Transportation Policies & Terms of Service

Effective Date: August 2026

At Lockets With Love, LLC, our goal is to provide safe, dependable, respectful, and person-centered non-medical transportation services. These policies are designed to protect our passengers, families, caregivers, employees, drivers, and company while establishing clear expectations for transportation services.

By requesting, scheduling, authorizing, or using transportation services provided by Lockets With Love, the passenger and/or the person authorized to arrange transportation on the passenger's behalf acknowledges and agrees to the policies below.

1. Nature of Our Services

Lockets With Love provides non-medical transportation services for adults and seniors age 18 and older, including individuals with developmental disabilities.

Transportation may include trips to and from:

Medical and non-medical appointments
Dialysis and treatment appointments
Adult day programs
Educational and vocational programs
Employment
Shopping and personal errands
Church and religious services
Social and recreational activities
Community programs and events
Other approved destinations

Transportation services are intended to provide safe and reliable transportation and appropriate transportation-related assistance.

Lockets With Love is not an emergency medical transportation service, ambulance service, medical provider, nursing service, or emergency response provider.

2. Medical Emergencies

Lockets With Love does not provide emergency medical transportation.

Passengers experiencing a medical emergency or potentially life-threatening condition should call 911 or the appropriate emergency medical service rather than requesting transportation through Lockets With Love.

If a passenger experiences an apparent medical emergency while being transported, the driver may stop the vehicle when safely possible and contact emergency services.

Drivers and transportation personnel are not substitutes for physicians, nurses, paramedics, emergency medical technicians, or other licensed healthcare professionals.

3. Transportation Requests & Confirmation

Transportation is subject to:

Vehicle availability
Driver availability
Requested pickup and destination locations
Passenger transportation needs
Scheduling requirements
Weather and road conditions
Any authorization required by a Regional Center, healthcare plan, agency, or other responsible organization

Submitting a transportation request does not automatically guarantee transportation.

A ride is considered scheduled only after Lockets With Love has confirmed the request.

Customers should provide accurate pickup, destination, appointment, contact, mobility, and transportation-related information when requesting service.

4. Same-Day Transportation

Same-day transportation requests may be accepted when scheduling and driver availability permit.

Lockets With Love does not guarantee availability for same-day transportation requests.

Passengers are encouraged to schedule transportation as early as possible, particularly for medical appointments, recurring transportation, and time-sensitive destinations.

5. Pickup Times & Passenger Readiness

Passengers should be ready for transportation at the agreed pickup time.

Drivers may arrive within a reasonable window surrounding the scheduled pickup time due to traffic, previous passenger needs, road conditions, construction, weather, or circumstances outside the company's reasonable control.

Passengers should provide a working telephone number whenever possible so that Lockets With Love can communicate regarding transportation.

Excessive delays caused by a passenger not being ready may result in a shortened waiting period, rescheduling, cancellation, or an applicable additional charge if such a charge has been disclosed.

6. Delays & Circumstances Beyond Our Control

Lockets With Love makes reasonable efforts to provide timely transportation but cannot guarantee exact arrival or destination times.

Delays may occur because of:

Traffic
Road closures
Accidents
Construction
Severe weather
Vehicle emergencies
Passenger emergencies
Delays involving previous passengers
Law enforcement activity
Natural disasters
Unexpected scheduling circumstances
Events outside the reasonable control of Lockets With Love

Lockets With Love will make reasonable efforts to communicate significant known delays.

Passengers should consider reasonable travel time when scheduling transportation for appointments or other time-sensitive activities.

7. Door-to-Door Assistance

When included with the passenger's transportation service, Lockets With Love may provide reasonable assistance with entering and exiting the vehicle and transitioning between the vehicle and an appropriate pickup or drop-off point.

The exact level of assistance available depends upon the passenger's needs, the transportation arrangement, driver training, safety requirements, and the physical environment.

Transportation personnel will not perform services outside their training, authorization, or permitted scope.

8. Mobility Devices & Accessibility

Passengers should disclose mobility and accessibility needs when transportation is requested so appropriate arrangements can be made.

Mobility devices and other passenger equipment must be appropriate for safe transportation and capable of being properly secured when securement is required.

Lockets With Love reserves the right to determine whether transportation can be safely provided using the available vehicle and equipment.

If the company cannot safely accommodate a particular transportation need, the passenger, caregiver, responsible party, Regional Center, or referring organization will be notified when reasonably possible.

9. Seat Belts & Passenger Safety

Passengers must follow applicable safety requirements while inside company vehicles.

Seat belts and required passenger restraint systems must be used as required by law and applicable transportation standards.

Passengers may not intentionally interfere with the driver, vehicle controls, safety equipment, doors, mobility-device securements, or another passenger.

Lockets With Love may refuse or discontinue transportation when conduct creates an immediate and substantial safety risk that cannot reasonably be addressed through appropriate accommodations or support.

10. Passenger Conduct

Lockets With Love is committed to treating every passenger with dignity and respect. Passengers, caregivers, family members, and accompanying individuals are expected to treat drivers, employees, and other passengers respectfully as well.

Threats, violence, harassment, deliberate property damage, possession of unlawful weapons, illegal drug activity, or behavior creating an immediate safety threat may result in transportation being discontinued when legally permissible.

Any service decision involving a passenger with a disability will be handled consistent with applicable disability-rights requirements and the individual's authorized service plan when applicable.

11. Personal Belongings

Passengers are responsible for personal belongings brought into company vehicles, including phones, wallets, purses, bags, medical equipment, mobility devices, and other personal property.

