Terms of Service

About our service

CareVoya provides private, ambulatory non-emergency medical transportation ("NEMT") in Rockland County, Westchester County, New York and North Jersey. We are not an emergency service. If you are experiencing a medical emergency, call 911.

What we can and cannot transport

Our service is for passengers who can walk, including with a cane or walker, and who may need a steady arm from their door to the car. We do not currently provide wheelchair, stretcher or bariatric transport, nor medical care during the ride. If you are unsure whether we can transport you safely, please call us before booking.

Booking and confirmation

A ride request sent through our website is an enquiry, not a confirmed booking. Your ride is confirmed when a CareVoya coordinator calls or texts you to agree the pickup window and price. We'll do our best to accommodate same-day requests, but availability is not guaranteed.

Pricing, prepayment and wait time

• We give you a flat quote before the ride. There are no meters and no surge pricing.
• For private-pay trips, pre-payment is required before all advance pickups. Your pickup time is reserved once payment is received.
• Every appointment includes up to two (2) hours of wait time at no extra charge.
• Time beyond the included two hours is billed at $30 per hour. For private-pay trips, this is charged to the credit card on file.
• Insurance and Medicaid transportation coverage (through MAS) is pending acceptance at the time of writing and is not guaranteed. Call us to check whether coverage applies.

Cancellations and changes

Plans change — just let us know as early as you can so we can adjust your driver's schedule. Please call (845) 675-6789 to cancel or change a ride. Any refund or change to a prepaid trip will be discussed with you when you call.

Passenger responsibilities

Please be ready at your agreed pickup time, tell us in advance about stairs, locked entrances or building access, and follow your driver's safety guidance when getting in and out of the vehicle. Seat belts must be worn for the whole trip. We may decline a ride if transporting a passenger would be unsafe for them, for our driver or for the vehicle.

Companions

A companion or family member is welcome to ride with you. Tell us when you book so we can plan seating.

Liability

We take safety seriously and carry care into every trip. To the extent permitted by law, CareVoya is not responsible for delays caused by traffic, weather, facility procedures or other events outside our control. Nothing in these terms limits any rights you have under applicable law.

Changes to these terms

We may update these terms from time to time. The version in force is the one published on this page.