In plain language: Provide accurate trip and mobility information, use the service safely and lawfully, and contact us promptly when plans change. Nexus coordinates transportation; availability and arrival times can be affected by traffic, weather, clinical discharge timing, and other circumstances.
1. Who may use the services
You must be legally capable of entering an agreement or use the services through a parent, guardian, caregiver, facility, health plan, broker, or other authorized representative. A person booking for someone else represents that they are authorized to provide the rider's information and request transportation.
2. Transportation services
Nexus coordinates scheduled transportation that may include ambulatory, wheelchair, stretcher, bariatric, shuttle, recurring-treatment, and other approved service levels. The service level provided depends on availability, the information supplied, payer authorization, applicable requirements, and operational or clinical review.
Except when a separately identified and appropriately licensed service is dispatched, Nexus transportation is not emergency response, medical diagnosis, treatment, or continuous clinical monitoring. Never use an online booking tool for an emergency.
3. Booking responsibilities
- Provide accurate rider, pickup, destination, appointment, contact, mobility, equipment, assistance, and payer information.
- Tell Nexus about stairs, accessibility barriers, weight or equipment requirements, infection-control precautions, behavioral or safety concerns, and any escort requirement relevant to safe transportation.
- Ensure the rider is ready at the confirmed pickup time and that an authorized receiving person is available when required.
- Update or cancel requests promptly. Cancellation, wait-time, no-show, and payer rules may apply.
4. Quotes, payment and benefits
Price estimates are based on information available when quoted and may change if mileage, wait time, tolls, service level, required personnel, equipment, or trip conditions change. Coverage or authorization by a health plan, government program, broker, facility, or other payer is not guaranteed. The responsible party remains responsible for charges not covered or authorized, to the extent permitted by law and contract.
5. Accounts and authorized portals
Keep credentials confidential, use only the access assigned to you, and notify Nexus of suspected unauthorized access. Facility, driver, dispatcher, billing, and administrative portals may only be used for authorized business purposes. Users may not scrape data, probe security, disrupt service, impersonate another person, or access records without a legitimate need.
6. Safety and rider conduct
Riders and companions must follow reasonable safety directions, use required restraints, and avoid threatening, discriminatory, unlawful, or dangerous conduct. Service may be delayed, modified, or refused when reasonably necessary to protect a rider, worker, provider, or the public, subject to disability-access and other applicable laws.
7. Service animals, mobility devices and companions
Nexus supports lawful access for service animals and riders with disabilities. Riders should provide advance information about mobility devices, dimensions, securement needs, stairs, transfers, escorts, or other assistance so an appropriate vehicle and crew can be considered. Contact Customer Service for an accommodation or alternative format.
8. Service availability
Requested or estimated pickup and arrival times are not guarantees. Nexus is not responsible for delays or interruptions outside its reasonable control, including traffic, severe weather, road closures, facility delays, vehicle incidents, network failures, emergencies, labor interruptions, or government actions.
9. Third-party services
Some trips, payments, maps, communications, or benefits may involve independent transportation providers or technology and payment vendors. Their services may be governed by additional terms. Nexus remains responsible for its own obligations but does not control every third party's independent acts.
10. Disclaimers and limits
To the extent permitted by law, digital services are provided on an “as available” basis. Nothing in these Terms limits rights or remedies that cannot legally be waived. Any limitation of liability, indemnification, arbitration, class-action waiver, or governing-law provision applicable to a particular contracted service will be stated in the controlling rider, facility, payer, provider, or other written agreement.
11. Changes and termination
Nexus may update these Terms to reflect service, legal, or operational changes. The date above identifies the latest version. Material changes will be communicated as required by law. Access may be suspended or terminated for misuse, fraud, safety threats, nonpayment, or legal or contractual requirements.
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No sale of PHINexus does not sell Protected Health Information.
No health-based advertisingNexus does not use health-related trip information for targeted advertising.
Purpose-limited useWe use information to coordinate service, maintain safety, bill, communicate, and comply with law.
Rights and choicesYou may request access, correction, or deletion when applicable.
