Transportation policies

Clear expectations for a comfortable trip.

These preliminary policies describe the planned service. Final terms will be provided before a reservation is confirmed.

Scheduled, non-emergency transportation

Submitting a request does not create a reservation. Each trip is reviewed for availability, route feasibility, vehicle capacity, and payment arrangements. Call 911 for a medical emergency.

Passenger readiness

Riders should be able to enter and exit the vehicle independently. Drivers do not provide lifting, transfers, medical monitoring, medication assistance, or medical care.

Companions and foldable equipment

A companion may travel when seating is available. Canes and folding walkers may be accepted when safely stored. A folding wheelchair may be considered only when the passenger transfers independently, the chair can be safely stored, and a companion provides all hands-on assistance.

Scheduling and pickup

Planned scheduled-service hours are Monday-Friday, 4:00 a.m.-6:00 p.m. Advance scheduling is strongly recommended, especially for early-morning and rural pickups. Same-day and On-Demand service is available only during selected staffed periods and is not guaranteed.

Before confirming a ride, SMG reviews the driver's current or prior trip location, travel time to the next pickup, rural repositioning time, traffic, vehicle preparation, charging needs, and any scheduled return transportation. A request remains pending until SMG confirms both a driver and a realistic pickup time.

Return transportation may use a confirmed pickup window rather than an exact minute when appointment completion times are uncertain. SMG will not accept a new trip that would reasonably make a driver late for an already-confirmed passenger.

Payment

Private-pay, facility-sponsored, and insurance or Medicaid inquiries may be reviewed. Coverage is not guaranteed, and no trip is confirmed until payment responsibility and pricing are settled.

Cancellation, no-show, and refund policy

Plans can change. Please notify Sovereign Mobility Group as soon as possible so the driver and vehicle can be reassigned. Unless a written contract states otherwise, cancellation charges are based on the confirmed trip fare:

On-Demand requests: If a passenger cancels after SMG accepts the request and the driver has begun traveling toward the pickup, a $10 cancellation charge applies.

If SMG cancels: The passenger owes no cancellation fee and will receive a full refund of any amount already paid for the canceled trip.

Medical emergencies: A cancellation charge may be waived for a verified medical emergency. SMG may request reasonable documentation before approving the waiver.

Recurring transportation: Recurring packages include two late-cancellation allowances per calendar month. After those allowances are used, a late cancellation is charged at 50% of the affected trip fare. Three no-shows within 60 days may require prepayment before future rides are confirmed.

Refunds, when due, are returned to the original payment method. Processing time may vary by financial institution. Contracted facility, employer, insurance, and Medicaid transportation may follow the written terms of the applicable agreement or authorization.

Passenger conduct

Safe, respectful conduct is required from passengers, companions, and drivers. SMG may decline or end service when conduct creates a safety risk, threatens another person, or prevents the driver from operating safely.

Private-pay pricing: $30 base fare including the first 5 miles; $2.50 per additional mile; $10 On-Demand fee; $15 after-hours/weekend fee; $10 approved extra stop; first 15 waiting minutes included then $0.50 per minute. On-Demand and after-hours/weekend fees do not stack. Cancellation and no-show charges are described above.

SMS terms and conditions

Sovereign Mobility Group LLC's initial SMS program is for internal dispatch alerts to its owner, who expressly requested enrollment with his personal mobile number. It covers new transportation requests, callback requests, and dispatch updates. Customer and marketing texts are outside this program's scope.

Message frequency varies with incoming requests and dispatch activity. Message and data rates may apply. Consent to SMS is voluntary and is not a condition of purchasing transportation services.

Reply STOP to opt out at any time. Reply HELP for help, or email kenneth@sovereignmobilitygroup.com. After opting out, alerts will stop; renewed consent is required to resume them.

SMS delivery may be delayed or unavailable. Carriers are not liable for delayed or undelivered messages. A text alert is a notification of a request, not confirmation of a ride. Review the dispatch log and obtain dispatch approval before confirming transportation.

See our Privacy Policy for handling of mobile numbers and messaging consent. The program is being configured and remains subject to carrier approval and activation.

Last updated October 8, 2026.