CLEANCARE TRANSPORT & ERRANDS LLC
OUR SERVICE RULES & POLICIES
(Last Updated: October 13, 2026)
Welcome to CleanCare Transport & Errands LLC (“CleanCare”). These Service Rules & Policies are intended to explain, in clear everyday language, important conditions that apply when you request or use our transportation, errand, pickup, or delivery services.
By requesting or using a CleanCare service, you acknowledge these policies.
1. Non-Emergency Ambulatory Service Scope (Not an Ambulance)
• Strictly Non-Emergency: CleanCare provides pre-arranged, private-pay transportation and companion errands and is not an ambulance or emergency medical service. Our vehicles do not carry life-support machinery or emergency medical personnel.
• In an Emergency: If a medical crisis occurs, drivers will stop safely and dial 911. Resulting emergency costs are the passenger's responsibility.
• Ambulatory Requirements: Passengers must be able to enter and exit our electric SUVs independently or with limited arm assistance from the driver.
• Mobility Devices: We accommodate folding walkers and manual folding wheelchairs for cargo storage. Our current vehicles are not equipped with a wheelchair ramp or mechanical lift. CleanCare cannot transport a passenger who must remain seated in any type of wheelchair while the vehicle is moving.
2. High-Needs Passengers & Companion Escorts
Neurodivergent Welcome: We provide a calm, predictable environment for passengers with cognitive or developmental needs.
Mandatory Escort: Passengers requiring continuous supervision or with elopement risks must travel with a dedicated caregiver (Elopement risks refers to the likelihood that a vulnerable person will leave a safe, supervised area or facility without authorization or staff awareness)
For everyone's safety, our driver may delay or interrupt a trip if special circumstances affecting a customer's well-being or safety arise at the time of pickup or during the ride.
3. Mobility Assistance & Door-to-Door Service
• At this time, clients using a folding manual wheelchair must be able to safely transfer into our electric SUV, with reasonable assistance from our trained and dedicated driver when needed. Please let us know about any mobility-related assistance you may need, including the use of a walker or folding manual wheelchair.
• Our assistance may include opening doors, offering a steadying arm, helping with a mobility device, or accompanying a passenger between the vehicle and an accessible entrance or check-in area. You may also let your driver know if you need assistance during your trip.
4. Images Used on This Website
• Some photographs and illustrations appearing on the CleanCare website may be AI-assisted, digitally created, edited, enhanced, or used for illustrative purposes to demonstrate the types of transportation, errands, assistance, or situations associated with our services. Illustrative images should not be interpreted as depicting actual customers, employees, completed trips, or specific service relationships unless expressly identified as such.
• CleanCare is an independent business. The appearance of a hospital, medical facility, business, organization, logo, sign, or similar setting in an illustrative image does not imply sponsorship, endorsement, affiliation, or partnership with CleanCare unless expressly stated.
5. Customer Privacy
• CleanCare respects the privacy of its customers.
• Personal information submitted when requesting transportation or another service is handled according to our Privacy Policy and is used as reasonably necessary to evaluate, coordinate, provide, document, or communicate about requested services.
• CleanCare does not sell or rent customers' personal information for third-party marketing purposes.
• Customers should avoid submitting unnecessary medical diagnoses, Social Security numbers, insurance identification numbers, financial account information, or other highly sensitive information through ordinary website forms, email, or text messages.
6. Data Security
• CleanCare takes reasonable steps to protect personal information under our control. However, no website, email, text message, electronic form, or internet transmission can be guaranteed to be completely secure.
• For this reason, customers should not send unnecessary sensitive personal, financial, insurance, or medical information through ordinary website forms, email, or text messages.
• In most circumstances, CleanCare does not need detailed medical, insurance, financial, or other highly sensitive personal information to provide routine transportation or errand services. Please do not provide this information unless it is specifically requested and reasonably necessary for a particular situation.
• In unusual circumstances during transportation—such as an unexpected illness, medical emergency, emergency stop, or other situation involving the passenger's health or safety—CleanCare personnel or emergency responders may need to ask the passenger for certain personal, medical, emergency-contact, or identification information.
• If the passenger is unable to communicate, information that is reasonably available may be provided to or obtained by emergency responders or other appropriate personnel when necessary to assist the passenger and protect their health or safety.
• Whenever possible, CleanCare will limit the information requested, used, or disclosed to what is reasonably necessary for the situation.
