Terms of Service

1. Acceptance of These Terms

By requesting, reserving, paying for, authorizing, or using a UniqueHands transportation service, you agree to these Terms of Service and to any trip-specific terms communicated in a quote, reservation confirmation, invoice, written agreement, electronic message, or other booking communication.

If a family member, caregiver, facility, case manager, representative, or other person books transportation on behalf of a passenger, that person represents that they are authorized to provide the information necessary to arrange the trip.

2. Nature of UniqueHands Services

UniqueHands provides pre-arranged non-emergency transportation for passengers whose transportation needs fall within the services UniqueHands has agreed to provide.

3. UniqueHands Is Not an Emergency Ambulance Service

UniqueHands provides non-emergency medical transportation and mobility-assisted transportation. UniqueHands does not replace 911, emergency medical services, an ambulance, advanced life support, or another provider when emergency medical intervention is required.

If a passenger is experiencing a life-threatening emergency, severe or rapidly worsening symptoms, loss of consciousness, severe breathing difficulty, uncontrolled bleeding, or another condition requiring immediate emergency medical treatment, call 911.

4. Passenger Eligibility and Transportation Suitability

UniqueHands may review the information provided about a passenger before accepting or completing a trip. A reservation may be declined, modified, delayed, or discontinued when UniqueHands reasonably determines that the passenger’s condition or transportation requirements exceed the scope of the scheduled service.

The person arranging transportation is responsible for providing accurate information about the passenger’s mobility, transportation needs, medical stability as relevant to transportation, wheelchair or stretcher requirements, behavioral or cognitive considerations, building access, and other information that could materially affect the trip.

UniqueHands may recommend that emergency medical services, an ambulance, or another transportation provider be used when the requested service is outside the scope of non-emergency transportation.

5. Information Required When Booking

Accurate trip information is essential. Depending on the requested service, UniqueHands may ask for:

6. Wheelchair and Stretcher Transportation

Wheelchair and stretcher transportation must be requested and discussed before the trip whenever reasonably possible. UniqueHands needs sufficient information to determine whether the requested vehicle, mobility equipment, and access conditions are appropriate.

Passengers or booking parties must disclose relevant information about personal wheelchairs, oversized mobility devices, stairs, narrow entrances, difficult access points, and other conditions that may affect boarding, securement, loading, unloading, or transportation.

UniqueHands may decline or modify a transportation request when safe or appropriate access cannot reasonably be provided with the scheduled equipment or staffing.

7. Surgery, Procedure and Post-Anesthesia Transportation

Patients receiving anesthesia, sedation, or certain outpatient procedures may be subject to discharge requirements established by the treating physician or healthcare facility.

The passenger is responsible for confirming the facility’s requirements before transportation is arranged. Requirements may include a responsible adult, an approved escort, someone who remains at the facility, someone who receives discharge instructions, or someone who stays with the patient after returning home.

UniqueHands can review adult escort, waiting, transportation, and post-procedure companion requests when they are disclosed in advance and accepted as part of the reservation.

8. Adult Escort, Companion and Waiting Services

Adult escort, companion, and extended waiting services are not automatically included with every transportation reservation.

If the passenger needs UniqueHands personnel to check in with the passenger, remain at a facility, wait through a procedure, receive the passenger after discharge, accompany the passenger home, or remain with the passenger for an arranged period after arrival, that requirement must be communicated when booking.

Additional escort or waiting time may affect availability and pricing. Services not included in the original reservation are subject to availability and may not be possible to add at the last minute.

9. Hospital, Facility and Medical-Office Coordination

UniqueHands may communicate with hospitals, rehabilitation facilities, nursing facilities, senior communities, medical offices, surgical centers, or other locations when coordination is necessary for the transportation and when appropriate information has been provided or authorized.

UniqueHands is not responsible for medical decisions, discharge decisions, treatment decisions, admission decisions, or delays caused by a healthcare facility.

A hospital or facility determines whether a passenger is medically cleared for discharge. Transportation does not constitute medical clearance.

10. Pickup Times, Appointment Times and Delays

UniqueHands makes reasonable efforts to coordinate transportation according to scheduled pickup and appointment times. However, exact arrival or completion times cannot always be guaranteed.

