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Terms and Conditions

Last Updated: January 10, 2025

1. Agreement to Terms

1.1 Acknowledgment

By booking or using our services, you confirm that you have read, understood, and agreed to these Terms. These Terms constitute a legally binding agreement between you and Dream Care Rides LLC. If you do not agree to these Terms, you are not permitted to use our services

1.2 Eligibility:

You represent and warrant that you are at least 18 years of age or have obtained explicit consent from a parent or legal guardian to use our services. It is your responsibility to ensure all information provided during booking is truthful and accurate.

1.3 Modifications:

Dream Care Rides LLC reserves the right to update or amend these Terms at its sole discretion. Updated Terms will take effect upon posting on our official website. Continued use of our services following any changes constitutes acceptance of the updated Terms. If you have questions or concerns regarding the Terms, you are encouraged to contact the Company at info@dreamcarerides.com before proceeding with your booking.

2. Scope of Services

2.1 Description of Services:

Dream Care Rides LLC provides Non-Emergency Medical Transportation (NEMT) services designed to meet various mobility and accessibility needs, including:

  • Ambulatory Transportation: For passengers requiring minimal assistance.
  • Wheelchair Transportation: Equipped vehicles that accommodate standard, XL, and reclining Broda chairs, ensuring safe boarding and transit.
  • Stretcher Transportation: Secure transport for passengers needing to remain in a lying-down position during transit.
  • Assistance Levels: Tailored levels of support, including curb-to-curb, door-to-door, and door-through-door options.

2.2 Service Availability:

Services are subject to availability and operational capacity. While the Company strives to fulfill all bookings as scheduled, factors such as vehicle maintenance, traffic conditions, or high demand may impact availability.

2.3 Service Limitations:

  • Dream Care Rides does not provide emergency medical services or transport for life-critical situations.
  • Transportation is limited to safe and accessible locations. If a destination is deemed unsafe or inaccessible, the service may be modified, delayed, or canceled.
  • The Company is not responsible for delays caused by factors outside its control, including traffic, weather, or road conditions.

2.4 Passenger Responsibility:

Passengers must disclose all relevant details during booking, including mobility aids, health conditions, or special accommodations. Failure to do so may result in service adjustments or additional fees.

3. Booking and Payment

3.1 Booking Requirements:

  • Customers are required to book their trips at least 72 hours in advance to ensure availability.
  • Same-Day Requests: Same-day bookings may be accommodated based on availability but are not guaranteed. Additional fees may apply for expedited scheduling.

3.2 Payment Terms:

  • Full Payment: The full trip cost is required at the time of booking to secure the reservation.
  • Payment Methods: Payments can be made via major credit or debit cards through our secure online payment platform. Cash or other forms of payment are not accepted.

3.3 Confirmation:

  • A trip is considered confirmed only upon successful receipt of payment and issuance of a confirmation notice via email or text message.
  • Customers must review the confirmation details for accuracy.

3.4 Flat-Rate Pricing:

  • The price provided during booking is a flat rate that covers the standard trip, including mileage, driver assistance, and basic accommodations.
  • Additional fees may apply for special requests, excessive waiting time, or changes to the booking details after confirmation.

3.5 Responsibility for Accuracy:

  • Customers are responsible for ensuring the accuracy of all booking details, including pickup and drop-off locations, timing, and passenger requirements.
  • Any discrepancies or changes on the day of service may result in delays, additional fees, or rescheduling, subject to a $100 trip charge.

3.6 Cancellation and Refunds:

Payment is non-refundable except as specified in the Cancellation, Refund, and Rescheduling Policy (refer to Section 6).

4. Passenger Conduct Policy

4.1 Respectful Behavior:

Passengers are required to conduct themselves respectfully toward drivers, Company staff, and other passengers during all interactions.

4.2 Prohibited Activities:

The following behaviors are strictly prohibited during service:

  • Smoking, consuming alcohol, or using illegal substances in the vehicle.
  • Engaging in verbal or physical abuse, harassment, or threatening behavior.
  • Tampering with or damaging the vehicle, its equipment, or other property.

4.3 Termination of Service:

Drivers have the authority to terminate a trip immediately if a passenger’s behavior jeopardizes the safety, comfort, or integrity of the service. In such cases, no refunds or credits will be issued.

4.4 Liability for Damages:

Passengers are responsible for any damage to the vehicle, equipment, or property caused by their actions, whether intentional or accidental. The Company will assess a cleanup or repair fee as needed, ranging from $50 to $250, depending on the severity of the damage.

5. Cleanup Fee Policy

5.1 Cleanliness Expectations:

Passengers are expected to maintain the cleanliness of the vehicle during their trip. This ensures a pleasant and hygienic environment for subsequent passengers.

5.2 Liability for Cleaning or Damages:

If a passenger causes spills, stains, odors, or other damage to the vehicle requiring cleaning or repairs, the Customer will be charged a cleanup fee.

