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TERMS & CONDITIONS

Apex Med Mobility — Terms & Conditions

Last Updated: December 10, 2025

By booking transportation with Apex Med Mobility (“we,” “us,” “the Company”), you agree to the following Terms & Conditions.

1. Service Description

Apex Med Mobility provides Non-Emergency Medical Transportation (NEMT) for wheelchair users and individuals with mobility needs.
 

We do not provide:
 

  • Emergency medical transport

  • Medical evaluation, monitoring, or clinical support

  • Two-person or lift assistance

  • Stretcher, bed-bound, or gurney transportation
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Transportation is limited to passengers who can safely travel in a seated position

2. Booking & Scheduling

  • All trip requests are reviewed and confirmed by dispatch.
  • Submission of a booking request does not guarantee availability.
  • Same-day requests depend on driver availability and route capacity.
  • Pickup times may vary due to traffic, weather, construction, and other conditions outside the Company’s control.
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Apex Med Mobility is not responsible for missed appointments due to uncontrollable delays.

3. Rider Responsibilities

Passengers must:
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  • Safely transfer with minimal assistance
  • Use seatbelts at all times
  • Ensure mobility devices are safe, functional, and able to be secured
  • Notify us of special needs in advance
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We may refuse or terminate service if unsafe or unsuitable conditions exist.

4. Driver Limitations

Drivers may:
 
  • Provide safe wheelchair securement
  • Assist with safe boarding/exiting
  • Provide door-to-door escort as appropriate
Drivers may not:
 
  • Lift or carry passengers
  • Perform transfers from bed, floor, or recliner
  • Assist with toileting or medical procedures
  • Administer medication or provide medical care
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Violating these restrictions puts both the passenger and driver at risk.

5. Payment Terms

  • Payment is required at the time of booking, unless a facility billing agreement is approved.
  • Accepted payments: credit card, debit card, or facility invoice.
  • Trips without a payment method on file will not be scheduled.

6. Cancellation & No-Show Rules (Updated)

Cancellation Policy

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All cancellations made less than 24 hours before pickup, including same-day cancellations, will be charged the full fare.

To cancel a trip:


📩 support@apexmedmobility.com
📞 (936) 449-0894

No-Show Policy

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  • Drivers include a 15-minute grace period at pickup.

  • After 15 minutes, if the rider is not present or unable to safely board, the full fare will be charged.

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Multiple no-shows may result in suspension of service.

7. Wait Time Policy

Grace Period​

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Drivers allow a 15-minute grace period at both pickup and return locations.

Wait-Time Rates

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  • Weekdays: $1.00 per minute 

  • Evenings & Weekends: $1.25 per minute

  • Holidays: $1.50 per minute

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Wait time begins after the grace period if the rider is not ready.

When Wait Time Applies​

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  • At initial pickup

  • At appointment return

  • During multi-stop or extended appointments

8. Safety & Behavior

Service may be refused, suspended, or terminated if a rider:
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  • Is medically unstable

  • Shows aggressive, threatening, or unsafe behavior

  • Cannot safely travel in a seated position

  • Poses a risk to themselves, the driver, or the vehicle

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​Riders must follow all safety instructions from the driver.

9. Limitation of Liability

Apex Med Mobility is not liable for:

  • Medical incidents occurring during transport

  • Injuries caused by unsafe or malfunctioning mobility devices

  • Delays due to traffic, weather, or external events

  • Appointment fees, missed appointments, or penalties

  • Lost, damaged, or stolen personal items​

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Passengers assume all risks associated with mobility and transportation.​

 

Apex Med Mobility is not responsible for outcomes resulting from passengers or caregivers providing incorrect trip information.

10. Passenger Conduct & Compliance

Passengers and caregivers must:

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  • Provide accurate pickup and drop-off details

  • Notify dispatch of changes in mobility needs

  • Ensure someone is present at healthcare facilities for assisted riders

  • Ensure the rider is ready at the scheduled time

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Failure to comply may result in service refusal

11. Policy Updates

Apex Med Mobility may update these Terms & Conditions at any time.
Continued use of services implies acceptance of updated terms.

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