Safety & Emergency Information

1. Emergency First

If someone is experiencing a medical emergency or is in immediate danger, contact emergency services immediately.

In Ontario: Call 911.

Do not wait for:

• DrLoop support;
• Trip Chat;
• a Driver;
• a Transportation Provider;
• an ETA update;
• a replacement Vehicle;
• an App notification;
• a response from DrLoop.

Questions involving Trip status, cancellation, payment or support can be addressed after the immediate emergency has been handled.

2. DrLoop Go Is for Non-Emergency Transportation

DrLoop Go is intended to support non-emergency medical transportation. DrLoop Go is not intended to replace 911, emergency medical services, emergency dispatch, police, fire services, emergency ambulance response or emergency medical care.

A DrLoop Trip should not be used as a substitute for emergency response when emergency medical attention is required.

3. DrLoop Is Not an Emergency Dispatch Service

DrLoop does not operate a 911 emergency dispatch service through DrLoop Go. Submitting any of the following does not guarantee emergency assistance:

• a support request;
• a Safety & Help report;
• a Trip Chat message;
• a message to a Transportation Provider;
• an email;
• an ordinary in-app communication.

DrLoop personnel may not see or respond to these communications immediately.

If emergency assistance is required, contact emergency services directly.

4. Trip Chat Is Not an Emergency Channel

Trip Chat is designed primarily for ordinary Trip coordination. Examples may include:

• confirming a Pickup entrance;
• advising that a Rider is ready;
• clarifying a location;
• receiving an ordinary Trip update;
• communicating with an applicable Trip participant.

Do not rely on Trip Chat as the primary method of seeking help for:

• loss of consciousness;
• difficulty breathing;
• severe chest pain;
• serious injury;
• immediate danger;
• another medical emergency.

Contact emergency services directly where emergency assistance is required.

5. If a Rider's Condition Changes Before Pickup

A Trip that was appropriate as non-emergency transportation may become inappropriate if the Rider's condition materially changes. If, before Pickup, the Rider develops symptoms or circumstances suggesting emergency medical attention may be required, do not rely on the scheduled DrLoop Trip for emergency care.

Contact:

• emergency services;
• an appropriate healthcare professional;
• another appropriate medical resource

as the circumstances require.

The DrLoop Trip, cancellation or billing issue can be addressed afterward.

6. If a Rider's Condition Changes During a Trip

If a Rider's condition materially deteriorates during transportation, the Driver and applicable crew should follow their training, their authorized role, Transportation Provider procedures, applicable emergency procedures and applicable law.

Where emergency assistance is required, emergency services should be contacted without waiting for DrLoop authorization.

DrLoop does not require a Driver or Provider to wait for DrLoop approval before seeking necessary emergency assistance.

7. Do Not Delay Emergency Assistance Because of Payment

Immediate safety should never be delayed because of a cancellation fee, Trip payment, a pending authorization, a refund question, concern about Trip status or concern about DrLoop billing.

Payment and cancellation issues can be reviewed after the immediate safety situation has been addressed.

8. DrLoop's Role

DrLoop provides technology supporting transportation coordination. Depending on the circumstances and available functionality, DrLoop may assist by:

• identifying the affected Trip;
• receiving an incident or safety report;
• preserving relevant platform records;
• reviewing Trip status;
• facilitating appropriate communication;
• supporting follow-up;
• reviewing Provider or Driver information relevant to a report;
• taking appropriate platform action;
• assisting with possible alternative transportation where available;
• cooperating with appropriate authorities where required or permitted by law.

DrLoop does not replace:

• emergency responders;
• healthcare professionals;
• police;
• the Transportation Provider's on-scene responsibilities;
• legally required incident procedures.

9. Transportation Provider Responsibility

Transportation requested through DrLoop Go may be performed by independent third-party Transportation Providers. The applicable Transportation Provider remains responsible for transportation services and matters within its operational and legal responsibilities.

Depending on the applicable service, these may include matters involving:

• Vehicles;
• Drivers and crew;
• Vehicle operation;
• training and qualifications;
• transportation equipment;
• Vehicle condition and maintenance;
• insurance;
• Rider handling;
• transportation procedures;
• incident response;
• applicable regulatory requirements.

