Terms & Conditions

1. Acceptance & Scope

These Terms & Conditions (“Terms”) govern your use of ElevenO3 CareLink Solutions, LLC’s website, quote and booking systems, communications, and scheduled transportation services. “ElevenO3,” “we,” “us,” and “our” refer to ElevenO3 CareLink Solutions, LLC. “You” and “customer” include the passenger and, when applicable, the person or organization arranging transportation for the passenger.

By submitting a booking request, accepting a quote, making payment, checking an acknowledgment box, or otherwise confirming a reservation, you agree to the Terms presented for that transaction. If you do not agree, do not complete the reservation.

Important: Our Cancellation & Refund Policy and Privacy Policy are incorporated into these Terms and should be read with them.

2. Authority to Book for Yourself or Another Person

You may book for yourself or, where appropriate, for another person such as a family member, patient, client, or person for whom you are an authorized caregiver or representative. If you provide another person’s information, you represent that you are authorized to provide the information reasonably necessary to arrange the trip and to communicate with ElevenO3 about that reservation.

You are responsible for providing accurate contact, pickup, destination, timing, mobility, accessibility, and service information. Material omissions or inaccurate information may affect vehicle selection, pricing, safe performance, or whether the trip can be completed.

3. Scheduled Non-Emergency Transportation

ElevenO3 provides scheduled general non-emergency medical transportation (general NEMT), specialized healthcare transportation, and related non-clinical transportation assistance in the Greater Houston area and other service areas we expressly confirm. Services may include ambulatory transportation, wheelchair-accessible transportation, through-the-door assistance, planned waiting, return transportation, and transportation connected with healthcare or other approved appointments.

Service is provided only after ElevenO3 confirms the requested trip, service level, schedule, price or pricing basis, and any material accommodation requirements.

ElevenO3 does not provide ambulance transportation, emergency medical transportation, stretcher transportation unless expressly offered and confirmed as a separate authorized service, medical treatment, nursing care, clinical observation, medication administration, diagnosis, lifting, or patient transfers.

4. Medical Emergencies & Changes in Condition

For a medical emergency, call 911. Do not use ElevenO3 as a substitute for emergency medical services.

If a passenger appears to require emergency medical evaluation, active medical intervention, continuous clinical monitoring, or a level of transportation outside ElevenO3’s confirmed non-emergency service, ElevenO3 may delay, decline, or stop transportation and may contact emergency services when reasonably appropriate.

Prepayment or prior confirmation does not require a driver to proceed when doing so would be unsafe or outside the service ElevenO3 is equipped and authorized to provide.

5. Service Availability & Reservation Confirmation

A website submission, quote request, phone inquiry, or requested pickup time is not a confirmed reservation by itself. Transportation is confirmed only when ElevenO3 communicates acceptance of the trip and any required payment or reservation conditions have been satisfied.

Availability depends on service area, requested time, vehicle type, mobility needs, trip length, driver availability, facility requirements, weather, traffic, and other operational considerations. ElevenO3 may decline requests it cannot safely and operationally fulfill.

6. Quotes, Pricing, Fees & Payment

Pricing may depend on the service type, mobility level, trip configuration, mileage, pickup and destination locations, waiting time, additional stops, timing, service area, and other disclosed trip requirements. Any mandatory fee or surcharge applicable to a confirmed trip should be disclosed through the quote, booking flow, pricing page, or other reservation communication before payment is finalized.

Unless otherwise stated in writing, quotes are based on the information provided at the time of quoting. A material change to the trip may require a revised price. You authorize ElevenO3 and its payment processor to charge amounts you approve for the reservation and any additional charge you subsequently authorize or that is properly due under disclosed trip terms.

Taxes, tolls, parking, waiting, additional-stop, out-of-zone, after-hours, or similar charges apply only when disclosed as part of the applicable service or reservation terms.

7. Scheduling, Pickup Times & Arrival Planning

Healthcare appointments often involve check-in deadlines and facility-specific arrival instructions. The customer is responsible for providing accurate appointment timing and allowing reasonable travel and arrival time. ElevenO3 may recommend a pickup time based on information available when the trip is scheduled.

Pickup and arrival times are planning targets, not guarantees against circumstances outside reasonable control such as traffic, weather, road closures, collisions, facility delays, or emergency conditions. ElevenO3 will make reasonable efforts to communicate material delays when practical.

8. Passenger Readiness & Waiting Time

Passengers should be reasonably ready to depart at the confirmed pickup time and at the agreed pickup location unless the reservation includes a different assistance arrangement.

