Definitions
For these Terms:
"App" or "DrLoop Go" means the DrLoop Go mobile application and related Rider-facing services provided by DrLoop.
"Driver" means a person authorized by a Transportation Provider to participate in transportation operations through DrLoop.
"Rider" means the person for whom transportation is requested or provided, whether or not that person is the DrLoop Go account holder.
"Transportation Provider" or "Provider" means a third-party organization that may provide transportation requested or coordinated through DrLoop.
"Trip" means a transportation request, booking or transportation service coordinated through DrLoop Go.
"Vehicle" means a vehicle made available by a Transportation Provider for an applicable Trip.
"you" or "your" means the person accessing or using DrLoop Go or, where the context requires, the account holder arranging transportation for another Rider.
About DrLoop Go
DrLoop Go is a technology platform designed to help people find, request, schedule, coordinate, pay for and manage non-emergency medical transportation.
Depending on the applicable feature, location, Transportation Provider and availability, DrLoop Go may allow you to:
- enter Pickup and Destination information
- request transportation now
- plan transportation in advance
- arrange One Way or Round Trip transportation
- communicate transportation requirements
- view available transportation options
- view Transportation Providers and Vehicle types
- view estimated arrival information
- view estimated or applicable pricing
- request or confirm a Trip
- receive Trip updates
- track certain Trip information
- communicate about a Trip
- manage cancellations
- pay applicable charges
- access receipts; and
- manage past or upcoming Trips.
Features may vary by location, Provider, Trip type and availability.
Non-Emergency Transportation
DrLoop Go is intended for non-emergency medical transportation.
DrLoop Go is not:
- 911
- an emergency medical service
- an emergency dispatch service
- a replacement for emergency ambulance response
- an emergency medical monitoring system.
If you believe that you or another person is experiencing a medical emergency or is in immediate danger, contact the appropriate local emergency service immediately.
Do not delay emergency assistance while waiting for:
- a DrLoop Trip
- a Driver
- a Transportation Provider
- an ETA update
- Trip Chat
- DrLoop support
- a replacement Vehicle.
Emergency response and immediate safety take priority over completing, changing or cancelling a DrLoop Trip.
DrLoop's Role
DrLoop provides technology used to facilitate and coordinate transportation.
Transportation requested through DrLoop Go may be performed by third-party Transportation Providers using their Vehicles, Drivers, crew and equipment.
Unless DrLoop expressly states otherwise for a particular service, DrLoop does not itself perform the Transportation Provider's underlying transportation service.
Transportation Providers remain responsible for matters within their applicable operational and legal responsibilities, which may include:
- Vehicles
- Drivers and crew
- staffing
- training
- qualifications
- licences or authorizations
- transportation equipment
- insurance
- operational procedures
- Vehicle maintenance
- performance of transportation services.
The precise allocation of responsibilities between DrLoop and a Transportation Provider may also depend on the applicable agreements, circumstances and law.
Nothing in these Terms removes any responsibility that applicable law imposes directly on DrLoop.
DrLoop Is Not a Healthcare Provider
DrLoop Go assists with transportation coordination.
DrLoop does not provide medical diagnosis, medical advice or medical treatment through DrLoop Go.
Information displayed or collected through DrLoop Go concerning transportation requirements, mobility needs, equipment or a Rider's condition is intended to support transportation and related operational purposes.
It should not be treated as medical advice from DrLoop.
Nothing in DrLoop Go should be used as a substitute for advice, diagnosis or treatment from an appropriately qualified healthcare professional.
Determining Whether Non-Emergency Transportation Is Appropriate
You, an authorized caregiver, an authorized representative or an appropriate healthcare professional are responsible for determining whether non-emergency transportation is appropriate for the Rider.
If you are unsure whether a Rider requires emergency medical transportation, emergency assessment or a different level of care, seek appropriate professional or emergency assistance.
DrLoop does not independently diagnose the Rider or determine the Rider's clinical condition through DrLoop Go.
Accounts
Certain DrLoop Go services require an account.
You agree to provide accurate and reasonably current account information.
You are responsible for protecting your:
- password
- authentication credentials
- device
- account access.
You must not:
- knowingly share your credentials with an unauthorized person
- permit unauthorized use of your account
- create a fraudulent account
- impersonate another person
- intentionally provide false identity information
- attempt to access another person's account.
Notify DrLoop through the available support process if you reasonably believe your account has been accessed or compromised without authorization.
Eligibility and Legal Authority
A person creating and controlling a DrLoop Go account must have legal authority to use the service and enter into these Terms.
