Terms and Conditions

1. Service Agreement and Definitions

1.1 Parties

This agreement is between Ride Okapi ("Company," "we," "our," or "us"), a Washington State licensed Non-Emergency Medical Transportation (NEMT) provider, and the customer ("Customer," "you," or "your") who books or receives our transportation services.

1.2 Services Defined

Our services include but are not limited to:

• Wheelchair accessible transportation
• Gurney and stretcher transportation
• Ambulatory transportation
• Memory care transportation
• Veterans transportation
• Airport and long-distance transportation

1.3 Service Areas

Services are provided primarily in Pierce County, Thurston County, and King County, Washington, including but not limited to Tacoma, Puyallup, Olympia, and surrounding communities.

2. Booking and Scheduling

2.1 Booking Requirements

• Advance Notice: We recommend 24-48 hours advance booking for guaranteed availability
• Same-Day Service: Available based on driver and vehicle availability
• Accurate Information: Customer must provide complete and accurate information including pickup/destination addresses, mobility requirements, and special needs
• Contact Information: Valid phone number required for communication

2.2 Booking Confirmation

• All bookings must be confirmed by Ride Okapi via phone or email
• Unconfirmed requests do not constitute guaranteed transportation
• We reserve the right to decline service based on safety considerations or availability

2.3 Changes and Cancellations

• Free Cancellation: Up to 4 hours before scheduled pickup time
• Late Cancellation Fee: $25 for cancellations within 4 hours of pickup
• No-Show Fee: $50 charge if customer is not available at pickup time after 15-minute wait period
• Changes: Schedule changes subject to availability and may incur additional charges

3. Payment Terms and Pricing

3.1 Payment Methods

• Private pay (cash, check, credit card)
• Third-party payments (with prior authorization)
• Itemized invoices provided for insurance reimbursement

3.2 Pricing Structure

• Rates vary based on distance, service type, and time requirements
• Wait time charged at $25/hour after 15-minute grace period
• Additional stops may incur extra charges
• Holiday and after-hours services subject to surcharges
• Prices subject to change with 30 days written notice

3.3 Payment Terms

• Private Pay: Payment due at time of service or within 30 days
• Insurance: Customer responsible for copays and non-covered amounts
• Late Payments: 1.5% monthly service charge on overdue balances
• Returned Payments: $35 fee for returned checks or failed card payments

4. Customer Responsibilities

4.1 Pre-Service Requirements

• Provide accurate medical and mobility information
• Disclose all relevant health conditions affecting transportation
• Ensure mobility equipment is in working order
• Have required identification and insurance cards available
• Arrange for authorized representative if unable to communicate

4.2 During Transportation

• Follow all safety instructions from driver
• Remain properly secured in safety restraints
• Notify driver immediately of any medical concerns
• Treat driver and equipment with respect
• No smoking, illegal substances, or disruptive behavior

4.3 Property and Belongings

• Customer responsible for personal belongings
• Valuable items should not be left unattended in vehicle
• Company not liable for lost, stolen, or damaged personal property
• Medical equipment should be properly maintained and functional

5. Company Responsibilities and Service Standards

5.1 Service Commitments

• Provide safe, clean, and well-maintained vehicles
• Employ qualified, licensed, and trained drivers
• Maintain appropriate insurance coverage
• Comply with all applicable transportation regulations
• Protect customer privacy and confidential information

5.2 Driver Qualifications

• Valid commercial driver's license (CDL) where required
• Background checks and drug testing
• CPR and First Aid certification
• Specialized training in disability services and HIPAA compliance
• Ongoing safety training and performance monitoring

5.3 Vehicle Standards

• Regular safety inspections and maintenance
• Proper accessibility equipment (lifts, restraints)
• Emergency equipment and communication devices
• Climate control and passenger comfort features

8. Prohibited Conduct

8.1 Customer Conduct

The following behaviors may result in immediate service termination:

• Threatening, abusive, or violent behavior toward drivers or staff
• Use of illegal drugs or excessive alcohol consumption
• Smoking in vehicles or possession of firearms
• Deliberate damage to company property
• Fraudulent use of insurance or payment methods
• Violation of safety protocols or driver instructions

8.2 Service Refusal

We reserve the right to refuse service to customers who:

• Have outstanding unpaid balances
• Engage in prohibited conduct
• Provide false or misleading information
• Present safety risks to themselves or others
• Require medical care beyond our scope of service

9. Privacy and Confidentiality

9.1 HIPAA Compliance

• We comply with all HIPAA privacy and security requirements
• Protected Health Information (PHI) is used only for transportation purposes
• Customer has right to request privacy restrictions
• Breaches will be reported according to legal requirements

9.2 Information Sharing

Customer information may be shared with:

• Healthcare providers for coordination purposes
• Insurance companies for billing and authorization
• Government agencies when required by law
• Emergency services when necessary for safety

10. Emergency Procedures

10.1 Medical Emergencies

• Driver will immediately call 911 for medical emergencies
• Driver will provide basic first aid within their training level
• Customer will be transported to nearest appropriate medical facility
• Emergency contacts will be notified as soon as possible

10.2 Vehicle Emergencies

• Alternative transportation will be arranged when possible
• Customer safety is the top priority in all situations
• Emergency services will be contacted if necessary

11. Dispute Resolution

11.1 Complaints Process

• Complaints should be filed within 30 days of service
• Written complaints will receive written response within 10 business days
• Escalation to management available for unresolved issues

11.2 Arbitration Agreement

BINDING ARBITRATION: Any dispute arising from these terms or our services shall be resolved through binding arbitration under Washington State arbitration rules, rather than court litigation. This includes claims for personal injury, property damage, or breach of contract.

Exceptions to Arbitration:

• Claims seeking injunctive relief
• Small claims court matters under $10,000
• Claims involving criminal conduct

12. Regulatory Compliance

12.1 Licensing and Permits

• Licensed by Washington State Department of Transportation
• Compliant with Americans with Disabilities Act (ADA)
• Federal Motor Carrier Safety Administration (FMCSA) compliance
• Local permits and business licenses maintained

12.2 Regulatory Reporting

• Incidents will be reported to appropriate authorities
• Safety records maintained per federal requirements
• Compliance audits conducted regularly

13. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by the laws of the State of Washington. Any legal proceedings shall be conducted in Pierce County, Washington courts, subject to the arbitration provisions above.

14. Severability and Modification

14.1 Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

14.2 Modifications

• These terms may be updated periodically
• Material changes will be communicated with 30 days notice
• Continued use of services constitutes acceptance of updated terms

15. Contact Information and Customer Service

15.1 How to Reach Us

• General Questions: (425) 598-5404
• Billing Inquiries: billing@rideokapi.com
• Complaints: complaints@rideokapi.com
• Legal Notices: legal@rideokapi.com

15.2 Business Hours

• Service: 8am-6pm Daily
• Office: Monday-Friday, 8:00 AM - 6:00 PM
• Emergency Contact: Available for active customers