The first 7 minutes of waiting are complimentary. After the complimentary period, wait time is charged at the applicable published rate and billed in 15-minute increments. The ability of a driver to continue waiting depends on safety, driver availability, subsequent reservations, and the circumstances of the delay.

A facility delay, discharge delay, or appointment delay does not automatically convert unlimited waiting into complimentary service. If a longer wait is anticipated, contact ElevenO3 as soon as practical so available options can be discussed.

9. Cancellations, Refunds & No-Shows

The detailed Cancellation & Refund Policy controls cancellations, refunds, no-shows, waiting charges, rescheduling, and refund processing.

Current standard cancellation rule: A cancellation received 48 hours or more before the scheduled pickup is eligible for a 100% refund of the applicable ride total minus nonrefundable processing fees. A cancellation received less than 48 hours before the scheduled pickup is eligible for a 50% refund of the applicable ride total minus nonrefundable processing fees.

Approved refunds are initiated within 3-5 business days after the cancellation or refund determination and are generally returned to the original payment method. Financial-institution posting time may require additional time after ElevenO3 initiates the refund.

10. Trip Changes, Addresses & Additional Stops

Changes to pickup address, destination, service time, passenger needs, equipment, additional stops, or trip type must be communicated to ElevenO3 and are subject to availability. A requested change is not effective until confirmed.

Changes may alter the quoted price, vehicle requirements, timing, or availability. A driver is not required to make an unplanned stop or materially alter a route when the change has not been approved or when it would create a safety, scheduling, or service-scope issue.

11. Round Trips, Return Service & Facility Delays

For round trips, the outbound and return portions are separate transportation legs even when purchased together. Return transportation may be scheduled for a specific time, coordinated around an estimated discharge/appointment completion time, or handled under an agreed waiting arrangement.

If an appointment or facility runs substantially later than expected, contact ElevenO3 promptly. Continued waiting or a later return pickup is subject to driver and vehicle availability and applicable waiting or rescheduling charges.

If one leg has already been completed, cancellation of a remaining leg does not create a refund for transportation already provided. Any eligible refund applies only to the unprovided portion under the Cancellation & Refund Policy.

12. Wheelchairs, Mobility Devices & Accessibility Information

When wheelchair or mobility-device transportation is requested, the customer must provide accurate information about the device and the passenger’s transportation needs so ElevenO3 can determine the appropriate vehicle and equipment.

Mobility devices must be in a condition that can be transported and secured safely using the available vehicle and securement system. ElevenO3 may decline or pause transportation if a device cannot be safely loaded, positioned, or secured, if the combined passenger/device configuration exceeds equipment limitations, or if a safe boarding path is unavailable.

ElevenO3 provides services without unlawful discrimination and will consider reasonable accommodation requests consistent with applicable law, safety, and the nature of the transportation service. Customers are encouraged to communicate accommodation needs when booking so the appropriate service can be planned.

13. Through-the-Door & Mobility Assistance

When included in the confirmed service, through-the-door assistance may include non-clinical help accompanying a passenger between the vehicle and an agreed accessible entrance or interior destination, or assisting with normal wheelchair movement and vehicle boarding within the driver’s training and available equipment.

Through-the-door assistance does not include lifting a passenger, performing bed-to-chair or chair-to-chair transfers, toileting, dressing, medication administration, clinical care, physical restraint, or other personal-care or medical services.

The path of travel must be reasonably safe and accessible for the assistance requested. Drivers may decline stairs, unstable surfaces, unsafe ramps, lifting requests, or other conditions that create an unreasonable risk.

14. Sedation, Outpatient Procedures & Facility Discharge Rules

Customers using transportation for procedures involving sedation, anesthesia, fertility treatment, outpatient procedures, or other facility-controlled discharge must follow the facility’s own discharge and escort requirements.

ElevenO3 transportation does not automatically satisfy a facility requirement for a “responsible adult,” medical escort, caregiver, or person who will remain with the patient after discharge. A driver will be treated as satisfying such a requirement only if the facility has confirmed that arrangement and ElevenO3 has expressly agreed to provide it as part of the booked service.

If a facility refuses to discharge a passenger because its requirements have not been met, ElevenO3 is not responsible for overriding the facility’s decision. Waiting, rescheduling, or cancellation charges may apply according to the confirmed reservation and Cancellation & Refund Policy.

15. Companions, Attendants & Caregivers

Companions, personal care attendants, family members, or caregivers may ride when space, vehicle configuration, and the confirmed reservation permit. Additional passengers should be disclosed during booking.