Passengers should inspect the vehicle area around them before leaving.

Lockets With Love will make reasonable efforts to identify and return property found inside a vehicle but cannot guarantee recovery of lost, forgotten, or misplaced property.

12. Medications & Personal Medical Needs

Passengers, caregivers, guardians, or responsible parties are responsible for ensuring that required medications and personal medical supplies accompany the passenger when necessary.

Drivers do not diagnose medical conditions, prescribe medication, make medical decisions, or provide medical treatment.

Any health, behavioral, mobility, allergy, medication, or other information necessary to safely provide transportation should be communicated to Lockets With Love or the appropriate coordinating agency before transportation whenever possible.

13. Passenger Information & Privacy

Lockets With Love respects the privacy of passengers and families.

Personal information collected for transportation may include information reasonably necessary to:

Schedule and coordinate transportation
Contact passengers or authorized representatives
Identify pickup and destination locations
Accommodate transportation and accessibility needs
Protect passenger safety
Process payment or billing
Coordinate authorized services with Regional Centers, healthcare providers, agencies, caregivers, or responsible parties
Meet legal, regulatory, insurance, or recordkeeping obligations

Passenger information will be handled with reasonable administrative and operational safeguards and will not be intentionally disclosed to unrelated third parties except when authorized, necessary to provide services, required for health or safety, or required by law.

Information provided through or by a Regional Center will be handled in accordance with applicable confidentiality requirements.

14. Website & Email Communications

Information submitted through the Lockets With Love website, telephone, or email may be used to respond to transportation inquiries and coordinate requested services.

Customers should avoid sending unnecessary highly sensitive medical information through ordinary email or website contact forms.

The website is intended primarily to provide information and facilitate communication with Lockets With Love. A website inquiry alone does not constitute a confirmed transportation reservation.

15. Payment & Billing

Payment responsibility and billing arrangements may vary depending upon whether transportation is:

Privately paid
Authorized through a Regional Center
Arranged through another agency or organization
Covered through another approved payment arrangement

For private-pay transportation, applicable pricing and payment requirements should be communicated before transportation whenever reasonably possible.

Any invoice, authorization, service agreement, or other written payment arrangement associated with a passenger's transportation will supplement these general policies.

16. Cancellations & No-Shows

Passengers or responsible parties should notify Lockets With Love as soon as possible when transportation is no longer needed.

Repeated late cancellations or no-shows may affect future scheduling and may result in applicable charges for private-pay transportation when those charges have been disclosed in advance.

Regional Center or agency-authorized transportation will be handled according to applicable authorization, attendance, billing, and program requirements.

Lockets With Love understands that medical emergencies and unexpected circumstances occur and may consider individual circumstances when applying cancellation policies.

17. Changes to Transportation

Passengers or responsible parties should notify Lockets With Love as soon as possible regarding changes to:

Pickup locations
Destination addresses
Appointment times
Return transportation
Mobility needs
Authorized accompanying individuals
Contact information
Other information that could materially affect transportation

Significant last-minute changes may require transportation to be rescheduled depending upon driver availability and safety considerations.

18. Service Refusal or Discontinuation

Lockets With Love may refuse, postpone, or discontinue transportation when providing the requested service would violate applicable law, exceed authorized services, exceed available equipment or personnel capabilities, or create a significant safety concern that cannot reasonably be addressed.

Nothing in this policy authorizes discrimination against a passenger based upon disability or any other legally protected characteristic.

When services are provided pursuant to an Individual Program Plan (IPP), Regional Center authorization, agency agreement, or other governing arrangement, Lockets With Love will follow applicable requirements regarding service changes or discontinuation.

19. Limitation of Responsibility

Lockets With Love will exercise reasonable care in providing transportation services.

To the extent permitted by applicable law, Lockets With Love is not responsible for losses or delays caused solely by circumstances outside its reasonable control, including severe weather, road closures, traffic emergencies, government action, or other unforeseeable events.

Nothing in these Terms is intended to waive a passenger's rights under applicable law or exclude responsibility that cannot legally be limited or excluded.

20. Third-Party Appointments & Destinations

Lockets With Love provides transportation to destinations but does not control the operation, scheduling, accessibility, staffing, or services of hospitals, clinics, dialysis centers, adult programs, employers, businesses, community organizations, or other third-party destinations.

Lockets With Love is not responsible for appointment cancellations, facility delays, changes in third-party schedules, or services provided by third-party organizations.

21. Regional Center & Authorized Services

When transportation is provided pursuant to an Individual Program Plan (IPP), Inland Regional Center authorization, or another agency arrangement, services will be provided according to the applicable authorization, service agreement, program design, and governing requirements.

Where those requirements conflict with a general website policy, applicable law, regulatory requirements, and authorized service arrangements will control.

22. Non-Discrimination

Lockets With Love is committed to providing transportation services without unlawful discrimination.

Services will be administered consistent with applicable federal and state civil-rights and disability-access requirements.

Reasonable transportation-related accommodations will be considered based upon individual needs, safety requirements, available equipment, and applicable law.

23. Changes to These Policies

Lockets With Love may update these Transportation Policies & Terms of Service periodically to reflect changes in services, operations, legal requirements, or company procedures.

The most current version will be posted on the company website with an updated effective date.

24. Contact Us

Questions regarding transportation services, scheduling, billing, accessibility, or these policies may be directed to:

Lockets With Love, LLC
Premium Care Transportation
Phone: (951) 951-4968
Email: locketswithlovellc@gmail.com