Terms of Service

Effective Date: 2026

Version: 1.0

These Terms of Service ("Terms") govern your use of the Sarah Car Care website and our specialized transportation services. By using our website or services, you agree to these Terms. Please read them carefully.
 

1. Definitions

"Sarah Car Care," "SCC," "we," "us," and "our" mean Sarah Car Care, Inc.

"Services" means the specialized, accessible, and assisted transportation services we provide, along with related scheduling, dispatch, routing, communication, customer service, billing, and compliance functions.

"User" means any person or organization that books, uses, or pays for the Services, including passengers, parents, guardians, caregivers, school districts, Intermediate Units, hospitals, health systems, health plans, transit agencies, government entities, employers, universities, venues, and event organizers.

"Passenger" means the person being transported.

"Driver" means a trained and credentialed driver employed or contracted by SCC.

"Attendant" means a trained SCC team member, or a personal care attendant arranged by the User, who accompanies a Passenger to provide additional assistance during the trip.

"Partner Organization" means any school, district, Intermediate Unit, hospital, health system, health plan, government agency, transit authority, employer, or other organization that contracts with SCC to provide transportation for its students, patients, members, employees, or constituents.

"Service Agreement" means a signed contract, purchase order, task order, or program agreement between SCC and a Partner Organization.

"Booking Confirmation" means the written, electronic, or verbal confirmation from SCC of a trip's date, time, pickup and drop-off locations, vehicle type, and applicable terms.

"Vehicle" means any wheelchair-accessible vehicle (WAV), van, or other registered and insured vehicle used to provide the Services.

"Passenger Equipment" means any wheelchair, scooter, walker, stroller, oxygen tank, medical device, or other personal equipment brought by a Passenger.

"Service Area" means the areas where SCC is licensed and authorized to operate, including Maryland, Pennsylvania, and Washington, D.C. [confirm].
 

2. Service Agreements Take Priority

If you are a Partner Organization with a signed Service Agreement, that agreement controls if it conflicts with these Terms. These Terms apply to any matter the Service Agreement does not address. Trips funded through Medicaid, a transportation broker, a transit agency, or another public program are also subject to that program's rules.
 

3. Scope of Services

SCC provides specialized, accessible, and assisted transportation throughout our Service Area. Services may include healthcare and non-emergency medical transportation (NEMT), hospital discharge transportation, specialized student transportation, ADA paratransit, workforce and community transportation, event and group transportation, and emergency or public health mobilization.

Services are provided using wheelchair-accessible and other vehicles operated by trained Drivers and, when required, supported by Attendants. Availability may vary by location, service type, Partner Organization, or funding program. Some services require eligibility verification, prior authorization, or a Service Agreement.
 

4. Eligibility and Accounts

You must be at least 18 years old and able to enter into a binding agreement to book Services, unless a parent, guardian, or Partner Organization books on your behalf.

If you book on behalf of an organization, you confirm that you are authorized to do so and to bind that organization to these Terms.
 

Users are responsible for:

• Providing accurate, complete, and current information

• Keeping any login credentials secure

• Notifying us promptly of any unauthorized use of an account
   

Minors and adults under guardianship may use the Services only when booked or authorized by a parent, guardian, authorized caregiver, or Partner Organization.

Partner Organizations are responsible for managing their authorized users and all bookings made under their accounts, purchase orders, or system integrations.

We may suspend or end Services in cases of fraud, non-payment, safety concerns, or violations of these Terms or the law, subject to any applicable Service Agreement.
 

5. Accessibility and Nondiscrimination

SCC provides service without discrimination based on disability, race, color, national origin, religion, sex, age, or any other characteristic protected by law, consistent with the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, Title VI of the Civil Rights Act, and applicable state and local laws.

Service animals, as defined by the ADA, are welcome on all trips. [Confirm policy for emotional support animals and pets.]
 

Personal care attendants may accompany Passengers who need assistance. [Confirm whether there is any charge or advance notice required for personal care attendants or companions.]