A companion or caregiver remains responsible for any clinical, personal-care, behavioral, or supervision duties that are outside ElevenO3’s transportation scope. ElevenO3 drivers do not become a passenger’s healthcare provider or personal attendant merely by transporting the passenger.

16. Minors

Transportation involving a minor must be arranged by a parent, legal guardian, or other person with lawful authority to arrange the trip. ElevenO3 may require an adult to accompany the minor and may decline unaccompanied-minor transportation unless it has been expressly reviewed and accepted in advance.

Children must use the seat belt, child restraint, or other safety system required for the particular trip and vehicle under applicable law and manufacturer instructions. If a child restraint is needed, responsibility for supplying and properly identifying an appropriate restraint will be established during booking unless ElevenO3 expressly agrees otherwise.

17. Service Animals & Other Animals

ElevenO3 will accommodate service animals as required by applicable disability law. A lawful service animal will not be treated as a pet or charged a pet fee merely because it accompanies a passenger with a disability.

The animal must remain under the handler’s control and may be removed only when permitted by applicable law, including circumstances involving loss of control or lack of housebreaking. A customer may be responsible for actual damage caused by an animal on the same basis that other customers are responsible for damage they cause.

Animals that are not legally protected service animals require advance approval and may be subject to reasonable transport conditions.

18. Seat Belts, Wheelchair Securement & Passenger Safety

Passengers must use available seat belts, wheelchair securement, occupant restraints, and other required safety equipment as directed and as required by applicable law, except where a lawful medical exception applies.

A passenger may not interfere with a driver, defeat or remove required securement while the vehicle is moving, or require a driver to operate the vehicle in a manner the driver reasonably believes is unsafe or unlawful.

19. Passenger Conduct & Prohibited Items

Passengers and accompanying persons must behave in a manner that allows the trip to be provided safely. Threats, violence, harassment, intentional property damage, unlawful conduct, unsafe interference with the driver, or conduct creating a significant safety risk may result in refusal, termination, or future restriction of service, subject to applicable law.

Weapons, hazardous materials, illegal substances, open intoxicants where prohibited, or items that cannot be transported safely may not be brought into the vehicle. Medically necessary equipment and supplies should be disclosed when their size, storage, power, oxygen, or handling requirements could affect safe transportation.

20. Personal Belongings

Passengers are responsible for their personal belongings, medications, documents, mobility accessories, phones, purses, bags, and other property. Drivers may provide reasonable assistance with ordinary belongings when safe, but ElevenO3 does not accept custody of valuables.

If property is left behind, contact ElevenO3 promptly. We will make reasonable efforts to identify and return located property, but storage, delivery, shipping, or disposal may be subject to reasonable procedures and costs.

21. Safety, Refusal & Suspension of Service

ElevenO3 may delay, modify, refuse, or terminate transportation when reasonably necessary because of unsafe passenger condition, unsafe property access, inability to use required securement, severe behavioral risk, illegal conduct, materially inaccurate booking information, vehicle/equipment incompatibility, hazardous weather or roads, or another condition that prevents the service from being performed safely and lawfully.

Safety decisions will not be used as a pretext for unlawful discrimination. Where disability-related accommodation is relevant, ElevenO3 will consider reasonable modifications required by applicable law that do not fundamentally alter the service or create an unmitigable direct safety threat.

22. Traffic, Weather, Vehicle Events & Other Delays

Transportation can be affected by traffic, construction, road closures, severe weather, flooding, collisions, mechanical issues, public emergencies, facility delays, government orders, and other circumstances outside reasonable control.

ElevenO3 will use reasonable operational judgment and may reroute, reschedule, delay, substitute an appropriate vehicle, or cancel an affected trip. When ElevenO3 cannot provide a confirmed trip for reasons not caused by the customer, the unprovided service will be handled under the Cancellation & Refund Policy.

23. Healthcare Facilities, Referral Sources & Other Third Parties

Hospitals, clinics, surgery centers, fertility centers, rehabilitation providers, medical practices, hotels, residential facilities, payment processors, mapping providers, and other third parties are independent from ElevenO3 unless expressly stated otherwise.

ElevenO3 does not control their appointment schedules, discharge decisions, building access, clinical requirements, wait times, policies, or acts and omissions. References to a facility or service provider do not imply endorsement, partnership, or authority to alter that third party’s rules.

24. Calls, Email & Text Messages

By providing contact information, you authorize ElevenO3 to use it for reservation-related and service communications, including quote follow-up, confirmations, pickup coordination, driver-arrival information, schedule changes, receipts, and customer support.

