Service policies · Effective October 15, 2026

Terms and Conditions

These terms explain reservations, payment, packages, mileage, optional support, and use of Loved & Heard services. Read these terms, our Privacy Policy, and our Refunds and Cancellations policy before purchase.

1. Reservations and service acceptance

Loved & Heard provides scheduled self-pay healthcare transportation in Columbus and Franklin County, Ohio, and other routes expressly accepted. Recommended reservation notice is 72 hours. Service acceptance, pickup and return times, route, mobility requirements, companion count, and agreed assistance are confirmed directly. An inquiry, order, or payment alone does not confirm a pickup time. A reservation is confirmed when Loved & Heard communicates acceptance and the required payment and agreement steps are complete.

2. Booking for yourself or another person

Provide accurate contact details, locations, appointment times, mobility and equipment needs, access conditions, and facility discharge requirements. A person arranging or paying for transportation must have authority for the actions they take. Payment alone does not give a third party authority to consent for another competent adult or receive that person's information.

3. Service scope and accommodations

Transportation and accompaniment are non-medical. They exclude nursing care, clinical monitoring or interpretation, medication assistance, lifting, manual transfers, toileting, dressing, and other hands-on personal care. For a medical emergency, call 911. If an emergency develops during transportation, staff may stop appropriately and contact emergency services.

Discuss mobility equipment, service animals, access needs, and accommodation requests during planning. Requests are reviewed individually with applicable accessibility requirements and the actual vehicle, equipment, and boarding conditions. Passengers must use appropriate seat belts; wheelchair transportation requires appropriate wheelchair securement and a separate passenger restraint. No specific assistance or accommodation is confirmed until reviewed.

4. Prices, payment, and additional charges

All prices are in U.S. dollars (USD). Purchases are one-time payments for selected services or credits, not automatic recurring subscriptions. The selected fare, mileage, extras, and any mandatory charges are disclosed before acceptance. A stored payment method or agreement acceptance is not unlimited permission to charge a card. Additional services require an accepted itemized charge or a separate payment request. Use the secure checkout for card information; do not send card numbers by email, text, or reservation notes.

5. Transportation and loaded mileage

Base transportation fares include the first 10 loaded miles on each scheduled one-way leg. Outbound and return legs are measured separately. Starting at mile 11, additional loaded mileage is $4 per mile for ambulatory transportation and $5 per mile for wheelchair transportation. Standard loaded-mile charges exclude travel before pickup and after drop-off. Select extra mileage using the confirmed route quantity.

6. Recurring packages

Packages contain 3, 6, or 9 prepaid round trips and expire 120 calendar days after purchase. Rides must be completed within that period unless the written extension below is granted. One extension of up to 30 additional calendar days may be granted by written agreement with Loved & Heard before the original expiration. The extension is not automatic. All rides must be completed by the agreed final deadline, no later than 150 calendar days after purchase. After that deadline, the package closes and all unused credits expire without a refund, subject to the stated legal and company-cancellation exceptions. Packages are issued for one client and agreed primary route. The remaining package may be transferred to one named individual only through a written agreement with Loved & Heard before the recipient uses it. The written agreement confirms the recipient, route, assistance, and any separately quoted mileage or extras. A transfer does not restart the original 120-day period or any approved extension. Packages and unused or expired credits are nonrefundable, except where applicable law requires a refund or Loved & Heard cannot provide the affected service for a reason not caused by the customer. Discounts apply to base transportation only. Scheduling remains subject to availability.

7. Optional support and quoted additions

Wait & Stay with a non-medical escort is $65 per hour with a two-hour minimum ($130), separate from transportation and mileage. Additional escort time is $32.50 per 30 minutes. Procedure Support includes up to four service hours; additional procedure time is $27.50 per 30 minutes. The confirmed order identifies the transportation and time included in that service.

An accepted pickup request made with less than 24 hours notice carries a $15 priority charge. Paying for priority does not guarantee availability. Additional stops, tolls, parking, after-hours requests, and material route changes are quoted or disclosed separately before acceptance.

8. Pickup, waiting, and return arrangements

The delay clock starts at the later of the scheduled pickup time or the driver's arrival at the correct location with an arrival notice. Early arrival is not billable. The first 7 minutes of incidental pickup or return delay are included. Additional incidental waiting is $20 per 15 minutes of actual delay, separate from reserved accompaniment. Included reserved time is not charged again as incidental waiting.

After 30 minutes, reasonable contact attempts, and authorization by operations, an unavailable passenger may be treated as a no-show. A facility running late is not automatically a no-show; contact Loved & Heard to coordinate the return arrangement. Time caused by Loved & Heard is not customer delay.

9. Procedure and facility requirements

The facility controls release and responsible-adult requirements. A driver or non-medical escort is not automatically accepted as the required adult. Confirm the facility's requirements, agreed escort tasks, and destination handoff before the procedure. The service does not include supervision after the agreed handoff.

10. Changes, cancellation, and refunds

Cancel at least 24 hours before pickup to avoid the $50 pre-dispatch late-cancellation fee. Cancellation after dispatch or an authorized no-show is nonrefundable for the affected reserved service, subject to applicable law and the accepted terms. Eligible processing fees may be deducted from approved refunds. Approved refunds are initiated within 3–5 business days of determination. The Refunds and Cancellations policy explains the complete rules, including rescheduling, packages, company cancellations, and partial trips.

11. Communication and SMS terms

Reservation updates are sent to the customer and authorized contacts using the agreed communication channels. Family or caregiver updates require authorization. Where you separately opt in, Loved & Heard may send service-related texts, including reservation, pickup, payment, and schedule messages, or marketing texts about offers and services. Marketing consent is separate from service-message consent and is not a condition of purchase. Providing a phone number or accepting these terms alone does not opt you into marketing texts.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out of texts or HELP for assistance, or contact us using the details below. Carriers are not liable for delayed or undelivered messages. Arrange another contact method if you opt out of reservation texts. See our Privacy Policy for information handling.

12. Conduct, disruptions, and responsibility

Passengers must follow reasonable boarding and conduct instructions and avoid smoking, vaping, prohibited substances, intentional damage, or conduct that interferes with transportation. Service may be paused or changed to address a specific operational or safety condition, with an appropriate next step coordinated. Traffic, severe weather, road conditions, and facility delays may affect timing. Material changes are communicated when practical.

Each party remains responsible for its own acts and omissions under applicable law. These terms do not release Loved & Heard from negligence, waive non-waivable rights, or prevent a lawful complaint or payment dispute.

13. Policy versions and questions

The terms presented and accepted for a purchase apply to that purchase. Later website changes do not automatically alter an existing reservation. Specific changes must be expressly agreed and cannot override applicable law. Ohio law and applicable federal law govern, subject to mandatory consumer protections. Contact Loved & Heard for an accessible copy, a reservation change, or a billing question.