Terms of Service

1. About RainCare

RainCare LLC provides non-emergency wheelchair transportation.

Our services are intended for passengers who need transportation but do not require emergency ambulance transportation during the trip.

RainCare is a transportation provider. Unless expressly stated otherwise, RainCare and its drivers do not provide medical diagnosis, medical treatment, nursing services, medical monitoring, or emergency medical care.

3. Booking a Ride

Transportation may be requested through methods made available by RainCare, including:

• Our online booking system or website;
• Telephone or text message;
• A family member, caregiver, or authorized representative;
• A healthcare facility or other organization arranging transportation on behalf of a passenger; or
• A recurring transportation agreement or facility contract.

Submitting a transportation request does not necessarily mean that the ride has been accepted. A reservation is confirmed only after RainCare accepts the request or otherwise provides confirmation.

Availability may depend on vehicle availability, scheduling, passenger needs, pickup and destination locations, wheelchair requirements, trip distance, requested assistance, and other operational or safety considerations.

4. Information Required When Booking

Accurate information is essential for providing safe transportation. The person arranging transportation must provide complete and accurate information relevant to the requested transportation.

This may include:

• Passenger name and contact information;
• Pickup and destination addresses;
• Appointment, requested arrival, and pickup times;
• Whether the trip is one-way or round-trip;
• The type, dimensions, and relevant characteristics of the wheelchair or mobility device, including whether it is manual or powered and whether the passenger will remain in it;
• Any caregiver, family member, personal care attendant, companion, or service animal traveling with the passenger;
• Oxygen or other medical equipment;
• Stairs, inclines, narrow entrances, difficult loading areas, parking restrictions, or other accessibility issues;
• Assistance reasonably necessary for safe boarding, transportation, and exiting; and
• Any other information reasonably necessary to safely perform the transportation.

RainCare uses this information to determine how transportation can be performed safely and appropriately and to identify reasonable accommodations. Passengers are not required to disclose medical information unrelated to transportation safety or the requested service.

5. Passenger Responsibilities

Passengers, responsible parties, caregivers, and persons arranging transportation have an important role in helping RainCare provide safe and dependable transportation.

Accurate Information

You must provide accurate information and notify RainCare as soon as reasonably possible about changes to the pickup, destination, appointment time, mobility device, passenger mobility, required assistance, companions, service animals, medical equipment, or accessibility conditions.

Being Ready for Pickup

Passengers should be ready at the confirmed pickup time with necessary personal items, documentation, medication, mobility equipment, and belongings prepared. Delays may affect the trip or subsequent scheduled trips.

Wheelchair Condition and Securement

Passengers are responsible for maintaining personally owned mobility devices in reasonably safe operating condition and disclosing known issues. RainCare may inspect a device as reasonably necessary for safe loading and securement.

Passengers must cooperate with reasonable safety procedures. Mobility devices must be secured before travel, and passengers must not interfere with securement equipment while the vehicle is moving. Available passenger restraints must be used when required by law or safety procedures, subject to lawful exceptions or accommodations.

Boarding and Exiting

Passengers must follow reasonable driver instructions relating to ramps, lifts, securement systems, doors, and other safety equipment, and must wait until the driver indicates it is safe to enter or exit.

Transfers and Physical Assistance

RainCare provides transportation-related assistance within the agreed service. Unless expressly agreed, drivers are not responsible for lifting or carrying passengers, stairs, physical transfers, nursing or clinical assistance, administering medication, operating medical equipment, or continuous medical supervision. RainCare may require an appropriate caregiver when permitted by law.

Safe Conduct and Personal Belongings

Passengers and companions must not create an immediate safety risk. Threats, violence, or interference with the driver or safety equipment may result in a stopped or cancelled ride. Decisions will be based on legitimate safety or legal considerations, not merely disability.

Passengers are responsible for their belongings and should disclose unusually large equipment. RainCare is not responsible for intentionally abandoned items or ordinary wear or damage to improperly secured belongings, except where applicable law imposes responsibility.

6. Service Animals and Companions

RainCare accommodates service animals in accordance with applicable law. Advance notice may assist with vehicle preparation but is not a condition of lawful access. Service animals must remain under their handler's control.

Passengers may request transportation for a family member, caregiver, personal care attendant, or other companion. Companion transportation may depend on available seating and booking arrangements.

7. Medical Equipment and Oxygen

Passengers should notify RainCare before traveling with oxygen, medical devices, or other equipment. Equipment must be safely transportable and appropriately secured.

Passengers remain responsible for operating and monitoring their equipment. Drivers do not administer oxygen, medication, or medical treatment unless RainCare expressly offers that service through qualified personnel. If equipment cannot be transported safely or lawfully, RainCare will reasonably work to determine whether another arrangement is appropriate.

8. Pickup and Arrival Times

RainCare makes reasonable efforts to meet confirmed schedules. Traffic, closures, accidents, weather, construction, vehicle emergencies, facility or previous-passenger delays, accessibility issues, government actions, and other unexpected circumstances may cause delays.

Pickup and arrival times are estimates unless expressly agreed otherwise in writing. RainCare does not guarantee arrival at an exact appointment time. Passengers and facilities should allow sufficient time for boarding, securement, traffic, unloading, and check-in.

9. Return Transportation

Transportation to an appointment does not automatically guarantee immediate return transportation unless confirmed. Return trips should be scheduled through RainCare. When completion time is unknown, RainCare will make reasonable coordination efforts, but availability and wait times may vary.