Marketing texts or calls, when used, are subject to any separate consent language presented when you opt in. Consent to receive marketing communications is not a condition of purchasing transportation unless expressly permitted by law. You may revoke marketing consent using a reasonable opt-out method communicated with the message, including replying STOP when that functionality is available.

Standard message and data rates may apply based on your carrier. Service-related communications may continue when reasonably necessary to perform or administer an active reservation even if you opt out of marketing.

25. Website Use & Intellectual Property

The ElevenO3 website and its original text, branding, logos, graphics, page designs, downloadable resources, and other content are owned by or licensed to ElevenO3 and are protected by applicable intellectual-property laws.

You may use the website for lawful personal or business interactions with ElevenO3. You may not attempt to disrupt the site, gain unauthorized access, scrape or reproduce protected content at scale, impersonate another person, submit fraudulent reservations, or use the website for unlawful purposes.

Website information is provided for general service information and may be updated. A website description does not replace the specific quote, confirmation, or service terms for an individual reservation.

26. Privacy

Our collection and use of personal information is described in the Privacy Policy. Because medical transportation arrangements can reveal sensitive location, mobility, or health-related context, customers should provide only information reasonably necessary to arrange and safely perform the transportation.

27. Service Disclaimers

ElevenO3 is a transportation provider, not a healthcare provider. Information provided by ElevenO3 about pickup planning, travel timing, transportation logistics, or facility coordination is not medical advice.

To the extent permitted by law, ElevenO3 does not guarantee that a healthcare facility will admit, treat, discharge, or release a passenger; that an appointment will begin or end at a particular time; or that transportation can eliminate all risk of delay caused by circumstances outside our reasonable control.

Nothing in these Terms excludes any warranty, duty, or consumer protection that applicable law does not permit the parties to waive.

28. Limitation of Liability

To the fullest extent permitted by applicable law, ElevenO3 is not responsible for indirect, incidental, special, exemplary, or consequential losses arising solely from delays, missed appointments, facility decisions, or third-party conduct outside ElevenO3’s reasonable control.

Any limitation in these Terms is subject to applicable law and does not exclude liability that cannot legally be limited or waived, including rights and remedies that may apply to fraud, willful misconduct, gross negligence, personal injury, disability discrimination, or other protected claims where applicable law prohibits limitation.

29. Customer Responsibility for Loss or Damage

A customer may be responsible, to the extent permitted by law, for reasonable costs arising from intentional damage, unlawful conduct, extraordinary cleaning caused by the customer or accompanying person, or material misrepresentation of trip conditions that directly causes avoidable loss or expense.

This section is not intended to shift ordinary business risk to a customer or impose responsibility for a disability, lawful use of a service animal, or circumstances the customer did not cause.

30. Governing Law & Venue

These Terms and transactions with ElevenO3 are governed by applicable federal law and the laws of the State of Texas, without giving effect to conflict-of-law principles that would require application of another jurisdiction’s law.

Unless applicable law requires otherwise, any court proceeding relating to these Terms or ElevenO3 services will be brought in a court of competent jurisdiction serving the Texas county in which ElevenO3 maintains its principal business operations or in another venue mutually agreed by the parties.

These Terms do not require arbitration and do not waive a customer’s non-waivable right to seek relief from a court or government agency.

31. General Contract Terms

If any provision of these Terms is found unenforceable, the remaining provisions remain in effect to the extent permitted by law. ElevenO3’s failure to enforce a provision on one occasion does not waive the right to enforce it later.

Headings are for convenience and do not limit the meaning of a provision. These Terms, the applicable reservation/quote, the Privacy Policy, and the Cancellation & Refund Policy form the agreement concerning the services they cover, together with any additional written terms expressly accepted for a specialized service.

Electronic records and electronic acceptance may be used in connection with reservations and agreements to the extent permitted by applicable law.

32. Changes to These Terms

ElevenO3 may update these Terms as services, technology, operations, pricing, or legal requirements change. The effective and last-updated dates identify the current published version.

For a confirmed reservation, the terms presented and accepted when that reservation was made generally govern that transaction unless a later change is required by law or the parties expressly agree otherwise.

33. Questions About These Terms?

If you have a question about a reservation, service requirement, billing term, accommodation, cancellation, or these Terms, contact ElevenO3 before your scheduled trip whenever possible.

Phone: 832-944-8445 Email: [email protected] Service area: Greater Houston, Texas