Terms of Service

By accessing or using FastTrack Transportation LLC's services, you agree to be bound by these Terms of Service ("Terms"). These Terms constitute a legal agreement between you ("Customer," "you," or "your") and FastTrack Transportation LLC ("FastTrack," "we," "us," or "our").

If you do not agree to these Terms, you may not use our services. We reserve the right to modify these Terms at any time. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.

FastTrack Transportation provides Non-Emergency Medical Transportation (NEMT) services in Wisconsin and surrounding areas. Our services include transportation to and from medical appointments, dialysis treatments, physical therapy, and other healthcare-related destinations.

We provide wheelchair-accessible vehicles, trained drivers, and 24/7 availability. Services are available to Medicaid recipients, Medicare beneficiaries, private pay customers, and those covered by NEMT brokers.

Our services are for NON-EMERGENCY transportation only. In case of a medical emergency, always call 911. We are not an ambulance service and do not provide emergency medical care.

Advance Booking: We recommend booking transportation at least 24-48 hours in advance. Same-day requests are accommodated when possible but are not guaranteed.

Booking Methods: You may book through our website, phone at (608) 515-5140 ext. 800, or email at nemt@fasttrack2024.com.

Confirmation: All bookings must be confirmed by FastTrack. You will receive confirmation via phone, email, or text message.

Accuracy: You are responsible for providing accurate pickup/drop-off locations, appointment times, and special needs information.

Recurring Appointments: Recurring transportation can be scheduled for ongoing treatments. Changes to recurring schedules require at least 48 hours notice.

Cancellation Policy: You must cancel at least 2 hours before your scheduled pickup time. Cancellations can be made by phone or email.

Late Cancellations: Cancellations with less than 2 hours notice may result in a cancellation fee for private pay customers.

No-Shows: If you are not available at the scheduled pickup time and location, it will be considered a no-show. Excessive no-shows may result in service restrictions.

Medicaid Customers: No-show policies for Medicaid rides follow broker-specific guidelines. Excessive no-shows may be reported to your Medicaid broker.

Weather/Emergencies: Cancellations due to severe weather or emergencies will not be penalized. We will work with you to reschedule.

Medicaid Coverage: If you qualify for Medicaid transportation benefits, rides may be fully covered. We bill approved NEMT brokers directly (MTM, Ride Health, Living Legacy Care).

Private Pay: For customers not covered by Medicaid or insurance, pricing is based on distance, vehicle type, and special requirements. Quotes are provided before service.

Payment Methods: We accept cash, credit/debit cards, checks, and electronic payments. Payment is typically due at time of service unless other arrangements are made.

Wait Time: We include 15 minutes of wait time at no charge. Additional wait time beyond 15 minutes may incur fees at our standard hourly rate.

Trip Modifications: Changes to destination during a trip may result in additional charges based on new distance and time requirements.

Disputed Charges: Billing disputes must be submitted in writing within 30 days of the service date.

Readiness: Be ready at your pickup location at the scheduled time. Drivers will wait up to 15 minutes before departing.

Identification: Have valid identification and insurance information available when requested.

Mobility Aids: Inform us of wheelchairs, walkers, or other mobility aids when booking. Ensure equipment is in safe, working condition.

Medical Equipment: Portable oxygen tanks and other necessary medical equipment must be mentioned during booking.

Companions: Only one companion is allowed unless pre-arranged. All passengers must comply with vehicle capacity and safety regulations.

Behavior: Maintain respectful, courteous behavior toward drivers and staff. Threatening, abusive, or intoxicated behavior will not be tolerated.

Vehicle Care: Do not damage or soil vehicles. Customers may be charged for excessive cleaning or damage repair.

Insurance Coverage: FastTrack maintains comprehensive commercial auto insurance and general liability coverage as required by Wisconsin law.

Service Limitations: We are not liable for missed medical appointments due to circumstances beyond our control (severe weather, traffic accidents, vehicle breakdowns). We will make reasonable efforts to arrange alternative transportation.

Medical Conditions: We are not responsible for medical emergencies occurring during transport. Drivers are trained in basic first aid but are not medical professionals. In emergencies, we will call 911.

Personal Belongings: We are not responsible for lost, stolen, or damaged personal belongings. Customers should keep valuables secure.

Limitation of Liability: Our liability is limited to direct damages and does not exceed the cost of the transportation service provided.

The following behaviors are strictly prohibited and may result in immediate service termination:

Violence or Threats: Any violent, threatening, or aggressive behavior toward drivers or staff.

Harassment: Sexual harassment, racial discrimination, or abusive language.

Intoxication: Being under the influence of alcohol or illegal drugs.

Illegal Activities: Possessing illegal substances, weapons (except permitted medical equipment), or engaging in illegal activities.

Smoking/Vaping: Smoking or vaping in vehicles is prohibited.

Damage: Intentional damage to vehicles or equipment.

Fraud: Providing false information, identity theft, or insurance fraud.

Violation of these rules may result in permanent service ban and legal action.

We reserve the right to modify, suspend, or discontinue services at any time with or without notice.

Service may be temporarily unavailable due to maintenance, technical issues, severe weather, or circumstances beyond our control.

We will make reasonable efforts to notify customers of significant service disruptions.

Scheduled maintenance will be communicated in advance when possible.

We are committed to providing excellent service. If you have complaints or concerns:

Contact our customer service team at (608) 515-5140 ext. 800 or nemt@fasttrack2024.com.

Provide details including date, time, driver name, and nature of complaint.

We will investigate and respond within 5 business days.

If not satisfied with the resolution, you may request escalation to management.

For Medicaid customers, you may also file complaints with your NEMT broker or the Wisconsin Department of Health Services.

These Terms are governed by the laws of the State of Wisconsin, without regard to conflict of law principles.

Any disputes arising from these Terms or our services shall be resolved in the courts of Dane County, Wisconsin.

You agree to submit to the personal jurisdiction of these courts.

If any provision of these Terms is found unenforceable, the remaining provisions will remain in full effect.

As a healthcare-related service provider, we comply with the Health Insurance Portability and Accountability Act (HIPAA).

We protect the privacy and security of your protected health information (PHI).

Our use and disclosure of your health information is governed by our Privacy Policy and HIPAA regulations.

We maintain appropriate administrative, physical, and technical safeguards to protect your information.

You agree to indemnify and hold harmless FastTrack Transportation, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

Your violation of these Terms

Your violation of any applicable laws or regulations

Your negligence or intentional misconduct

False information provided by you

Claims by third parties related to your use of our services

Our services are provided "as is" and "as available" without warranties of any kind, either express or implied.

We do not guarantee uninterrupted, timely, secure, or error-free service.

We do not warrant that service will meet all your requirements or that defects will be corrected.

We are not responsible for delays caused by traffic, weather, vehicle issues, or other circumstances beyond our reasonable control.

This disclaimer does not affect warranties that cannot be excluded under applicable law.