Terms of Service

Please read these terms carefully before using our transportation services or website.

Last updated: February 2026

1. Acceptance of Terms

By accessing our website or using the transportation services provided by Acosta Transportation ("Company," "we," "us," or "our"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services or website.

2. Services Description

Acosta Transportation provides non-emergency medical transportation (NEMT) services in Worcester, MA and Central Massachusetts. Our services include:

  • Non-emergency medical transportation to and from healthcare appointments
  • Wheelchair-accessible transportation
  • Dialysis transportation
  • School transportation
  • Airport transportation

All services are subject to availability and scheduling. We reserve the right to modify, suspend, or discontinue any service at any time.

3. Ride Requests and Scheduling

  • Ride requests submitted through our website, phone, or WhatsApp are subject to confirmation and availability.
  • We recommend scheduling rides at least 24 hours in advance for non-urgent appointments.
  • You are responsible for providing accurate pickup and drop-off addresses, appointment times, and any special accommodation needs.
  • We will make every reasonable effort to arrive on time, but cannot guarantee exact arrival times due to traffic, weather, or other circumstances beyond our control.

4. Cancellation Policy

We request that you provide at least 2 hours' notice for ride cancellations. Repeated no-shows or last-minute cancellations may affect future scheduling priority. For Medicaid/MassHealth-covered rides, cancellation policies may be governed by the applicable insurance program guidelines.

5. Passenger Responsibilities

As a passenger, you agree to:

  • Be ready at the designated pickup location at the scheduled time
  • Treat our drivers and vehicles with respect
  • Wear seatbelts at all times during transportation
  • Inform us of any special needs, medical equipment, or mobility assistance requirements at the time of booking
  • Not engage in any behavior that endangers the safety of the driver or other passengers
  • Not consume food, beverages, or tobacco products in the vehicle without prior permission

6. Payment and Insurance

Payment terms vary depending on the type of service. For Medicaid/MassHealth-covered transportation, billing is handled directly through the applicable insurance program. For private-pay services, payment terms will be communicated at the time of booking. We reserve the right to refuse service for non-payment of outstanding balances.

7. Liability Limitations

While we strive to provide safe and reliable transportation:

  • We are not liable for delays caused by traffic, weather, road conditions, or other circumstances beyond our control.
  • We are not responsible for missed medical appointments due to factors outside our control.
  • Our liability for personal property left in vehicles is limited. Please ensure you have all belongings when exiting the vehicle.
  • We maintain appropriate insurance coverage as required by Massachusetts state law and regulations.

8. Website Use

When using our website, you agree not to:

  • Submit false or misleading information through any forms
  • Attempt to gain unauthorized access to any part of the website or its systems
  • Use the website for any unlawful purpose
  • Reproduce, distribute, or modify any content without our written permission

9. Intellectual Property

All content on this website, including text, graphics, logos, images, and software, is the property of Acosta Transportation and is protected by applicable intellectual property laws. You may not use, reproduce, or distribute any content without our prior written consent.

10. Indemnification

You agree to indemnify and hold harmless Acosta Transportation, its officers, employees, and agents from any claims, damages, losses, or expenses arising from your use of our services or website, or your violation of these Terms of Service.

11. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the Commonwealth of Massachusetts. Any disputes arising from these terms shall be resolved in the courts of Worcester County, Massachusetts.

12. Changes to Terms

We reserve the right to modify these Terms of Service at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of our services or website after changes are posted constitutes acceptance of the modified terms.

13. Contact Us

If you have any questions about these Terms of Service, please contact us:

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