ElevenO3 CareLink Solutions
Questions before you plan your ride?
Start here. These are the questions families and passengers most often need answered before scheduling healthcare transportation with ElevenO3.
Before you schedule
What ElevenO3 does, who can book, where we serve, and how a ride becomes confirmed.
What is non-emergency medical transportation?
Non-emergency medical transportation (NEMT) is scheduled transportation for people who need transportation to healthcare appointments or related destinations but do not require an ambulance or emergency medical care.
ElevenO3 provides scheduled, non-clinical transportation assistance. If you are experiencing a medical emergency, call 911 or the appropriate emergency service.
Who can use ElevenO3 CareLink Solutions?
ElevenO3 serves self-pay (private-pay) clients who need thoughtfully planned healthcare transportation. A family member, caregiver, patient advocate, or other authorized person may also arrange transportation on a passenger's behalf.
What areas do you serve?
ElevenO3 serves Greater Houston, Texas. Availability can depend on the pickup location, destination, requested service, timing, and vehicle availability.
If you are unsure whether your trip is within the current service area, request a quote and provide both the pickup and destination addresses.
How far in advance should I schedule my transportation?
Advance scheduling is encouraged, especially for appointments with fixed arrival times, wheelchair transportation, procedures requiring discharge coordination, and trips where waiting or standby service may be needed.
Availability is not guaranteed until ElevenO3 accepts and confirms the reservation.
Can a family member or caregiver schedule transportation for me?
Yes. Someone may arrange transportation for another passenger when they are authorized to provide the information needed to coordinate the trip. The person booking should provide accurate contact, mobility, pickup, destination, and timing information.
How do I get a quote?
Use Plan Your Ride to submit the trip details or call 832-944-8445. Pricing may depend on the requested service, trip structure, mileage, waiting, additional stops, timing, and other clearly disclosed service options.
Is submitting a quote request the same as having a confirmed ride?
No. A request lets ElevenO3 review your transportation needs and availability. Your trip is confirmed only after ElevenO3 accepts the reservation and provides confirmation.
Do you accept insurance or Medicaid?
ElevenO3 is positioned as a self-pay (private-pay) healthcare transportation service. The customer is responsible for the charges associated with the confirmed transportation unless ElevenO3 has separately agreed in writing to another payment arrangement.
Mobility, assistance & waiting
What to tell us before the ride so we can plan the right transportation support.
Do you provide wheelchair transportation?
Yes, for mobility devices and transportation needs ElevenO3 is equipped and approved to accommodate. Please provide the wheelchair or mobility-device details when requesting the trip so the correct vehicle and service can be confirmed.
ElevenO3 does not perform manual lifting or transfers that fall outside the confirmed transportation service.
Can I bring my walker, cane, or other mobility equipment?
Yes, when the equipment can be safely accommodated. Let ElevenO3 know about mobility equipment in advance so vehicle space, securement needs, and assistance can be planned appropriately.
What does through-the-door assistance mean?
Through-the-door assistance is non-clinical transportation support between the agreed pickup point, the vehicle, and the appropriate entrance or destination point, within the passenger's confirmed service plan and safety limitations.
It does not include nursing care, medical monitoring, hands-on personal care, lifting, or transfers.
Will the driver come inside the medical facility with me?
Transportation assistance can include helping the passenger reach the appropriate entrance or agreed destination point. Whether a driver can remain inside, wait, or provide standby assistance depends on the service reserved, facility rules, driver availability, and the confirmed transportation plan.
Can someone ride with me?
A companion or caregiver may be permitted when arranged in advance and when seating, vehicle capacity, safety requirements, and the confirmed reservation allow it. Tell ElevenO3 when requesting the trip so the passenger count can be planned correctly.
Can I bring a service animal?
Service animals are accommodated in accordance with applicable law and reasonable safety requirements. You are encouraged to tell ElevenO3 about service needs when arranging the trip so transportation can be planned appropriately.
What happens if I am not ready when the driver arrives?
The first 7 minutes of applicable pickup waiting time are complimentary. After seven minutes, wait-time charges begin and are billed in 15-minute increments at the applicable published rate.
A driver cannot necessarily remain indefinitely. Driver availability, later reservations, safety, and service requirements may limit how long the vehicle can continue waiting.
When the appointment needs more planning
Sedation, fertility care, facility delays, standby service, and situations where non-emergency transportation may no longer be appropriate.
Can ElevenO3 transport me after a procedure involving sedation?
Yes, when the transportation arrangement meets the discharge requirements established by the facility and the trip is appropriate for non-emergency transportation.
A transportation driver does not automatically satisfy a facility requirement for a responsible adult, caregiver, or medical escort simply because transportation has been booked.
