These terms apply when you book a ride with Ohana Care and Transportation, when somebody books one on your behalf, and when you use this website. Booking a ride means you accept them.
If a family member, caregiver, or facility books on your behalf, they are confirming they have the authority to do so and that these terms apply to the trip.
We may update these terms as our services change. The version in effect is the one published on this page on the day of your trip.
Our drivers are trained to transport you safely and to assist you between the door and the vehicle. They are certified in First Aid and CPR as required by the state. They are not nurses, paramedics, or medical attendants, and they cannot administer medication, provide clinical care, or make medical decisions.
If we arrive and judge that a trip requires a level of medical care we cannot provide, we will not transport, and we will tell you so directly.
Bookings are taken by phone, by text, and through the form on this website. A booking is confirmed when we tell you it is confirmed, not when you submit a form or leave a message.
Give us as much notice as you can. We take same day requests and we will tell you straight away whether we can cover one, but availability is never guaranteed for a trip booked the same day.
Standing schedules for dialysis, therapy, and recurring treatment are set up in a single conversation and stay in dispatch until you tell us to change them.
Wheelchair transportation and ambulatory transportation are priced differently, and the level is agreed when you book based on what you tell us.
If the rider needs a higher level of assistance than what was booked, we will do our best to complete the trip and the rate may be adjusted to reflect the service actually provided. If the rider needs less, tell us and we will re rate it downward.
Tell us as soon as your needs change. A rider whose condition improves during a course of therapy should not keep paying for a service they no longer need.
Rates depend on the service level, the distance, and whether the driver waits during your appointment. We quote you before you book, and the quote is based on the details you give us.
If the trip changes on the day, for example a different destination or a longer wait than planned, the final charge will reflect what actually happened. We will tell you at the time rather than surprising you afterward.
Payment is due at the time of service unless we have agreed otherwise in writing.
Call as soon as you know you need to cancel. Appointments get rescheduled by facilities all the time and we understand that.
A cancellation with reasonable notice is not charged. A cancellation once a driver is already en route, or a rider who is not available at the pickup, may be charged a fee that reflects the trip we held for you.
For standing schedules, tell us in advance about a week you will not need. Repeated no shows on a standing route may lead us to end the arrangement, because the slot is one another rider could have used.
If we have to cancel on you, we will tell you as early as we can and we will not charge you.
We build pickup times around your appointment rather than around a map estimate, and we plan for traffic and weather. We aim to have you at your appointment on time and we take that seriously.
If we are running late we will call you. If a delay means you will miss your appointment, tell us and we will help you work out what to do next.
We are not responsible for missed appointments, missed procedures, rescheduling fees, or any cost charged by a facility as a result of a delay. If a delay is our fault, talk to us and we will make it right on the fare.
A driver may end a trip or decline to begin one if they judge that continuing would be unsafe for the rider, for themselves, or for anyone else. That decision is the driver's to make and we will support it.
You are responsible for any damage to a vehicle caused deliberately or through reckless behaviour.
One family member or caregiver rides free. Tell us at booking so the right vehicle is assigned, since space is not unlimited.
If a rider requires assistance beyond what a driver can provide between the door and the vehicle, a caregiver must travel with them. We will tell you honestly if we think that is the case rather than attempting a trip we are not equipped for.
Our vehicles use rear entry ramps and four point floor securement. You stay in your own chair for the whole trip and there is no transferring at either end.
Tell us the type and approximate size of the chair when you book. Not every chair fits every vehicle, and knowing in advance is how we make sure the right van arrives.
You are responsible for the condition and maintenance of your own equipment. We take care with it, but we are not liable for pre existing wear, damage, or mechanical failure of a rider's chair, walker, or personal device.
Keep your belongings with you. We are not responsible for items left in a vehicle, though we will make a reasonable effort to return anything found and will hold it for a short period.
Do not send valuables, medication, or documents with a driver as cargo. We transport people, not packages.
When a hospital, clinic, senior community, or caregiver books on a rider's behalf, they confirm they are authorised to arrange transportation for that person and to share the details needed to complete the trip safely.
Responsibility for payment sits with whoever agreed to the charge at booking. If a facility books a trip and expects the rider to pay, tell us at the time so nobody is surprised at the vehicle.
We are licensed and insured in Kentucky and we carry the coverage our operation requires.
To the fullest extent permitted by Kentucky law, our liability arising out of a trip is limited to the amount charged for that trip. We are not liable for indirect or consequential losses, including missed appointments, rescheduling costs, lost wages, or lost opportunity.
Nothing in these terms limits liability for anything that cannot lawfully be limited, including liability arising from our own negligence where the law does not permit it to be excluded.
The content on this site is provided for information. Service areas, drive times, and descriptions are indicative and do not form part of a booking until we confirm the trip with you.
The text, images, and design on this site belong to Ohana Care and Transportation and may not be copied or reused without permission.
This site links to other websites we do not control. We are not responsible for their content or their practices.
These terms are governed by the laws of the Commonwealth of Kentucky. Any dispute arising from them will be handled in the courts of Kentucky.
If any part of these terms is found unenforceable, the rest remains in effect.
Before anything reaches a court, call us. Most problems are solved on the phone in a few minutes and we would rather fix something than argue about it.