Terms of Service

INcare LLC dba INcareTrans

500 Polk St, Suite 19, Greenwood, IN 46143 · (317) 528-0018 · transportation@incaretrans.com

Effective date: November 4, 2026

Last updated: October 2026

These terms apply when you use incaretrans.com or book or use any INcareTrans service. "INcareTrans," "we," "us" and "our" mean INcare LLC dba INcareTrans, a veteran-owned company based in Greenwood, Indiana. "You" means the rider, the caregiver or facility booking for a rider, a courier client, or a training applicant. Using our website or our services means you agree to these terms. If you don't agree, please don't use them.

1. Our services

• Rides (non-emergency medical transportation): ambulatory and wheelchair transportation to medical appointments and other approved trips across Indiana.
• Medical Courier: scheduled and same-day delivery of supplies, documents and other items for labs, clinics, pharmacies, home health agencies and similar clients.
• Driver Training Academy: a hands-on driver training program. It is not open for enrollment yet. Joining the interest list does not reserve a seat or create a contract.

Specific courier routes, training enrollment or facility contracts may have their own written agreement. If that agreement conflicts with these terms, the written agreement controls.

2. Not an emergency service

We are not an ambulance service and do not provide medical care during a trip. In a medical emergency, call 911.

3. Booking rides

• A request made online is only a request. It is booked once we confirm it by phone, email or text.
• Please give accurate names, addresses, times, mobility needs and contact details, and tell us about any equipment, attendants or special needs ahead of time.
• Our drivers help riders to and from the vehicle and secure wheelchairs. They do not lift or carry riders or provide personal care. Riders who need more help should travel with a caregiver or attendant.
• Attendants and additional passengers. Each attendant or additional passenger is $20 per trip on private-pay rides, except a minor's escort, who rides free (see below). This charge doesn't apply to rides arranged through a broker, health plan, the VA or another program, which follow that program's rules (see Section 3a).
• Riders under 18. Riders under 18 must ride with an adult escort. The escort rides at no charge; the $20 per-trip charge applies to other attendants or additional passengers on private-pay rides.
• Pick-up times are estimates. Traffic, weather and earlier trips can affect them. Please be ready at your pick-up time.
• Please cancel as early as you can. See Cancellations, waiting and no-shows below.
• Private-pay payment and refunds are covered in 3b. Trips paid by a broker, health plan, the VA, a facility or another payer follow that payer's agreement.

3a. Cancellations, waiting and no-shows

• Cancellations. Please cancel at least 24 hours before your pickup time. Call or email our Greenwood location. There's no charge. If you cancel a private-pay trip less than 24 hours before pickup, we charge 50% of the trip price. If your trip is booked under a facility's written agreement with us, that agreement may allow same-day cancellation, decided case by case.
• Pickup and waiting. Please be ready at your pickup time. We include a 10-minute grace period after the scheduled pickup time or our arrival, whichever is later. After that, waiting time on private-pay trips is billed at the rate stated in your quote, up to a cap stated in your quote. Waiting-time charges are invoiced to you separately. We never charge them automatically.
• No-shows. If you're not at the pickup location after the grace period and we can't reach you or your contact by phone, the trip may be marked a no-show. A no-show on a private-pay trip is charged 50% of the trip price, the same as a late cancellation.
• How these charges are collected. If you booked online with a card, Section 3c explains how anything you've already paid counts toward the charge, what we refund and how you pay any rest. Otherwise we invoice you or email you a secure payment link. We never charge a saved card for a late-cancellation or no-show fee without your OK.
• Delays we don't cause. If a hospital, clinic or facility delays your discharge or appointment, waiting time still applies after the grace period, and we'll tell you before any charge.
• Broker, health plan and VA trips. These fees, and the $20 attendant and additional-passenger charge in Section 3, apply only to private-pay trips. INcareTrans does not bill Medicaid or Medicare directly. Trips arranged through a transportation broker, a health plan, the VA or another program follow that program's rules, and we do not charge riders on those trips cancellation, no-show, wait or additional-passenger fees.

