Terms of Service

Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "passenger," or "customer") and Comfort Life Transportation ("Comfort Life," "we," "us," or "our"), a non-emergency medical transportation company based in Lexington, Massachusetts.

By visiting our website at comfortlifeus.com, submitting a quote request, booking a ride, or using any of our transportation services, you agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference.

If you are booking or arranging transportation on behalf of another person — such as a family member, patient, or resident of a senior facility — you represent and warrant that you have the authority to enter into this agreement on their behalf, and that by doing so, you bind both yourself and that person to these Terms.

If you do not agree to these Terms, please do not use our website or services.

Services We Provide

Comfort Life Transportation provides scheduled, non-emergency medical transportation (NEMT) services to passengers in the Greater Boston area and throughout Massachusetts. Our services include:

• Wheelchair transportation — ADA-compliant van transport for passengers using manual wheelchairs, power wheelchairs, or motorized scooters
• Ambulatory transportation — door-to-door transport for passengers who walk independently or with a cane, walker, or crutches
• Senior transportation — patient-paced transport for elderly passengers, including coordination with senior living facilities
• Medical facility transport — transport to and from hospitals, clinics, dialysis centers, cancer treatment centers, rehabilitation facilities, and other healthcare providers
• Recurring treatment transport — standing scheduled transport for passengers on dialysis, chemotherapy, radiation, physical therapy, or other recurring treatment programs
• Hospital discharge transport — coordinated transport for patients being discharged from a hospital or medical facility
• Long-distance medical transport — transport to out-of-area and out-of-state medical facilities, priced per route
• Social and community outings — transport for non-medical destinations including social events, community activities, and personal appointments

We operate seven days a week from 6:00 AM to 10:00 PM. Service availability is subject to vehicle and driver availability at the time of booking. We reserve the right to decline or discontinue service in circumstances beyond our control, including but not limited to severe weather, road closures, or safety concerns.

Eligibility

Our services are available to any individual who requires non-emergency transportation assistance, including but not limited to:

• Individuals with physical disabilities or mobility limitations
• Elderly individuals requiring assistance with transportation
• Patients traveling to or from medical appointments, treatments, or procedures
• Patients being discharged from hospitals or rehabilitation facilities
• Individuals who are unable to drive due to a medical condition, post-surgical restriction, or medication
• Family members or caregivers arranging transportation on behalf of eligible passengers

We serve passengers throughout the Greater Boston area and Massachusetts. Specific geographic availability may vary. Contact us at (857) 777-9000 to confirm service availability for your specific location.

We do not discriminate on the basis of race, color, national origin, sex, disability, age, religion, or any other characteristic protected by applicable law in the provision of our services.

Booking & Scheduling

How to Book

Rides may be booked by calling us at (857) 777-9000 or by submitting a quote request through our website at comfortlifeus.com. A booking is not confirmed until you receive verbal or written confirmation from a Comfort Life Transportation representative.

Advance Notice

We strongly recommend booking at least 24 hours in advance for all trips. We will make every effort to accommodate same-day requests based on availability, but same-day bookings are not guaranteed. For recurring treatment schedules (dialysis, chemotherapy, etc.), we recommend scheduling your standing appointments at least 48–72 hours before the first session.

Accurate Information

You are responsible for providing accurate and complete information at the time of booking, including:

• Correct pickup address and destination address
• Accurate pickup date and time
• Correct passenger name and contact phone number
• Accurate description of mobility needs (e.g., manual wheelchair, power chair, walker, ambulatory)
• Number of passengers traveling (including companions)
• Any special instructions relevant to the trip (e.g., facility entrance to use, need for extra time, oxygen equipment)

Comfort Life Transportation is not responsible for missed appointments, incorrect drop-offs, or service failures resulting from inaccurate information provided by the customer at the time of booking.

Companion Policy

One companion or family member may ride along at no additional charge on any trip. Additional companions may be accommodated based on vehicle capacity and must be disclosed at the time of booking. We reserve the right to limit the number of companions based on vehicle safety requirements.

