Booking and Cancellation Terms

Last updated: October 2026. These terms apply to rides booked with Medical Rides, a service of NEMA Network (“we”, “us”), online or by phone.

Your price

You see one flat price before you book. It covers the trip as you described it: the vehicle, the distance, a round trip, and any wait time you chose.
If the trip changes on the day (an extra stop, a longer wait than booked, a different destination), we will tell you the new price and get your agreement before it applies.

Your ride is confirmed once payment goes through. Payment is processed securely by QuickBooks; we never see or store your card details.
An unpaid payment link expires 24 hours after we send it, or 1 hour before pickup, whichever comes first. After that, call us to rebook.

More than 3 hours before pickup: cancel or change for free. If you have paid, we refund you in full.
Within 3 hours of pickup, or once the driver is on the way: the ride is not refundable, because a driver has been committed to your trip.
To cancel or change, call (510) 397-4488.

Please have the rider ready at the pickup time. If the rider is not ready, or cannot be found, within 15 minutes of the pickup time, the driver may leave and the ride is not refundable.
The rider must be able to travel safely in the vehicle booked. If the driver finds the vehicle is not safe for the rider (for example, a rider who cannot sit up booked in a wheelchair van), the ride may not go ahead, and we will help you rebook in the right vehicle.
One family member or escort rides free.

Medical Rides is non-emergency transportation. Drivers do not provide medical care. If this is a medical emergency, call 911.

Rides are fulfilled by independent transportation providers credentialed through the NEMA Network. Questions? Call (510) 397-4488.