5.3 Fee Range:

Cleanup fees will be assessed based on the severity of the issue and may range from $50 to $250. This includes but is not limited to:

  • Spilled liquids or food.
  • Bodily fluids or odors.
  • Damage to upholstery, fixtures, or equipment.

5.4 Assessment and Billing:

The driver will document the damage with photographs, and the Customer will be notified of the charges. The fee will be charged to the payment method on file or billed to the Customer directly.

5.5 Prevention Tips:

To avoid cleanup fees, passengers are encouraged to:

  • Avoid eating or drinking in the vehicle unless medically necessary.
  • Ensure personal items are securely stored to prevent spills or damage.
  • Notify the driver immediately if an accidental spill occurs.

6. Cancellation, Refund, and Rescheduling Policy

6.1 Cancellation Policy:

  • No Refunds: Payments for booked trips are non-refundable.
  • Credit for Future Use: If a trip is canceled, the full value of the trip will be issued as a one-time credit that must be used within 90 days of the original booking date.

6.2 Rescheduling Policy:

  • More Than 48 Hours in Advance: Rescheduling requests made more than 48 hours before the scheduled trip will be accommodated without additional fees, and the trip value will be fully credited toward the rescheduled booking.
  • Within 48 Hours of the Trip: Rescheduling requests made less than 48 hours before the trip will incur a $25 rescheduling fee, which will be added to the trip cost.

6.3 No-Show Policy:

  • Drivers will wait up to 15 minutes at the designated pickup location. If the passenger does not appear within this time, the trip will be marked as a "No-Show," and the full trip cost will be forfeited.

6.4 Discrepancies and Errors:

  • If incomplete or inaccurate information is provided during booking, resulting in service adjustments or delays, additional fees may apply. The trip may be rescheduled, and a $100 trip charge will be applied.

6.5 How to Cancel or Reschedule:

  • Cancellation or rescheduling requests must be submitted in writing via email to info@dreamcarerides.com. The Company will process requests promptly and provide confirmation of the updated trip status.

7. Trip Options

7.1 One-Way Trips:

  • A direct transportation service from the pickup location to the specified destination.

7.2 Round Trips:

  • Includes transportation to the destination and back to the original pickup location or another specified location. Return timing must be specified during booking, or the "Will Call" option can be selected.

7.3 Multi-Stop Trips:

  • Designed for passengers needing to make multiple stops during a single trip, such as doctor’s appointments, pharmacy visits, or other errands.
  • The number of stops and estimated waiting time must be disclosed at the time of booking to allow proper scheduling. Additional fees may apply for extended waiting times or unscheduled stops.

7.4 Return Options:

  • Will Call: Notify the Company when ready for pickup. A driver will arrive within 60 minutes, subject to availability.
  • Wait and Return: The driver will remain on-site for short appointments. A $25 waiting fee applies for the first 15 minutes, with additional waiting time charged in 15-minute increments.

7.5 Special Accommodations:

  • The Company provides tailored services to meet unique trip needs, such as stair assistance or special equipment handling. Any special accommodations must be disclosed at the time of booking and may incur additional fees.

7.6 Unscheduled Stops or Modifications:

  • Unscheduled stops or changes to the trip itinerary on the day of service are not permitted unless pre-approved. Any such modifications may result in additional charges or delays.

8. Special Requirements

8.1 Tailored Services:

Dream Care Rides provides specialized accommodations to meet the unique needs of passengers. These include:

  • Stair Assistance: Safe navigation for passengers with limited mobility using ramps or stair chairs.
  • Oxygen Support: Transportation for passengers requiring portable oxygen tanks. Passengers must ensure their equipment is operational and safe for transport.
  • Bariatric Transport: Vehicles equipped to accommodate passengers requiring extra space or specialized equipment.

8.2 Companions and Personal Attendants:

  • Passengers are allowed to bring one companion or personal care attendant at an additional cost, provided it is disclosed during booking.
  • The companion or attendant is expected to adhere to all passenger conduct policies outlined in Section 4.

8.3 Pre-Approval for Special Needs:

  • Any special accommodations or requirements must be disclosed at the time of booking to ensure proper resources and vehicles are allocated.
  • Failure to disclose special requirements may result in delays, rescheduling, or additional fees.

8.4 Medical Equipment:

  • The Company is not liable for damage to passenger-provided medical equipment (e.g., wheelchairs, walkers, oxygen tanks) unless caused by negligence during transport.
  • Failure to disclose special requirements may result in delays, rescheduling, or additional fees. Passengers are responsible for ensuring that all medical equipment is safe, operational, and compliant with transport regulations.

9. Pricing Transparency

9.1 Flat-Rate Pricing:

Dream Care Rides offers flat-rate pricing that includes:

  • Pickup and drop-off at the specified locations.
  • Mileage allowance as agreed upon during the booking process.
  • Standard driver assistance based on the requested service level (e.g., curb-to-curb, door-to-door, or door-through-door).