Recurring Schedules

For passengers on standing schedules, the agreed schedule remains in effect until either party provides notice of cancellation or modification. You are responsible for notifying us promptly if your treatment schedule changes, a session is cancelled by your provider, or you no longer require the standing service.

Cancellation Policy

How to Cancel

To cancel a trip, call us at (857) 777-9000 as soon as possible. Please do not cancel via email or web form alone — call us directly to ensure your cancellation is received and confirmed before your driver is dispatched.

Driver Wait Time

Our drivers will wait up to 15 minutes past the scheduled pickup time before marking a trip as a no-show. If you need more time, please call us before your scheduled pickup so we can communicate with your driver. Driver wait time during your medical appointment is included in your quoted fare at no extra charge.

Cancellations Due to Medical Emergency

We understand that medical situations are unpredictable. If you need to cancel due to a sudden medical emergency or hospitalization, please contact us as soon as you are able, and we will waive any applicable cancellation fees at our discretion.

Payment & Pricing

Pricing

Our base rates are:

Final pricing depends on your specific pickup location, destination, vehicle type, and trip distance. Your exact fare will be confirmed before you commit to booking. We do not charge surge pricing, hidden fees, or fuel surcharges. The fare quoted is the fare you pay.

Payment Methods

We accept cash, credit cards, and debit cards. Payment is due after your trip is completed — no upfront payment is required to book. We do not currently accept insurance, Medicaid, or Medicare as direct payment methods. Patients covered by MassHealth or other programs should contact their plan administrator regarding reimbursement.

Payment Disputes

If you believe you were charged incorrectly, please contact us within 30 days of the trip at (857) 777-9000 or info@comfortlifeus.com. We will review your concern and resolve it promptly. Initiating a credit card chargeback without first contacting us may result in suspension of service.

Outstanding Balances

Passengers with unpaid outstanding balances from previous trips may be required to settle those balances before new trips are confirmed. We reserve the right to suspend service to customers with repeated non-payment.

Passenger Conduct

We are committed to providing a safe, comfortable, and respectful environment for all passengers and our drivers. By using our services, you agree to the following standards of conduct:

• Treat our drivers with dignity and respect at all times
• Do not engage in verbal abuse, threats, harassment, or discriminatory language directed at our drivers or other passengers
• Do not engage in any physical contact with our drivers without their consent
• Do not consume alcohol, illegal substances, or smoke/vape in any of our vehicles
• Do not bring firearms, weapons, or hazardous materials into our vehicles
• Wear a seatbelt at all times during transport (required by Massachusetts law)
• Ensure that any medical equipment, personal bags, or belongings are disclosed at the time of booking if they may affect vehicle capacity
• Follow reasonable instructions from your driver regarding vehicle safety and boarding/alighting procedures

Limitation of Liability

Comfort Life Transportation carries commercial automobile liability insurance as required by the Commonwealth of Massachusetts. In the event of an accident or incident during transport, our insurance coverage applies to the extent required by law.

To the fullest extent permitted by applicable law, Comfort Life Transportation shall not be liable for:

• Indirect, incidental, special, consequential, or punitive damages arising from the use of our services
• Missed medical appointments due to circumstances beyond our reasonable control, including traffic, severe weather, accidents, road closures, or vehicle breakdowns
• Loss or damage to personal property left in our vehicles
• Any worsening of a passenger's medical condition that is unrelated to our negligence during transport
• Delays or service failures caused by inaccurate information provided by the customer at the time of booking
• Actions or omissions of third parties, including medical facilities, parking staff, or other drivers on public roads

Our total liability to you for any claim arising from our services shall not exceed the amount paid by you for the specific trip giving rise to the claim.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded or limited under applicable Massachusetts or federal law.

Medical Disclaimer

Our drivers are trained in passenger assistance and safe transport — they are not medical professionals, nurses, EMTs, or paramedics. They are not authorized to administer medication, perform medical procedures, or provide clinical assessments during transport.

If your condition requires medical monitoring or clinical intervention during transport, our non-emergency transportation service may not be appropriate for your needs. Please consult with your physician or healthcare provider to determine the right level of transport care for your specific situation.

In the event of a medical emergency during transport, our driver will pull over safely and call 911. Our drivers carry a basic first aid kit and are trained to respond calmly in emergencies, but their primary responsibility is to ensure your safety while emergency services are contacted.

