Upward Transport LLC ("Upward Transport," "we," "us," or "our") provides non-emergency medical transportation (NEMT) services. We respect your privacy and are committed to protecting the personal and health-related information you share with us. This Privacy Policy explains what information we collect, how we use it, and the choices you have.
1. Information We Collect
Information you provide to us. When you request a ride, contact us, or use our website, we may collect:
- Your name, phone number, and email address
- Home and pickup addresses, appointment destination, and appointment time
- Date of birth and insurance or Medicaid ID
- Mobility needs, such as wheelchair or stretcher requirements
- Emergency contact details and any notes you share about your trip
Information from third parties. If your ride is arranged by a healthcare provider, facility, insurance plan, Medicaid program, or transportation broker, we receive the trip and member information they send us to complete your ride.
Information collected automatically. When you visit our website, we may collect basic technical data such as your IP address, browser type, device type, pages visited, and the time of your visit, through cookies or similar tools.
2. How We Use Your Information
We use your information to:
- Schedule, dispatch, and complete your transportation
- Confirm, remind you of, or update your trips
- Meet your mobility and safety needs
- Bill insurance, Medicaid, brokers, or other payers
- Respond to your questions and requests
- Maintain records required by law or by our contracts
- Improve our services and website
- Protect the safety of our passengers, drivers, and the public
3. Protected Health Information (HIPAA)
Some information we handle, such as your medical appointment details, mobility needs, and insurance or Medicaid information, may be considered Protected Health Information (PHI). Where the Health Insurance Portability and Accountability Act (HIPAA) applies, we handle PHI in accordance with HIPAA requirements and our agreements with healthcare partners. We use and share PHI only as needed to provide transportation, obtain payment, and carry out our operations, or as otherwise permitted or required by law.
4. How We Share Your Information
We do not sell your personal information. We share information only as needed, including with:
- Healthcare providers and facilities involved in your care
- Insurance plans, Medicaid programs, and transportation brokers that arrange or pay for your ride
- Service providers who help us operate (such as scheduling, dispatch, GPS, billing, or IT providers), who must protect your information
- Emergency services, if there is a safety concern during a trip
- Government agencies or courts when required by law
5. Text Messages and Calls
If you give us your phone number, you agree that we may call or text you about your rides, such as confirmations, pickup updates, and reminders. Message and data rates may apply. You can reply STOP to opt out of text messages at any time, though this may affect our ability to update you about your trips. We do not share your mobile number or text-messaging consent with third parties for marketing purposes.
6. Cookies and Website Analytics
Our website may use cookies and analytics tools (such as Google Analytics) to understand how visitors use our site. You can set your browser to refuse cookies, though some parts of the site may not work as intended.
7. How We Protect Your Information
We use reasonable administrative, technical, and physical safeguards to protect your information, including limiting access to authorized staff, using secure systems, and training our team on privacy. No method of transmission or storage is completely secure, but we work to protect your information and will notify you of a breach as required by law.
8. How Long We Keep Your Information
We keep your information for as long as needed to provide our services, meet contractual obligations, and comply with legal, billing, and recordkeeping requirements.
9. Your Rights and Choices
Depending on the law that applies, you may have the right to:
- Request access to your information or a copy of your records
- Ask us to correct inaccurate information
- Opt out of text messages or marketing communications
- Where HIPAA applies, request a restriction on certain uses or an accounting of certain disclosures
To make a request, contact us using the details below. We may need to verify your identity before responding.
10. Children's Privacy
Our website is not intended for children under 13, and we do not knowingly collect information from children online. Transportation for minors is arranged by a parent, guardian, or authorized healthcare or program representative.
11. Third-Party Links
Our website may link to other websites. We are not responsible for the privacy practices of those sites and encourage you to review their policies.
12. Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with a new effective date.
13. Contact Us
If you have questions about this Privacy Policy or how we handle your information, please contact us:
Upward Transport LLC
8401 Mayland Dr, Ste A,
Richmond VA 23294
Phone: (434) 810-9190
Email: Info@upwardtransportllc.com
