Terms & Conditions

1. Agreement to These Terms

These Terms and Conditions (“Terms”) govern your access to and use of the website located at www.nexusviprides.com (the “Site”) and your use of the transportation services provided by Nexus VIP Rides LLC (“Nexus VIP Rides,” “we,” “us,” or “our”). By accessing the Site, requesting a ride, or riding with us, you agree to these Terms. If you do not agree, do not use the Site or our services.

If you are arranging transportation on behalf of another person — as a family member, guardian, case manager, discharge planner, or facility staff member — you represent that you are authorized to do so, and you agree to these Terms on that person's behalf as well as your own.

2. This Is Not an Emergency Service

Nexus VIP Rides provides non-emergency medical transportation only. We do not provide ambulance service, emergency medical care, or any form of medical treatment or monitoring. If you are experiencing a medical emergency, call 911 immediately. Do not call us, do not use this website, and do not wait for a scheduled ride.

Signs of an emergency include, but are not limited to, chest pain, difficulty breathing, uncontrolled bleeding, sudden weakness or numbness, loss of consciousness, severe injury, or any condition a reasonable person would consider life-threatening.

We transport passengers who are in stable medical condition and who do not require medical care en route. If a passenger's condition at the time of pickup appears to require a level of care beyond non-emergency transport, our driver will decline the trip and will contact emergency services or facility staff as appropriate.

3. The Site Is Informational Only

Content on the Site is provided for general informational purposes. It is not medical advice, legal advice, or a determination of eligibility for any benefit program. Nothing on the Site creates a provider-patient relationship or a binding commitment to transport.

Do not disregard or delay seeking professional medical advice because of anything you read on the Site.

Do not submit health information through the Site. Our web forms and general email addresses are not secure. To discuss a passenger's condition or needs, call (843) 457-1060. See our Privacy Policy for detail.

4. Services We Provide

Subject to availability, vehicle capacity, and our operating authority, we provide:

• Ambulatory transportation for passengers who can walk and transfer with limited or no assistance
• Transportation to and from medical appointments, dialysis, outpatient procedures, therapy, behavioral health services, pharmacy stops incidental to a covered trip, and hospital discharge
• Facility and institutional transportation under a separate written service agreement

Service is provided in Myrtle Beach and surrounding areas within the scope of our South Carolina operating authority. Availability outside our regular service area is by arrangement and is not guaranteed.

We do not provide stretcher or bariatric transport unless expressly offered and confirmed in writing, and we do not provide any service requiring Basic or Advanced Life Support.

5. What Our Drivers Do and Do Not Do

Our drivers will:

• Assist a passenger between the door of the origin and the vehicle, and between the vehicle and the door of the destination, where it is safe to do so
• Assist with entering and exiting the vehicle
• Load, secure, and unload walkers and other mobility devices
• Carry a reasonable number of personal items

Our drivers will not:

• Provide any medical care, assessment, or monitoring
• Administer, handle, or remind passengers about medication
• Lift or carry a passenger, or perform a manual transfer beyond safe assistance
• Enter a private residence beyond the entry threshold
• Remain with a passenger at a destination, or provide supervision or attendant care
• Leave a passenger unattended where doing so would be unsafe

Doorway assistance is not attendant care. If a passenger requires supervision, hands-on transfer assistance, or medical attention during transport, an escort or attendant must accompany the passenger. See Section 7.

6. Booking, Authorization, and Confirmation

6.1 A Ride Request Is Not a Confirmed Trip

Submitting a request through the Site, by phone, or through a third party does not create a binding obligation to transport. A trip exists only when we confirm it, and — where a payer is involved — only when the required authorization is in place.

6.2 Medicaid and Health Plan Members

If your transportation is covered by South Carolina Healthy Connections Medicaid or a Medicaid managed care plan, you must arrange your trip through the state's transportation broker, not directly with us. The broker verifies eligibility, authorizes the trip, and assigns it to a provider. We cannot self-assign, authorize, or guarantee a Medicaid trip.

Contact your health plan's member services line or the broker line printed on your member card to schedule. We will gladly explain the process if you call us, but we cannot book the trip for you.

6.3 Advance Notice

Routine trips should be scheduled well in advance — brokers commonly require three business days' notice. Same-day requests, urgent trips, and hospital discharges are accommodated when capacity allows but are never guaranteed.

6.4 Standing Orders

Recurring trips, such as dialysis, may be arranged as a standing order. Standing orders remain in effect until cancelled and must be updated promptly when a treatment schedule changes.

