Privacy Policy

Emerald Care Rides LLC (“Emerald Care Rides,” “we,” “us,” “our”) provides non-emergency medical transportation in Tallahassee and in Leon, Gadsden, Wakulla and Jefferson counties, Florida. This policy explains what information we collect through our website, www.emeraldcarerides.com, and in the course of quoting, scheduling and providing rides, and what we do with it.

The short version: we collect only what we need to quote, schedule and provide safe rides. We do not sell your information, and we do not share it for anyone else’s marketing.

1. Information you give us

By phone. When you call us to ask about a ride, we collect the details needed for the trip: the rider’s name and contact information, the pickup and drop-off addresses, appointment dates and times, and the kind of help the rider needs, for example a wheelchair-accessible ride or a driver who stays until a family member arrives.

Through the online booking form. Our “Book a Ride” button opens a reservation form that asks for similar details. The form is run by Duet, our ride-management platform, which is operated by Dashboard Story, Inc., so the information you enter is processed and stored by that company on our behalf. Its privacy policy is at duetinc.com/legal.

When a hospital or facility books for you. Hospitals, nursing facilities and day programs sometimes book rides for their patients and residents. When they do, they give us the same kinds of information about the rider listed above. For a hospital discharge this may include the rider’s room number, date of birth and the hospital’s record number, along with a ride voucher that we keep with our billing records.

When someone else books for you. Family members and caregivers often book rides on a rider’s behalf. They give us the same kinds of information, and we may confirm trip details with them.

About companions. If a family member or caregiver rides along, we may collect their name and phone number so we can plan the trip and reach them on the day.

When you pay. We record what was paid, when, and how (see Section 8).

2. Information collected automatically

Website analytics. We use Google Analytics to understand how our website is used: which parts of the page are viewed, how visitors found the site, and the general area (about city level) and type of device involved. We see this information in aggregate and do not use it to identify individual visitors. Section 9 explains the cookies involved and how to opt out.

Server logs. Like nearly every website, our hosting provider (Cloudflare) automatically keeps standard server logs, such as your device’s IP address, browser type and the pages requested. They are used for security and to keep the site running.

During your ride. Our ride-management software, Duet, records the times and locations of pickups and drop-offs from the driver’s phone while a trip is under way. That is how we can send you a live-tracking link and keep accurate trip records. Our vehicles also carry a GPS tracker that records where the vehicle is. Neither one tracks your own phone.

3. How we use your information

We use your information to:

• Give you a quote and schedule your ride;
• Provide the ride safely, including preparing the right equipment and securement;
• Confirm, update or follow up about your trips by phone, text or email;
• Coordinate with the hospital, facility, program or family member involved in your trip;
• Process payment and invoice facilities;
• Answer your questions;
• Keep required business records and comply with the law.

We do not use your information for advertising, and we do not send marketing messages.

4. A note about health information

The nature of our work means trip details often reveal health-related information: that a rider uses a wheelchair, is traveling to dialysis or chemotherapy, or is going home from a hospital. We treat all of it as confidential. We collect only what is needed to provide safe transportation, share it only with the people and companies listed in Section 7, and handle it with discretion.

5. Text messages

We use text messages to coordinate rides: confirmations, reminders, live-tracking links and day-of updates such as “your driver is on the way.”

When you book or confirm a ride by phone and give verbal consent, you agree to receive these service messages from Emerald Care Rides.

• Message frequency varies with your trips.
• Message and data rates may apply.
• Reply STOP at any time to opt out of text messages. Reply HELP for assistance, or call us at 309-657-3310.
• Consent to receive text messages is not a condition of purchasing any service.
• Carriers are not liable for delayed or undelivered messages.

6. Mobile information

We do not sell, rent or share personal information with third parties or affiliates for their marketing or promotional purposes.

Text messaging originator opt-in data and consent will not be shared with any third parties, excluding aggregators and providers of the Text Message services. Mobile information will not be sold, rented or shared with third parties or affiliates for marketing or promotional purposes.

7. Who we share information with

We share information only as needed to run the business:

• Service providers. Companies that perform services for us: Duet (the online booking form, ride scheduling, driver app, tracking links and reminders, operated by Dashboard Story, Inc.), Google (website analytics and email), Cloudflare (website hosting), the payment services described in Section 8, and our phone and text-messaging service. They receive only what they need to do their jobs.
• People involved in your trip. For example, confirming pickup timing with the hospital, nursing facility, dialysis clinic or day program at either end of your ride, or with the family member or caregiver who booked for you.
• Whoever is paying for the ride. When a hospital or facility pays for a ride, our invoice shows the rider’s name, the date and the trip.
• Legal reasons. If a law, regulation, court order or government authority requires it, or to protect safety and enforce our rights.
• Business transfer. If the business is ever sold or merged, rider records would transfer with it under the same protections.

We do not sell your personal information, and we do not share it with anyone for their own marketing.

8. Payments

We accept payment through Zelle, Cash App and Venmo. Each payment is handled by the service you choose, under that service’s own privacy policy. We see the name on the payment, the amount and the date. We do not see your bank account or card number.

9. Cookies

Our website uses a small number of cookies, all connected to Google services:

• Analytics. Google Analytics (loaded through Google Tag Manager) sets cookies that recognize your device across visits. That is how it can tell a returning visitor from a new one. You can opt out at tools.google.com/dlpage/gaoptout, and most browsers also let you block or clear cookies in their settings.
• Advertising measurement. If we advertise on Google, Google’s ad tools set cookies that measure whether those ads lead to visits, calls and bookings. You can manage ad personalization at adssettings.google.com.

The booking form runs on Duet’s own pages and may set its own cookies there. If you prefer not to use it, you can always call us instead.

That is the full list. No other tracking runs on our site.

10. How long we keep information

We keep trip and billing records for as long as we need them to serve you and to meet legal, insurance and tax requirements. After that we destroy them, by shredding paper records and erasing electronic ones.

11. Your choices and rights

You can ask us at any time to:

• See the personal information we have about you;
• Correct information that is wrong;
• Delete information we no longer need to keep for legal, insurance or safety reasons.

To make a request, call 309-657-3310 or email emeraldcarerides@gmail.com. We will verify it is really you, respond as quickly as we can, and never treat you differently for asking.

California residents. California law gives you the right to ask what personal information we have collected about you, to request a copy of it, to ask us to correct or delete it, and not to be treated differently for exercising any of these rights. As described in Section 6, we do not sell personal information, and we do not share it with third parties for their own marketing.

12. “Do Not Track”

Some browsers can send a “Do Not Track” signal to websites. Because our site does not track visitors across other websites in the first place, it does not respond to these signals.

13. Children’s privacy

Our website is not directed at children, and we do not knowingly collect personal information online from children under 13. When a minor needs a ride, a parent, guardian or the facility or program responsible for them books it and provides the information.

14. Security

We use reasonable safeguards to protect your information: secure, reputable providers for our website, booking form, ride software and payments, and access limited to the people who need it to do their jobs. No method of storage or transmission is 100% secure, but we work to protect what you share with us. If a security breach ever affects your personal information, we will notify you as the law requires.

15. Links to other websites

Our site contains a small number of links to other companies’ websites and services, such as the booking form. Their privacy practices are governed by their own policies, not this one.

16. Changes to this policy

If we change this policy, we will post the updated version on this page with a new effective date.

17. Contact us

Emerald Care Rides LLC
Tallahassee, Florida
Phone: 309-657-3310
Customer service: 850-980-0210
Email: emeraldcarerides@gmail.com