Non-emergency medical transportation is a specialized transit service for individuals who need assistance traveling to medical appointments, physical therapy, dialysis, or hospitals, but do not require emergency ambulance care.

You can request a ride through our website section REQUEST A RIDE, by calling or texting us at (413) 312-3660, or by fax at (413) 288-7149. Submitting a digital form or sending a fax does not instantly book a ride or errand. Your ride or errand is officially confirmed only after CleanCare reviews the request, coordinates the arrangements, and confirms the final price with you.

No. To keep our service rates efficient, affordable, and focused on driving, we operate entirely via a local secure remote model and do not maintain an open public walk-in office for clients or visitors. All operations, scheduling, and billing are safely managed online or by phone.

We focus exclusively on ambulatory transit using standard electric SUVs. We can accommodate folding walkers and manual, folding wheelchairs that can be safely folded and stored in our vehicle’s rear cargo area. However, our vehicles are not equipped with mechanical lifts or ramps. Per state safety regulations, we cannot transport individuals who must remain seated in their wheelchairs while the vehicle is in motion. All passengers must be fully capable of entering and exiting a standard vehicle seat independently or with minimal steadying guidance.

Absolutely. Client privacy is a core pillar of our business. All CleanCare drivers are thoroughly trained and HIPAA compliant, ensuring that your Protected Health Information (PHI)—including your identity, medical history, pickup locations, scheduling data, and medical destinations—is kept entirely confidential and secure. For your total safety, our drivers must clear rigorous Criminal Offender Record Information (CORI) background checks and RMV driving history screenings. Additionally, our operators bring over 20 years of hands-on experience navigating regional clinical facilities and hold active certifications in First Aid and CPR.

Please notify us immediately if your pickup times, destination doctor, or physical mobility requirements change so that we can update your trip details and maintain proper scheduling.

No. CleanCare Transport & Errands LLC operates exclusively as a private-pay service. We do not bill health insurance providers, traditional Medicare plans, or Medicaid brokers directly. All fees are the responsibility of the client or their family and must be paid via our accepted private payment methods (credit card, debit card, or check). If your private insurance or Medicare Advantage plan offers an independent reimbursement benefit for non-emergency medical transit, we can provide you with a clear, itemized receipt after your trip that you may submit to your provider yourself.

Our pricing is completely customized, transparent, and communicated to you upfront before your reservation is finalized. Because we offer a premium, tailored experience using a comfortable electric SUV, rates are determined according to a few specific variables, such as a base minimum fee, total trip distance, miles, waiting time at the facility, or whether the ride is a drop-off versus a drop, leave, and return trip. In other words, every single ride and errand request is completely different. That is why we strongly encourage our customers and healthcare providers to supply as much specific information and instruction as possible before we give a final quote. Please call or text us at (413) 312-3660 or fill out our online request form to provide your trip details and receive a free, personalized quote.

No. CleanCare Transport & Errands LLC is strictly a pre-arranged, non-emergency transportation service (NEMT). We are not an ambulance company, an emergency medical provider, or a substitute for emergency medical care. Our premium electric vehicles do not carry clinical personnel, life-support hardware, sirens, or flashing emergency lights. If you or a passenger are experiencing an active medical emergency, please do not use our service—you must call 911 immediately. If a medical emergency unexpectedly occurs while a passenger is inside a CleanCare vehicle, our driver will safely pull over and contact 911 on your behalf immediately.

Our services are warmly open to seniors, bariatric patients, individuals with physical disabilities (who utilize folding walkers or manual folding wheelchairs), and anyone lacking reliable transport for local appointments and errands. We also proudly welcome individuals with neurodivergent, cognitive, or developmental needs (such as autism, dementia, or severe sensory sensitivities). To ensure a calm, familiar routine and the absolute safety of everyone in the vehicle—including our driver—we require that passengers who experience severe behavioral distress or require continuous 1-on-1 supervision must be accompanied by a dedicated caregiver, parent, or companion during the entire ride.

Yes. While medical appointments are our priority, we also provide transport for grocery shopping, family gatherings, airport transfers, and other social outings.

We recommend booking at least 24 to 48 hours in advance to guarantee your preferred time slot, though we do our best to accommodate same-day or short-notice requests based on availability.

To request, modify, or cancel a ride, you must call or text our dedicated service line directly at (413) 312-3660.

You can request a ride through our website portal, via email, or by calling or texting us directly at (413) 312-3660. Submitting a digital form does not instantly book a vehicle; your ride is officially confirmed only after CleanCare reviews the request, coordinates the arrangements, and confirms the final price with you.

Because your booking reserves an exclusive commercial driver and vehicle specifically for your timeline, late cancellations directly impact our scheduling operations. Our fees are strictly enforced as follows:

• 24+ Hours Advance Notice: Completely Free ($0). No penalties or fees.

• Less than 24 Hours Notice: A non-negotiable $25 late cancellation fee is charged.

• 8 Hours or Less Notice: A non-negotiable $50 short-notice fee is charged.

• Passenger No-Show (At the Door): The 100% full quoted trip fare is forfeit to compensate for the driver’s fuel, staging time, and exclusive route reservation.

Yes. One caregiver or family member is welcome to ride with you free of charge. Please let us know when booking so we can reserve their seat.

Yes. We provide door-to-door (and bed-to-bed upon request) service. Our drivers do not just drop you at the curb; they assist you safely out of your home, into the vehicle, and right to your destination check-in desk.

Yes! We want your trip to be as convenient as possible. We proudly offer our Round-Trip (RT) clients the option of making 1 to 2 free, brief return stops (e.g., pulling into a pharmacy drive-thru to pick up a prescription or grabbing essential groceries) on your way home. To help our drivers stay perfectly on schedule for all of our clients, please request these brief stops in advance when scheduling your ride. Please note: Extended wait times, major route changes, or full shopping trips are not covered under this free perk and may incur an extra fee.

In strict compliance with our privacy policies, never send personal confidential information over a fax, website form, or text message. This includes Social Security Numbers, full financial bank details, or unnecessary, detailed medical diagnoses. We only require basic logistical information (pickup times, drop-off locations, and basic mobility or companion needs) to safely coordinate your trip.

Yes. We are an officially registered, bonded, and insured independent LLC within the Commonwealth of Massachusetts. Our commercial fleet is registered with the Massachusetts Registry of Motor Vehicles (RMV) under official "LV" (Livery Vehicle) plates. In Massachusetts, the LV plate signifies that a vehicle is legally licensed, commercially inspected, and stringently insured specifically to transport passengers for hire (such as medical appointments and errands). This ensures you are riding in a verified commercial vehicle rather than an unregulated personal rideshare car.

Yes. If you have a detailed request, a long list of errands, or extensive step-by-step instructions, you can fax them directly to our secure line at (413) 288-7149. However, because long faxes can occasionally suffer from transmission errors or missing pages, we strictly require that you call or text us at (413) 312-3660 immediately after sending to confirm we have successfully received it.

CleanCare Transport & Errands LLC welcomes and respects authentic customer feedback, whether positive or negative. We are committed to resolving legitimate service concerns quickly and amicably. However, to protect our family business, our drivers, and our community from digital extortion, we enforce a strict zero-tolerance policy against bad-faith or fraudulent reviews. We document all dispatch logs, vehicle GPS routing data, text communications, and timestamps for every single trip. If an online review is used as a tool to manipulate our staff, demand unauthorized refunds, or extort free services out of our company, we will instantly submit our documented trip evidence to Google’s legal team, corporate platforms, and local authorities to permanently remove the fraudulent content and defend our company's reputation.