1. Information we collect
| Category | Examples | Primary purposes |
|---|
| Identity and contact | Name, phone, email, address, date of birth, authorized representative | Identify riders and users, coordinate trips, communicate, prevent fraud |
| Trip and location | Pickup, destination, appointment time, live vehicle location, route, trip history | Schedule, dispatch, navigate, track, support and document transportation |
| Health-related and accessibility | Mobility level, device, service level, assistance needs, appointment type, relevant precautions | Select appropriate transportation and support safe service |
| Coverage and payment | Member or policy identifiers, authorization, payer, invoice and transaction details | Verify eligibility, obtain authorization, bill and reconcile |
| Communications and safety | Calls, messages, support requests, complaints, incidents, signatures and consent records | Provide support, document instructions, investigate incidents and improve quality |
| Device and usage | IP address, browser, device identifiers, login events, security logs and cookie choices | Operate, secure, diagnose and improve digital services |
| Workforce and provider | Credentials, licensing, screenings, vehicle, training and performance records | Credential, dispatch, monitor quality and meet contractual obligations |
2. Sources
Information may come directly from you or from an authorized caregiver, facility, healthcare provider, health plan, broker, government program, transportation provider, driver, payment processor, communications provider, or other party involved in arranging or delivering a trip.
3. How we use information
Nexus uses information to provide and support transportation; confirm identity and authority; determine service requirements; communicate status and reminders; process eligibility, authorization, billing and payment; protect riders and workers; investigate complaints and incidents; prevent fraud, waste and abuse; maintain records; improve accessibility and service quality; secure systems; and meet legal, regulatory and contractual obligations.
4. How we disclose information
We may disclose the minimum information reasonably necessary to riders and authorized representatives; facilities and care teams; health plans, brokers and payers; assigned drivers and transportation providers; payment, hosting, mapping, communications, support and security vendors; professional advisers; regulators and government authorities; and parties to a business transaction, subject to applicable confidentiality and legal requirements.
Nexus may also disclose information with your direction or authorization, to address a serious safety concern, or as required or permitted by law. We do not sell PHI or use health-related transportation information for targeted advertising.
5. Cookies and digital analytics
Nexus may use essential cookies and limited analytics to operate, secure and understand public websites. We do not intentionally place advertising or cross-site tracking technologies on authenticated portals or in booking workflows in a manner that discloses PHI. Cookie consent alone is not treated as HIPAA authorization.
6. Retention
Information is retained for as long as reasonably necessary for transportation, safety, billing, legal, contractual, audit, dispute-resolution, and recordkeeping purposes. Retention varies by record type and applicable requirements. When information is no longer required, Nexus takes reasonable steps to delete, destroy, or de-identify it.
7. Security
Nexus uses administrative, physical, and technical safeguards designed to protect information, including access controls, authentication, secure transmission, logging, workforce training, and vendor oversight as appropriate to the risk. No system can be guaranteed completely secure. Please report suspected unauthorized access promptly.
8. Children
Nexus may process information about minors when transportation is requested by a parent, guardian, facility, health plan, or other authorized party. Our services are not directed to children for independent use without appropriate authorization.
9. External links and services
External websites and independently operated services have their own privacy practices. Review their policies before providing information directly to them.
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Important distinction: A pickup at a clinic, pharmacy, dialysis center, behavioral-health location, or other care destination may reveal or support an inference about a person's health. Nexus treats this information as sensitive.
Health data we may collect
- Transportation needs, mobility information, accessibility requirements and requested level of service.
- Pickup and destination information that identifies or may suggest a healthcare service.
- Appointment timing, recurring treatment schedules, discharge status, relevant precautions, and authorized escort needs.
- Eligibility, benefit, payer, authorization and healthcare-facility information.
- Information another authorized person provides when arranging a trip.
- Inferences reasonably necessary to select or coordinate an appropriate transportation service.
Why we collect and use it
We collect and use consumer health data only as reasonably necessary to provide or maintain a requested transportation service, communicate about it, support safety and accessibility, obtain authorization or payment, investigate incidents, comply with law, and carry out other purposes with consent.
