproduced or transmitted in any form without our express written consent.
18. Video Surveillance and Audio Recording
Video Surveillance and Audio Recording: For the safety and security of our passengers and staff, our vehicles are equipped with video surveillance and audio recording systems.
Consent: By using our service, you consent to being recorded by these systems.
Purpose: Recordings are used solely for safety, incident investigation, and service quality improvement.
Privacy: Access to recordings is restricted to authorized personnel and may be disclosed as required by law.
Retention: Recordings are securely stored and retained in accordance with applicable legal requirements.
19. Contact Information
Dream Care Rides LLC
2501 Chatham Rd Suite R
Springfield, IL 62704
Phone: +1 (708) 505-6994
Email: info@dreamcarerides.com
2501 Chatham Rd Suite R
Springfield, IL 62704
Phone: +1 (708) 505-6994
Email: info@dreamcarerides.com
20. Frequently Asked Questions (FAQ)
Q: How do I cancel or reschedule my ride?
A: Contact us during normal business hours via phone or email using the contact information above.
A: Contact us during normal business hours via phone or email using the contact information above.
Q: What are ride credits?
A: Ride credits are issued in lieu of a refund and can be used for any future ride within 90 days. They are non-transferable and not redeemable for cash.
A: Ride credits are issued in lieu of a refund and can be used for any future ride within 90 days. They are non-transferable and not redeemable for cash.
Q: What happens if I’m running late?
A: Our drivers wait up to 15 minutes at the pickup location. If you are late without notifying us, the ride may be marked as a no-show and the full fare will be charged.
A: Our drivers wait up to 15 minutes at the pickup location. If you are late without notifying us, the ride may be marked as a no-show and the full fare will be charged.
Q: How long does it take to process refunds?
A: Refunds and ride credits are processed within 5–7 business days.
A: Refunds and ride credits are processed within 5–7 business days.
Q: What if I book a round-trip ride but fail to use the return leg?
A: If you fail to use your return leg without notifying us in advance, that segment will be treated as a no-show and the full fare for that leg will be charged.
A: If you fail to use your return leg without notifying us in advance, that segment will be treated as a no-show and the full fare for that leg will be charged.
Q: Who do I contact for billing disputes?
A: Please contact our billing department at info@dreamcarerides.com or call our customer support.
A: Please contact our billing department at info@dreamcarerides.com or call our customer support.
Q: Who do I contact if I have further questions?
A: Please reach out to our customer support using the contact information provided above.
A: Please reach out to our customer support using the contact information provided above.