Terms of Service

Originally Posted: April 2, 2025
Last Updated: August 11, 2026

Welcome to thedoctorride.com (the “Website”). The Website, the Website's content, and the transportation services described on it are owned and operated by Doc Ride Limited Liability Co., d.b.a. The Doctor Ride (“The Doctor Ride,” “we,” “us,” or “our”).

By accessing the Website, requesting a quote, booking a ride, or otherwise using our services (collectively, the “Services”), you (“you,” “User,” or “passenger”) agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, do not use the Website or book a ride with us.

If you are booking a ride on behalf of another person (a parent, family member, or patient), you represent that you are authorized to accept these Terms on that person's behalf, and you agree to make the rider aware of the terms that apply to them, including the recording and conduct provisions below.

We may update these Terms from time to time. The version in effect at the time of your booking governs that ride. Continued use of the Website or Services after an update constitutes acceptance of the revised Terms.

1. Description of Service

The Doctor Ride provides private-pay, non-emergency medical transportation (“NEMT”) in and around Charlotte, North Carolina. We own our vehicles and directly employ or contract our drivers. We are not a broker, dispatch platform, or marketplace — every ride is performed by The Doctor Ride, not a third party we route your request to.

We offer three service types:

• One-way rides (no return leg included)
• Round trip / two-way rides (return leg included and guaranteed)
• Wait & Return, where the driver remains on-site for the duration of your appointment and returns you home afterward

2. Not Emergency Transportation; Not a Medical Provider

The Doctor Ride is not an ambulance service, emergency medical transport, or a substitute for 911 or emergency care. Do not use our Services if you are experiencing a medical emergency — call 911.

We are not a medical provider. Our drivers are not medical professionals and do not provide medical care, monitoring, or treatment during transport, even if trained in CPR or wheelchair handling. Any wait-and-return “discharge escort” service we provide is transportation and waiting only, not medical supervision or a medical decision-maker on your behalf.

3. Service Area

We currently serve Charlotte, North Carolina and surrounding areas within approximately 40–45 minutes' drive of Charlotte, within North Carolina only. We do not currently service South Carolina pickups or drop-offs. We do not provide airport transportation. Service area and exclusions may change; the area confirmed to you at the time of booking governs that ride.

4. Eligibility

The Website and Services are not directed to, and may not be used by, anyone under 13 years of age. Booking a ride for a minor must be done by a parent, guardian, or other authorized adult.

5. Booking, Quotes, and Pricing

Quotes provided through our online estimator or by phone are estimates based on the information provided (pickup/drop-off location, mobility type, service type, and timing). Final pricing is confirmed by our dispatch team and may vary based on actual mileage, wait time, and applicable surcharges (after-hours, weekend, holiday), as disclosed at the time of booking.

Rates differ by mobility type (ambulatory vs. wheelchair) and service type. We do not surge price based on notice given — the rate quoted for your service type and timing is the rate charged, consistent with our published rack rates at the time of booking.

Reserved Membership discounts, where applicable, apply only to pickup addresses within our published member service zone. Membership itself — including the fee, billing, and cancellation of the membership plan — is governed by a separate Reserved Membership Agreement provided to you at sign-up, which is incorporated into these Terms by reference. If there is a conflict between that Membership Agreement and these Terms as to membership billing or cancellation, the Membership Agreement controls; the ride-level cancellation, no-show, and deposit policy in Section 6 below applies to every individual ride, including rides booked under a membership.

6. Payment, Deposits, and Cancellation

A non-refundable deposit is required to confirm your booking. The remaining balance is due after the ride is completed.

Standard ride (one-way or round trip)
Deposit at booking: $50 (non-refundable)
No-show fee: additional $50
Total if no-show: $100

Wait & Return — Ambulatory
Deposit at booking: $125 (non-refundable)
No-show fee: additional $50
Total if no-show: $175

Wait & Return — Wheelchair
Deposit at booking: $150 (non-refundable)
No-show fee: additional $50
Total if no-show: $200

Wait & Return bookings commit a driver and vehicle for three to six or more hours, are typically booked weeks in advance, and cannot be reassigned to other clients during that window — the policy below applies with particular weight to these bookings.

Cancellations, no-shows, and rescheduling:

• Cancellation for any reason: Deposit is forfeited. No additional fee is charged.
• No-show (driver dispatched, client unreachable or not present): Deposit forfeited plus a $50 no-show fee.
• Medical provider cancels your appointment, with written proof (a portal message, call log, or office note): Full deposit refund, no fee.
• You reschedule and we can accommodate the new date: Deposit transfers to the new booking.
• You reschedule but we are fully booked on the new date: Full deposit refund, no fee.
• Your provider reschedules your appointment, with written proof: Deposit transfers to the new date, or is fully refunded if we're unavailable on the new date.

Please contact us as early as possible at support@thedoctorride.com or 704-992-7433 if you need to cancel or reschedule. We accept the payment methods disclosed at booking. Prices are quoted in U.S. dollars.

