The basics of working with us

These terms describe what our service covers, what it does not, and what we expect from passengers and partners.

Scope of service

We provide scheduled, non-emergency transportation and coordination for ambulatory passengers. We are not an ambulance service and do not provide emergency response, clinical care, gurney, stretcher, litter, or advanced medical transportation.

Scheduling and confirmation

A request is not a scheduled trip until a coordinator confirms it. Pickup windows are estimates that account for traffic and appointment timing.

Passenger responsibilities

Please describe assistance needs accurately at booking, be ready at the confirmed pickup window, and notify us of changes as early as possible. Drivers may decline a trip when a passenger's needs exceed the confirmed assistance scope.

Changes and cancellations

We ask for at least 24 hours notice for standard trips and 48 hours for recurring, early-morning, long-distance, or wheelchair-accessible requests; same-day trips are best effort. Cancellations made 4 or more hours before pickup carry no charge, cancellations inside 2 hours are treated as late, and drivers wait 15 minutes before recording a no-show. Repeated late cancellations or no-shows may affect scheduling availability. Changes and cancellations are handled by a live coordinator.

Website use

Content on this site is provided for general information and may change. Questions about these terms can be sent to info@goorbitrelay.com.

Emergencies

Never use this website or our scheduling line to report a medical emergency. Call 911.