The precise allocation of responsibility may also depend on applicable agreements and law.

10. Collision or Accident

If a Vehicle carrying or assigned to a DrLoop Rider is involved in a collision, immediate safety comes first. Drivers and Transportation Providers must follow applicable:

• emergency procedures;
• collision-reporting requirements;
• Provider procedures;
• insurance requirements;
• legal obligations.

Where someone may be injured or immediate danger exists, appropriate emergency assistance should be requested.

A Driver should not continue a Trip merely to complete the DrLoop booking if continuing would be unsafe or unlawful.

11. After Immediate Collision Safety Has Been Addressed

Once immediate safety needs have been addressed, the applicable Transportation Provider should follow required incident-reporting procedures. DrLoop may receive information reasonably necessary to identify, support or investigate the affected Trip.

This may include:

• Trip identifier;
• date and time;
• relevant location;
• Transportation Provider;
• Vehicle;
• Driver or crew;
• Trip status;
• description of the incident;
• relevant communications;
• relevant operational records.

DrLoop seeks to avoid collecting unrelated medical information merely because an incident occurred.

12. Reports to Police, Insurers or Regulators

A report made to DrLoop does not replace any report that a Driver, Transportation Provider or other person is legally required to make to police, an insurer, a regulator, emergency services or another legally authorized authority.

Transportation Providers and Drivers remain responsible for satisfying the legal and operational reporting obligations applicable to them.

13. Evidence After an Incident

Where safe, lawful and appropriate, information relevant to an incident may be preserved. Immediate safety must take priority over collecting evidence.

Do not unnecessarily photograph or record:

• the Rider;
• the Rider's medical information;
• Hospital records;
• identification documents;
• unrelated bystanders;
• other sensitive information.

Evidence collected for a legitimate incident purpose should be handled through authorized and secure processes.

Do not post Patient or Trip incident information on social media.

14. Vehicle Breakdown Before Pickup

If an assigned Vehicle becomes unavailable before Pickup because of a breakdown or similar operational problem, the Transportation Provider may need to update the Trip, assign another Vehicle, identify another appropriate crew, delay the Trip or cancel the Trip.

Where available, the Rider should receive appropriate information concerning a material change.

15. Vehicle Breakdown During Transportation

If a Vehicle becomes unable to continue while a Rider is on board, immediate safety should be assessed first. The Driver and Transportation Provider should consider matters such as road safety, Rider safety, Rider condition, Vehicle location, environmental conditions and equipment needs.

If an emergency develops: Contact emergency services.

The applicable Provider may then coordinate appropriate operational next steps.

16. Replacement Transportation

Following a breakdown, Provider cancellation or other interruption, DrLoop and/or the applicable Transportation Provider may attempt to identify alternative transportation where available. Replacement transportation is not guaranteed.

Availability may depend on factors such as:

• location;
• time;
• Vehicle type;
• transportation requirements;
• required equipment;
• Provider capacity;
• operating conditions.

DrLoop does not guarantee that a replacement Vehicle will be immediately available.

17. Unsafe Vehicle Concern

A Rider may report a concern about the safety or suitability of a Vehicle. Examples may include:

• an apparent unsafe Vehicle condition;
• securement concerns;
• a significant equipment concern;
• an accessibility issue affecting the Trip;
• another significant Vehicle safety concern.

If a Rider reasonably believes there is immediate danger, the Rider should prioritize personal safety and appropriate emergency assistance rather than waiting for DrLoop support.

18. Unsafe Driver or Crew Concern

A Rider may report concerns involving conduct such as:

• dangerous driving;
• apparent impairment;
• threats;
• harassment;
• discrimination;
• inappropriate physical contact;
• sexual misconduct;
• serious disregard of transportation requirements;
• other significant safety concerns.

If there is immediate danger: Contact emergency services first.

A DrLoop safety report can be submitted afterward where appropriate.