Where DrLoop permits transportation to be arranged for another Rider, the person making the booking must have appropriate authority to:
- arrange the transportation
- provide information reasonably required for the Trip
- make applicable booking decisions; and
- provide or authorize payment where applicable.
Additional requirements may apply where transportation involves:
- a minor
- a guardian
- a caregiver
- a substitute decision-maker
- another authorized representative.
DrLoop may request reasonable additional information or confirmation where appropriate.
Booking for Another Person
DrLoop Go may allow an account holder to arrange transportation for another Rider.
When doing so, you are responsible for providing accurate information reasonably necessary to arrange and perform the Trip.
This may include:
- Rider information
- Pickup information
- Destination information
- contact information where required
- transportation requirements
- mobility requirements
- accessibility requirements
- relevant Trip instructions.
You must not provide information about another person unless you have appropriate authority to do so.
Authority to arrange transportation for another person does not automatically give you unlimited access to all information about that person.
Trip Information
When requesting transportation, DrLoop Go may ask for information such as:
- Rider
- Pickup
- Destination
- requested date and time
- Ride Now or Plan Ahead
- One Way or Round Trip
- transportation type
- mobility requirements
- accessibility requirements
- equipment requirements
- applicable Trip instructions.
You are responsible for reviewing the information you provide and correcting material errors before confirming the applicable booking.
Transportation Requirements
Different Riders may require different transportation capabilities.
Depending on the Trip, DrLoop Go may allow you to identify transportation requirements such as:
- Wheelchair
- Stretcher
- Oxygen
- Stair Chair
- Cardiac Monitor
- mobility assistance
- stairs or access conditions
- escort requirements
- equipment requirements
- other relevant transportation precautions.
You should provide transportation requirements accurately to the best of your knowledge.
Do not intentionally omit material information where doing so could cause the selected transportation to be inappropriate or unsafe.
Information should be limited to what is reasonably relevant to the transportation.
Relevant Diagnosis or Condition for Transportation
For certain Trips, DrLoop Go may allow or request information described as:
Relevant diagnosis or condition for transportation
This means information about a diagnosis or condition only where it may reasonably affect:
- transportation requirements
- transportation-related assistance
- safety considerations; or
- other relevant requirements during the Trip.
DrLoop Go is not intended to collect a Rider's complete medical history merely to arrange transportation.
Do not provide unrelated:
- diagnoses
- medical records
- medical histories
- health information
that is not reasonably relevant to the transportation.
DrLoop's handling of health-related information is described in the DrLoop Go Privacy Notice.
Availability
Transportation availability may depend on circumstances including:
- location
- requested date
- requested time
- Provider availability
- Vehicle availability
- Vehicle type
- transportation requirements
- required equipment
- service area
- Provider capacity
- operational conditions.
Displaying a Provider or Vehicle as available does not guarantee that it will remain available until the Trip is successfully confirmed.
Availability may change before confirmation.
DrLoop does not guarantee that a particular transportation option will always be available.
Transportation Provider Options
DrLoop Go may display Transportation Providers or Vehicle options that appear suitable for the requested Trip based on available information.
Depending on the feature, displayed information may include:
- Transportation Provider
- Vehicle type
- estimated arrival time
- estimated or applicable price
- transportation capabilities
- service information
- other relevant Trip information.
Transportation Providers may differ in:
- availability
- Vehicle type
- capabilities
- pricing
- cancellation terms
- service areas
- operational characteristics.
You should review the available information before selecting an option.
Vehicles, Equipment and Capabilities
A Provider or Vehicle may be associated with capabilities such as:
- Wheelchair transportation
- Stretcher transportation
- Oxygen
- Stair Chair
- Cardiac Monitor
- other transportation equipment.
Displaying a capability means that the Provider or Vehicle has been represented or configured as supporting that transportation capability for the applicable service.
It does not mean that DrLoop itself provides medical treatment.
It also does not mean that the presence of equipment automatically authorizes a Driver or crew member to perform any particular clinical procedure.
Transportation equipment must be used within the applicable Provider's responsibilities, personnel qualifications and law.
Trip Requests
Submitting a Trip request does not necessarily mean that transportation has been confirmed.
Depending on the applicable workflow, a request may need to be:
- transmitted
- reviewed
- accepted by a Provider
- assigned to a Vehicle or crew
- otherwise confirmed.
Do not assume that a Trip is confirmed until DrLoop Go displays or otherwise clearly communicates confirmation.
Until confirmation occurs, a Provider may not yet be committed to perform the Trip.
Review Before Confirming a Trip
Before you confirm a Trip, DrLoop Go will provide applicable booking information for review as appropriate to the transaction.
