General Terms & Conditions
These Terms and Conditions govern non-emergency medical transportation services provided by Palmer Medical Transport. By booking, requesting, paying for, or using our services, the customer, patient, responsible party, facility, or authorized representative agrees to these Terms.
Important Before You Book
Please review the transportation, cancellation, payment, passenger, and service policies below before confirming a ride.
If a patient is experiencing a medical emergency or life-threatening condition, call 911 immediately. Palmer Medical Transport does not provide emergency medical care.
Services Provided
Palmer Medical Transport provides private-pay Non-Emergency Medical Transportation (NEMT) services. Services may include, but are not limited to:
- Ambulatory transportation
- Wheelchair transportation
- Stretcher transportation
- Senior medical transportation
- Doctor appointment transportation
- Dialysis transportation
- Hospital visit and hospital discharge transportation
- Patient medical transportation
- Stair assistance transportation when reviewed and accepted in advance
- Long-distance non-emergency medical transportation when available
All services are non-emergency in nature. If a medical emergency arises, customers should call 911 immediately.
Booking and Customer Responsibilities
Customers are responsible for providing accurate and complete information at the time of booking. This includes, but is not limited to:
- Correct pickup and drop-off addresses
- Correct appointment date and pickup time
- Patient weight when relevant to the transportation request
- Mobility status, including ambulatory, wheelchair, or stretcher needs
- Any stairs, access barriers, transfers, or special assistance requirements
- Facility, unit, room, discharge, or caregiver details when applicable
- Accurate telephone numbers for the passenger or responsible party
Failure to provide accurate or complete information may result in service refusal, rescheduling, delays, vehicle or staffing changes, and/or additional charges.
Cancellation and Refund Policy
A. Cancellation Timeframes
To receive a full refund of eligible transportation charges:
- Wheelchair and ambulatory transportation services must be cancelled at least 24 hours before the scheduled pickup time.
- Stretcher transportation services must be cancelled at least 48 hours before the scheduled pickup time.
B. Same-Day Bookings, Cancellations & Driver Arrival
For same-day bookings, cancellation policies may vary depending on scheduling, traffic, vehicle assignment, operational factors, driver travel time, and whether the driver has already been dispatched.
For same-day bookings, cancellations made at least one (1) hour before the driver is dispatched may incur a 50% cancellation fee based on the total quoted fare.
If the driver has already been dispatched at the time of cancellation, Palmer Medical Transport reserves the right to charge up to 100% of the total fare to cover driver time, vehicle allocation, mileage, scheduling, and related operational costs.
Cancellation fees are determined based on the stage of the trip and associated costs. Exceptions may be considered at Palmer Medical Transport's discretion in cases of verified medical emergencies or other extraordinary circumstances.
C. Non-Refundable Payment Processing Fees
If a booking cancellation qualifies for a refund under this policy, payment processing charges or other third-party transaction fees may be deducted from the amount returned when those fees have already been incurred and are not recoverable by Palmer Medical Transport.
D. Refund Request Method
Refund requests must be submitted by:
- Email: info@palmermedicaltransport.com
- Phone: 202-999-4270
Refund requests made through other methods may not be considered valid unless acknowledged by Palmer Medical Transport.
No Refund Policy
Palmer Medical Transport may decline to issue a refund in circumstances including, but not limited to:
- The customer or passenger is a no-show or is unavailable at the scheduled pickup time
- Incorrect or incomplete pickup or drop-off information was provided
- Incorrect patient weight, mobility status, or transportation type was provided
- Stairs, access barriers, or other trip requirements were not disclosed in advance
- The passenger refuses transportation after the driver has arrived or been dispatched
- The ride cannot be safely completed because required information was withheld or inaccurate
Third-Party Transportation Providers
Palmer Medical Transport may work with other non-emergency medical transportation providers in areas we serve. When necessary, transportation may be arranged through a partner provider to help fulfill a trip request.
By booking with Palmer Medical Transport, you acknowledge that:
- Services may be provided by a partner NEMT provider or on our behalf
- Partner providers operate under applicable local, state, and federal requirements
- Vehicle appearance, driver assignment, and operating procedures may vary by provider
Payment Terms
Payment is required prior to or at the time of service unless otherwise agreed to in writing by Palmer Medical Transport.
Additional charges may apply for circumstances including:
- Waiting time
- Additional stops
- Changes to pickup, destination, timing, or trip details
- Incorrect or incomplete booking information
- Additional assistance or resources not included in the original quote
- Additional mileage or routing changes when applicable
Service Limitations
Palmer Medical Transport:
- Does not provide emergency medical care
- Does not replace an ambulance or emergency medical service
- Does not guarantee medical appointment outcomes or on-time medical services at the destination
- Is not responsible for delays caused by traffic, weather, road closures, accidents, facility delays, or circumstances beyond reasonable control
- May refuse or discontinue a trip when transportation cannot be provided safely
Passenger Conduct
Passengers, caregivers, and attendants must:
- Treat drivers, staff, and partner providers with respect
- Follow reasonable safety instructions
- Use seatbelts, wheelchair securement systems, and other restraints as required
- Avoid conduct that creates an unsafe environment for the passenger, driver, or others
Unsafe, threatening, abusive, or seriously disruptive behavior may result in immediate termination or refusal of service without refund where permitted.
Liability Disclaimer
To the extent permitted by applicable law, Palmer Medical Transport is not responsible for losses, delays, or issues arising from circumstances outside the transportation service itself, including:
- Missed or rescheduled medical appointments
- Personal items left in the vehicle
- Medical conditions, medical decisions, treatment outcomes, or medical complications
- Errors or delays resulting from incorrect customer-provided information
- Facility delays, appointment delays, traffic, weather, or other circumstances outside reasonable operational control
Nothing in these Terms is intended to waive rights or responsibilities that cannot legally be waived under applicable law.
Modifications to Terms
Palmer Medical Transport reserves the right to update or modify these Terms and Conditions from time to time. Updated Terms may be posted on this website. Continued booking or use of transportation services after updated Terms become effective constitutes acceptance of the revised Terms to the extent permitted by law.
Governing Law
These Terms and Conditions shall be governed by and construed in accordance with applicable federal law and the laws of the State of Maryland, without limiting any rights that cannot be waived under applicable law.
Questions About a Ride or These Policies?
Contact Palmer Medical Transport before booking if you have questions about cancellation timeframes, wheelchair or stretcher transportation, mobility requirements, pickup access, payment, or ride scheduling.