AtlasCare Transport Terms of Service

Welcome to AtlasCare Transport.

Thank you for choosing AtlasCare for your healthcare transportation needs. These Terms of Service describe the conditions that apply when you request, schedule, purchase, or receive transportation or related services from AtlasCare Transport LLC (“AtlasCare,” “we,” “our,” or “us”).

Our goal is to provide safe, reliable, comfortable, and compassionate transportation while maintaining clear expectations for the passengers, families, caregivers, and healthcare professionals we serve.

By booking, purchasing, or using AtlasCare services, you agree to these Terms of Service.

1. Our Services

Services may include:

• Ambulatory transportation
• Wheelchair-accessible transportation
• Hospital discharge transportation
• Medical appointment transportation
• Facility-to-facility transportation
• Round-trip transportation
• Long-distance medical transportation
• Wait & Return service
• Recurring appointment transportation
• Optional Appointment Companion services
• Advanced positioning wheelchair transportation for appropriate passengers

AtlasCare is a non-emergency, non-clinical transportation provider.

AtlasCare does not provide:

• Emergency medical transportation
• Ambulance services
• Medical assessment, monitoring, or treatment
• Skilled nursing care
• Medication administration
• Medical transfers or lifting
• Personal care services
• Medical advice

AtlasCare drivers and transportation personnel do not determine whether a passenger is medically appropriate for non-emergency transportation.

If a passenger requires medical monitoring, emergency care, ambulance transportation, skilled assistance, or another level of care beyond AtlasCare's services, an appropriate medical transportation provider should be used.

2. Passenger Eligibility & Transportation Suitability

Passengers must be medically stable and appropriate for non-emergency transportation.

The passenger, responsible party, healthcare provider, or referring facility is responsible for providing accurate information regarding the passenger's mobility and transportation needs and for determining whether non-emergency transportation is appropriate for the passenger.

AtlasCare may ask questions about mobility, transfer ability, wheelchair use, positioning needs, equipment, accessibility, or other transportation requirements to determine whether AtlasCare can safely accommodate a requested trip.

AtlasCare may decline, delay, or discontinue transportation when, in our reasonable judgment, a passenger's condition, mobility needs, equipment, behavior, requested assistance, pickup or destination environment, or other circumstances exceed the safe scope of our services.

Acceptance of a reservation does not constitute a medical determination or representation by AtlasCare that non-emergency transportation is medically appropriate for a passenger.

3. Service Area

AtlasCare primarily serves passengers throughout the Willamette Valley and surrounding communities, including transportation to regional hospitals, healthcare facilities, and specialty medical centers.

Transportation outside our normal service area may be available upon request.

Service availability varies based on trip distance, scheduling, vehicle availability, passenger needs, road conditions, and other operational considerations.

4. Reservations & Confirmation

Transportation may be requested by phone, email, through our website, or through an authorized scheduling platform.

Advance reservations are strongly recommended.

Submitting a transportation request does not create a confirmed reservation.

A trip is considered confirmed only after AtlasCare has reviewed the request and communicated confirmation to the passenger, responsible party, or authorized requester.

Same-day transportation, including hospital discharge transportation, may be available but cannot be guaranteed.

AtlasCare may decline a requested trip if we cannot safely or reasonably accommodate the passenger's needs, schedule, location, equipment, or requested services.

5. Pricing & Quotes

AtlasCare is committed to transparent pricing.

Prices displayed on our website are based on the standard services and mileage ranges described on the site. A specific trip price will be provided or confirmed after AtlasCare reviews the transportation request.

Pricing may depend on:

• Trip distance
• One-way or round-trip transportation
• Included and additional wait time
• Additional stops or destination changes
• Requested equipment or optional services
• Advanced positioning wheelchair use
• Transportation needs outside the standard service
• Other requirements disclosed during scheduling

Once a trip and its price are confirmed, AtlasCare will not change the confirmed price unless the passenger or requester changes the trip or requests services beyond those included in the confirmed reservation, or circumstances arise that could not reasonably have been anticipated from the information provided when the trip was confirmed.

Whenever reasonably possible, AtlasCare will disclose and obtain approval for additional charges before they are incurred.

6. Payment

Payment is due at or before the time of service unless AtlasCare has approved alternative billing arrangements.

AtlasCare accepts major credit cards, debit cards, and other approved payment methods.