Depending on the Trip, this may include:
- Rider
- Pickup
- Destination
- date and time
- transportation type
- transportation requirements
- selected Provider
- Vehicle
- estimated or applicable price
- applicable charges
- payment method
- cancellation terms
- other material conditions.
You are responsible for reviewing this information.
Where DrLoop Go permits correction, correct any material error before selecting Confirm Booking or an equivalent confirmation control.
Consumer Transaction Information
Where required by applicable consumer-protection law, DrLoop Go will provide applicable information before a chargeable Trip agreement is entered into.
Depending on the transaction and applicable law, this may include information concerning:
- the applicable supplier
- applicable supplier contact information
- the transportation service
- the person receiving the service
- the place of performance
- the applicable Provider
- pricing
- taxes
- additional charges
- total amount payable where reasonably determinable
- payment terms
- timing or commencement of the service
- cancellation, refund or other applicable conditions.
Where required, the booking process will provide an express opportunity to accept or decline the transaction and to correct errors before confirmation.
Trip Confirmation
A Trip becomes confirmed when DrLoop Go displays or otherwise clearly communicates that the booking has been successfully confirmed.
Confirmation may include:
- confirmation number
- Rider
- Pickup
- Destination
- date and time
- Provider
- Vehicle or transportation category
- price or estimate
- cancellation information
- other applicable Trip details.
You should review the confirmation and promptly report material errors through the available support process.
Where applicable law requires a retainable copy of an electronic consumer agreement, DrLoop will provide the applicable confirmation or agreement information in a form that can be retained or accessed for future reference as required.
Estimated Arrival Times
Any ETA, arrival estimate, travel-time estimate or similar timing information displayed through DrLoop Go is an estimate unless expressly stated otherwise.
Actual timing may be affected by:
- traffic
- weather
- road conditions
- routing
- previous Trips
- Pickup conditions
- Patient or Rider readiness
- Facility delays
- Provider operations
- Vehicle issues
- network or GPS conditions
- unexpected events
- circumstances outside DrLoop's reasonable control.
An ETA is not a guaranteed arrival time.
DrLoop Go may update an ETA as conditions change.
Pricing
DrLoop Go will display applicable pricing information before you confirm a chargeable Trip where reasonably determinable and required.
Pricing may depend on factors such as:
- Transportation Provider
- Vehicle or transportation type
- Pickup
- Destination
- distance
- transportation requirements
- equipment
- waiting time
- scheduled service
- Provider pricing
- applicable taxes
- properly disclosed fees
- other applicable factors.
Where a price is identified as:
Estimated
or:
est.
the amount is an estimate rather than a guaranteed final amount.
Where applicable pricing rules permit the final amount to change, the applicable basis for that change should be disclosed before confirmation where required.
DrLoop will not intentionally represent an unavoidable mandatory charge as optional.
Taxes and Additional Charges
Applicable taxes and additional mandatory charges will be included or disclosed as required.
Additional charges may apply only where supported by:
- applicable Trip terms
- Provider terms disclosed for the Trip
- applicable pricing rules
- applicable law.
A charge that was not properly disclosed or otherwise lawfully applicable is not made valid merely because it appears after a Trip.
Payments
DrLoop Go may require an accepted payment method.
Depending on the production payment arrangement, payment processing may be performed through DrLoop and/or an authorized payment service provider.
By providing an applicable payment method and confirming a chargeable Trip, you authorize processing of amounts properly due under:
- the confirmed booking
- applicable pricing
- disclosed cancellation terms
- disclosed waiting or no-show terms
- applicable taxes
- other properly disclosed charges.
You represent that you are authorized to use the payment method provided.
Payment Authorization Holds
In some circumstances, a temporary payment authorization may appear before a final payment is completed.
An authorization hold is not necessarily a completed charge.
The release or disappearance of an authorization may depend on:
- the payment service provider
- financial institution
- card issuer
- other payment-system processing.
DrLoop does not control every financial institution's processing time.
Receipts and Transaction Records
Where applicable, DrLoop Go will provide a receipt, confirmation or other transaction record electronically.
A record may include:
- Trip date
- confirmation number
- Pickup and Destination
- Provider
- transportation service
- charges
- taxes
- adjustments
- refunds
- payment status.
Transaction records may be retained where reasonably required for legitimate purposes including:
- financial records
- legal obligations
- fraud prevention
- safety
- dispute resolution.
Sensitive information not required for those purposes should not automatically be retained merely because a financial record is retained.
Cancellation
A Rider may cancel an eligible Trip using the cancellation functionality available through DrLoop Go.
