TERMS AND CONDITIONS
Last updated: March 2026
1. ACCEPTANCE OF TERMS
By accessing or using this website (omrva.com), booking transportation services, or communicating with Optimum Medical Response ("OMR," "we," "us," or "our"), you agree to be bound by these Terms and Conditions.
If you do not agree, please do not use our website or services.
2. SERVICES PROVIDED
Optimum Medical Response is a Non-Emergency Medical Transportation (NEMT) provider operating in the Commonwealth of Virginia.
We provide scheduled transportation services including:
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Ambulatory transportation
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Wheelchair transportation
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Non-emergency medical trips
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Care coordination transportation
OMR does not provide emergency medical services. In case of emergency, dial 911 immediately.
3. ELIGIBILITY FOR SERVICES
To use our services:
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Riders must provide accurate personal and trip information.
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Riders must disclose mobility needs (wheelchair, walker, oxygen, etc.) at time of booking.
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Riders must meet safety requirements for transport.
We reserve the right to refuse service if safety conditions are not met.
4. SCHEDULING & CANCELLATIONS
Scheduling
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Trips must be scheduled in advance unless otherwise approved.
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Standing orders must be confirmed and approved.
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All trip details must be accurate at time of booking.
Cancellations
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Cancellations must be made within the required time window established by your payer (Medicaid, MCO, private pay, etc.).
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Late cancellations or no-shows may result in service restrictions or applicable fees (if private pay).
5. WAIT TIME POLICY
Drivers may wait a reasonable amount of time past the scheduled pickup time. Excessive delays may result in:
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Trip cancellation
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Rescheduling requirement
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Reporting to the coordinating agency (if applicable)
6. PAYMENT TERMS (IF APPLICABLE)
For Private Pay Clients
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Payment is due at time of service unless otherwise agreed.
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Rates are subject to change with notice.
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Additional fees may apply for excessive wait times, after-hours service, or specialty transport needs.
For Medicaid/MCO Trips
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Billing is processed through the appropriate broker or payer.
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Riders must maintain eligibility for coverage.
7. RIDER CONDUCT & SAFETY
To ensure safety for all parties:
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Seatbelts must be worn at all times.
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Riders must behave in a respectful and safe manner.
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No smoking, alcohol, or illegal substances are permitted in vehicles.
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Drivers may terminate a trip if rider behavior creates a safety risk.
OMR reserves the right to refuse future services due to repeated policy violations.
8. MEDICAL DISCLAIMER
OMR provides transportation only. Our drivers are not medical professionals unless otherwise specified.
We do not:
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Provide medical treatment
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Administer medications
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Provide emergency medical care
In case of medical emergency during transport, emergency services may be contacted.
9. LIMITATION OF LIABILITY
To the fullest extent permitted by law:
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OMR shall not be liable for delays caused by traffic, weather, road conditions, or circumstances beyond our control.
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OMR is not responsible for missed appointments due to inaccurate information provided by the rider or third party.
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OMR is not liable for personal items left in vehicles.
10. WEBSITE USE
Users agree not to:
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Misuse the website
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Attempt unauthorized access
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Submit false information
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Interfere with website functionality
All content on this website is the property of Optimum Medical Response and may not be copied or reproduced without written permission.
11. PRIVACY
We are committed to protecting personal information in accordance with applicable federal and state laws, including HIPAA where applicable.
12. COMPLIANCE WITH LAWS
OMR operates in accordance with:
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Virginia state transportation regulations
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Medicaid and Managed Care Organization (MCO) requirements
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Applicable federal and state laws governing NEMT services
13. MODIFICATIONS TO TERMS
We reserve the right to modify these Terms and Conditions at any time. Updates will be posted on this page with a revised effective date.
CONTACT US
If you have any questions about these Terms and Conditions, you may contact us at: