Effective Date: 1-1-2026

Hero Transit LLC is committed to protecting the privacy and security of the personal and health information of our passengers and website visitors. This policy describes how we collect, use, and safeguard your information.

We may collect the following categories of information:

• Contact Information: Name, phone number, email address, and physical address.
  
• Transportation Details: Pickup/drop-off locations, dates, and times of service.
  
• Health-Related Information: Information regarding mobility needs (e.g., wheelchair or gurney requirements) and, where necessary for transport, types of illness or injury.
  
• Technical Data: IP addresses, browser type, and cookies collected through our website.

We use the information collected to:

• Schedule and provide non-emergency medical transportation services.
• Communicate with health plans, healthcare providers, and emergency contacts regarding transport status.
  
• Improve our website and service efficiency.
• Comply with legal and contractual obligations.
  

In accordance with our partnership protocols and California law:

• Non-Disclosure: We do not disclose information that may lead to decreased access to health coverage or negative impacts on an individual’s legal citizenship status, including deportation, unless required by law.
  
• Third-Party Requests: Any requests from law enforcement, including U.S. Immigration and Customs Enforcement (ICE), for member information are referred to the relevant health plan or partner.
  
• Restricted Data: We do not share names, Social Security numbers, or physical descriptions with unauthorized parties without express written authorization.
  

We implement rigorous security measures, including:

• HIPAA Compliance: Safeguarding all Protected Health Information (PHI).
• Secure Storage: Using encrypted digital systems for all passenger and billing data.

As a California resident, you have the right to:

• Request disclosure of the categories and specific pieces of personal information we have collected.
• Request the deletion of your personal information (subject to certain legal exceptions).
• Opt-out of the sale of personal information (Note: Hero Transit LLC does not sell personal data).

If you have questions about this Privacy Policy or our data practices, please contact us at:

Hero Transit LLC

Mailing: 18032 Lemon Drive Suite C-614 1-855-994-4376

admin@herotransit.com

Effective Date: January 1, 2026

Welcome to the Hero Transit LLC website. By accessing our site or utilizing our non-emergency medical transportation (NEMT) services, you agree to comply with and be bound by the following terms and conditions.

Hero Transit LLC provides professional non-emergency medical transportation, including ambulatory, wheelchair (utilizing BraunAbility® and Q'Straint® systems), and gurney (utilizing Stryker® equipment) transport. We are a subcontractor for healthcare networks and adhere to all provider policies regarding patient care and safety.

• Safety First: All passengers must follow driver instructions regarding the use of seatbelts and securement systems.
  
• No-Show Policy: Cancellations must be made at least [Insert Time, e.g., 2 hours] before the scheduled pickup to avoid a cancellation fee.
• Prohibited Items: Hazardous materials, illegal substances, and weapons are strictly prohibited in all Hero Transit LLC vehicles.

• Member Privacy: We protect all member information, including names, addresses, and medical conditions.
  
• Immigration Status: Our drivers are strictly prohibited from asking passengers about their immigration status.
  
• Information Requests: We do not disclose passenger information to third parties or law enforcement (including ICE) without express written authorization from the health plan, unless otherwise required by law.
  

• Hero Transit LLC is not liable for delays caused by traffic, weather, or mechanical issues, although every effort is made to ensure punctuality.
• We are not responsible for personal items left in the vehicle.
• In the event of an incident involving law enforcement or ICE, our drivers will follow established protocols to minimize delays and ensure passenger safety, but we are not liable for the actions taken by government officials.
  

To ensure the highest level of professionalism and compliance:

• All Hero Transit LLC drivers carry proper documentation to verify their identity and employment authorization at all times.
  
• Drivers are trained in "Know Your Rights" protocols to assist passengers in maintaining their constitutional rights during transport.
  

These terms are governed by the laws of the State of California. Any disputes arising from the use of our services shall be handled in the appropriate courts within the state.

Hero Transit LLC reserves the right to modify these terms at any time. Continued use of our website or services after changes are posted constitutes your acceptance of the new terms.