Privacy Policy

Who We Are

Comfort Life Transportation ("we," "us," or "our") is a non-emergency medical transportation company based in Lexington, Massachusetts. We operate at:

This Privacy Policy applies to all information collected through our website at comfortlifeus.com, through our booking and quote request forms, and in connection with our transportation services.

Information We Collect

We collect information you provide directly to us, as well as certain information automatically when you visit our website.

Information You Provide to Us

When you request a quote, book a ride, or contact us, we may collect:

• Personal identifiers: Your name, phone number, and email address
• Trip details: Pickup address, destination address, date and time of trip, and trip type (wheelchair, ambulatory, senior, etc.)
• Medical and mobility information: Information about your mobility needs — for example, whether you use a manual wheelchair, power wheelchair, or walker — so we can dispatch the appropriate vehicle. We do not collect detailed medical diagnoses or treatment records.
• Facility information: The name of the medical facility or healthcare provider you are traveling to, if provided
• Emergency contact information: Name and phone number of a family member or caregiver, if you choose to provide it
• Payment information: We accept cash, credit cards, and debit cards. Card payments are processed by a third-party payment processor. We do not store full credit card numbers on our systems.
• Communications: Records of any phone calls, text messages, emails, or form submissions you send to us

Information Collected Automatically

When you visit our website, we may automatically collect:

• Usage data: Pages viewed, time spent on pages, links clicked, and referring URLs
• Device and browser information: IP address, browser type, operating system, and screen size
• Location data: General geographic location inferred from your IP address (city/state level — not precise GPS location)
• Cookies and similar technologies: See Section 5 for details

How We Use Your Information

We use the information we collect to:

• Respond to your quote requests and booking inquiries
• Schedule, confirm, and dispatch your transportation
• Contact you with trip confirmation, reminders, or schedule changes
• Process payment for completed trips
• Maintain records of your service history and standing schedule preferences
• Coordinate with the medical facility or senior community you are traveling to or from, when necessary to ensure a smooth pickup
• Improve our services, routes, and vehicle fleet based on aggregate trip data
• Respond to your questions, complaints, or feedback
• Comply with applicable Massachusetts and federal laws and regulations
• Analyze website traffic and usage patterns to improve comfortlifeus.com

Sharing Your Information

We share your information only in the following limited circumstances:

Service Providers

We may share your information with trusted third-party vendors who assist us in operating our business, including payment processors, scheduling software providers, and website hosting providers. These vendors are contractually required to use your information only to provide services to us and may not use it for their own purposes.

Healthcare Facility Coordination

In some cases — particularly for hospital discharge transport or coordination with senior living facilities — we may share your name and estimated arrival time with the relevant facility or care team to ensure a seamless, timely pickup. We share only what is necessary to coordinate your transport.

Legal Requirements

We may disclose your information if required to do so by law, court order, or government authority, or when we believe in good faith that disclosure is necessary to protect the safety of any person, prevent fraud, or respond to a legal process.

Business Transfers

In the event Comfort Life Transportation is acquired by or merged with another company, your information may be transferred as part of that transaction. We will notify you via email or prominent notice on our website before your information is transferred and becomes subject to a different privacy policy.

With Your Consent

We may share your information for any other purpose with your explicit prior consent.

Cookies & Tracking Technologies

Our website uses cookies and similar tracking technologies to improve your browsing experience and analyze site usage. Cookies are small text files stored on your device when you visit a website.

Types of Cookies We Use

You can control cookies through your browser settings. Most browsers allow you to refuse cookies or delete existing cookies. Note that disabling certain cookies may affect the functionality of our website. You may also opt out of Google Analytics tracking at tools.google.com/dlpage/gaoptout.

Data Retention

We retain your personal information for as long as necessary to provide our services and comply with our legal obligations:

• Trip records and customer information: We retain records of completed trips and associated customer information for a minimum of 3 years for billing, dispute resolution, and regulatory compliance purposes.
• Standing schedule information: Retained for the duration of your active service relationship with us, plus 12 months after your last trip.
• Communications and inquiries: Retained for 2 years from the date of last contact.
• Website analytics data: Aggregated analytics data is retained for up to 26 months per Google Analytics default retention settings.

When information is no longer needed, we securely delete or anonymize it.

Your Rights

As a Massachusetts resident, you have the following rights regarding your personal information:

We will respond to all verified requests within 30 days. We may need to verify your identity before fulfilling certain requests.

Children's Privacy

Our website and services are not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately at info@comfortlifeus.com or (857) 777-9000 and we will promptly delete that information.

We do provide transportation services for pediatric patients when arranged by a parent, legal guardian, or authorized healthcare provider. In those cases, the booking information is collected from and provided by the adult responsible for the child's care.

Security

We take reasonable technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• SSL/TLS encryption on our website (HTTPS)
• Secure, access-controlled storage of customer records
• Limited access to personal information — only employees and contractors who need it to perform their job functions
• Use of third-party payment processors that are PCI-DSS compliant for handling credit and debit card payments

Third-Party Links

Our website may contain links to third-party websites, including hospital websites, senior facility websites, and other resources we reference for your convenience. These links are provided for informational purposes only. We do not control these websites and are not responsible for their privacy practices or content.

We encourage you to review the privacy policy of any third-party website you visit through a link on comfortlifeus.com. This Privacy Policy applies only to information collected by Comfort Life Transportation through our own website and services.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the "Last Updated" date at the top of this page.

We encourage you to review this Privacy Policy periodically. Your continued use of our website or services after any changes constitutes your acceptance of the updated policy. If changes are significant, we may provide a more prominent notice.