If you need information from us in an alternative format or language, or need a reasonable modification to our policies, please contact us.
 

6. Booking and Dispatch

Trips may be booked through our customer service line, approved Partner Organization channels, brokers, or [confirm any online booking tool].
 

A trip is confirmed only when SCC issues a Booking Confirmation. Same-day and on-demand requests depend on vehicle and driver availability. We may prioritize time-sensitive medical trips when scheduling.

We may decline, modify, or cancel a trip for reasons of safety, regulatory compliance, severe weather, or operational necessity. When that happens, we will make reasonable efforts to notify you and offer an alternative.

Users must provide accurate trip information, including the Passenger's mobility needs, equipment dimensions and weight, assistance needs, and building access instructions. Inaccurate information may cause delays, cancellations, or additional charges.
 

We use dispatch, routing, and telematics technology to assign vehicles and plan routes, as described in our Privacy Policy.
 

7. Pickup Windows, Wait Time, Cancellations, and No-Shows

Pickup window: We provide an estimated pickup window when a trip is booked. Actual arrival times may vary because of traffic, weather, or other conditions. We will share updates when possible.

Wait time: Standard wait times are listed in the Booking Confirmation, Service Agreement, or program rules. [Confirm standard wait time, for example, 5 or 10 minutes after the scheduled pickup time.]

School, medical, and program trips: Wait time, cancellation, and no-show policies for these trips follow the applicable Service Agreement or program rules.

Cancellations: Please cancel as early as possible by calling (888) 311-8340. [Confirm cancellation notice required, for example, at least 2 hours before pickup.] Late cancellations may be charged as stated in the Booking Confirmation or Service Agreement.

No-shows: If the Passenger is not at the pickup location within the wait time, the trip may be recorded as a no-show. We will make reasonable efforts to contact the Passenger or their representative first.

Cancellations by SCC: If we cancel a trip for operational reasons, we will offer to reschedule or, for prepaid trips, provide a refund.
 

8. Safety, Securement, and Assistance

Safety first: The safety of Passengers, Drivers, and Attendants is our highest priority. Passengers must follow the instructions of the Driver or Attendant when boarding, riding, and exiting.

Seatbelts and securement: Seatbelts and approved securement systems must be used as required by law and SCC policy. Wheelchairs and mobility devices must be secured during travel. A Driver may decline to transport a Passenger if a device cannot be secured safely.

Wheelchairs and equipment: Vehicle lifts, ramps, and securement systems have size and weight limits. Users must provide accurate equipment dimensions and weight when booking. We may decline a trip if a device exceeds a vehicle's rated capacity or cannot be secured safely.

Medical equipment: Passengers may travel with personal medical equipment, such as portable oxygen, when it is declared at booking and can be safely secured. [Confirm policies for oxygen, stretchers, and other medical equipment.]

First aid: Drivers and Attendants are trained in CPR/AED and first aid and may assist in an emergency until emergency responders arrive. SCC is not a healthcare provider, and our team does not provide medical treatment. Passengers who need continuous medical supervision must travel with a qualified caregiver or medical professional.

Level of assistance: Standard service is [confirm: curb-to-curb / door-to-door]. Additional assistance must be arranged in advance and depends on safety and building access.

Lifting limits: Drivers and Attendants assist within safe handling limits and do not manually lift Passengers unless using approved equipment or procedures.

Vehicle standards: Our vehicles are maintained and inspected to meet applicable federal and state safety and accessibility requirements. Lifts, ramps, and securement systems are inspected regularly.

Refusal or ending a trip: We may refuse or end a trip if conditions make it unsafe to continue, or if a Passenger's behavior endangers themselves, other passengers, or staff.
 

9. Student Transportation Safeguards

Compliance: Student transportation is provided in line with applicable federal, state, and local requirements and the policies of each school district or Intermediate Unit, including required background clearances for Drivers and Attendants, such as Pennsylvania Acts 34, 114, 151, 168, and 126 where applicable.