7. Passenger Responsibilities

To ride with us, you or the person arranging your transportation agree to:

• Provide accurate information about mobility status, weight where relevant to equipment limits, oxygen use, cognitive status, communication needs, and any condition affecting safe transport
• Notify us in advance of any change in the passenger's condition or equipment
• Be ready at the scheduled pickup time
• Remain seated and use the seat belt at all times while the vehicle is in motion, as required by law
• Follow reasonable driver instructions concerning safety and securement
• Treat drivers and staff with respect

Escorts and attendants. An escort must accompany a passenger who is a minor, who is under guardianship, who cannot be safely left unattended, or whose condition requires supervision or hands-on assistance during transport. Escorts must be arranged in advance and are subject to seating capacity. Where a payer's rules govern escorts, those rules apply.

Minors. Passengers under 18 must be accompanied by a parent, guardian, or authorized adult unless a facility or payer has documented an alternative arrangement in writing. Age- and weight-appropriate child restraints are required by South Carolina law; tell us in advance so we can equip the vehicle.

Service animals. Service animals are welcome, consistent with the Americans with Disabilities Act. Tell us when booking so we can plan seating. Pets that are not service animals are not permitted.

8. Wait Times, No-Shows, and Cancellations

Cancellation. Please cancel as far in advance as possible, and at minimum by the deadline stated when your trip was confirmed. Where a payer or broker sets the cancellation window, that rule applies.

Wait time. Our driver will wait a reasonable period at pickup, typically ten to fifteen minutes, before the trip is recorded as a no-show. Additional wait time may be billable to private-pay customers at the rate quoted when booking.

No-shows. Repeated no-shows may result in suspension of standing orders or of service. Where a payer administers a no-show policy, that policy governs.

Return trips. For appointments of uncertain length, call us when the passenger is ready. Return pickup times are estimates and depend on fleet availability.

9. Arrival Times Are Estimates

Traffic, weather, road closures, vehicle breakdowns, facility delays, and earlier trips running long all affect scheduling. We do not guarantee arrival or pickup at any specific time, and we are not responsible for missed appointments, missed treatments, rescheduling fees, or other consequences of a delay. We will make reasonable efforts to notify you of significant delays and to arrange alternate transportation where practical.

Nothing in this Section limits our obligations as a certificated motor carrier of passengers under South Carolina law.

10. Rates, Billing, and Payment

Private-pay customers. Rates are quoted at the time of booking and reflect our tariff on file with the South Carolina Office of Regulatory Staff. Payment terms, deposits, and accepted payment methods are as stated when your trip is confirmed. Past-due balances may be subject to collection.

Insured and Medicaid passengers. Where a payer covers the trip, we bill the payer directly. We do not balance bill. If a trip is covered by Medicaid or a Medicaid managed care plan, we will not bill the passenger for the difference between our charge and the payer's payment. A passenger may be responsible only for a cost-share the payer expressly authorizes, or for a trip the passenger arranged privately with full advance knowledge that it was not covered.

Facility and institutional customers. Rates and terms are governed by the written service agreement between us and the facility. Where that agreement conflicts with these Terms, the service agreement controls.

11. Our Right to Refuse or Discontinue Service

We may refuse or discontinue transportation, at the time of pickup or during a trip, when:

• The passenger's condition requires a level of care we are not authorized or equipped to provide
• The passenger, an escort, or a bystander behaves violently, threateningly, or abusively toward our driver or others
• The passenger appears impaired in a way that makes safe transport impossible, or refuses to be secured
• Weapons, illegal substances, or hazardous materials are present
• A mobility device cannot be safely secured, or exceeds our equipment's rated capacity
• Weather, road conditions, or a mechanical problem make the trip unsafe
• Required authorization is absent or has been denied by the payer
• The passenger's account is materially past due, except where refusal would be inconsistent with a payer contract

We do not refuse service on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, source of payment, or any other characteristic protected by law. Refusal is based on safety, capability, and authorization only. Where we decline a trip for a medical reason, we will alert facility staff, the escort, or emergency services as the circumstances require.

12. Conduct in Our Vehicles

The following are prohibited: smoking or vaping; open containers of alcohol; illegal drugs; weapons; eating where it creates a safety or sanitation risk; tampering with securement equipment, doors, or vehicle controls; and recording or photographing other passengers. Passengers or escorts who damage a vehicle or equipment may be charged the cost of repair or replacement.