HSA or FSA debit cards may be accepted when permitted by the applicable card issuer and benefit plan. Acceptance of an HSA or FSA card does not mean that AtlasCare has determined that a particular transportation expense qualifies for reimbursement.

Passengers and responsible parties are responsible for determining eligibility under their individual HSA, FSA, insurance, or benefit plan.

Itemized receipts are available for completed transportation services.

Facility, institutional, contracted, or invoiced transportation may be subject to separate written payment terms.

7. Scheduling, Rescheduling & Cancellations

Healthcare schedules sometimes change unexpectedly, and AtlasCare will make reasonable efforts to accommodate appointment changes. Passengers or responsible parties should notify AtlasCare as soon as possible when transportation is no longer needed or when pickup, appointment, or destination information changes.

Cancellations, no-shows, changes, and refunds for confirmed private-pay reservations are governed by AtlasCare’s Cancellation & Refund Policy, which is provided before booking and payment. The version in effect when you accept a reservation applies to that reservation. In summary, cancellations at least 24 hours before the scheduled pickup are free; cancellations at least 2 but less than 24 hours before pickup are charged 50% of the affected base transportation fare; and cancellations less than 2 hours before pickup and no-shows are charged 100% of the affected base transportation fare. The policy’s exceptions, including free cancellation within 30 minutes of a late booking’s confirmation and review of unexpected medical events, apply.

Payment alone does not confirm a reservation; AtlasCare sends a separate booking confirmation. If AtlasCare cannot confirm a trip that has been paid for, or you withdraw a paid request before confirmation, the full payment is refunded.

When a healthcare provider cancels, delays, or reschedules an appointment, AtlasCare will make reasonable efforts to reschedule the transportation and may waive or reduce cancellation charges.

Facility, institutional, contracted, or invoiced transportation may be subject to separate written terms. Nothing in this section reduces AtlasCare’s On-Time Guarantee (Section 8) or rights that cannot legally be limited.

8. Arrival Times & On-Time Guarantee

AtlasCare carefully schedules transportation to promote dependable, on-time service.

Traffic, weather, road closures, accidents, healthcare facility operations, emergency conditions, passenger readiness, and other circumstances may occasionally affect pickup or arrival times.

AtlasCare's On-Time Guarantee applies only to the passenger's initial scheduled pickup, as confirmed in the reservation (the "confirmed initial pickup time").

If AtlasCare arrives after the confirmed initial pickup time, or misses the confirmed initial pickup entirely, AtlasCare will refund the applicable initial one-way fare. For a round-trip or Wait & Return reservation, the refund is limited to the applicable one-way fare for the initial leg and does not include the full round-trip price. Optional services, advanced-positioning chair charges, additional wait time, additional stops, and other add-on charges are not included in the refund.

The On-Time Guarantee does not apply to the scheduled return pickup, a Wait & Return departure, or arrival time at the destination, each of which may be affected by the length of a healthcare appointment, traffic, or other conditions outside AtlasCare's control.

The On-Time Guarantee applies to AtlasCare's arrival at the confirmed initial pickup location and does not guarantee arrival at the passenger's destination by a particular time.

The On-Time Guarantee does not apply when the delay results primarily from:

• Severe or hazardous weather
• Road closures, accidents, or emergency conditions outside AtlasCare's reasonable control
• Government or law-enforcement activity
• Inaccurate or incomplete pickup information
• An inaccessible pickup location
• A passenger or facility not being ready at the agreed pickup time
• A change requested after the trip was confirmed
• Circumstances that make proceeding with transportation unsafe

Refund of the fare attributable to the initial one-way trip is the sole benefit provided under the On-Time Guarantee and does not affect rights or remedies that cannot legally be limited.

9. Wait & Return Service

Wait & Return transportation allows AtlasCare to remain available for a passenger during an appointment or healthcare visit and provide return transportation after the visit is complete. Included Wait & Return time applies only when Wait & Return service is selected and included in the confirmed reservation—it is not included automatically with every round trip.

When Wait & Return service is included in the confirmed reservation, trips of 30 one-way miles or less include 30 minutes of Wait & Return time, and trips of 31 to 60 one-way miles include 60 minutes of Wait & Return time. Additional Wait & Return time beyond the included amount is available at $20 per 15 minutes, or the rate disclosed during booking or shown in AtlasCare's current pricing.

