Clear expectations from the beginning.

Effective October 17, 2026

Nature of service

PointStead Transport LLC provides non-emergency transportation, including wheelchair and stretcher transportation. PointStead is not an ambulance service and does not provide emergency medical care, clinical monitoring, diagnosis, treatment or emergency transportation. If a passenger may be experiencing a medical emergency, call 911 or the appropriate emergency service.

Transportation inquiries and confirmation

Submitting a ride request does not guarantee transportation. A trip is confirmed only after PointStead accepts the request and provides confirmation. Availability depends on scheduling, vehicle and staffing availability, passenger needs, equipment requirements, service area, pickup and destination conditions, safety considerations and other operational factors. PointStead may decline or cancel transportation that cannot be performed safely, legally or appropriately.

Private-pay payment terms

A private-pay trip is NOT confirmed or reserved until PointStead has BOTH approved the request AND received payment in full. An online request, approved quote, unpaid invoice or payment link does not guarantee or reserve service. Card and electronic payments may be processed through Tilled or Stripe where applicable. Facility partners may have separately approved billing arrangements.

Private-pay cancellation and refund policy

These are PointStead's standard private-pay cancellation terms. Cancellations made 48 or more hours before the scheduled pickup have no cancellation fee and receive a 100% refund. Cancellations made from 2 to less than 48 hours before pickup receive a 50% refund. Cancellations made less than 2 hours before pickup or no-shows incur a 100% cancellation fee and are nonrefundable. Medical changes, reasonable exceptions and rescheduling may be considered at PointStead's discretion. Rescheduling 48+ hours beforehand is free; within 48 hours is evaluated case-by-case and applicable cancellation fees may apply. If PointStead cancels a confirmed trip, the customer receives a 100% refund. Approved refunds are returned to the original payment method.

Facility, broker, insurance, Medicaid/MHCP and other contracted or payer-authorized transportation may be governed by the applicable contract, authorization, payer rules or agreed billing arrangement. Review the full Cancellation & Refund Policy.

Wait time

For private-pay trips, the first 15 minutes of wait time are included. Additional wait time may be charged at the applicable rate disclosed during booking or under PointStead's current pricing structure. Extended waiting is subject to driver and vehicle availability and may affect return-trip arrangements.

Passenger readiness and no-shows

Passengers should be ready at the agreed pickup time and provide accurate access and contact information. Before treating a trip as a no-show, PointStead will make reasonable attempts to locate or contact the passenger or responsible party. A no-show may be charged under the private-pay cancellation policy or the applicable contracted or payer arrangement.

Safety and service limitations

PointStead may refuse, pause or discontinue transportation when a reasonable safety, legal, equipment, accessibility, behavioral, environmental or operational concern prevents the trip from being performed appropriately. Decisions are based on the circumstances and requirements of the requested service, not on a person's protected characteristics or disability. Customers should disclose transportation-related mobility, accessibility, equipment and assistance needs needed to assess and safely arrange the trip.

Third-party services

PointStead may use Bambi for booking and dispatch, Tilled or Stripe where applicable for payment processing, and other providers for communications, hosting, analytics and customer management. Their separate terms and privacy practices may apply.

Website use

Website content is general information and is not medical, legal or insurance advice. PointStead owns or licenses the website's text, branding, design and other content. Do not copy or misuse it, attempt unauthorized access, interfere with website operation, submit unlawful, false or harmful content, or use the site in a way that violates another person's rights.

Links to third-party websites are provided for convenience and do not make PointStead responsible for their content or availability. The website is provided on a reasonable-efforts basis and may occasionally be unavailable or contain errors. To the extent permitted by law, PointStead is not liable for indirect or consequential losses arising solely from website use. Nothing in these terms excludes rights or responsibilities that cannot legally be excluded.

Changes and contact

PointStead may update these terms as services, systems or legal requirements change. The effective date above identifies the current version. Questions may be directed to (507) 218-4365 or kyle.mohawk@pointsteadtransport.com.