Transportation may be affected by traffic, weather, road closures, vehicle issues, hospital discharge delays, appointment delays, facility access, passenger readiness, prior-trip delays, emergencies, or other conditions outside UniqueHands’ reasonable control.

Passengers, families, and facilities should provide as much notice as reasonably possible when appointment, discharge, pickup, or destination information changes.

11. Waiting Time and Extended Service

Waiting time may apply when a driver or escort is required to remain beyond the time included in the original reservation.

Any additional waiting, escort, accompaniment, schedule extension, or similar service may be subject to additional charges according to the trip quote, reservation confirmation, invoice, or other written communication.

12. Passenger Readiness

Passengers should be reasonably ready for transportation at the scheduled pickup time unless a different arrangement has been made.

Excessive delays caused by passenger readiness, facility discharge, missing paperwork, unavailable receiving parties, inaccessible pickup conditions, or other circumstances may affect the trip schedule and may result in additional waiting charges where applicable.

13. Changes to the Reservation

Changes to the pickup location, destination, transportation type, passenger mobility, travel date, appointment time, escort needs, waiting requirements, number of accompanying passengers, or other material trip details should be communicated to UniqueHands as soon as possible.

Changes are subject to availability and may result in a revised price. UniqueHands is not obligated to perform a materially different trip or service that was not accepted as part of the original reservation.

14. Cancellations, No-Shows and Trip Interruptions

Cancellation, no-show, late-cancellation, reservation, deposit, waiting-time, or other charges may apply when those terms were included in the quote, reservation confirmation, invoice, or other booking communication.

A passenger may be considered unavailable or a no-show when the transportation team cannot reasonably complete pickup because the passenger is not present, not ready within a reasonable or agreed period, cannot be reached, refuses transportation, or the conditions differ materially from the reservation.

UniqueHands may discontinue or refuse a trip when continuing transportation would create a safety concern, when the passenger requires a level of care outside the scheduled service, or when material information affecting the trip was not disclosed.

15. Pricing and Additional Charges

Transportation prices may vary according to mileage, travel time, transportation type, passenger mobility, wheelchair or stretcher needs, access conditions, required personnel, waiting time, escort services, tolls, parking, additional stops, schedule changes, long-distance requirements, and other trip-specific factors.

The applicable price and payment terms are those provided in the trip quote, reservation confirmation, invoice, or other written booking communication. A material change in the requested transportation may result in a revised charge.

16. Private-Pay Services and Insurance

UniqueHands provides private-pay transportation. Payment arrangements are made directly with the passenger, responsible party, organization, or other person or entity arranging the trip.

UniqueHands does not bill Medicaid or private health insurance directly.

A passenger who wishes to seek reimbursement from an insurance company, benefit program, employer, healthcare account, or other third party is responsible for verifying eligibility, documentation requirements, and coverage directly with that third party. UniqueHands does not guarantee reimbursement.

17. Payment Authorization

By providing a payment method or authorizing another person or organization to pay, the responsible party authorizes UniqueHands to collect charges that were agreed to for the transportation and any applicable additional services or charges permitted under the reservation terms.

Payment disputes should be reported promptly so UniqueHands can review the reservation, trip records, and applicable charges.

18. Personal Property, Luggage and Mobility Equipment

Passengers should inform UniqueHands in advance about significant luggage, personal belongings, wheelchairs, walkers, mobility devices, or other equipment that must travel with the passenger.

Passengers and responsible parties remain responsible for identifying, securing, and retrieving personal property except where UniqueHands has specifically agreed to provide assistance. UniqueHands should be notified promptly about any item believed to have been left in a vehicle.

19. Family Members, Caregivers and Other Passengers

A family member, caregiver, or companion may be permitted to travel when vehicle capacity, transportation type, safety requirements, and the reservation allow it.

All additional passengers should be disclosed during scheduling. UniqueHands may limit accompanying passengers when necessary because of vehicle capacity, mobility equipment, trip requirements, or safety considerations.

20. Passenger and Customer Conduct

UniqueHands may refuse or discontinue service when a passenger, companion, customer, or other involved person engages in threatening, violent, abusive, unsafe, illegal, or seriously disruptive conduct.

Service may also be refused when transportation cannot reasonably be completed without creating a serious safety risk to the passenger, transportation personnel, other occupants, or equipment.