7. Ride Requests, Cancellations & "No-Show" Fees
Confirmation Mandate: Requests do not guarantee a booking until CleanCare explicitly confirms logistics and pricing. Clients must report changes promptly. Cancellation Structure: Late cancellations impact driver availability:
24+ Hours Notice: Free ($0).
Under 24 Hours Notice: $25 fee.
Under 8 Hours Notice: $50 short-notice fee.
No-Show: 100% of the quoted fare. Requests and Confirmation
Submitting a website form, sending a text or email, leaving a voicemail, or otherwise requesting transportation does not by itself create a confirmed reservation.
8. Pricing, Private Pay Standard, & Driver Gratuity Policy
Pricing Variables: Rates depend on base fees, mileage, wait times, and stops.
The applicable price will be communicated before the reservation is confirmed whenever reasonably practicable.
Private Pay Direct: CleanCare operates exclusively as a private-pay service. Accepted payment methods for our baseline trip and errand quotes include credit cards, debit cards, and company/personal checks. We do not bill health insurance or Medicaid brokers directly.
Driver Cash Tips Policy: While standard trip fees are processed securely through our central office, driver cash tips are welcome if you wish to show appreciation for exceptional door-to-door companion care. To maintain clean accounting and prevent processing delays, all driver gratuities must be paid strictly in cash directly to the driver at the time of service. CleanCare does not accept, calculate, or process driver tips via credit cards, debit cards, or personal checks.
9. Complimentary Quick Stop
• When scheduling a ride, customers may request one complimentary quick stop of approximately 10–15 minutes at a pharmacy, grocery store, or similar location along or reasonably near the planned route, subject to scheduling and availability.
• This benefit is intended for brief needs, such as picking up a prescription or a few essential items.
• Extended waiting, additional stops, substantial route changes, or full shopping trips may result in an additional charge. Customers should request the stop in advance whenever possible.
10. Errands, Pickups & Deliveries
• Customers requesting an errand, pickup, or delivery are responsible for providing accurate instructions and ensuring that CleanCare is authorized to obtain or deliver the requested items.
• Some prescriptions, controlled items, age-restricted products, medical supplies, or other goods may require identification, authorization, signatures, or direct participation by the customer and may not be eligible for CleanCare pickup or delivery.
• CleanCare reserves the right to decline an errand or delivery that cannot reasonably or lawfully be completed.
11. Reviews, Feedback & Privacy
• CleanCare welcomes honest customer feedback, whether positive or negative.
• Customers are encouraged to contact CleanCare directly regarding service concerns so that we have an opportunity to understand and address them promptly.
• Nothing in these Service Rules is intended to prohibit or restrict a customer from providing an honest review or opinion about CleanCare or its services, including through social media or another lawful forum.
• We nevertheless encourage customers to protect their own privacy and the privacy of others by avoiding unnecessary disclosure of private medical information, real-time trip locations, private personal information, or other confidential information when communicating publicly or using online services.
• CleanCare may update these Service Rules & Policies as our services, operations, or applicable requirements change.
• The current version will be published on our website with the date of the most recent update.
12.Our Service Setup
• CleanCare Transport and Errands is an online, remote transportation and concierge service registered company. We proudly serve the cities, towns, and communities across the Western Massachusetts region.
• To keep our services as efficient, affordable, and safe as possible, we do not operate out of a traditional office open to the public. Because we drive directly to your location, requiring you to visit an office to book a ride or manage an errand is not practical and creates an unnecessary inconvenience for both our beloved customers and our dedicated drivers.
• Therefore, we do not accept walk-ins or in-person office visits. All business operations, client communications, customer inquiries, and trip bookings are handled exclusively through our official channels:
Our Website: cleancaretransport.com
Our Family Phone & Text Line: (413) 312-3660
Our Dedicated Customer Email: cleancaretransport@gmail.com
Our Business Fax: (413) 288-7149
By submitting a booking request on our website, over the phone or by fax, you acknowledge that all coordination and scheduling will be safely managed through these digital and voice methods.
13.Changes to These Policies
• CleanCare may update these Service Rules & Policies as our services, operations, or applicable requirements change.
• The current version will be published on our website with the date of the most recent update.
Questions?
CleanCare Transport & Errands LLC
Springfield, Massachusetts
Call or Text: (413) 312-3660
www.CleanCareTransport.com