Privacy Policy

1. Information We Collect

1.1 Personal Information

We collect personal information that you provide to us when booking our transportation services, including but not limited to:

• Contact Information: Name, phone number, email address, home address
• Emergency Contacts: Names and phone numbers of emergency contacts
• Payment Information: Credit card details, insurance information, billing address
• Government-Issued IDs: Driver's license or state ID numbers for verification

1.2 Health and Medical Information

As a Non-Emergency Medical Transportation (NEMT) provider, we may collect Protected Health Information (PHI) including:

• Mobility Requirements: Wheelchair use, mobility aids, accessibility needs
• Medical Conditions: Information necessary to provide safe transportation
• Medication Information: If relevant to transportation safety
• Healthcare Provider Information: Names and addresses of medical facilities
• Billing Information: Contact and billing details for invoicing purposes

1.3 Trip Information

• Pickup and destination addresses
• Appointment times and dates
• Trip history and frequency
• Service preferences and special requirements

1.4 Automatically Collected Information

• Website usage data and analytics
• Device information and IP addresses
• GPS location data during transportation (with consent)
• Call recordings (for quality assurance purposes)

2. How We Use Your Information

2.1 Primary Purposes

• Service Delivery: To provide safe, reliable transportation services
• Scheduling: To coordinate pickups, appointments, and logistics
• Safety: To ensure appropriate vehicle and equipment assignment
• Communication: To contact you regarding your transportation
• Billing: To process payments and insurance claims

2.2 Secondary Purposes

• Quality improvement and driver training
• Customer service and support
• Legal compliance and regulatory reporting
• Business analytics and service optimization
• Marketing communications (with opt-in consent only)

3. Information Sharing and Disclosure

3.1 We May Share Your Information With:

• Healthcare Providers: To coordinate transportation and ensure continuity of care
• Insurance Companies: For billing and claims processing
• Government Agencies: When required by law or regulation (licensing authorities)
• Emergency Services: In case of medical emergencies during transport
• Service Partners: Third-party vendors who assist in service delivery (background check companies, payment processors)
• Legal Authorities: When required by court order or legal process

3.2 We Will NOT Share Your Information:

• For marketing purposes without your explicit consent
• With unauthorized third parties
• For purposes unrelated to transportation services
• In violation of HIPAA or other privacy laws

4. HIPAA Compliance

As a healthcare-related service provider, we comply with the Health Insurance Portability and Accountability Act (HIPAA) and implement appropriate safeguards for Protected Health Information (PHI).

4.1 Your HIPAA Rights Include:

• The right to access your PHI
• The right to request amendments to your PHI
• The right to restrict uses and disclosures of your PHI
• The right to request confidential communications
• The right to file complaints regarding PHI handling

4.2 Notice of Privacy Practices

A complete Notice of Privacy Practices detailing our HIPAA compliance is available upon request and will be provided at the time of first service.

5. Data Security and Protection

5.1 Security Measures

We implement comprehensive security measures to protect your information:

• Encryption of sensitive data in transit and at rest
• Secure servers with firewall protection
• Regular security audits and updates
• Employee background checks and HIPAA training
• Access controls and authentication procedures
• Secure disposal of paper and electronic records

5.2 Data Breach Notification

In the unlikely event of a data breach affecting your personal or health information, we will notify you and relevant authorities within the timeframes required by law (within 72 hours for HIPAA breaches).

6. Data Retention

We retain your information only as long as necessary for:

• Providing ongoing transportation services
• Legal and regulatory compliance requirements
• Billing and insurance purposes
• Quality assurance and safety monitoring

Retention Periods:

• Active customer records: Maintained while receiving services plus 7 years
• Medical information: 7 years from last service date
• Financial records: 7 years for tax and audit purposes
• Trip records: 3 years for safety and quality assurance

7. Your Privacy Rights

7.1 Access and Control

You have the right to:

• Access your personal information we maintain
• Request corrections to inaccurate information
• Request deletion of your information (subject to legal requirements)
• Opt-out of marketing communications
• Request restrictions on information use or sharing
• Receive a copy of your information in a portable format

7.2 Washington State Privacy Rights

Washington residents have additional rights under state privacy laws, including enhanced notice requirements and data protection standards.

8. Cookies and Website Technology

Our website uses cookies and similar technologies to:

• Remember your preferences and settings
• Analyze website traffic and usage patterns
• Improve website functionality and user experience
• Provide relevant content and services

You can control cookie settings through your browser preferences. Disabling cookies may limit some website functionality.

9. Third-Party Links

Our website may contain links to third-party sites (insurance providers, healthcare facilities). This Privacy Policy does not apply to external sites. We recommend reviewing the privacy policies of any third-party sites you visit.

10. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, services, or legal requirements. We will notify you of material changes by:

• Posting the updated policy on our website
• Email notification to active customers
• Providing notice during your next service appointment

Your continued use of our services after policy changes constitutes acceptance of the updated terms.

11. Children's Privacy

Our services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected information from a child under 13, we will delete that information promptly.

12. California Privacy Rights (CCPA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including:

• Right to know what personal information is collected
• Right to delete personal information
• Right to opt-out of sale of personal information
• Right to non-discrimination for exercising privacy rights

Note: We do not sell personal information to third parties.

13. International Users

Our services are primarily offered in Washington State. If you access our website from outside the United States, please be aware that information may be transferred to, stored, and processed in the United States where our servers are located.