Terms of Service

As a passenger you have the right to receive safe and reliable rides to and from your destination.

Comfort Care Rides expects that all passengers:

● Treat drivers and other passengers with respect at all times

● Inform us of any medical symptoms that may be contagious

● Contact Comfort Care Rides as early as possible to schedule, change, or cancel a ride

● Use seatbelt(s) and other safety equipment as required by law (example: car seats)

● Request through dispatch any additional stops. Drivers can only make stoops that have been preapproved.

All passengers can expect their driver to:

● Hold your safety as their highest priority

● Be friendly, courteous and professional

● Treat you with respect and dignity

● Drive safely and follow all laws and regulations

● Use a hands-free device for phones and tablets and only when necessary

● Tell you when they arrive by calling, texting, knocking on the door, or by coming into the lobby of the facility

● Have completed all required training and certification courses (CPR, First Aid,

Defensive Driving, NARCAN, etc.)

Drivers cannot:

● Enter your home or room

● Assist with getting ready (dressing, shoes, jacket)

● Assist with any personal needs during your ride (restroom, medications, etc.)

● Solicit or sell any other products or services

● Make any unauthorized stops, pick up food or help run errands

● Change the arranged pick up / drop off time and/or location without authorization

from Comfort Care Rides dispatch

Food and Drink

● Food is not permitted in Comfort Care Rides vehicles

● Food may be allowed on a case-by-case bases if:

○ The passenger is diabetic

○ The ride is longer than four hours

○ The passenger is pregnant

Passengers must follow all state, and federal laws regarding safety belt use. This means all riders must wear seat belts at all times while the vehicle is moving.

Riders using wheelchairs must use the lap and shoulder belt. Refusal to wear the safety belt will result in the driver declining to provide the ride.

Seat belt exemption cards must be shown to the driver prior to the ride.

● An adult attendant must be with children age 12 and under. An attendant may be the member’s mother, father, stepmother, stepfather, grandparent, or guardian. The attendant may also be any adult 18 years or older authorized by the member’s parent or guardian.

● The child’s parent or legal guardian must approve in writing the child’s adult attendant.

● Children 13 and older may ride unaccompanied with approval in writing from the child’s parent or guardian.

● Drivers do not install car seats or booster seats. Car seats and booster seats are required for a person who:

○ Weighs less than 40 pounds and who is shorter than 4 feet 9 inches;

○ Is under two and must use a rear-facing child safety seat; and

○ Weighs more than 40 pounds and who is shorter than 4 feet 9 inches, unless the child is secured with a car/booster seat that meets the minimum standards established under ORS 815.055 (the rules establishing standards for safety belts, harnesses, and child safety systems)

● The child’s attendant is responsible for this. A driver is not allowed to provide a ride if safety or booster seats are not provided or do not meet legal requirements.

Service Animals

Service animals are allowed on rides. Please let us know when booking the ride if you plan to bring a service animal.

Cancellations

No-shows and canceled rides can result in Comfort Care Rides refusing to accept future ride requests:

● If you cancel your trip(s) frequently

● If you cancel at the door when the driver arrives

● If you are not home to take the ride

Bad Weather

Comfort Care Rides will stay open during bad weather. All scheduled rides will continue as planned unless roads are closed by the Department of Transportation. Comfort Care Rides will communicate in advance with passengers if pick up times change to allow for bad weather. The established refund policy will not be waived due to bad weather.

Ride Refusal

Comfort Care Rides reserves the right to refuse ride requests for any reason.

Complaints

Passengers can file a complaint about any matter other than a ride refusal at any time orally or in writing.

Examples of reasons passengers may file a complaint or grievance are:

● Bills for services you did not agree to pay

● Driver or vehicle safety

● Quality of the service you received

● Problems about your rights

Things passengers need to know for their trip:

● Drivers will make their presence known once they arrive, and will wait no more than 15 minutes unless contact has been made

● There is a 15-minute scheduled window to pick you up

● If your driver arrives more than 15 minutes after your scheduled pickup time, the driver is considered late

● Passengers are not required to board the vehicle before your pick up time

● Your pick up time allows for enough travel time to get you there on time to check-in and prepare for your appointment or flight

● You will not have to wait more than 15 minutes for pickup from your appointment UNLESS the appointment runs longer than what was scheduled

● If an appointment goes long or did not have an end pick up you can call and be picked up within the hour

Driver and Vehicle Standards

All Comfort Care Rides drivers will have a valid Driver License. They will also have completed the pre-hire process, screenings, and background checks. They all receive extensive and ongoing safety training. Comfort Care Rides drivers complete a Defensive Driving course prior to driving as well as every two years after.

You can expect the vehicle:

● To be clean and free of debris

● To be smoke, aerosolizer, and vaporizer free

● To be serviced every 3,000 - 5000 miles and inspected annually

● To have a first aid kit

● To have a fire extinguisher

● To have seatbelts for all riders

● To have roadside reflective or warning devices

● To have a flashlight

● To have tire traction devices when appropriate

● To have disposable gloves

● To have a hands-free mobile phone or tablet

● To have all items needed to transport passengers with wheelchairs

● To meet all local licensing and permit requirements

● To be in good working condition, and to have:

○ Side and rear view mirrors

○ A horn

○ Heating and air conditioning

○ Working turn signals, headlights, tail lights, and windshield wipers