Cancellation terms may vary based on:
- Provider
- Trip type
- Vehicle
- scheduled time
- timing of cancellation
- whether the Provider has accepted the Trip
- whether a Vehicle has been dispatched
- whether the Vehicle has arrived
- applicable Provider-specific terms
- other disclosed circumstances.
The cancellation terms applicable to a confirmed Trip should be available before confirmation.
The DrLoop Go Cancellation & Refund Policy provides additional information.
Cancellation Policy Applicable to a Confirmed Trip
The cancellation terms presented for a Trip at the time the Trip is confirmed apply to that Trip, subject to:
- changes agreed to by you
- applicable law
- another lawful adjustment.
A Provider must not use DrLoop to retroactively impose materially less favourable cancellation terms on a previously confirmed Trip simply because the Rider later chooses to cancel.
DrLoop may retain appropriate records of the cancellation terms applicable when the Trip was confirmed.
Cancellation Fees
A cancellation fee may apply where permitted by the terms applicable to the Trip.
Where a cancellation fee applies and can reasonably be determined before final cancellation, DrLoop Go should display the applicable amount before you confirm the cancellation.
The cancellation process should require an affirmative final action.
For example:
Cancel Trip
review applicable cancellation terms and fee
final cancellation confirmation
A cancellation is not complete merely because you opened the cancellation screen.
Applicable consumer rights remain unaffected.
Provider Cancellation
A Transportation Provider may cancel or become unable to perform a Trip because of circumstances such as:
- Vehicle unavailability
- Vehicle breakdown
- staffing issue
- operational disruption
- safety concern
- inability to meet the requested transportation requirements
- conditions making the transportation inappropriate
- another legitimate operational reason.
Where the Provider cancels before providing the transportation, a Rider cancellation fee will not be imposed solely because the Provider cancelled.
DrLoop may attempt to identify another transportation option where available.
Replacement transportation is not guaranteed.
Applicable charges, refunds or payment releases will be determined according to the applicable circumstances, disclosed terms and law.
Changes to a Trip
A material change to:
- Rider
- Pickup
- Destination
- date
- time
- transportation type
- transportation requirements
- Vehicle requirement
- equipment requirement
may affect:
- Provider availability
- Vehicle suitability
- ETA
- price
- cancellation terms
- whether the existing Provider can perform the Trip.
A material modification may require:
- re-pricing
- Provider review
- a new confirmation
- a replacement booking.
Scheduled Transportation
DrLoop Go may allow transportation to be planned for a future requested time.
A scheduled Trip is subject to:
- confirmation
- applicable Provider availability
- applicable Provider terms
- operational conditions.
A scheduled time does not guarantee that unforeseen events will never affect actual arrival.
DrLoop Go may provide updates as information becomes available.
Round Trips and Return Transportation
Where DrLoop Go supports Round Trips, the outbound and return portions may have separate:
- dates
- times
- availability
- assignments
- Providers
- Vehicles
- pricing
- cancellation terms
- status.
Unless DrLoop Go clearly indicates otherwise, changing or cancelling one leg does not necessarily change or cancel the other.
Completion of an outbound Trip does not itself guarantee immediate return transportation unless the applicable return transportation has also been confirmed.
Review each Trip leg carefully.
Waiting Time and Rider Readiness
The Rider should be reasonably ready at the applicable Pickup time.
Waiting charges may apply where properly disclosed.
Transportation Providers may have limits on how long a Vehicle or crew can reasonably wait.
Applicable waiting rules should be disclosed where relevant to the Trip.
Unexpected circumstances may be considered through the available support or review process where appropriate.
No-Show
A no-show determination or charge should be based on the applicable Trip terms and reasonably available operational information.
Depending on the circumstances, information reviewed may include:
- Driver arrival status
- timestamps
- location information
- Trip communications
- reasonable contact attempts
- Provider records.
Drivers and Providers are expected to record Trip status accurately.
If you believe a no-show charge was incorrectly applied, you may request review through the applicable support process.
Trip Status and Tracking
Where available, DrLoop Go may display Trip information such as:
- confirmed
- assigned
- Provider preparing
- Vehicle on the way
- arrived
- Pickup
- going to Destination
- completed
- delayed
- cancelled.
DrLoop Go may also display:
- Vehicle location
- Trip progress
- Provider status
- ETA.
Tracking depends on technologies and conditions that may include:
- Driver device location
- GPS
- network availability
- Driver App operation
- Provider systems.
Tracking information may not always be perfectly accurate, continuous or available.
DrLoop tracking is not an emergency medical monitoring system.
Location Information
Certain DrLoop Go features may use location information.