Apart from the $20 attendant and additional-passenger charge in Section 3 (a minor's escort rides free), prices and fee amounts are not published on this website. They are given to you in your quote before you ride.

3b. Private-pay payment and refunds

• How payment works. If you book online, you can pay by card when you book. Section 3c covers the card hold, the deposit option and when we charge. If you book another way, after we confirm availability and your price, we email you a secure payment link from our payment processor, Square. Either way you pay through Square, and we never see or store your full card number.
• Your price. The price you confirm is the price of the trip as booked. It changes only if you change the trip (for example, added stops, a different address or a later return). Waiting-time charges in Section 3a are invoiced separately and are never charged automatically. We tell you about any change before we charge it.
• Refunds when you cancel. Cancel at least 24 hours before pickup: full refund, including any deposit, and any card hold is released. Cancel less than 24 hours before pickup, or a no-show: we keep 50% of the trip price and refund anything you paid above that (see Section 3a and, for online card bookings, 3c).
• If we cancel or can't complete your trip for reasons on our side, you get a full refund for the part of the trip we didn't provide.
• Refund timing. We send refunds to the card you paid with within 5 business days after the cancellation, or after we record a late cancellation or no-show. Your bank may take 5–10 more business days to post it. A released card hold isn't a refund. It simply drops off, and your bank may take a few days to remove it.
• Questions or disputes. Call (317) 528-0018 or email transportation@incaretrans.com, and we'll try to resolve it quickly.

3c. Card payments for online bookings

This section applies to rides you book and pay for online on our Book a ride page, where Square places a hold on your card.

About the card hold

• A hold is not a charge. It reserves the amount on your card while we review your trip.
• If we approve your trip, we charge the final price, and never more than the hold.
• If we can't take your trip, the hold is released and nothing is charged.
• If we haven't approved your trip within about 6 days, the hold ends on its own and nothing is charged.
• After a hold is released, your bank may take a few days to remove it from your account. That timing is set by your bank, not by us.

Cancellations and no-shows

• Please cancel at least 24 hours before your pickup time. Call or email our Greenwood location.
• If you cancel at least 24 hours ahead, you pay nothing. We release any hold and refund any amount we already charged, including the deposit.
• If you cancel less than 24 hours before pickup, or you are not there at pickup (a no-show), we charge 50% of the trip price.
• Anything you have already paid counts toward that 50%. If you paid more than 50%, we refund the rest. If you paid less, we email you a secure link for the rest.
• If your trip is booked under a facility's written agreement with us, that agreement may allow same-day cancellation. We decide those case by case.
• If we cancel or can't take your trip, you pay nothing and we refund anything you've paid.

Reservation deposit

• The deposit is 15% of the estimated trip price. We charge it when we approve your trip.
• It is applied to your trip price. You pay the balance through a secure Square link we email you.
• It is fully refundable if you cancel at least 24 hours before pickup, or if we cancel or can't take your trip.
• If you cancel late or are a no-show, the deposit counts toward the 50% charge. We refund any amount over 50%.
• Refunds go back to the card you paid with. Your bank may take 5–10 business days to post them.

Refunds are issued by INcareTrans through Square to the card you paid with.

4. Rider conduct and safety

For everyone's safety, riders must wear seat belts and follow driver instructions on wheelchair securement. We may refuse or end a trip if anyone is in danger, behaves abusively or violently, or uses illegal substances, or if the trip cannot be done safely. Smoking and vaping are not allowed in our vehicles.

5. Medical Courier terms

• You are responsible for packaging, labeling and describing items correctly and for following any rules that apply to what you ship.
• We do not carry controlled substances, regulated medical waste, Category A infectious substances, organs or tissue, or dry ice shipments. We may refuse any item we believe is unsafe or not allowed.
• Delivery windows are estimates. Proof of pickup or delivery is provided as agreed with you.
• Our liability for lost or damaged items is limited as set out in your courier agreement, or as described in Section 9 if there is no agreement.

