SAFE. RELIABLE. COMPASSIONATE.

CUSTOMER POLICIES

The following customer-facing terms summarize Bluebird Medical Transport Services Tariff IR-1 and our online booking/payment procedures. The effective Virginia DMV-filed tariff controls if there is any conflict.

1. Reservations & Confirmation

Transportation is provided by advance reservation. A reservation is not accepted until confirmed by Bluebird. Acceptance is subject to authorized service territory, vehicle and driver availability, lawful capacity, disclosed accessibility needs, and the ability to perform the trip safely and lawfully. Pickup and arrival times are estimates and may be affected by traffic, weather, road conditions, prior-trip delays, emergencies, or other circumstances beyond our reasonable control.

2. Fare Estimates & Final Charges

Pre-trip estimates for non-flat-rate trips are estimates based on the information available at booking. The website may offer a current private-pay rate below the applicable maximum rate on file with Virginia DMV. Final charges are calculated from the rate offered for the reservation plus any applicable mileage, waiting time, additional stops, after-hours, toll, parking, entrance, airport, or other authorized trip-specific charges, and will not exceed the applicable charges authorized by the effective tariff. Published flat-rate trips are governed by the applicable flat-rate provisions.

3. Cancellation

At least 2 hours before pickup: $0.00 cancellation charge. Less than 2 hours before pickup: private-pay transportation is subject to the applicable late-cancellation charge under the effective tariff. When a trip is cancelled before passenger pickup, mileage, wheelchair, waiting-time, stop, after-hours, toll, parking, and other trip charges are not added unless otherwise authorized by the effective tariff or applicable program rules.

4. Refunds for Prepaid Reservations

For an approved timely cancellation with a $0.00 cancellation charge, any eligible prepaid transportation amount will be returned to the original payment method, subject to the payment processor's processing time. For late cancellations or no-shows, any refund will be reduced by the lawful charge that applies under the effective tariff. This website refund-processing statement does not change or increase any tariff charge.

5. No-Show

For private-pay transportation, a passenger may be considered a no-show when the vehicle arrives at the confirmed pickup location at the confirmed pickup time, the driver waits at least 15 minutes, and the passenger does not board or cannot be located after reasonable contact attempts. The applicable private-pay no-show charge is governed by the effective tariff. Because passenger transportation did not occur, unrelated trip charges are not added unless otherwise authorized.

6. Waiting Time

The first 15 consecutive minutes of waiting at a scheduled pickup, destination, or passenger-requested stop are included without charge. After the first 15 minutes, waiting time is charged at the published rate and in the increments stated in the effective tariff.

7. Additional Stops

A passenger-requested stop in addition to the scheduled pickup and final destination is subject to the published additional-stop charge. Mileage associated with the stop and applicable waiting time may also be charged under the tariff.

8. After-Hours Charges

Trips with a scheduled pickup from 8:00 PM through 5:59 AM are subject to the published after-hours surcharge of $35.00 per one-way leg. No weekend or holiday surcharge is charged on any date.

9. Tolls, Parking & Other Pass-Through Expenses

Trip-specific tolls, parking charges, entrance fees, airport access charges, and similar authorized expenses are not included in the transportation rate unless stated otherwise. When applicable, only the actual amount incurred may be charged, without markup.

10. Payment

Unless credit, direct billing, or another written billing arrangement has been established, transportation charges are due at or before completion of the trip. Bluebird may accept commonly accepted credit or debit cards, electronic payments, or other payment methods agreed to in advance. No unpublished convenience fee, payment-method fee, or other payment-related fee will be imposed.

11. Returned & Delinquent Payments

A returned or rejected payment may be subject to the published returned-payment charge when the failure is attributable to the payer. For eligible non-Medicaid credit or direct-billing accounts, delinquent-payment and lawful collection provisions may apply as stated in the effective tariff and governing billing agreement.

12. Cleaning & Passenger-Caused Damage

An extraordinary cleaning charge may apply when a passenger's actions or condition require cleaning beyond ordinary routine cleaning before the vehicle can reasonably return to service. Passengers may also be responsible for the actual reasonable repair or replacement cost of vehicle or accessibility equipment damaged by the passenger, excluding normal wear, mechanical failure, or damage not caused by the passenger. No markup is added to documented repair or replacement cost.

13. Wheelchairs, Mobility Devices & Securement

Wheelchairs and mobility devices must be boarded and transported using the vehicle's installed accessibility and securement equipment. When securement is required for safe and lawful operation, the vehicle will not move until the wheelchair or mobility device and occupant are positioned and secured as required. The driver may delay departure to complete safe boarding and securement.

14. Passenger Safety & Conduct

Passengers and companions must follow lawful driver safety instructions and may not interfere with safe vehicle operation. Service may be refused, delayed, or interrupted for good cause, including a material and direct safety risk; violent, threatening, abusive, unlawful, or materially disruptive conduct; impairment that prevents safe transportation; inability to use required safety or accessibility equipment safely; service outside authorized territory or lawful capacity; or transportation that would otherwise be unsafe or unlawful.

15. Personal Belongings

Reasonable personal baggage, mobility-related items, and other personal property may be transported at no additional charge when safely accommodated. Items may not obstruct aisles, doors, emergency exits, wheelchair securement areas, lift or ramp operation, driver visibility, or safe vehicle operation. Items remain in the passenger's custody or control unless otherwise required by law.

16. Smoking, Vaping, Alcohol, Drugs & Medical Equipment

Smoking, vaping, open flames, illegal drugs, and hazardous materials that cannot lawfully and safely be carried are prohibited. Alcohol and open alcoholic beverage containers are subject to applicable law. Lawfully possessed medications, portable medical oxygen, and medically necessary equipment may be transported when permitted by law and when they can be safely positioned and secured.

17. Delays, Weather & Service Interruption

Exact arrival or departure times are not guaranteed. Traffic, weather, snow or ice, road closures, accidents, mechanical breakdowns, governmental or law-enforcement action, public emergencies, acts of nature, and other circumstances beyond our reasonable control may cause delay, rerouting, interruption, or cancellation. When continued operation would be unsafe or unlawful, Bluebird may delay departure, use a lawful alternate route, interrupt the trip, return to a safe location, or discontinue transportation.

18. Nondiscrimination

Transportation is offered to the general public without unlawful discrimination. Service will not be refused without good cause, and reservation, boarding, safety, accessibility, and service rules will be administered consistently in accordance with applicable federal law, Virginia law, and Virginia DMV requirements.

19. Medicaid / Government Program Trips

For covered and authorized Medicaid transportation, rates, billing, cancellation, no-show, and additional-charge rules are governed by applicable Virginia Medicaid, DMAS, managed-care, and authorized transportation-broker requirements. Private-pay charges will not be imposed directly on a Medicaid member for a covered trip unless expressly permitted by applicable law and the governing program or contract.

20. Published Tariff & Operating Authority

Bluebird will charge no more for transportation or related services than the rates, fares, and charges in the tariff on file and in effect with Virginia DMV. Service is limited to the service areas and vehicle-capacity restrictions stated in Bluebird's Virginia DMV operating authority. The effective tariff remains controlling over this website summary.

Important: This website is a customer-friendly summary and does not replace the effective Virginia DMV-filed Tariff IR-1. Provisions required by applicable law remain in effect even if not separately highlighted on this page.