Depending on your device permissions and the feature being used, location may support:
- determining Pickup
- showing map information
- showing transportation availability
- routing
- ETA
- Trip tracking
- safety
- support.
Where supported, you may be able to manually enter an address instead of allowing device location for certain functions.
Location information is handled according to the DrLoop Go Privacy Notice and applicable device permission choices.
Acceptance of these Terms does not replace any separate location permission or privacy consent required by law or the operating system.
Communications
DrLoop Go may provide Trip-related communications through channels such as:
- in-app notifications
- Trip Chat
- push notifications
- SMS
- telephone
- supported service communications.
Trip communications may involve DrLoop, the Transportation Provider, Driver, crew or other authorized Trip participants where applicable.
Trip Chat and ordinary DrLoop support channels are not emergency communication services.
Do not rely on an ordinary message to DrLoop, a Driver or a Provider as a substitute for contacting emergency services where immediate emergency assistance is required.
Appropriate Use of Communications
Contact information or messaging functionality made available for a Trip may be used only for legitimate purposes related to the Trip or applicable support.
You must not use DrLoop communication features to:
- harass
- threaten
- discriminate
- engage in sexual misconduct
- pursue unwanted personal contact
- solicit unrelated services
- commit fraud
- share unlawful content
- misuse another person's personal information
- intentionally share unnecessary sensitive information.
The DrLoop Community Guidelines also apply where incorporated into these Terms.
Rider Conduct
You and other people participating in a Trip through your booking must behave in a lawful and reasonably safe manner.
Prohibited conduct includes:
- violence
- credible threats
- harassment
- sexual misconduct
- unlawful discrimination
- intentional property damage
- fraud
- dangerous conduct
- unauthorized account use
- deliberate interference with transportation
- deliberate misuse of DrLoop systems.
Serious or repeated conduct issues may result in account or platform action consistent with these Terms and applicable law.
Accessibility and Accommodation
DrLoop seeks to support transportation for Riders with different mobility and accessibility requirements.
Transportation availability may depend on the actual capabilities of available Providers and Vehicles.
Users should provide relevant accessibility or accommodation requirements through the available booking process where appropriate.
Transportation Providers remain responsible for complying with obligations applicable to their services.
Where applicable law requires accommodation involving matters such as a service animal or support person, the applicable transportation should be handled consistently with those legal requirements.
A legitimate inability to provide a particular Vehicle or transportation capability is different from denying service for a reason prohibited by applicable law.
Safety
Safety takes priority over completion of a Trip.
If you believe that a Provider, Vehicle, Driver, crew member or Trip presents a significant non-emergency safety concern, use the available Safety & Help process where appropriate.
If there is an immediate emergency or immediate danger, contact the appropriate local emergency service first.
Additional information is provided in the DrLoop Go Safety & Emergency Information.
Change in Rider Condition
If a Rider's condition materially changes before or during transportation and the circumstances may require emergency assistance or a different level of care:
- prioritize immediate safety
- notify the appropriate Provider personnel where applicable
- seek appropriate emergency or professional assistance when required.
Do not continue to rely on the original DrLoop Trip merely because transportation was previously booked.
A previously suitable non-emergency transportation option may become inappropriate if circumstances materially change.
Accidents and Significant Incidents
If a collision, accident or other significant incident occurs during a Trip, applicable emergency procedures and the Transportation Provider's operational responsibilities take priority.
Depending on the circumstances, DrLoop may:
- receive an incident report
- preserve relevant Trip records
- review applicable platform information
- assist with communications
- support applicable investigation
- cooperate with lawful requests
- take appropriate platform action.
Nothing in DrLoop Go replaces responsibilities imposed by law on a Transportation Provider, Driver, vehicle operator or other responsible party.
Vehicle Breakdown or Trip Interruption
A Trip may occasionally be interrupted because of:
- Vehicle breakdown
- equipment issue
- collision
- operational problem
- safety concern
- another unexpected circumstance.
The Transportation Provider is responsible for taking steps applicable to its operational role.
Where supported, DrLoop and/or the Provider may attempt to coordinate next steps or alternative transportation.
DrLoop does not guarantee:
- immediate replacement transportation
- an identical Vehicle
- the same Provider
- the same ETA
- uninterrupted transportation.
Safety and the Rider's circumstances should guide the response.
Refunds and Billing Reviews
If you believe that a:
- Trip charge
- cancellation fee
- waiting charge
- no-show charge
- refund
- payment adjustment
was incorrect, you may request review through DrLoop's available support process.