As an alternative to Wait & Return, AtlasCare offers a scheduled return pickup at a confirmed return time. A scheduled return pickup does not include driver waiting between trip legs and is priced and confirmed separately from Wait & Return service.

Healthcare appointments do not always end as scheduled. AtlasCare will make reasonable efforts to accommodate appointment delays for Wait & Return service, but extended waiting is subject to driver and vehicle availability.

If an unexpectedly long delay makes continued waiting impractical, AtlasCare will communicate with the passenger, caregiver, facility, or responsible party regarding available options.

10. Passenger & Requester Responsibilities

Passengers and persons requesting transportation are responsible for providing complete and accurate information reasonably necessary for AtlasCare to evaluate and provide the requested transportation.

This includes, when applicable:

• Correct pickup and destination information
• Accurate appointment or discharge information
• Wheelchair or mobility-device information
• Mobility and transfer-assistance requirements
• Relevant accessibility limitations at pickup or destination
• Equipment accompanying the passenger
• Requested positioning assistance
• Any circumstances reasonably necessary to determine whether AtlasCare can safely provide the requested transportation

Passengers are also expected to:

• Be ready for transportation at the scheduled pickup time
• Use seat belts and wheelchair securement systems as applicable
• Follow reasonable driver safety instructions
• Treat AtlasCare personnel and other persons respectfully
• Notify AtlasCare promptly of significant scheduling changes

A passenger or requester should not knowingly withhold information that would materially affect AtlasCare's ability to safely provide the requested service.

11. Boarding, Mobility & Transfer Assistance

AtlasCare provides transportation-related mobility assistance within the safe scope of our services.

Our current wheelchair transportation equipment is designed for passengers weighing 250 pounds or less and for passengers whose transportation and mobility needs can be safely accommodated using AtlasCare's vehicle, equipment, and available personnel.

Assistance may include:

• Assistance entering and exiting the vehicle
• Wheelchair positioning and securement
• Wheelchair brake and footrest management
• Mobility-equipment handling
• Light hands-on steadying assistance
• Assistance for passengers who can bear weight and actively participate in transfers

AtlasCare does not provide:

• Extensive lifting
• Two-person transfers
• Floor lifts
• Medical transfers
• Skilled transfer assistance
• Personal care
• Clinical assistance

If a passenger's needs exceed the assistance AtlasCare can safely provide, AtlasCare may require an appropriate caregiver or other assistance to be present or may decline transportation.

12. Wheelchairs & Mobility Equipment

Wheelchairs, walkers, oxygen equipment, and other mobility devices accompanying a passenger must be disclosed during scheduling when reasonably possible.

Mobility equipment must be in a condition that permits safe transportation and handling.

Wheelchairs transported while occupied must be positioned and secured using AtlasCare's approved wheelchair securement system in accordance with applicable safety requirements and manufacturer instructions.

AtlasCare may decline transportation if a wheelchair, mobility device, or other equipment cannot be safely loaded, positioned, transported, or secured.

Passengers should not disengage or interfere with wheelchair securement or vehicle safety equipment during transportation.

13. Advanced Positioning Wheelchair Service

For appropriate passengers who can safely travel seated, AtlasCare may offer an advanced positioning wheelchair with tilt, recline, and elevated-leg positioning.

Advanced positioning may provide additional comfort and positioning support during transportation but is not a substitute for medically necessary stretcher, ambulance, or medical transportation.

Use of an advanced positioning wheelchair does not constitute medical treatment or a determination that seated transportation is medically appropriate.

The passenger, responsible party, referring provider, or facility remains responsible for determining whether the passenger can safely travel in a seated position.

AtlasCare may decline advanced positioning wheelchair transportation if the passenger's needs cannot be safely accommodated.

14. Appointment Companion Services

Optional Appointment Companion services provide non-medical support during a passenger's healthcare journey.

Depending upon the service requested and authorized, assistance may include:

• Accompanying the passenger to an appointment
• Navigation and wayfinding
• Appointment logistics
• Non-clinical note-taking or organizational assistance
• Communication with authorized family members or caregivers
• General non-clinical support

Appointment Companion services do not include:

• Medical advice
• Medical interpretation
• Clinical care or monitoring
• Medication administration
• Personal care
• Medical decision-making
• Financial decision-making
• Legal representation

Additional authorizations or agreements may be required when AtlasCare is asked to communicate healthcare-related information to family members, caregivers, healthcare providers, or other third parties.

