Terms of service

These terms cover transportation, rider-facing website tools, and ride updates provided under the Aurora Logistics name. Aurora coordinates non-emergency transportation for riders, families, and organizations arranging transportation on a rider’s behalf.

Aurora is not an emergency ambulance service and does not provide medical diagnosis or treatment. For an emergency, call 911. Service availability depends on the authorized trip, service area, vehicle, driver, and assistance required.

When you request, confirm, or use Aurora transportation after having an opportunity to review these terms, you agree to the terms applicable to that service. A booking organization’s agreement and applicable coverage rules also apply. These terms do not replace mandatory rider rights or the booking organization’s transportation authorization.

A health plan, transportation coordinator, care facility, family member, or other authorized representative may arrange a trip for you. The person arranging the trip must have authority to provide the rider’s details and any contact number, and to request the service on the rider’s behalf.

A trip-log phone number may belong to the rider or an authorized contact. Tell Aurora if the number is wrong, shared, no longer in use, or unable to receive texts. A person providing someone else’s number must have permission to use it for the requested transportation communication.

Tell Aurora and, when required, the booking organization about changes to your appointment, pickup, destination, assistance needs, or contact details. A requested change is not confirmed until Aurora verifies the trip and available service.

Review the pickup location, destination, service date, and pickup instructions before your ride. An appointment time is the time you need to be at your destination; it is not necessarily your pickup time. Aurora may coordinate an earlier pickup to allow for travel.

Driver arrival times and map estimates are estimates. Traffic, weather, earlier trips, accessibility needs, GPS availability, and road conditions can change them. An “on the way” notice or “driver outside” message helps you coordinate pickup; it does not guarantee an exact arrival time.

For a return ride without a fixed pickup time, tell Aurora when you are ready. Office confirmation is still needed to coordinate the assigned driver. A lack of response to a message does not automatically cancel a ride.

Tell Aurora about wheelchair use, mobility equipment, an escort, a service animal, or other assistance needs when arranging the trip. Wheelchair transportation requires a suitable accessible vehicle, compatible equipment, and a driver assigned for that service.

Follow the driver’s safe boarding and seating instructions. Seat belts, wheelchair securement, and applicable occupant restraints must be in place before the vehicle moves. Tell the driver about any discomfort or equipment concern before departure.

If the assigned vehicle or assistance does not meet your needs, contact Aurora so the office can coordinate an appropriate arrangement. These terms do not limit accessibility or service-animal rights protected by applicable law.

Check the assigned vehicle and, when supplied, the driver’s name and license plate before boarding. Follow reasonable safety instructions, keep required restraints fastened, and avoid distracting the driver.

Riders, representatives, and Aurora staff are expected to treat each other respectfully. Smoking, threats, harassment, and conduct that creates an immediate safety risk are not permitted in the vehicle.

Children and riders needing supervision must travel with the appropriate authorized adult, escort, or arrangements required for the trip. Discuss these needs before pickup. The office will coordinate the next step if safe transportation cannot proceed.

You may request cancellation at any time, including after confirming or on the day of the trip. Contact the Aurora office, or, if you receive Aurora text updates, reply CANCEL TRIP or use the cancellation reply option in the message. Please notify us the day before when possible, so a driver does not make an unnecessary trip.

A message acknowledging your request means Aurora received it. The office may need to update or obtain confirmation from the organization that booked the trip. Do not assume the organization’s trip has been formally cancelled until cancellation is confirmed.

STOP stops text messages; it does not cancel transportation. Not answering a call or text also does not cancel transportation. These terms do not create a two- or three-hour cancellation cutoff or an automatic rider cancellation fee.

Aurora’s transportation messaging program provides service-related updates, such as ride confirmations, reminders, driver arrival estimates, driver-outside notices, return-readiness questions, schedule changes, cancellation-request responses, and optional ride feedback. Messages are identified as Aurora Logistics.

Choosing to receive these messages authorizes Aurora to send transportation updates to the mobile number you approve. An authorized contact may approve updates to a number they are authorized to use. Aurora records the applicable permission; simply receiving a link to these terms does not record an SMS opt-in.

SMS participation is optional and is not a condition of transportation. You do not need to approve every individual update or install an app. Message frequency varies with your trips and replies. Message and data rates may apply.

Reply HELP for help or STOP to stop texts. After opting out, use the office telephone to coordinate your ride. Resuming messages requires a new approved opt-in. A request to stop texts is separate from a cancellation request.

Aurora may use calls for transportation coordination. Automated calls, when available and authorized, have a separate communication preference and permission process. Texts, calls, and notifications depend on carrier and system availability and may be delayed or undelivered. Contact the office for urgent trip issues.

An eligible rider or authorized contact may receive a private link showing the assigned driver, vehicle, trip status, arrival estimate, and vehicle location for that trip. Anyone holding the link may be able to view the information while it is active. Share it only with a trusted, authorized person.

Location appears only when a current update is available for the assigned trip. GPS may pause when the driver’s phone loses service, closes the website, or locks. An unavailable or stale location is not proof that the vehicle is stationary or that the ride has been cancelled.

Links have a limited lifetime and may become unavailable when a trip ends, is cancelled, changes assignment, or no longer meets access requirements. A ride link does not give access to other riders’ trips or private driver employment records. Our privacy policy explains how trip and location information is used.

Aurora maintains operational records such as assigned trips, pickup and drop-off events, messages, replies, and service documentation. A rider or authorized signer may be asked to sign on the driver’s phone or through a private signature link where available.

Review the information before signing and identify the signer’s role accurately. A service signature documents the applicable trip; it is not a separate SMS opt-in. If the rider cannot sign or a record is inaccurate, notify the driver or office so the applicable documentation procedure can be followed.

Avoid sending diagnoses, member identifiers, Social Security numbers, or detailed medical information by ordinary text or email. Use the appropriate private process when Aurora needs sensitive information.

For rides arranged or funded by another organization, authorization, eligibility, and payment are governed by that organization’s rules and agreement with Aurora. A ride notification is not a bill and does not make you personally responsible for the organization’s payment to Aurora.

For an agreed private-pay service, the price and any applicable charges must be disclosed and agreed before booking. These website terms do not set a fare, mileage rate, cancellation charge, or new payment obligation. Ask Aurora if you are unsure who arranged or is paying for your trip.

Use Aurora’s rider tools only for the intended transportation service. Do not try to access another person’s private trip, share private links publicly, misuse accounts, or interfere with the website or communications.

Our privacy policy describes the use of rider contact information, trip records, messaging permissions, and location information. Maps and message delivery may involve service providers. Aurora’s terms apply to Aurora’s service, not to a separate provider’s products.

Aurora may update these terms and display a new revision date. Material changes will be communicated through an appropriate channel when required. Changes do not create past consent, remove an opt-out, or retroactively add a payment obligation. Applicable law and mandatory consumer and rider protections continue to apply.