DrLoop may review information reasonably relevant to the issue, including:
- Trip records
- applicable pricing
- timestamps
- cancellation terms
- Provider status
- payment records
- communications
- relevant operational information.
Depending on the circumstances and applicable law, a review may result in:
- confirmation of the charge
- adjustment
- partial refund
- full refund
- another appropriate outcome.
The DrLoop Go Cancellation & Refund Policy provides additional information.
Refund Processing
Where DrLoop approves a refund, the time required for the refund to appear may depend on:
- the payment processor
- card network
- financial institution
- payment method.
Approval of a refund does not necessarily mean the funds will appear instantly.
DrLoop will not represent a payment processor's processing period as being entirely within DrLoop's control.
Privacy
The DrLoop Go Privacy Notice explains how DrLoop collects, uses, discloses, retains and protects personal information.
DrLoop Go may process sensitive information, including where applicable:
- precise location
- Pickup and Destination
- transportation requirements
- accessibility information
- health-related transportation information.
Where a separate consent, choice or device permission is appropriate or required, DrLoop may request it in the relevant context.
Your acceptance of these Terms does not constitute blanket consent to every collection, use or disclosure of personal information and does not replace separate privacy choices required by applicable law.
Your acknowledgement of the Privacy Notice confirms that the applicable notice was presented to you; it does not independently waive your privacy rights.
Account and Data Deletion
You may request deletion of your DrLoop Go account through the deletion process made available by DrLoop.
Account deletion does not necessarily require immediate destruction of every historical record.
DrLoop may retain limited information where reasonably required or permitted for purposes such as:
- legal obligations
- transaction records
- financial records
- safety
- security
- fraud prevention
- disputes
- enforcement of applicable agreements
- privacy accountability.
Other organizations, including Transportation Providers or payment providers, may separately retain information under their own lawful responsibilities.
Additional information is provided in the DrLoop Go Account & Data Deletion information and the DrLoop Go Privacy Notice.
Security
You must use reasonable care to protect your DrLoop Go account.
You must not:
- attempt unauthorized access
- bypass security controls
- interfere with authentication
- exploit a vulnerability maliciously
- obtain another person's information without authority
- distribute malicious software
- compromise DrLoop systems.
If you discover a suspected security issue, report it through an appropriate DrLoop channel rather than exploiting it or exposing another person's information.
Prohibited Use
You may not use DrLoop Go to:
- commit fraud
- create knowingly false Trips
- intentionally interfere with another person's Trip
- misuse payment methods
- impersonate another person
- misuse Provider or Driver information
- access personal or health information without authorization
- manipulate Trip status
- manipulate payment information
- introduce malicious code
- scrape protected information through unauthorized means
- use automated systems to abuse the service
- threaten or harm another person
- violate applicable law.
Account Restrictions, Suspension and Deactivation
DrLoop may restrict, suspend or deactivate access where reasonably necessary because of circumstances such as:
- serious safety concerns
- fraud
- account compromise
- security abuse
- serious or repeated violations of these Terms
- Community Guidelines violations
- unauthorized access
- unlawful activity
- legal requirements
- material risk to Riders, Providers, Drivers or DrLoop systems.
Where appropriate, DrLoop may apply temporary protective restrictions while an issue is reviewed.
A temporary safety or security restriction does not necessarily constitute a final determination of wrongdoing.
Nothing in this section limits rights or procedures that applicable law requires.
Community Guidelines
The DrLoop Community Guidelines form part of the standards applicable to use of DrLoop Go where incorporated into these Terms.
They address matters including:
- respect
- safety
- harassment
- discrimination
- Rider and Patient dignity
- privacy
- fraud
- appropriate communications
- good-faith reporting.
Serious or repeated violations may result in appropriate action.
Third-Party Services
DrLoop Go may rely on or interact with third-party services supporting functionality such as:
- payment processing
- mapping
- routing
- authentication
- communications
- infrastructure
- application distribution.
Third-party services may have their own applicable terms and privacy practices.
DrLoop is not responsible for an independent third party's acts or services beyond responsibilities that applicable law imposes on DrLoop or does not permit DrLoop to exclude.
Intellectual Property and Limited Licence
DrLoop Go, including its:
- name
- trademarks
- software
- interface
- graphics
- designs
- text
- original content
- features
- technology
is owned by DrLoop Inc. or its applicable licensors.
Subject to these Terms, DrLoop grants you a limited, personal, revocable, non-exclusive and non-transferable right to use DrLoop Go for its intended lawful purposes.
You may not, except as permitted by law or authorized by DrLoop:
- copy
- sell
- sublicense
- commercially exploit
- reverse engineer
- misuse
DrLoop intellectual property.