6. Driver Training Academy terms

The Academy is not currently enrolling. Program details, schedules, prerequisites, refunds and completion records will be in a separate enrollment agreement when it opens. A completion record shows that you finished INcareTrans training. It is not a government license or certification, and it does not guarantee employment.

7. Text messages (SMS)

Program name: INcareTrans Service Alerts

What it is: INcare LLC dba INcareTrans sends text messages about services you have requested. These include:

• Ride confirmations, pick-up reminders, driver-arrival and dispatch updates (Rides)
• Pickup and delivery confirmations, ETAs and delivery status updates (Medical Courier)
• Interest-list and enrollment updates (Driver Training Academy, once enrollment opens)
• Replies to questions you send us

Job-application texts are not part of this program. See Recruiting texts (Rippling) below.

We do not send marketing or promotional text messages under this program.

How you opt in: You opt in by checking the SMS consent box on one of our website forms, by asking us to text you when you book, or by texting us first. Checking the box is optional.

Consent is not a condition of purchase. You do not have to agree to texts to book a ride, request a delivery, join the Academy interest list or use any of our services. We can reach you by phone or email instead.

Message frequency varies depending on how many trips or deliveries you schedule.

Msg & data rates may apply. Your carrier's plan rates apply. INcareTrans does not charge for texts.

To opt out, reply STOP to any message. We will send one message confirming that you've opted out, and then we stop texting you. Reply START to opt back in. Opting out does not cancel your trips or deliveries. You can also opt out by replying QUIT, END, CANCEL, UNSUBSCRIBE or REVOKE, or by telling us any other reasonable way, such as calling (317) 528-0018 or emailing transportation@incaretrans.com. We honor opt-outs within 10 business days, and usually much sooner.

For help, reply HELP, call (317) 528-0018 or email transportation@incaretrans.com.

Carriers are not liable for delayed or undelivered messages.

Privacy: No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. SMS opt-in data and consent will not be shared with any third parties. Your number is shared only with the service providers that deliver our texts, and they may use it only for that purpose.

Eligibility: You must be 18 or older and the account holder of the mobile number, or have the account holder's permission.

Recruiting texts (Rippling)

If you apply to work with INcareTrans, you may also get text messages about your job application, such as interview scheduling and application status. These come from a separate recruiting text program that we run through our recruiting software, Rippling. They are not part of INcareTrans Service Alerts, and the Service Alerts terms above don't cover them.

• How you opt in: by agreeing to texts when you apply. Agreeing is optional and is not a condition of being considered for a job.
• Message frequency varies with your application. Msg & data rates may apply.
• To opt out, reply STOP to a recruiting text. For help, reply HELP, call (317) 528-0018 or email transportation@incaretrans.com.
• STOP and HELP work separately for each program: opting out of recruiting texts doesn't opt you out of Service Alerts, and opting out of Service Alerts doesn't opt you out of recruiting texts.
• We don't share your mobile number or text consent with third parties for marketing. Rippling and its text-delivery providers use it only to send these messages.

8. Website use

Please don't misuse the site. Don't submit false information, try to break in, or copy our content, logos or images without permission. Site content is for general information and may change. Submitting a form doesn't create a contract until we confirm.

9. Limitation of liability

To the fullest extent allowed by law, INcareTrans is not liable for indirect, incidental, special or consequential damages, or for delays caused by traffic, weather, road conditions, vehicle breakdowns or other events outside our reasonable control. Nothing in these terms limits liability that can't be limited under Indiana law.

10. Indemnity

You agree to cover reasonable losses we suffer because you gave false information, shipped items that weren't allowed, or broke these terms.

11. Governing law and disputes

These terms are governed by the laws of the State of Indiana. Any dispute will be heard in the state or federal courts serving Johnson County, Indiana.

12. Changes

We may update these terms. When we do, we'll post the new version here with a new "Last updated" date. If you keep using our services after that, you accept the update. Changes apply to bookings made after the new version is posted. A trip you already confirmed stays under the terms in effect when you confirmed it.

13. Contact

INcare LLC dba INcareTrans · 500 Polk St, Suite 19, Greenwood, IN 46143 · (317) 528-0018 · transportation@incaretrans.com