15. Caregivers, Companions & Service Animals

One family member or caregiver may accompany the passenger at no additional transportation charge when seating and the confirmed transportation arrangement permit.

Additional companions may be accommodated when space is available and approved in advance.

Service animals trained to perform work or tasks for an individual with a disability are welcome in accordance with applicable law.

Advance notice of a service animal is appreciated when possible because it allows AtlasCare to prepare the vehicle appropriately, but advance notice is not required as a condition of service.

16. Hospital Discharges & Healthcare Facility Transportation

AtlasCare may provide transportation following hospital, rehabilitation, skilled nursing, outpatient, or other healthcare services when the passenger is appropriate for non-emergency transportation.

AtlasCare does not provide medical clearance for discharge and does not determine whether a passenger requires ambulance transportation, medical monitoring, skilled care, or another level of transportation.

The discharging or referring healthcare provider, passenger, or authorized representative is responsible for determining the appropriate level of transportation and for providing accurate information regarding the passenger's transportation and mobility needs.

AtlasCare may decline transportation if circumstances at pickup indicate that the passenger's needs exceed the safe scope of AtlasCare's services.

17. Personal Belongings

Passengers are responsible for personal belongings brought during transportation.

AtlasCare will make reasonable efforts to locate and return property left in a vehicle but cannot guarantee recovery of lost items.

To the extent permitted by law, AtlasCare is not responsible for loss, theft, or damage to personal belongings unless caused by AtlasCare's failure to exercise reasonable care.

Passengers should keep medication, identification, money, electronics, jewelry, and other important or valuable items in their possession whenever possible.

18. Safety & Driver Authority

Safety takes priority over completing a trip.

AtlasCare drivers may delay, suspend, modify, or decline transportation when they reasonably believe doing so is necessary to protect the passenger, driver, caregiver, public, vehicle, or equipment.

Examples may include:

• Unsafe boarding or transfer conditions
• Mobility needs exceeding available assistance
• Equipment that cannot be safely secured
• Hazardous road or weather conditions
• Threatening, abusive, or unsafe behavior
• A passenger's apparent condition exceeding the scope of non-emergency transportation
• An inaccessible or unsafe pickup or destination environment

When reasonably possible, AtlasCare will explain the safety concern and work with the passenger, caregiver, requester, or facility to identify an appropriate alternative.

If a passenger appears to be experiencing a medical emergency, AtlasCare personnel may contact 911 or other emergency services.

19. Circumstances Beyond AtlasCare's Reasonable Control

AtlasCare exercises reasonable care in planning and providing transportation.

Events outside our reasonable control may delay, interrupt, or prevent service. These may include severe weather, road closures, traffic incidents, government action, natural disasters, public emergencies, healthcare facility delays, unexpected vehicle problems, or other circumstances AtlasCare could not reasonably prevent.

AtlasCare will make reasonable efforts to communicate significant service disruptions and, when practical, assist with alternative arrangements.

Nothing in these Terms excuses AtlasCare from responsibilities imposed by applicable law.

20. Limitation of Liability

AtlasCare is responsible for exercising reasonable care in providing its services.

To the fullest extent permitted by applicable law, AtlasCare is not responsible for indirect, incidental, or consequential losses arising solely from delays, appointment changes, healthcare facility operations, or service interruptions caused by circumstances outside AtlasCare's reasonable control.

Nothing in these Terms is intended to waive, disclaim, or limit liability where doing so is prohibited by law, including liability that applicable law does not permit AtlasCare to disclaim or limit.

Nothing in these Terms limits any non-waivable rights or remedies available to a passenger under applicable law.

21. Privacy & Transportation Information

AtlasCare collects and uses information reasonably necessary to evaluate transportation requests, schedule and provide services, communicate with passengers and authorized persons, process payments, maintain business records, and comply with applicable legal requirements.

Because AtlasCare provides healthcare-related transportation, information supplied to us may reveal or suggest information about a passenger's health, mobility, healthcare appointments, treatment locations, or assistance needs.

AtlasCare seeks to limit the collection and use of this information to purposes reasonably related to providing and administering our services.

Additional information about our privacy practices, service providers, information sharing, security practices, and privacy choices is available in our Privacy Policy.