Before your procedure: confirm the facility's discharge requirements. If the facility requires a responsible adult to remain with you or assume post-discharge care, that requirement must be satisfied separately unless ElevenO3 has expressly agreed to an arrangement the facility accepts.
Do you provide transportation for fertility or IVF appointments?
ElevenO3 offers thoughtfully planned transportation for fertility and IVF-related appointments, subject to availability and the confirmed service plan. Timing, discretion, waiting, and return transportation can be discussed when the trip is arranged.
Can the driver wait while I am at my appointment?
Waiting or standby service may be available when it is included in the reservation or otherwise confirmed. Planned waiting can be particularly useful when the appointment length is predictable or an immediate return is important.
Applicable waiting charges and scheduling limits will be disclosed for the service.
What if my appointment or discharge is running late?
Contact ElevenO3 as soon as possible. We understand that healthcare appointments and discharge processes do not always run on schedule. Continued driver availability depends on the transportation plan and other scheduled trips, and applicable waiting charges may apply.
Are your drivers medical professionals?
ElevenO3 provides transportation and non-clinical transportation assistance. The transportation service should not be treated as medical assessment, nursing care, emergency response, clinical monitoring, or treatment.
If a passenger requires medical monitoring or emergency-level care during transport, a different level of transportation may be appropriate.
What if the passenger becomes medically unstable?
ElevenO3 provides non-emergency transportation. If a passenger appears to require emergency medical evaluation or transportation cannot safely continue within the non-emergency scope, the trip may be delayed, declined, or stopped and emergency services may be contacted when appropriate.
For an active medical emergency, call 911.
What if weather or road conditions make the trip unsafe?
Safety comes first. ElevenO3 may delay, modify, reschedule, or cancel transportation when severe weather, flooding, road closures, government restrictions, unsafe pickup or destination conditions, or other circumstances make transportation unreasonably unsafe.
The Cancellation & Refund Policy explains how an affected payment is handled.
If plans change
The short version of the cancellation, waiting, refund, and billing rules—with links to the complete policies.
What is your cancellation policy?
48 hours or more before the scheduled pickup: 100% refund of the applicable ride total minus nonrefundable processing fees.
Less than 48 hours before the scheduled pickup: 50% refund of the applicable ride total minus nonrefundable processing fees.
See the complete Cancellation & Refund Policy for details.
Is there a different cancellation fee within 24 hours?
No. Any cancellation received less than 48 hours before the scheduled pickup follows the same rule: a 50% refund of the applicable ride total minus nonrefundable processing fees.
What happens if the passenger is a no-show?
Under the current standard policy, a no-show or cancellation after vehicle arrival is handled under the less-than-48-hours rule unless different no-show terms were clearly disclosed and accepted for that reservation. Completed service and properly accrued disclosed charges—including applicable waiting, toll, or parking charges—are not refundable.
Are payment-processing fees refundable?
No. Payment-processing fees are nonrefundable and are deducted from every approved customer-requested refund, including an otherwise full refund for a cancellation received at least 48 hours before pickup.
How long does it take to receive an approved refund?
ElevenO3 will initiate an approved refund within 3-5 business days after the cancellation or refund determination. After the refund is initiated, the payment processor and the customer's financial institution may require additional time to post the funds.
How are refunds issued?
Approved refunds are generally returned to the original payment method used for the transaction. The amount refunded depends on the applicable cancellation terms, nonrefundable processing fees, service already provided, and any other properly accrued and disclosed charges.
What happens if only part of a round trip is completed?
Transportation already completed is not refundable because another trip leg is later canceled. Any eligible refund is calculated from the affected unprovided portion and remains subject to the applicable cancellation fee, nonrefundable processing fees, and the Cancellation & Refund Policy.
What happens if ElevenO3 cancels the trip?
When ElevenO3 cancels a confirmed trip for reasons not caused by the customer and does not provide the affected transportation, the unprovided ride charge is eligible for a refund. ElevenO3 may also offer rescheduling or an account credit. See the Cancellation & Refund Policy for the complete terms.
What if I think I was charged incorrectly?
Contact ElevenO3 so the transaction can be reviewed. Please provide the booking name, trip date, and enough information for the reservation or charge to be located. Avoid sending unnecessary medical information by email.
Call 832-944-8445 or email [email protected].
Where can I read the full booking and privacy rules?
You can review our Terms & Conditions, Cancellation & Refund Policy, and Privacy Policy. Those pages contain the complete rules that apply to reservations, cancellations, payment, website use, and personal information.
Still deciding what your trip needs?
Tell us where you are going, when you need to arrive, and the transportation support you need. We will help you start with the right service.