10. Waiting Time

A reservation may include specified waiting time. Additional time may depend on availability and disclosed charges. RainCare need not keep a vehicle indefinitely when an appointment, discharge, passenger, or facility is substantially delayed and may arrange a later pickup.

11. Pricing and Payment

Price may depend on distance, locations, requested service, waiting time, stops, tolls, parking, scheduling requirements, and contractual rates. Charges will be communicated through the booking process, quote, invoice, rate agreement, facility contract, or other arrangement.

Payment timing depends on the arrangement. The person or organization agreeing to pay remains responsible for properly charged amounts.

12. Insurance, Medi-Cal, and Third-Party Payment

Unless RainCare specifically confirms otherwise, booking does not guarantee coverage or reimbursement by Medi-Cal, Medicare, private insurance, a facility, or another third party. Passengers must confirm eligibility. A direct facility agreement controls when that organization accepts financial responsibility.

13. Cancellations and No-Shows

Cancel transportation as soon as reasonably possible. RainCare may establish disclosed cancellation or no-show fees. A passenger may be considered a no-show after RainCare arrives, reasonably attempts contact, waits the applicable period, and the passenger does not appear or is not ready.

Repeated late cancellations or no-shows may affect future availability. RainCare may waive a fee when circumstances reasonably justify it.

14. Healthcare Facilities and Third-Party Bookings

Authorized facilities, coordinators, family, caregivers, and others may book for a passenger and must provide information needed for safe coordination. Facilities must ensure passengers are prepared and pickup and destination information is accurate.

RainCare is not responsible for medical discharge, treatment, appointment scheduling, or other clinical decisions. Its responsibility begins and ends with agreed transportation and related assistance.

15. Right to Modify or Decline a Trip for Safety

RainCare may modify, postpone, or decline a trip that cannot reasonably be performed safely or lawfully, including because of an immediate threat, incompatible equipment, inaccessible conditions, medical needs beyond service scope, severe weather, vehicle malfunction, illegal activity, or other unsafe or unlawful circumstances.

Decisions will comply with disability-access and nondiscrimination laws, with reasonable accommodations considered when required.

16. No Medical Advice or Medical Relationship

Information from RainCare's website, employees, drivers, communications, or services is not medical advice. Using RainCare creates no healthcare-provider relationship. Questions about medical appropriateness should be directed to the passenger's healthcare professional.

17. Limitation of Liability

RainCare is responsible for its obligations as required by law. To the maximum extent permitted, RainCare is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising solely from delays, appointment changes, traffic, facility delays, or circumstances outside its reasonable control.

Nothing in these Terms excludes or limits liability where prohibited by law, including non-waivable fraudulent, willful, or unlawful conduct.

18. Passenger-Caused Damage

Passengers and companions may be responsible, as permitted by law, for intentional or negligent damage beyond ordinary wear. RainCare will not charge merely because accessible equipment, a mobility device, or a service animal requires ordinary vehicle use.

19. Website Use

The website communicates service information and enables contact or transportation requests. You agree not to use it unlawfully, submit fraudulent requests, interfere with operations or security, gain unauthorized access, impersonate others, or use automated systems to disrupt services.

Website information may change and does not guarantee availability.

20. Privacy

RainCare may collect information needed to process requests, communicate, provide services, process payments, maintain records, and meet legal requirements. Handling of personal information is also governed by the RainCare Privacy Policy.

Information may be exchanged with a booking facility or organization when reasonably necessary and legally permitted.

21. Communications

By providing contact information, you authorize transactional communications about requests and services, including confirmations, driver arrivals, schedule changes, pickup questions, coordination, payment, and invoices. Marketing communications will be handled separately as required by law.

22. Third-Party Services

RainCare may use third parties for hosting, mapping, payments, communications, scheduling, and operations. RainCare is not responsible for independent services offered directly by unrelated third parties except as imposed by law.

23. Nondiscrimination

RainCare provides services without unlawful discrimination, provides reasonable accommodations required by law, and will not deny transportation merely because of disability. Safety decisions are based on actual considerations rather than stereotypes.

24. Changes to Reservations or Services

Contact RainCare promptly when requirements change. RainCare may modify a reservation when changes affect availability, timing, route, equipment, assistance, or safety. Material changes may affect price.

25. Events Outside RainCare's Reasonable Control

RainCare is not in breach for delays or inability to perform caused by severe weather, disasters, closures, government orders, widespread emergencies, major traffic incidents, utility failures, or similar uncontrollable events. RainCare will reasonably communicate material disruptions when practicable.

26. Changes to These Terms

RainCare may update these Terms as services, technology, policies, or legal obligations change. Updated Terms show a revised “Last Updated” date and apply prospectively unless law requires otherwise. Separately signed contracts continue according to their terms.

27. Governing Law

These Terms are governed by California law, without regard to conflict-of-law principles, except where federal or other law controls. To the extent permitted, disputes not governed by a separate agreement will be handled in appropriate courts in Santa Clara County, California.

28. Severability

If a provision is invalid or unenforceable, it will be interpreted or limited as necessary to make it enforceable where permitted. Remaining provisions continue in effect.

29. No Waiver

RainCare's failure to enforce a provision on one occasion does not waive its right to enforce it later.

30. Entire Agreement

These Terms, applicable confirmed reservation and pricing terms, the Privacy Policy, and written customer agreements constitute the applicable agreement. A separately signed agreement controls where it conflicts with these Terms.