Terms & conditions

1. Services we provide

JAX NEMT provides non-emergency medical transportation (NEMT) in Jacksonville, Florida and surrounding areas of Northeast Florida. We provide ambulatory, wheelchair, bariatric and day-trip transportation, plus stretcher transport based on availability. We are not an ambulance service and do not provide emergency medical care. If you are experiencing a medical emergency, call 911.

2. Booking a trip

Trips are scheduled by phone or text at 904-515-2045 during normal business hours (Mon–Fri, 8:00 am – 5:30 pm). Booking at least one day in advance is strongly recommended. Same-day trips are accommodated when a vehicle and driver are available. All bookings are confirmed by our dispatch team; a request is not a confirmed trip until dispatch confirms it.

You are responsible for providing accurate pickup and drop-off addresses, appointment times, mobility needs and any equipment requirements. Inaccurate information may result in delays, a change in vehicle type, or additional charges.

3. Pricing and payment

One-way ambulatory and wheelchair trips start at $50 plus $2.50 per mile. Trips over 30 miles one way, stretcher transport and stretcher mileage are quoted individually. Quotes provided before a trip are estimates based on the information given at the time of booking; final pricing may change if the route, wait time, mobility needs or vehicle type change. Prices are subject to change based on fuel prices.

Recurring riders, including dialysis and cancer patients travelling two or more times per week and riders with a standing weekly trip, may qualify for discounted rates. We will beat most comparable written quotes from surrounding-area companies by 5%. Payment is due at the time of service unless other arrangements have been made in writing with our office.

4. Cancellations and no-shows

Please cancel at least one day in advance to avoid a fee. Same-day cancellations are $30. No-shows are $30 and are charged when no one is available at the pickup location. Trips before 7:30 am or after 6:00 pm are considered after hours and carry a $30 fee, subject to availability.

5. Rider responsibilities and conduct

Riders must be ready at the scheduled pickup time and must follow reasonable driver instructions regarding safety, seating, securement and equipment. Seat belts and wheelchair securement systems must be used at all times. We may refuse or end service for behavior that is unsafe, threatening or abusive toward drivers or other passengers, or for riders who are under the influence of substances in a manner that creates a safety risk.

One escort or caregiver may ride along at no additional charge on most trips when disclosed at booking. Service animals are welcome.

6. Personal property

Please keep personal belongings with you. JAX NEMT is not responsible for items left in or lost from our vehicles. If an item is found, we will make a reasonable effort to contact you and hold the item for pickup.

7. Delays and circumstances beyond our control

We make every effort to arrive on time, but traffic, weather, road closures, vehicle breakdowns, facility delays and other circumstances outside our control may affect pickup and arrival times. We are not liable for missed appointments, rescheduling fees or other losses resulting from such delays.

8. Insurance, licensing and third parties

JAX NEMT is licensed and insured for the services we provide. We also work with independent transportation networks and fellow dispatch providers to fulfill additional trips. Those networks are operated by separate companies; we do not own or control them, and their terms and privacy practices apply to any information you submit directly to them.

9. Limitation of liability

To the fullest extent permitted by Florida law, our liability arising from transportation services is limited to the amount paid for the trip in question. We are not liable for indirect, incidental or consequential damages. Nothing in these terms limits liability that cannot be limited by law.

10. Changes to these terms

We may update these terms from time to time. The version posted on this page is the version in effect. Continued use of our services after an update constitutes acceptance of the updated terms.

11. Contact

Questions about these terms? Call or text 904-515-2045 or email jaxnemt@gmail.com. We are based in Jacksonville, Florida.