13. Personal Property

Bring only what you need. We are not responsible for personal property left in, lost from, or damaged in our vehicles, except where the loss results from our negligence. Items left behind will be held for a reasonable period and returned when we can identify the owner. Mobility devices, oxygen equipment, and other medical equipment are handled with care; tell us in advance about any device that requires special handling.

14. Accessibility

We are committed to serving passengers with disabilities and to keeping the Site usable by people using assistive technology. See our Accessibility Statement.

Anything available through the Site is also available by telephone at (843) 457-1060. If any part of the Site or these Terms is not accessible to you, contact us and we will provide the information in an alternative format at no charge.

15. Intellectual Property

The Site and its content — text, graphics, logos, and the Nexus VIP Rides name and marks — are our property or that of our licensors and are protected by applicable law. You may view and print pages for your personal, non-commercial use. You may not copy, republish, or use our marks without written permission.

16. Third-Party Links

The Site may link to third-party websites, including broker portals, health plans, and healthcare facilities. We do not control those sites, do not endorse their content, and are not responsible for their practices. Their terms and privacy policies govern your use of them.

17. Disclaimer of Warranties

The Site is provided “as is” and “as available,” without warranties of any kind, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Site will be uninterrupted, error-free, or free of harmful components, or that information on the Site is complete or current. This Section applies to the Site. It does not disclaim any duty of care we owe to passengers in the course of transportation.

18. Limitation of Liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost opportunity, or missed appointments, arising out of your use of the Site.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for gross negligence, for willful misconduct, or for any liability that cannot be limited or excluded under South Carolina law or under the regulations governing motor carriers of passengers.

As a certificated passenger carrier, we maintain liability insurance in the amounts required by the South Carolina Public Service Commission and the Office of Regulatory Staff, and by our payer and facility contracts.

19. Indemnification

You agree to indemnify and hold harmless Nexus VIP Rides and its members, employees, and contractors from claims arising out of your misuse of the Site, your breach of these Terms, or your violation of law — excluding any claim arising from our own negligence or misconduct.

20. Complaints and Regulatory Contacts

Start with us. Call (843) 457-1060 or write to the address in Section 24. We investigate every service complaint and will respond promptly.

If we do not resolve your concern, you may also contact:

• Your transportation broker or health plan, using the member services number on your card, for complaints about a Medicaid or plan-covered trip
• The South Carolina Office of Regulatory Staff, which regulates motor carriers of passengers in South Carolina, for complaints about the safety, rates, or practices of a certificated carrier
• The U.S. Department of Health and Human Services, Office for Civil Rights, for complaints about privacy of health information or disability discrimination — www.hhs.gov/ocr

We will not retaliate against any passenger for filing a complaint.

21. Governing Law and Disputes

These Terms are governed by the laws of the State of South Carolina, without regard to conflict-of-law principles.

Before filing any action, the parties agree to attempt informal resolution: send a written description of the dispute to the address in Section 24, and allow thirty days for a response and good-faith discussion. Any action not resolved informally shall be brought in the state or federal courts located in Horry County, South Carolina, and the parties consent to that venue.

Note: Given that many passengers are elderly, disabled, or Medicaid beneficiaries, this draft deliberately omits a binding arbitration clause with a class-action waiver due to reputational and enforceability risk. Consult counsel about mediation or arbitration provisions.

22. Relationship to Other Agreements

These Terms govern your use of the Site and general use of our services. Where a separate written agreement applies — a Facility Service Agreement, a broker or payer provider agreement, or a Business Associate Agreement — that agreement controls to the extent of any conflict. Our handling of health information is governed by our Privacy Policy, our Notice of Privacy Practices, and HIPAA.

23. General Provisions

Changes. We may revise these Terms at any time. The “Last Updated” date reflects the most recent revision, and material changes will be posted prominently on the Site. Continued use after a change constitutes acceptance.

Severability. If any provision is held unenforceable, the remainder stays in force.

No waiver. Our failure to enforce any provision is not a waiver of it.

Assignment. You may not assign these Terms. We may assign them in connection with a merger, acquisition, or sale of assets.

Entire agreement. These Terms, together with our Privacy Policy and any applicable written service agreement, constitute the entire agreement between us regarding the Site.

24. Contact Us

Please do not include health information in email. Call us instead.

This document is a draft prepared for Nexus VIP Rides. It is not legal advice. Have it reviewed by an attorney licensed in South Carolina, and reconcile it against your tariff on file with ORS and your broker and facility contract requirements, before publishing.