19. A Rider May Decline to Proceed Because of a Serious Safety Concern

A Rider should not be required to proceed with transportation where the Rider reasonably believes there is a genuine and immediate safety concern. DrLoop may review the circumstances afterward, including any related:

• cancellation;
• payment;
• Provider conduct;
• Driver conduct;
• safety report.

Making a good-faith safety report does not itself violate the DrLoop Community Guidelines.

Knowingly fabricating a safety allegation may constitute misuse of DrLoop services.

20. Transportation Requirement Mismatch

A Trip may become unsuitable where the actual Rider requirements materially differ from the information used to arrange the transportation. Examples may include:

• equipment that is required but unavailable;
• a mobility requirement that the assigned Vehicle cannot appropriately support;
• assistance beyond the available crew's authorized capability;
• a material access condition that was not previously known;
• another significant transportation requirement mismatch.

A Transportation Provider or Driver should not perform transportation that cannot reasonably be completed safely or lawfully merely because the Trip has already been booked. The issue should be addressed through the applicable operational process.

21. Relevant Diagnosis or Condition for Transportation

For certain Trips, DrLoop Go may process a 'Relevant diagnosis or condition for transportation'. This means diagnosis or condition information only where it may reasonably affect transportation requirements, assistance, safety or care requirements during the Trip.

Providing this information does not make DrLoop a healthcare provider.

Anyone receiving this information through DrLoop must use it only for an authorized purpose.

It must not be used for:

• curiosity;
• unrelated discussion;
• marketing;
• discrimination;
• social media;
• unrelated personal or commercial purposes.

22. Transportation Capabilities and Equipment

DrLoop Go may display transportation capabilities such as Wheelchair, Stretcher, Oxygen, Stair Chair and Cardiac Monitor.

Displaying a capability indicates transportation-related functionality associated with the applicable Provider or Vehicle. It does not mean that DrLoop itself provides medical treatment, that every Driver is a healthcare professional, or that every crew member is authorized to perform every clinical activity associated with equipment.

Transportation Providers remain responsible for appropriate personnel, equipment, training and use within their applicable responsibilities.

23. DrLoop Does Not Authorize Medical Practice

DrLoop does not authorize a Driver or crew member to perform medical treatment outside that person's actual qualifications, training, professional authorization, permitted role or Provider procedures.

If a Driver or crew member is separately qualified or regulated to provide healthcare services, their professional obligations exist independently of DrLoop Go.

24. Pickup From a Hospital or Facility

A DrLoop status such as 'Arrived' does not by itself establish that responsibility for a Patient has been safely transferred. Hospitals, Facilities, Drivers and Transportation Providers remain responsible for following the handoff procedures applicable to their actual roles.

Software status supports coordination.

It does not replace a safe real-world Patient handoff.

25. Arrival at Destination

Likewise, an App status such as 'Arrived' or 'Completed' does not replace any required real-world transportation or Patient handoff procedure. A Driver should not intentionally mark a Trip completed when transportation responsibilities applicable to the Trip remain incomplete.

26. Patient Dignity During an Incident

A safety incident does not remove a Rider's right to dignity and privacy. During an incident, sensitive information should be shared only where reasonably necessary for legitimate purposes such as immediate care, safety, emergency response, transportation, incident investigation or applicable legal obligations.

Do not unnecessarily discuss or publicly disclose the Rider's condition.

27. Significant Delays

An ETA is an estimate. Ordinary changes in ETA do not automatically constitute a safety emergency.

Where available, DrLoop Go may provide:

• updated ETA;
• delay information;
• Provider communication;
• updated Trip status.

If a delay becomes operationally significant, the Rider may use available support or cancellation options.

If the Rider develops an emergency medical condition while waiting, do not continue waiting for the DrLoop Vehicle. Contact appropriate emergency services.

28. Trip Interruption

A Trip may need to be interrupted because of circumstances such as a medical emergency, collision, Vehicle breakdown, unsafe road conditions, severe weather, Rider safety, Driver safety, equipment failure, significant transportation requirement mismatch or another material safety concern.

Immediate safety takes priority over completing the Trip according to the original schedule.