These Terms do not transfer ownership of DrLoop intellectual property to you.
Feedback
If you voluntarily provide:
- ideas
- suggestions
- comments
- product feedback
to DrLoop, you authorize DrLoop to use that feedback for legitimate business, service and product-development purposes without an obligation to compensate you, unless otherwise agreed in writing.
Do not provide confidential information belonging to another person or organization through general feedback.
App Updates and Availability
DrLoop may update DrLoop Go to:
- introduce or modify features
- improve performance
- improve safety
- address security
- maintain compatibility
- correct errors
- address legal or operational requirements.
Certain updates may be required to continue using DrLoop Go.
DrLoop does not guarantee that the App will always be:
- uninterrupted
- error-free
- available in every location
- compatible with every device.
Availability may be affected by:
- maintenance
- network conditions
- service-provider outages
- security events
- technical issues
- circumstances outside DrLoop's reasonable control.
If transportation has already been confirmed, applicable Provider or support procedures may continue to apply even where DrLoop Go temporarily becomes unavailable.
For an emergency, do not rely on DrLoop Go availability.
No Guarantee of a Particular Transportation Outcome
To the extent permitted by law, DrLoop does not guarantee:
- that transportation will always be available
- that every request will be fulfilled
- a particular Provider
- a particular Driver
- a particular Vehicle
- an exact ETA
- uninterrupted tracking
- an exact travel time
- immediate replacement transportation
- a particular medical or health outcome.
Nothing in this section removes a right, warranty or remedy that cannot lawfully be excluded.
Disclaimers
DrLoop Go is provided as a technology service supporting non-emergency transportation coordination.
To the maximum extent permitted by applicable law, DrLoop does not make warranties concerning DrLoop Go or the availability of transportation beyond warranties expressly provided by DrLoop or required by law.
Information concerning:
- availability
- ETA
- route
- estimated pricing
- Vehicle position
- Provider availability
may change as operational circumstances change.
Nothing in these Terms excludes statutory warranties, conditions, guarantees or consumer protections that cannot legally be excluded.
Limitation of Liability
To the maximum extent permitted by applicable law, DrLoop will not be liable for indirect, incidental, special or consequential losses arising solely from the use of or inability to use DrLoop's technology where such liability may lawfully be limited.
DrLoop does not exclude or limit liability where doing so is prohibited by applicable law.
Nothing in these Terms is intended to:
- eliminate responsibility for DrLoop's own conduct where liability cannot lawfully be excluded
- waive mandatory consumer rights
- remove rights arising under applicable law that cannot be waived.
Transportation Provider responsibilities remain subject to the Provider's applicable legal and operational obligations.
Nothing in this section should be interpreted as relieving a Transportation Provider of responsibility that applicable law assigns to that Provider.
Your Responsibility for Unlawful Misuse
You may be responsible for losses or costs resulting from your own intentional:
- fraud
- unlawful conduct
- malicious interference with DrLoop systems
- unauthorized use of another person's account
- deliberate misuse of another person's information
to the extent permitted by applicable law.
Nothing in this section creates liability merely because a user made a good-faith error.
Consumer Rights
These Terms do not restrict any consumer right or remedy that cannot legally be restricted or waived.
Where applicable consumer-protection law provides rights concerning matters such as:
- pre-contract disclosure
- opportunity to review information
- opportunity to correct errors
- express acceptance or rejection
- contract confirmation
- cancellation
- refund
- misleading representations
- other consumer remedies,
those statutory rights continue to apply.
A DrLoop policy, Provider term or contractual provision does not override mandatory consumer law.
Where these Terms conflict with a mandatory legal requirement, the mandatory legal requirement applies.
Additional DrLoop Documents
The following DrLoop documents may apply to your use of DrLoop Go:
DrLoop Go Cancellation & Refund Policy
This policy may form part of the terms governing applicable Trip cancellations, fees and refunds.
DrLoop Community Guidelines
These Guidelines establish conduct standards applicable to use of DrLoop services where incorporated.
DrLoop Go Privacy Notice
This Notice describes DrLoop's handling of personal information. Acceptance of these Terms does not replace separate consent or privacy choices required by law.
DrLoop Go Safety & Emergency Information
This document provides important safety and emergency information.
DrLoop Go Account & Data Deletion
This document explains the applicable account and data-deletion process.
Trip-Specific and Provider-Specific Terms
A particular Trip may include additional terms concerning matters such as:
- price
- cancellation
- waiting
- no-show
- Vehicle
- Provider
- transportation requirements.
Material Trip-specific terms will be presented where applicable.