22. Communications & SMS Text Messaging

AtlasCare may contact you by phone or email, as appropriate and permitted, about transportation you request, including scheduling, pricing, payments, and customer support. We may also communicate with persons authorized to coordinate your transportation.

SMS program. AtlasCare Transport — Quotes & Trip Updates provides text messages about requested transportation estimates, booking coordination and confirmations, pickup and arrival updates, trip reminders, schedule changes, payment notices, receipts, and customer support. Some messages may be automated. This program does not include promotional messages.

Your choice. You enroll by giving separate consent to receive these texts. Providing a telephone number, requesting a quote, booking transportation, or accepting these Terms does not by itself enroll you in ongoing SMS communications. Consent to text messaging is optional and is not a condition of purchasing transportation services.

How to sign up. You can opt in by submitting the sign-up form at atlascaretransport.com/text-updates, by choosing Text as your contact method and checking the text-message consent box when you request a trip, by texting START to (971) 287-7178, or by giving verbal consent when you call (971) 287-7766. You will receive one confirmation text after you sign up.

Frequency and charges. Message frequency varies based on your transportation requests, scheduled trips, and communications with AtlasCare. Message and data rates may apply.

Stopping messages. Reply STOP to opt out. We may send one final text confirming your opt-out. After that, no further program texts will be sent unless you opt in again, for example by texting START. Opting out does not cancel an existing reservation. To change or cancel transportation, call (971) 287-7766. We will coordinate requested services through another available, permitted contact method.

Help. Reply HELP for help, or call (971) 287-7766.

Delivery. Text delivery depends on your wireless service and other factors outside AtlasCare's control. Carriers are not liable for delayed or undelivered messages. For time-sensitive trip assistance, call (971) 287-7766. Do not use text messaging for emergencies; call 911.

Privacy. Our Privacy Policy explains how we handle mobile information and SMS consent.

23. Third-Party Services

AtlasCare may use third-party service providers to support scheduling, trip management, payment processing, mapping, communications, website hosting, analytics, and other business operations.

Use of certain third-party services may also be subject to the provider's applicable terms and privacy practices.

AtlasCare remains responsible for its own obligations under these Terms and applicable law.

24. Website Use

Information provided on the AtlasCare website is intended for general informational purposes and does not constitute medical advice.

Website information regarding services, availability, service areas, equipment, pricing, or other offerings may be updated periodically.

Submitting information through the website does not guarantee availability or create a confirmed transportation reservation.

25. Facility & Third-Party Bookings

Transportation may be requested or paid for by a family member, caregiver, healthcare facility, case manager, organization, or other third party on behalf of a passenger.

The person or organization making the reservation represents that they are authorized to provide the information submitted to AtlasCare and to request the transportation.

Separate facility agreements, rate agreements, purchase orders, or other written contracts may apply to institutional transportation.

If a separate written agreement conflicts with these Terms, the separate written agreement will control to the extent of the conflict for services covered by that agreement.

26. Governing Law

These Terms are governed by the laws of the State of Oregon, without regard to conflict-of-law principles.

Any dispute concerning AtlasCare's services or these Terms will be governed by applicable Oregon law and heard in a court of competent jurisdiction unless the parties have entered into a separate written agreement providing otherwise.

Nothing in this section prevents a passenger from exercising rights available under applicable consumer-protection law.

27. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the extent permitted by law.

Any invalid or unenforceable provision will be interpreted as narrowly as reasonably necessary to make it enforceable while preserving its intended purpose where permitted by law.

28. Changes to These Terms

AtlasCare may update these Terms periodically to reflect changes in our services, operations, policies, or applicable requirements.

The current version will be posted on our website with its effective date.

Changes apply prospectively unless otherwise required by law. The Terms applicable to a confirmed transportation service will generally be those in effect when the reservation was confirmed, unless the parties agree otherwise or a change is required by law.

29. Contact Us

Questions about these Terms or an AtlasCare transportation service may be directed to:

Our Commitment

Every healthcare journey is personal.

Whether you're traveling to a routine appointment, returning home after a hospital stay, or receiving ongoing specialty care, you deserve transportation that is safe, dependable, comfortable, and delivered with dignity.

These Terms are intended to establish clear expectations while preserving the flexibility needed to respond to the real-world needs of passengers, families, caregivers, and healthcare professionals.

Our commitment is simple: communicate clearly, put safety first, respect every passenger, and provide the level of service we would want for our own loved ones.