29. Severe Weather and Road Conditions

Transportation may be affected by severe weather, dangerous road conditions, road closures or other environmental hazards. Drivers and Providers should not be pressured to continue transportation where doing so would be unsafe or unlawful.

A Trip may be delayed, rerouted, interrupted or cancelled where reasonably necessary for safety.

The financial treatment of a cancellation or interruption is addressed separately under the applicable Trip terms and DrLoop Go Cancellation & Refund Policy.

30. Safety and Cancellation Charges

A Rider should not be required to resolve a payment or cancellation dispute before addressing an immediate safety concern. Where a Trip is cancelled or interrupted because of a significant safety issue, DrLoop may review applicable charges under the DrLoop Go Cancellation & Refund Policy.

A safety report does not automatically guarantee:

• a refund;
• a cancellation-fee waiver;
• another financial outcome.

Likewise, a legitimate safety concern should not automatically be treated as an ordinary Rider cancellation without appropriate review.

31. Safety & Help

DrLoop Go may provide a Safety & Help area for reporting concerns connected with a Trip. Where available, concerns may include matters such as:

• Accident or collision;
• Unsafe driving;
• Driver or crew conduct;
• Vehicle concern;
• Equipment concern;
• Patient handling concern;
• Harassment;
• Discrimination;
• Sexual misconduct;
• Privacy concern;
• Another safety issue.

Safety & Help is not a replacement for emergency services.

32. Emergency Assistance and DrLoop Reporting Are Different

DrLoop should keep emergency assistance clearly separate from ordinary DrLoop safety reporting. Where available, the interface may distinguish between:

Need emergency help?

Call 911

and:

DrLoop safety concern

Report a safety concern

Submitting a DrLoop report does not itself contact or dispatch emergency responders unless DrLoop expressly indicates otherwise for a specifically implemented service.

33. Location Is Not Emergency Monitoring

DrLoop Go or an applicable Driver application may process location information in connection with a Trip. This does not mean that DrLoop continuously watches every Trip in real time, detects every collision, detects every medical emergency, automatically contacts emergency services or guarantees the accuracy of a location shown in the App.

Location may be affected by:

• GPS limitations;
• device settings;
• network connectivity;
• technical interruptions;
• other conditions.

Do not rely solely on DrLoop location functionality during an emergency.

34. Automated Emergency Detection

Unless DrLoop expressly introduces and clearly describes a specific approved feature, do not assume that DrLoop automatically detects collisions, medical deterioration, emergencies, unsafe driving or equipment failure.

The absence of a DrLoop alert does not mean a situation is safe.

35. Reporting a DrLoop Safety Concern

Where available, concerns relating to a specific Trip should be reported through that Trip. A typical path may be: Trip → Safety & Help → Report a safety concern. Connecting the report to the correct Trip helps DrLoop identify relevant operational records.

36. Information Used to Review a Safety Report

When DrLoop receives a safety report, it may review information reasonably relevant to the matter. Depending on the circumstances, this may include:

• Trip timeline;
• Trip statuses;
• timestamps;
• Transportation Provider;
• Vehicle;
• Driver or crew;
• relevant location information;
• Trip communications;
• account information;
• incident information;
• relevant payment information;
• statements or evidence provided by participants;
• appropriate system or security records.

DrLoop seeks to limit access to sensitive information to what is reasonably necessary for the review.

37. Temporary Protective Measures

Where a credible report indicates potentially serious risk, DrLoop may take temporary protective measures while the matter is reviewed. Depending on the circumstances, this may include:

• restricting applicable account access;
• restricting Driver platform access;
• escalating the matter to the Transportation Provider;
• limiting future assignment through DrLoop;
• preserving relevant records;
• another appropriate platform measure.

A temporary protective measure does not, by itself, mean DrLoop has made a final determination of wrongdoing.

38. Serious Safety Matters

Certain incidents may require heightened review or escalation. Examples may include:

• death or serious injury;
• collision involving significant injury;
• sexual assault;
• serious sexual misconduct;
• credible violence;
• serious Patient endangerment;
• suspected impaired driving;
• serious privacy or security incident;
• significant equipment failure;
• a missing or unaccounted-for Rider in connection with a Trip;
• another serious safety event.