Individualized plans: We coordinate with schools and districts so that transportation reflects each student's IEP, 504 plan, or placement, including vehicle configuration, attendant support, and pickup windows.

Rosters and hand-offs: Schools, districts, and families must provide accurate rosters, pickup and drop-off instructions, and authorized contacts. We may withhold a student hand-off if the receiving person is not authorized or cannot be verified.

Tracking and notifications: We may use GPS, attendance logs, and notifications to confirm pickup, arrival, and hand-off. This information is shared only with authorized parties.

Behavior and safety: Drivers and Attendants are trained in trauma-informed care, de-escalation, and emergency response. Physical restraint is not used except where necessary to prevent immediate harm and as permitted by law and district policy.

Incident reporting: Any accident, behavioral incident, or significant delay involving a student is documented and reported promptly to the designated school or guardian contact.
 

10. Events and Group Transportation

Event, conference, campus, and group transportation is provided under a quote or Service Agreement that describes the schedule, vehicles, service hours, and pricing. Additional time, distance, or stops beyond the confirmed schedule may result in additional charges.

Accessibility at third-party venues, such as stadiums, convention centers, and campuses, depends on those venues' facilities and policies. SCC is not responsible for barriers outside our control, but we will work with organizers to plan accessible drop-off and pickup locations.
 

11. Fees and Payment

Pricing: Rates are set by the applicable Service Agreement, program fee schedule, or quote, and may vary by service type, vehicle, distance, time, and additional services. All prices are in U.S. dollars.

Taxes: Applicable taxes, if any, will be added as required by law. Tax-exempt organizations must provide valid exemption documentation.

Additional charges: Additional charges may apply for extended waiting, after-hours service, additional attendants, tolls, parking, or other services, as stated in the Booking Confirmation, quote, or Service Agreement.

Payment methods: We accept [confirm: credit and debit cards, invoices, purchase orders, and program or payor billing].

Invoicing: Partner Organization invoices are due within the terms stated in the Service Agreement or, if none are stated, within 30 days of the invoice date. Government payments are subject to applicable prompt payment laws. Trip logs and supporting records are available for audit upon written request.

Program-funded trips: When a trip is funded by Medicaid, a health plan, a transit agency, or another program, rates, eligibility, and billing follow that program's rules. Passengers are not charged for covered trips except as the program allows.

Billing questions: Please report any billing concern within [30] days of the invoice or receipt.
 

12. Refunds

Refund eligibility depends on when a trip is cancelled, the type of service, and how it was paid for. Trips booked under a Service Agreement or funded by a program follow those terms.

For prepaid individual trips, a full or partial refund may be available if the trip is cancelled before the notice period in the Booking Confirmation. If SCC cannot complete a confirmed trip because of a vehicle breakdown, system error, or other SCC-caused issue, you may choose a full refund or a free reschedule. Approved refunds are issued to the original payment method within [10] business days.

Refunds are not owed for delays or cancellations caused by events outside our reasonable control, as described in Section 17.
 

13. User Responsibilities

Users and Passengers agree to:

• Provide accurate trip information, including mobility equipment, assistance needs, and building access

• Be ready at the scheduled pickup time and location

• Follow Driver and Attendant instructions on boarding, securement, and safety

• Keep seatbelts and securement in use while the vehicle is moving

• Ensure personal equipment is safe, working, and suitable for transport

• Arrange any medical or personal care support needed beyond standard assistance

• Treat Drivers, Attendants, and other passengers with respect
   

Passengers may not tamper with securement systems, lifts, or vehicle equipment; smoke, vape, or use alcohol or illegal substances in vehicles; or act in a way that puts others at risk. Damage or extraordinary cleaning caused by misuse may be charged to the User or Partner Organization.
 

14. Service Providers and Subcontractors

We rely on trusted technology and service providers, such as dispatch and routing software, telematics providers, customer support tools, and accounting systems, to deliver the Services. We may also use vetted subcontractors who meet our safety, training, and compliance standards, where permitted by the applicable Service Agreement.