9.2 What Pricing Includes:

The flat rate for a trip covers:

  • Transportation from the designated pickup location to the destination.
  • Standard wait time during loading and unloading.
  • Use of standard vehicle equipment, such as wheelchair lifts or stretchers.

9.3 Additional Charges:

Additional fees may apply for services beyond the flat rate, including but not limited to:

  • Wait and Return: For shorter appointments, drivers can remain on-site and wait for the passenger. A $25 waiting fee applies for the first 15 minutes, with additional wait time charged in 15-minute increments.
  • Excess Mileage: Trips that exceed the standard mileage allowance will incur charges based on the mileage rate disclosed during booking.
  • Extended Waiting Times: Beyond complimentary wait times for loading or unloading, additional charges may apply.
  • Cleanup Fees: Charges for spills, damage, or excessive cleaning needs, as outlined in Section 5.
  • Special Accommodations: Tailored services, such as bariatric transport, stair assistance, or oxygen support, may result in additional fees disclosed during booking.

9.4 Will Call Option:

For return trips where the timing is uncertain, passengers can select the Will Call Option during booking. This allows the passenger to notify the Company when they are ready for pickup. A driver will arrive within 60 minutes, subject to availability. No additional fee is charged for this service.

9.5 Detailed Receipts:

Customers may request a detailed breakdown of trip costs, including any additional charges incurred, for full pricing transparency.

9.6 No Hidden Fees:

Dream Care Rides is committed to clear and upfront pricing. All fees will be disclosed at the time of booking to ensure customers are fully informed of the total cost before payment.

10. Limitation of Liability

10.1 Service Interruptions:

Dream Care Rides LLC is committed to providing reliable and timely services. However, we are not liable for delays or disruptions caused by factors outside of our control, including but not limited to:

  • Weather conditions, such as snow, rain, or storms.
  • Traffic congestion, road closures, or construction.
  • Mechanical issues or vehicle breakdowns.
  • Acts of nature or other unforeseen events.

10.2 Passenger Responsibilities:

The Company is not responsible for missed appointments, delayed arrivals, or other inconveniences caused by:

  • Inaccurate or incomplete booking information.
  • Passenger delays at the pickup location.
  • Failure to adhere to the terms outlined in the Passenger Conduct Policy (Section 4).

10.3 Liability for Damages:

  • The Company is not responsible for personal items left behind, lost, or damaged during transport. Passengers are encouraged to double-check the vehicle before exiting.
  • The Company is not liable for damage, malfunction, or loss of passenger-provided equipment (e.g., wheelchairs, walkers, oxygen tanks) unless such damage is the direct result of proven negligence by the Company or its employees during transport. Passengers are responsible for ensuring their equipment is in proper working condition and securely stored or prepared for transport.

10.4 Maximum Liability:

The maximum liability of Dream Care Rides LLC for any claims arising from the use of its services is limited to the cost of the disputed trip.

10.5 Indemnification:

By using our services, you agree to indemnify and hold harmless Dream Care Rides LLC, its employees, drivers, and affiliates from any claims, liabilities, damages, or expenses arising from your actions or failure to comply with these Terms.

11. Changes to Terms

11.1 Right to Modify:

Dream Care Rides LLC reserves the right to update or modify these Terms and Conditions at any time to reflect changes in our services, legal requirements, or business operations.

11.2 Notification of Changes:

While updates take effect immediately upon posting on our official website, the Company will strive to notify customers of significant changes in a positive and timely manner, ensuring transparency and continued trust.

11.3 Customer Responsibility:

It is the Customer's responsibility to review the Terms periodically to stay informed about any updates. Continued use of our services after changes are made constitutes acceptance of the revised Terms.

11.4 Access to Current Terms:

The most current version of these Terms and Conditions will always be available on our website. Customers are encouraged to refer to the latest version before booking or using our services.

12. Governing Law

12.1 Jurisdiction:

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Illinois, without regard to its conflict of law provisions.

12.2 Dispute Resolution:

  • Any disputes, claims, or controversies arising out of or related to the use of our services shall be resolved exclusively through binding arbitration conducted in accordance with the rules of the American Arbitration Association (AAA).
  • The arbitration shall take place in Springfield, Illinois, and the judgment on the award rendered by the arbitrator may be entered in any court of competent jurisdiction.

12.3 Waiver of Class Action:

By agreeing to these Terms, you waive the right to participate in any class-action lawsuit or class-wide arbitration related to the services provided by Dream Care Rides LLC.

12.4 Severability:

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

13. Contact Information

13.1 Customer Support:

For any questions, concerns, or assistance regarding our services or these Terms and Conditions, you can contact us through the following channels:

13.2 Operating Hours:

Our customer support team is available Monday through Friday, from 8:00 AM to 6:00 PM CST, excluding holidays.

13.3 Response Time:

We aim to respond to inquiries within 24–48 business hours. For urgent matters related to an ongoing trip, please call our support line directly.

13.4 Feedback and Complaints:

Dream Care Rides welcomes feedback to improve our services. Customers may submit feedback or file complaints via email.