For a specific Trip, applicable mandatory law takes priority.
Subject to mandatory law, Trip-specific terms properly disclosed and accepted for that Trip may supplement these Terms.
A Trip-specific term does not modify these Terms for unrelated Trips unless expressly stated.
Order of Precedence
Where provisions genuinely conflict, the following principles apply:
- mandatory applicable law prevails;
- properly disclosed and accepted Trip-specific terms govern the specific Trip matter to which they relate;
- applicable cancellation terms govern cancellation and refund matters for the specific Trip;
- these Terms govern general use of DrLoop Go.
The DrLoop Go Privacy Notice governs DrLoop's description of personal-information practices and applicable privacy rights rather than serving as blanket contractual consent.
Changes to These Terms
DrLoop may update these Terms as:
- DrLoop Go changes
- services change
- applicable law changes
- operational requirements change
- risk or security requirements change.
The current Terms will display:
- Effective Date
- Last Updated date
- applicable version.
Where a change is material and renewed agreement is required or appropriate, DrLoop may require you to review and accept the new version before continuing to use applicable DrLoop Go functionality.
Acceptance of an earlier version will not be treated as acceptance of a materially different later version where renewed acceptance is required.
Historical acceptance records may be retained for legitimate legal and accountability purposes.
Electronic Acceptance
DrLoop may require these Terms to be accepted electronically.
The acceptance process may require you to:
- open the applicable Terms
- be presented with the full applicable version
- reach the end of the displayed document
- return to the acceptance screen
- affirmatively select the applicable agreement checkbox
- select Agree & Continue.
Reaching the end of a displayed document does not allow DrLoop to determine whether you mentally read or understood every word.
DrLoop may record that:
- the document was presented
- the document was opened
- the end of the document was reached
- the applicable acceptance control was selected
- the Terms were electronically accepted.
Electronic acceptance may be recorded with information such as:
- authenticated account identifier
- document identifier
- Terms version
- document content hash
- acceptance date and time
- App version
- platform
- applicable session or system information.
These records are intended to identify the version of the Terms presented and electronically accepted.
DrLoop does not require a handwritten signature merely because an agreement is completed electronically, unless a different form of agreement is required for a particular transaction.
Privacy Notice Acknowledgement
DrLoop may separately ask you to acknowledge that you have been presented with and reviewed the DrLoop Go Privacy Notice.
A Privacy Notice acknowledgement is different from accepting these Terms.
An acknowledgement of the Privacy Notice:
- confirms presentation or review of the notice
- does not constitute blanket consent to all personal-information processing
- does not replace contextual consent where required
- does not replace operating-system permissions
- does not waive privacy rights.
Records and Historical Versions
Where DrLoop maintains electronic acceptance records, the record may remain associated with the exact version of the Terms accepted.
DrLoop may preserve historical versions and related acceptance evidence for legitimate:
- legal
- compliance
- contractual
- fraud-prevention
- dispute-resolution
- accountability
purposes.
Publishing a new Terms version does not rewrite the historical version previously accepted.
Assignment and Account Transfer
Your DrLoop Go account is personal to you unless DrLoop expressly permits another arrangement.
You may not sell or transfer your account or legal acceptance record to another person.
DrLoop may transfer or assign its rights or obligations in connection with a legitimate corporate transaction, restructuring or transfer of the DrLoop business, subject to applicable law.
Any handling of personal information associated with such a transaction remains subject to applicable privacy requirements.
Severability
If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the minimum extent necessary where permitted, and the remaining provisions will continue to apply.
No Waiver
If DrLoop does not immediately enforce a provision of these Terms, that does not necessarily mean DrLoop has waived the right to enforce that provision later.
A waiver applies only to the extent lawfully and actually given.
Governing Law
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.
This provision is subject to any mandatory:
- consumer-protection
- jurisdictional
- privacy
- human-rights
- other legal rights
that apply to you and cannot lawfully be excluded or altered by contract.
Entire Agreement
These Terms, together with applicable policies and Trip-specific terms properly incorporated into or presented with them, form the agreement governing your use of DrLoop Go except where another written agreement expressly applies.
Nothing in this section limits mandatory rights arising under applicable law.
Contact
Questions about DrLoop Go or these Terms may be directed to:
DrLoop Inc. info@drloop.ca
Privacy questions or requests should be directed through the privacy contact or process identified in the DrLoop Go Privacy Notice.
Questions relating to a specific Trip should use the support options associated with that Trip where available.
Please do not send unnecessary Patient or medical information through ordinary email.
For an immediate emergency or immediate danger, contact the appropriate local emergency service.