21. Receiving Party and Destination Access

For passengers who should not be left unattended, the booking party is responsible for ensuring that an appropriate receiving person or facility is available at the destination unless UniqueHands has expressly agreed to a different arrangement.

If a receiving facility refuses admission, the destination is inaccessible, the expected receiving party is unavailable, or other circumstances prevent completion of the planned drop-off, additional transportation or waiting arrangements may be necessary and may result in additional charges.

22. Long-Distance and State-to-State Transportation

Long-distance and interstate trips require additional planning. UniqueHands may review route length, travel time, mobility needs, passenger positioning, access requirements, destination arrangements, companion travel, belongings, and other factors before accepting the trip.

Acceptance of one long-distance route does not guarantee availability for every destination or passenger.

A long-distance reservation may be subject to trip-specific payment, cancellation, scheduling, lodging, waiting, toll, or other terms disclosed before service.

23. Weather, Traffic and Conditions Beyond Our Control

Transportation may be delayed, modified, postponed, rerouted, or canceled because of severe weather, road closures, accidents, government restrictions, unsafe travel conditions, natural events, mechanical issues, facility delays, or other circumstances beyond UniqueHands’ reasonable control.

UniqueHands may determine that transportation should not proceed when road, weather, access, or other conditions create an unreasonable safety concern.

24. Website Information

Information on the UniqueHands website is provided for general informational purposes and to help users understand available transportation services.

Website content does not guarantee that a particular passenger, route, facility, transportation type, service level, date, or time will be accepted.

Specific service availability is determined through the reservation process.

25. No Medical Advice

Information provided by UniqueHands regarding transportation does not constitute medical advice, diagnosis, treatment, or medical clearance.

Questions about whether a passenger is medically appropriate for a particular trip, whether a passenger may leave a facility, or what medical precautions are required should be directed to the passenger’s physician or treating healthcare provider.

26. Personal and Transportation Information

UniqueHands may collect information reasonably necessary to respond to inquiries, prepare quotes, schedule transportation, communicate with passengers and responsible parties, coordinate transportation, process payments, and maintain business records.

Information should only be provided when relevant to the transportation request. Additional privacy practices may be addressed in the UniqueHands Privacy Policy.

27. Third-Party Facilities and Services

UniqueHands is an independent transportation provider and is not responsible for the acts, omissions, schedules, policies, treatment decisions, discharge rules, admission requirements, or services of hospitals, physicians, surgical centers, rehabilitation centers, airlines, airports, senior communities, insurers, or other third parties.

References to healthcare facilities or other organizations do not imply ownership, sponsorship, affiliation, partnership, or endorsement unless expressly stated.

28. Limitation of Responsibility

UniqueHands is responsible for providing the transportation services it has agreed to provide, subject to these Terms and applicable law.

To the fullest extent permitted by applicable law, UniqueHands is not responsible for losses or delays caused by circumstances outside its reasonable control, including facility delays, medical decisions, inaccurate information provided by the booking party, unavailable receiving parties, road closures, weather, traffic incidents, or third-party conduct.

Nothing in these Terms is intended to waive rights or responsibilities that cannot legally be waived under applicable law.

29. Accurate Information and Responsibility of the Booking Party

The person arranging transportation agrees to provide truthful and materially complete information about the transportation request.

UniqueHands may rely on information provided by the passenger, family, caregiver, facility, or responsible booking party when determining how the trip should be scheduled.

30. Changes to These Terms

UniqueHands may update these Terms of Service from time to time to reflect changes in services, operating practices, technology, legal requirements, or business policies.

The version published on this page will state its effective date. Continued use of UniqueHands services after updated terms become effective constitutes acceptance of the updated terms to the extent permitted by law.

31. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

32. Contact UniqueHands

If you have questions about these Terms of Service or need clarification regarding a transportation reservation, contact UniqueHands before booking or before the scheduled trip.

UniqueHands Policies & Service Information

Review additional information about UniqueHands and the transportation services available.

Clear transportation planning starts before the trip.

Tell us about the passenger, mobility needs, pickup, destination, schedule, wheelchair or stretcher requirements, building access, escort needs, and any special transportation circumstances when requesting service.