• Ambulatory transportation
• Wheelchair transportation
• Non-emergency medical trips
• Care coordination transportation

• Riders must provide accurate personal and trip information.
• Riders must disclose mobility needs (wheelchair, walker, oxygen, etc.) at time of booking.
• Riders must meet safety requirements for transport.

• Trips must be scheduled in advance unless otherwise approved.
• Standing orders must be confirmed and approved.
• All trip details must be accurate at time of booking.

• Cancellations must be made within the required time window established by your payer (Medicaid, MCO, private pay, etc.).
• Late cancellations or no-shows may result in service restrictions or applicable fees (if private pay).

• Trip cancellation
• Rescheduling requirement
• Reporting to the coordinating agency (if applicable)

• Payment is due at time of service unless otherwise agreed.
• Rates are subject to change with notice.
• Additional fees may apply for excessive wait times, after-hours service, or specialty transport needs.

• Billing is processed through the appropriate broker or payer.
• Riders must maintain eligibility for coverage.

• Seatbelts must be worn at all times.
• Riders must behave in a respectful and safe manner.
• No smoking, alcohol, or illegal substances are permitted in vehicles.
• Drivers may terminate a trip if rider behavior creates a safety risk.

• Provide medical treatment
• Administer medications
• Provide emergency medical care

• OMR shall not be liable for delays caused by traffic, weather, road conditions, or circumstances beyond our control.
• OMR is not responsible for missed appointments due to inaccurate information provided by the rider or third party.
• OMR is not liable for personal items left in vehicles.

• Misuse the website
• Attempt unauthorized access
• Submit false information
• Interfere with website functionality

• Virginia state transportation regulations
• Medicaid and Managed Care Organization (MCO) requirements
• Applicable federal and state laws governing NEMT services

• Message frequency varies — typically one to two messages per scheduled trip.
• Message and data rates may apply according to your mobile carrier's plan.
• Reply STOP to any message to opt out at any time; reply START to re-subscribe.
• Reply HELP, or contact us at (434) 833-1616, for help.
• Your mobile information and SMS consent are never shared with or sold to third parties or affiliates for marketing purposes.

• Your OMR Ride account. OMR Ride is available to riders who have a record with us. You sign in with the phone number and date of birth on your record and a PIN you choose. Keep your PIN private: anyone with your phone and your PIN can see your rides. If you think someone else knows your PIN, change it in the app or call us to reset it.
• Cancelling in the app. A ride you cancel in OMR Ride is cancelled with OMR and reported to the organization that arranged it. The cancellation rules in section 4 still apply. Rides can be cancelled in the app only before their pickup time, and some rides cannot be cancelled in the app at all; call us to cancel those.
• Times and maps are estimates. Traffic and other trips can change arrival times, and the driver’s position on the map may lag behind.
• Calling your driver. The call button is for coordinating your ride. Do not use it to harass a driver or for anything unrelated to your rides.
• Ratings, comments and photos must be honest, respectful and lawful. Your profile photo must be a photo of you; the drivers of your trips see it.
• Access. We may turn off app access to protect riders, drivers or our service, for example after misuse.
• Deleting your account. You can delete your OMR Ride account at any time in the app; see our Privacy Policy for what is deleted and what we must keep.
• OMR Drive is for OMR drivers only and is used under OMR’s driver policies. Follow traffic laws when using it in a vehicle, including Virginia’s hands-free driving law.
• Availability. The apps are provided as they are and may sometimes be unavailable. We may require you to update an app to keep using it.