7. Vehicle Recording and Consent

For the safety of our passengers and drivers, and for quality assurance purposes, vehicles operated by The Doctor Ride may be equipped with audio and/or video recording devices. By booking or riding with The Doctor Ride, you acknowledge and consent to being recorded while inside the vehicle.

Recordings may be used to investigate incidents, resolve disputes, train drivers, and ensure compliance with our safety standards. Recordings are retained for a limited period and accessed only as needed for these purposes. Recordings are not used for marketing or any purpose beyond safety, training, and quality assurance without your separate written consent.

If you do not consent to being recorded, notify us prior to your ride so alternative arrangements can be discussed.

8. Passenger Conduct and Safety

You agree to:

• Provide accurate pickup, drop-off, and mobility information at booking, including any equipment (wheelchair, walker, oxygen) the driver should expect
• Be ready at the agreed pickup time and location
• Treat drivers and staff respectfully. We reserve the right to refuse or discontinue service to any passenger who is abusive, threatening, or creates an unsafe environment for the driver or vehicle
• Wear seatbelts and comply with driver safety instructions while in the vehicle

We reserve the right to decline a ride, or end a ride in progress, if a passenger's medical condition presents a safety risk our vehicles or drivers are not equipped to handle (e.g., a condition requiring emergency medical intervention).

9. Assumption of Risk and Limitation of Liability

Transportation inherently involves risk, including risks from traffic, weather, and road conditions beyond our control. To the fullest extent permitted by North Carolina law, The Doctor Ride's liability for any claim arising from the Services is limited to the amount you paid for the ride giving rise to the claim.

The Doctor Ride is not liable for delays or cancellations caused by events beyond our reasonable control (weather, road closures, traffic incidents, or acts of third parties), though we will make reasonable efforts to notify you and adjust timing.

Nothing in these Terms limits liability that cannot be limited under North Carolina law, including liability for gross negligence or willful misconduct.

10. Indemnification

You agree to indemnify and hold The Doctor Ride, its owners, employees, and drivers harmless from claims, damages, or expenses (including reasonable attorneys' fees) arising from your breach of these Terms, misuse of the Services, or provision of inaccurate information at booking (e.g., undisclosed mobility needs that create a safety issue).

11. Insurance

The Doctor Ride maintains commercial auto and general liability insurance consistent with North Carolina requirements for non-emergency medical transportation providers. Insurance details are available upon request for verification purposes (e.g., to facility discharge planners) but are not a warranty of coverage for any specific claim.

12. Website Use

Separate from the transportation Services, if you use the Website you agree not to:

• Scrape, data-mine, or use automated tools to extract content from the Website
• Use the Website for any unlawful purpose or to transmit harmful code
• Misrepresent your identity or booking information

Content on the Website (pricing tools, service descriptions, reviews) is provided for informational purposes and does not constitute a binding offer independent of a confirmed booking.

13. Privacy

Our collection and use of your personal information, including booking details and any recordings described in Section 7, is governed by our Privacy Policy, which is incorporated into these Terms by reference.

14. Changes to Services

We may modify, suspend, or discontinue any part of the Website or Services at any time. We will not be liable for any such modification, suspension, or discontinuation, except with respect to rides already confirmed and paid for.

15. Governing Law and Disputes

These Terms are governed by the laws of the State of North Carolina, without regard to conflict-of-law principles.

Agreement to Arbitrate. Except for disputes eligible for small claims court, you and The Doctor Ride agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services will be resolved by binding, individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, rather than in court. The arbitration will be held in Mecklenburg County, North Carolina, or conducted by phone or videoconference if the arbitrator permits. The Doctor Ride will pay the AAA filing and arbitrator fees required under the AAA Consumer Arbitration Rules for claims you bring in good faith.

Class Action Waiver. Any arbitration or court proceeding will be conducted only on an individual basis and not as part of a class, consolidated, or representative action. Neither you nor The Doctor Ride may bring a claim as a plaintiff or class member in any purported class or representative proceeding.

Right to Opt Out. You may opt out of this arbitration agreement by sending written notice to support@thedoctorride.com within 30 days of first accepting these Terms, stating your name and that you opt out of arbitration. Opting out does not affect any other part of these Terms, including the venue provision below.

Venue for Non-Arbitrable Claims. For any claim not subject to arbitration (including small claims matters or claims by a party who has validly opted out of arbitration), you consent to the exclusive jurisdiction and venue of the state or federal courts located in Mecklenburg County, North Carolina.

Severability of this Section. If the Class Action Waiver is found unenforceable, that finding does not render the remainder of this arbitration agreement unenforceable; the remainder will be enforced to the maximum extent permitted.

16. General

If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect. Our failure to enforce any provision is not a waiver of our right to do so later. These Terms, together with the Privacy Policy, constitute the entire agreement between you and The Doctor Ride regarding the Services.

17. Contact

Questions about these Terms can be directed to:

Doc Ride Limited Liability Co., d.b.a. The Doctor Ride
Email: support@thedoctorride.com
Phone: 704-992-7433