Policies & Procedures | MOTIV Transportation

Booking & Scheduling

Rides should be booked at least 24-48 hours in advance. Same-day requests are accommodated based on availability. All ride details (pickup address, destination, appointment time) must be confirmed at the time of booking.

Book by phone at (612) 445-6714 or through our online form
Email requests accepted at support@motivatingmobility.com
Provide accurate pickup and drop-off addresses
Include your appointment time so we can plan accordingly
Let us know about any mobility needs or special requirements
Recurring rides can be scheduled for regular medical appointments

Cancellation & No-Show Policy

Cancellations must be made at least 2 hours before the scheduled pickup. Late cancellations and no-shows affect our ability to serve other passengers and may result in fees or reduced booking priority.

Cancel by calling (612) 445-6714
Cancellations with less than 2 hours notice are considered late cancellations
Late cancellations may be subject to a cancellation fee for private-pay rides
Repeated no-shows may result in temporary service restrictions
Three or more no-shows within 30 days may require advance payment for future bookings
We understand emergencies happen — please communicate as early as possible

Wait Time Policy

Drivers will wait up to 10 minutes past the scheduled pickup time. If you are not ready within that window, the trip may be marked as a no-show.

Be ready at least 10 minutes before your scheduled pickup
A 10-minute grace period is provided at no additional charge
Wait time beyond 10 minutes may incur overage charges for private-pay rides
For return trips, call us when your appointment is wrapping up
If running late, contact us immediately so we can adjust

Passenger Safety & Conduct

For the safety and comfort of all passengers and drivers, we ask that you follow these guidelines:

Seatbelts must be worn at all times — no exceptions
Smoking, vaping, and consumption of alcohol or drugs are strictly prohibited in the vehicle
No weapons of any kind are allowed in the vehicle
Passengers who pose a safety risk to themselves or the driver may be refused service
Treat your driver and fellow passengers with respect and courtesy
Verbal or physical abuse toward drivers will result in immediate service termination
Children must be in appropriate car seats (please notify us in advance)

Billing & Payment

MOTIV accepts Medical Assistance (MA) for eligible rides. Private-pay options are available for all passengers. Contact us for a personalized quote based on your trip details.

MA-covered rides are billed directly to the program — no out-of-pocket cost for eligible trips
Private-pay quotes are based on distance, trip type, and service level
Call (612) 445-6714 or fill out our online form to request a quote
Payment is due at the time of service for private-pay rides
We accept cash, check, and major credit/debit cards
Invoicing available for facilities and healthcare providers with approved accounts

Privacy & Confidentiality

MOTIV is committed to protecting your personal and health information in compliance with HIPAA and Minnesota state privacy laws.

All passenger information is kept strictly confidential
Personal health information (PHI) is only used for scheduling and providing transportation
We do not share, sell, or disclose your information to third parties without consent
All drivers and staff are trained on HIPAA compliance and confidentiality requirements
Electronic records are secured with industry-standard encryption
You may request to review or update your personal information at any time

Vehicle & Driver Standards

Safety is our number one priority. Every aspect of our service is designed with your well-being in mind.

All drivers are CPR certified, licensed, and background-checked
Drivers undergo regular drug and alcohol screening
Drivers are trained in patient sensitivity, first aid, and compassionate care
All vehicles are regularly inspected, cleaned, and maintained to Minnesota NEMT standards
Vehicles are equipped with first aid kits and safety equipment
We maintain full commercial insurance coverage on every vehicle
Vehicle inspections are conducted before every shift

Accessibility

MOTIV is committed to providing accessible transportation for all passengers, including those with mobility challenges.

Wheelchair-accessible vehicles (WAV) are available — please request when booking
Stretcher transport available for non-ambulatory passengers
Service animals are always welcome at no additional charge
Drivers provide door-to-door assistance including help entering and exiting the vehicle
We accommodate mobility devices including walkers, wheelchairs, and scooters
Please let us know about any specific accessibility needs when booking so we can assign the right vehicle

Complaints & Feedback

We welcome your feedback and take all complaints seriously. Your input helps us improve our service for everyone.

Call (612) 445-6714 to file a complaint or provide feedback
Email support@motivatingmobility.com
Use our online complaint form on our homepage
All complaints are reviewed and responded to within 48 hours
We document and track all feedback to identify areas for improvement
You may also file a complaint with the Minnesota Department of Human Services