By using our services, you represent that you and any passengers you book for are medically stable for non-emergency ground transportation, and that your physician or care team has not restricted or advised against such transport.

Vehicles & Equipment

We maintain our vehicles in good working condition and in compliance with applicable Massachusetts transportation and ADA accessibility requirements. Our wheelchair-accessible vehicles are equipped with hydraulic lifts and certified four-point wheelchair tie-down systems.

You are responsible for disclosing the following at the time of booking so we can dispatch the correct vehicle:

• Whether you require a wheelchair-accessible vehicle
• The type of mobility device (manual wheelchair, power wheelchair, motorized scooter, walker, etc.)
• The approximate weight and dimensions of the mobility device if unusually large or heavy
• Any medical equipment that will accompany you (oxygen tanks, IV poles, feeding pumps, etc.)
• Any other factors that may affect the vehicle or driver requirements for your trip

We cannot guarantee a specific vehicle type or model for any given trip. We will dispatch the most appropriate available vehicle for your disclosed needs. If the vehicle dispatched is not suitable upon arrival due to inaccurate information provided at booking, a new trip may need to be scheduled and the original trip may be subject to a service fee.

Privacy

Your use of our website and services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using our services, you consent to our collection, use, and handling of your personal information as described in the Privacy Policy.

We take the privacy and security of your personal information — including any health-related mobility information you share with us — seriously. We do not sell your information to third parties. Please review our Privacy Policy for full details on how we handle your data.

Website Use

Permitted Use

You may use our website for lawful purposes only — to obtain information about our services, request a quote, or contact us. You agree not to:

• Use our website in any way that violates applicable local, state, or federal laws or regulations
• Transmit unsolicited advertising, spam, or promotional material
• Attempt to gain unauthorized access to our systems or disrupt website performance
• Scrape, copy, or reproduce our website content for commercial purposes without our written permission
• Misrepresent your identity or affiliation when contacting us through the website

Intellectual Property

All content on comfortlifeus.com — including text, graphics, logos, icons, images, and page layout — is the property of Comfort Life Transportation or its content suppliers and is protected by applicable copyright and trademark laws. You may not reproduce, distribute, or create derivative works from our content without our prior written consent.

Accuracy of Information

We make every effort to keep the information on our website accurate and current. However, we do not warrant that the information on our website is complete, accurate, or up to date at all times. Pricing, service availability, and operating hours are subject to change. Always call us to confirm current pricing and availability before booking.

Third-Party Links

Our website may contain links to third-party websites (such as hospital websites). These links are provided for your convenience. We have no control over the content of those sites and accept no responsibility for them.

Indemnification

You agree to defend, indemnify, and hold harmless Comfort Life Transportation, its owners, employees, drivers, contractors, and agents from and against any claims, damages, losses, costs, and expenses (including reasonable legal fees) arising from:

• Your breach of these Terms
• Your violation of any applicable law or regulation
• Your negligent or intentional misconduct during transport or in connection with our services
• Inaccurate information you provided at the time of booking
• Any claim by a third party arising from your conduct during transport

Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without regard to its conflict of law provisions.

Any dispute arising out of or relating to these Terms or our services shall first be subject to good-faith negotiation between the parties. If the dispute cannot be resolved informally, it shall be submitted to binding arbitration in Middlesex County, Massachusetts, under the rules of the American Arbitration Association, unless both parties agree otherwise in writing.

Notwithstanding the above, either party may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent irreparable harm. You agree that any claim arising from our services must be filed within one (1) year of the date the claim arose, or it will be forever barred.

Changes to These Terms

We reserve the right to update or modify these Terms at any time. When we make material changes, we will update the "Last Updated" date at the top of this page. For significant changes, we may also provide notice on our homepage or contact you directly.

Your continued use of our website or services after any changes to these Terms constitutes your acceptance of the revised Terms. If you do not agree to the updated Terms, please discontinue use of our services and contact us to cancel any pending bookings.

We recommend bookmarking this page and reviewing it periodically, particularly if you are a recurring customer on a standing schedule.