The appropriate response depends on the circumstances and applicable legal and operational requirements.

39. Privacy During Safety Reviews

Safety reports may contain highly sensitive information. DrLoop seeks to limit access to personnel whose roles reasonably require it. Safety information should not be accessed or shared merely because an incident is unusual or interesting.

The applicable DrLoop Privacy Notice governs DrLoop's handling of personal information associated with safety reports.

40. Cooperation With Authorities

DrLoop may preserve, use or disclose relevant information to law enforcement, regulators, emergency services, courts, insurers or other legally authorized recipients where required or permitted by applicable law.

Sensitive information should be disclosed only to the extent appropriate to the circumstances and applicable legal basis.

41. Insurance and Provider Investigations

A collision or other significant transportation incident may involve separate investigations or processes involving the Transportation Provider, insurer, Hospital or Facility, law enforcement, regulator or another legally responsible party. DrLoop may cooperate where appropriate while handling personal information in accordance with applicable law and DrLoop privacy practices.

42. No Retaliation for Good-Faith Safety Reporting

A Rider or other participant should not face retaliation merely because they made a good-faith safety report, raised a legitimate privacy concern, reported discrimination, reported harassment or cooperated with a legitimate investigation.

Knowingly false or malicious reports remain prohibited under the DrLoop Community Guidelines.

43. Safety Report Outcomes

Submitting a safety report does not guarantee a particular outcome. Depending on the circumstances, DrLoop may:

• take no further action;
• request additional information;
• provide guidance;
• refer the matter to the applicable Provider;
• temporarily restrict platform access;
• take another appropriate platform action;
• cooperate with an appropriate authority where required or permitted.

A safety report does not automatically guarantee:

• Driver removal;
• Provider removal;
• compensation;
• refund;
• replacement transportation.

Applicable legal rights remain unaffected.

44. Provider Safety Procedures

Transportation Providers may maintain additional procedures concerning Vehicle safety, collisions, Rider condition changes, Vehicle breakdowns, equipment, Patient handling, Driver conduct, incident reporting and Patient handoff. Those procedures may impose additional operational requirements.

Nothing in this page authorizes a Provider or Driver to disregard mandatory legal obligations.

45. Protecting Patient Information

A safety concern should not become a reason to unnecessarily collect or distribute Patient information. Only information reasonably necessary for the legitimate safety, transportation, investigation or legal purpose should be handled.

Do not send unnecessary:

• diagnoses;
• medical records;
• Patient photographs;
• identification documents

through ordinary DrLoop support communications.

46. Contacting DrLoop After an Emergency

After immediate emergency needs have been addressed, a Rider or authorized person may report a DrLoop-related concern through the applicable Trip, Safety & Help or another support method made available by DrLoop.

Where possible, use the support option associated with the applicable Trip so DrLoop can identify the correct transportation record.

47. General Safety Principle

If there is ever a conflict between finishing the Trip and protecting immediate safety, immediate safety comes first.

Questions involving:

• payment;
• cancellation;
• Trip status;
• Provider performance;
• support

can be addressed afterward.

48. Relationship to Other DrLoop Policies

This Safety & Emergency Information should be read together with the DrLoop Go Terms of Use, DrLoop Go Privacy Notice, DrLoop Go Cancellation & Refund Policy and DrLoop Community Guidelines.

Where a Transportation Provider has additional safety or operational requirements, those requirements may also apply. Mandatory legal requirements continue to apply regardless of this page.

49. Changes to This Safety Information

DrLoop may update this page as DrLoop Go changes, safety processes change, available features change or applicable requirements change. The current version will display its Effective Date and Last Updated.

Where appropriate, DrLoop may provide additional notice of material changes.

50. Contact and Emergency Information

For a concern connected to a specific DrLoop Trip, use the applicable Safety & Help or Trip support options whenever available. For general DrLoop support, use the support channels available through DrLoop Go or drloop.ca. For privacy concerns, use the contact identified in the applicable DrLoop Privacy Notice.

For an immediate medical emergency or immediate danger in Ontario, call 911.

Do not wait for a response from DrLoop.