While we work to keep our systems reliable, occasional interruptions may occur because of third-party outages or maintenance. We are not responsible for failures of third-party systems beyond our reasonable control.
 

15. GPS, Cameras, and Safety Investigations

Our vehicles are equipped with GPS tracking and AI-assisted cameras used for passenger and driver safety, training, fleet management, incident investigation, and compliance. [Confirm whether audio is recorded; see the note in the Privacy Policy.] In-vehicle notices inform passengers that monitoring is in use.

Recordings and data are stored securely, retained only as long as needed, and accessed only by authorized personnel. We may share recordings with Partner Organizations, insurers, law enforcement, courts, or regulators when required by contract or law or needed to investigate an incident.
 

16. Privacy

Our Privacy Policy explains how we collect, use, and protect personal information, including health and student information, and is part of these Terms. When we provide Services for healthcare or education Partner Organizations, we also follow HIPAA, FERPA, and our agreements with those organizations.
 

17. Delays and Events Beyond Our Control

We are not responsible for delays or missed trips caused by events beyond our reasonable control, such as severe weather, road closures, accidents, heavy traffic, natural disasters, public health emergencies, power or communication outages, or government orders. When these events occur, we will make reasonable efforts to notify affected Users and offer to reschedule.
 

18. Loss, Damage, and Personal Belongings

Users are responsible for damage caused by negligence, misuse, or failure to follow safety instructions. Cleaning fees may apply when a vehicle needs extraordinary cleaning.

Passengers are responsible for their personal belongings. Items left in a vehicle will be held for [30] days. To ask about a lost item, call (888) 311-8340.
 

19. Insurance

SCC maintains vehicle liability, general liability, and workers' compensation insurance as required by law and by our Service Agreements. Partner Organizations may request certificates of insurance for procurement or audit purposes.
 

20. Limitation of Liability

To the fullest extent permitted by law, and unless a Service Agreement states otherwise, SCC's total liability for any claim related to the Services will not exceed the amount paid for the affected trip or, for Partner Organizations, the fees paid for the month in which the claim arose.

SCC is not liable for indirect, incidental, consequential, special, or punitive damages, including lost income or lost opportunity.

​

Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or willful misconduct, or any liability that cannot be limited under applicable law.
 

21. Complaints and Feedback

We welcome feedback and take complaints seriously. You can reach our team at (888) 311-8340 or [info@sarahcarcare.com].

We will acknowledge complaints within [2] business days and aim to provide a resolution or update within [10] business days. Complaints involving a Partner Organization, program, or insurer may take longer, and we will keep you informed.
 

If your concern is not resolved, you may also contact the agency that oversees the service, such as the Maryland Public Service Commission, the Pennsylvania Public Utility Commission, the transit agency or program that arranged your trip, or, for ADA concerns, the Federal Transit Administration Office of Civil Rights.
 

22. Governing Law and Disputes

These Terms are governed by the laws of the State of [Maryland or Pennsylvania, to be confirmed by legal counsel], without regard to conflict-of-law rules, unless a Service Agreement or applicable public-sector procurement law requires otherwise.
 

[Legal counsel should decide whether disputes are resolved in state or federal courts in a named county, or through binding arbitration, and whether a class action waiver should be included.]

Disputes with government or public-sector Partner Organizations are resolved under the process required by the applicable Service Agreement or procurement rules.
 

23. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted on this page with a new effective date. For material changes, we will provide additional notice, such as a notice on our website or an email. Changes apply going forward and do not affect trips already completed.

Your continued use of the Services after the effective date means you accept the updated Terms. For Partner Organizations with Service Agreements, changes will be communicated as described in the agreement.
 

24. Contact Us

Questions about these Terms can be sent to Sarah Car Care, Inc., 1001 Exeter Hall Ave, Baltimore, MD 21218, (888) 311-8340, info@sarahcarcare.com.