Who may receive it
Consumer health data may be shared with the rider and authorized representatives, requesting facilities or providers, health plans and transportation brokers, assigned transportation personnel, and vendors that support necessary service functions. Nexus does not sell consumer health data and does not use it for targeted advertising.
Your choices
Subject to applicable law and exceptions, you may ask whether Nexus processes your consumer health data, request access or correction, request deletion, withdraw consent for consent-based processing, or appeal a denied request. Some information may need to be retained to complete a trip, document a service, process a claim, protect safety, or satisfy legal obligations.
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This section is not automatically a HIPAA Notice of Privacy Practices. When Nexus acts as a business associate, the healthcare covered entity's Notice of Privacy Practices generally describes the individual's HIPAA rights. A separate formal notice may apply to any Nexus operation determined to be a covered entity.
When Nexus acts as a business associate
Nexus may create, receive, maintain, or transmit PHI on behalf of a healthcare provider, health plan, clearinghouse, broker, or another business associate. In that role, Nexus uses and discloses PHI as permitted by the applicable Business Associate Agreement, underlying services agreement, and law.
Our PHI commitments
- Use or disclose PHI only as permitted by contract or law and apply the minimum-necessary standard where required.
- Maintain safeguards appropriate to electronic and other PHI.
- Report suspected impermissible uses, disclosures, security incidents, and breaches as required.
- Require applicable subcontractors handling PHI to accept appropriate privacy and security obligations.
- Assist the covered entity with legally required access, amendment, restriction, and accounting requests when applicable.
- Return, destroy, or continue protecting PHI after termination as required by the controlling agreement and law.
Requests involving PHI
If your health plan, provider, facility, or broker arranged the transportation, it may be the best first contact for a HIPAA access, amendment, restriction, or accounting request. Nexus will route or support requests as required. Verification of identity and authority may be required before information is released.
Business Associate Agreements
Healthcare organizations seeking a BAA or information about Nexus privacy and security practices should contact contact@nexusmt.com. A BAA is used when required by HIPAA; signing a BAA does not by itself make unrelated information or activity subject to HIPAA.
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Service communications
Communications may include booking confirmations, driver or vehicle details, pickup status, delays, cancellations, recurring-trip reminders, account security, payment, support, and safety information. Message frequency varies. Carrier message and data rates may apply.
Text-message choices
By providing a mobile number through a disclosed Nexus booking or enrollment flow, you agree to receive transactional booking and ride updates. Message frequency varies and message and data rates may apply. Reply STOP to end texts and HELP for assistance. Stopping messages may limit real-time trip updates but does not cancel a scheduled trip. Call Customer Service to change communication preferences or cancel transportation. Consent is not a condition of purchase.
Nexus transportation messages do not contain alcohol, tobacco, cannabis, gambling, adult, or other age-restricted promotional content.
Privacy of communications
Ordinary email and SMS may not be fully secure. Nexus limits sensitive content in messages where practical. Do not send unnecessary medical details by unsecured email or text. Use an authorized secure portal or call Nexus when sensitive information must be discussed.
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Available requests
You may be entitled to confirm processing; access or obtain a copy; correct inaccuracies; delete information; limit certain processing; withdraw consent; opt out of sale, targeted advertising, or qualifying profiling; and appeal a decision. Nexus does not sell PHI or consumer health data and does not use health-related transportation information for targeted advertising.
How to submit a request
Email contact@nexusmt.com or call (888) 760-4990. Describe the request and your relationship to Nexus. We may verify your identity, authority, state of residence, and the account or trip involved. An authorized agent may be required to provide proof of authority.
No discrimination
Nexus will not unlawfully discriminate or retaliate against a person for exercising an applicable privacy right. If a request is denied, the response will explain the reason and any available appeal process.
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Nexus Medical Transit
Service area: Maryland, Washington, DC, and Northern Virginia
Privacy and general inquiries: contact@nexusmt.com
Customer Service: (888) 760-4990
Main toll-free line: (888) 639-5766
To report an accessibility barrier or request an alternative format, review our Accessibility Statement.
Safety comes first.Do not use a privacy request or email to seek urgent transportation or medical assistance. For a medical emergency, call 911. For an active trip, call Customer Service.
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