Terms & Conditions of Service

1. CONTRACTUAL ACCEPTANCE & SCOPE OF SERVICE

By booking transit, submitting digital intake requests at www.mypeacefulride.com, executing transportation broker dispatches, or boarding vehicles owned or operated by Peaceful Ride LLC ("Company," "Carrier," "we," "us"), the requesting passenger, healthcare facility, case manager, or legal representative ("Passenger," "Client," "You") unconditionally agrees to be bound by these Terms and Conditions of Service. These terms constitute a legally binding service agreement pursuant to applicable state and federal laws.

2. CLASSIFICATION OF SERVICE & EMERGENCY MEDICAL DISCLAIMER

Immediate Emergency Protocol: If a passenger suffers acute chest pain, uncontrolled hemorrhage, respiratory arrest, loss of consciousness, or an acute life-threatening emergency prior to pickup or during transport, CALL 911 IMMEDIATELY. Drivers maintain express discretion to divert vehicles to the nearest safe location, pull over, and contact municipal emergency response authorities immediately upon identifying medical distress.

3. PARATRANSIT ACCESSIBILITY & ADA COMPLIANCE (49 CFR PART 37)

Mobility Equipment Standards: In compliance with the Americans with Disabilities Act (ADA) and U.S. Department of Transportation paratransit regulations (49 CFR Part 37), all manual wheelchairs, motorized chairs, and mobility apparatus must be secured using certified four-point tie-down securement mechanisms and occupant restraint seatbelts. Passengers must ensure personal mobility equipment has operational locks, intact footrests, and structural integrity. Transport may be declined if equipment cannot be safely anchored.

Service Animals: Recognized service animals under Title II/III of the ADA accompanying individuals with disabilities are permitted without surcharge. Service animals must remain under the passenger's physical control at all times.

4. TITLE VI FEDERAL NON-DISCRIMINATION POLICY

Pursuant to Title VI of the Civil Rights Act of 1964 and Federal Transit Administration (FTA) standards, Peaceful Ride LLC operates without discrimination based on race, color, national origin, religion, sex, age, or disability. Transportation is delivered equitably across all authorized service areas within Hampton Roads and the Commonwealth of Virginia.

5. RESERVATIONS, READINESS & COURTESY WAITING TIMES

Readiness Window: To maintain strict appointment schedules for critical medical destinations (e.g., dialysis centers, radiation clinics, surgical suites), passengers must be fully dressed, medically cleared, and staged at the primary ground-level entrance fifteen (15) minutes prior to the designated pickup time.

Grace Period: Drivers observe a complimentary wait time of ten (10) minutes from physical arrival. After ten minutes of non-contact, dispatch will mark the leg as an unexcused delay, and the vehicle will be re-routed to avoid delaying subsequent clinical patients.

6. CANCELLATIONS, LATE NOTICE & NO-SHOW TARIFFS

Notice of Cancellation: Private-pay passenger cancellations must be communicated to dispatch at least two (2) hours prior to the scheduled pickup time. Cancellations received inside the two-hour window will incur a standard cancellation fee.

No-Show Determinations: If a vehicle arrives at the requested location and the passenger is absent, refuses boarding, or fails to communicate within the 10-minute courtesy window, the trip is classified as a "No-Show." No-shows are charged at 100% of the scheduled trip tariff. Broker-contracted rides (Medicaid / MCO) will be reported in accordance with state compliance manifests.

7. PASSENGER CONDUCT, SAFETY RESTRAINTS & REFUSAL OF SERVICE

To safeguard drivers, passengers, and the general public, Peaceful Ride LLC reserves the statutory right to refuse or immediately terminate transportation services if:

• A passenger exhibits aggressive, physically abusive, verbally threatening, or sexually harassing behavior toward crew members.
• A passenger is in possession of unauthorized firearms, hazardous materials, or illegal substances, or displays severe active intoxication.
• A passenger refuses mandatory vehicle seatbelts or tamper-resistant wheelchair securement devices.
• The pickup location contains physical hazards (e.g., structural collapse, impassable stairways without approved ramps, iced pathways).

8. RATES, COMMERCIAL BILLING & THIRD-PARTY DENIALS

Payment Terms: Private-pay trips are due at the time of reservation or via driver card terminal upon pickup. Institutional facility accounts are billed Net 30 days. Accounts past due are subject to a 1.5% monthly late finance assessment.

Insurance / Medicaid Non-Coverage: If service is scheduled under third-party broker or managed care pre-authorization, and such claim is subsequently denied, disputed, or rescinded due to lapsed beneficiary eligibility, the booking entity or passenger retains full primary financial responsibility for all incurred transit fees.

9. LIMITATION OF LIABILITY & FORCE MAJEURE

Uncontrollable Delays: Peaceful Ride LLC shall not be held liable for delayed pickups, traffic detours, missed clinical appointments, or consequential damages arising from severe weather events, traffic gridlock, bridge/tunnel closures, vehicular mechanical failure, or emergency road orders.

Baggage & Possessions: The Carrier is not responsible for lost, stolen, or damaged personal belongings left unattended in vehicles. Total aggregate liability for any operational breach is strictly limited to the direct transport charge of the affected leg.

10. GOVERNING LAW, VENUE & SEVERABILITY

These terms are governed by the laws of the Commonwealth of Virginia. Any legal disputes arising out of these terms or services rendered shall be adjudicated exclusively within the state courts situated in the City of Virginia Beach, Virginia. If any provision is deemed unenforceable, remaining terms remain in full legal force.