Joyner Mobility — Terms & Conditions
Joyner Mobility provides non-emergency medical transportation, accessible/wheelchair-accessible transport, and mobility-assistance ground transportation services ("Mobility Services") for individuals who require accessible vehicles or additional assistance, booked through Joyner's website, mobile application, call center, or contracted healthcare and managed-care partners. These Terms govern your use of Mobility Services.
1. Acceptance of Terms
These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("Customer," "User," "you," or "your") and Joyner Transportation & Logistic Services LLC, a Georgia limited liability company with its principal place of business in Atlanta, Georgia ("Joyner," "Company," "we," "us," or "our"), governing your access to and use of Joyner Mobility (the "Service").
By accessing, registering for, booking, requesting, or otherwise using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any service-specific addenda referenced herein. If you do not agree to these Terms, you must not access or use the Service.
If you are using the Service on behalf of a business, organization, or other entity, you represent that you have authority to bind that entity, and "you" and "your" will refer to that entity.
2. Eligibility
You must be at least 18 years of age and capable of forming a legally binding contract to use the Service. By using the Service, you represent and warrant that you meet these requirements and that all information you provide to Joyner is accurate, current, and complete.
Where Mobility Services are arranged through a healthcare payer, managed care organization, or facility on your behalf, that arranging party's authorization and any applicable program rules apply in addition to these Terms.
Joyner reserves the right to refuse service, suspend, or terminate accounts at its sole discretion, including for violation of these Terms, fraudulent activity, or safety concerns.
3. Bookings, Pricing & Payment
3.1 Booking
Mobility Services may be booked directly by you, your authorized representative, a caregiver, a healthcare facility, or a managed-care/payer partner on your behalf. Bookings should specify any mobility equipment (wheelchair, scooter, stretcher), assistance needs, and accompanying companion or caregiver. Joyner will make commercially reasonable efforts to accommodate equipment and assistance needs disclosed at booking; undisclosed needs may result in delay, additional charges, or inability to complete the trip safely.
3.2 Pricing & Payment
Fares depend on vehicle type (ambulatory, wheelchair-accessible, stretcher-capable), distance, and any required attendant. Where services are billed to a healthcare payer or managed-care organization, payment terms are governed by the applicable payer agreement; Customer remains responsible for any portion not covered by the payer, including copays, deductibles, or denied claims, unless otherwise agreed in writing.
All prices are quoted in U.S. Dollars unless otherwise stated and are exclusive of applicable taxes, tolls, surcharges, and fees unless expressly indicated otherwise. Joyner reserves the right to modify pricing at any time, provided that changes will not affect bookings already confirmed.
3.3 Cancellations & Refunds
Cancellations made at least two (2) hours before scheduled pickup are eligible for a full refund (where self-pay) or will not be billed to the payer. Late cancellations or no-shows may be charged the full fare or reported to the arranging payer in accordance with applicable program rules.
No-shows, late cancellations outside the applicable window, and failure to be available at the designated pickup or service location may result in forfeiture of payment, in whole or in part, at Joyner's discretion.
4. Mobility Equipment & Assistance
Joyner drivers providing Mobility Services are trained in the safe securement of wheelchairs, scooters, and other mobility devices and in providing reasonable physical assistance for boarding and disembarking, consistent with applicable safety standards. Customer or their representative is responsible for ensuring mobility equipment is in safe operating condition. Joyner reserves the right to decline transport of equipment that, in the driver's reasonable judgment, cannot be safely secured.
Mobility Services are not emergency medical transport and do not include medical monitoring, clinical care, or paramedic-level services. If you have a medical emergency, call 911 or your local emergency number immediately.
5. Customer Conduct & Responsibilities
When using the Service, you agree that you will not:
- Misrepresent your mobility, medical, or assistance needs in a way that compromises safe transport
- Bring prohibited, hazardous, or illegal items aboard the vehicle
- Engage in conduct that threatens the safety of the driver, other passengers, or the public
- Request transport to or from a location that the driver reasonably determines is unsafe to access
Joyner reserves the right to refuse or terminate service to any individual who violates these conduct standards, endangers the safety of personnel, other passengers, cargo, or property, or engages in unlawful conduct, without obligation to refund amounts paid.
6. Insurance & Limitation of Liability
6.1 Insurance
Joyner maintains commercial automobile liability insurance for its accessible and non-emergency medical transport operations in amounts meeting or exceeding applicable state requirements for non-emergency medical transportation (NEMT) providers, and maintains driver training records consistent with applicable accessible-transport standards.
6.2 Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, JOYNER'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO PERSONAL INJURY, PROPERTY DAMAGE, OR LOSS ARISING FROM MOBILITY SERVICES SHALL NOT EXCEED the limits of Joyner's applicable commercial automobile liability insurance policy in effect at the time of the incident.
IN NO EVENT SHALL JOYNER BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOST BUSINESS, LOST DATA, OR BUSINESS INTERRUPTION, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, EVEN IF JOYNER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
These limitations do not apply to liability that cannot be limited or excluded under applicable law, including liability for death or bodily injury caused by Joyner's gross negligence or willful misconduct.
6.3 Disclaimer of Warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. JOYNER DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.
7. ADA & Accessibility Commitment
Joyner is committed to providing accessible transportation in a manner consistent with the Americans with Disabilities Act (ADA) and applicable state accessibility laws. Joyner does not discriminate against individuals with disabilities and will make reasonable accommodations in vehicle assignment and service delivery. Concerns regarding accessibility may be directed to legal@myjoyner.com.
8. Indemnification
You agree to indemnify, defend, and hold harmless Joyner, its parent, subsidiaries, affiliates, and their respective officers, directors, employees, contractors, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your breach of these Terms; (b) your violation of any law or third-party right; (c) your medical condition, mobility equipment, or conduct while using Mobility Services; or (d) your negligent or willful misconduct in connection with the Service.
9. Independent Contractor Status
Drivers, operators, and service personnel performing Mobility Services may be Joyner employees, independent contractors, or personnel of third-party carriers and partners, depending on the market and assignment. Where service is performed by an independent contractor, nothing in these Terms creates an employment, agency, joint venture, or partnership relationship between Joyner and such contractor, or between Joyner and the Customer with respect to that contractor's actions. Joyner requires all contracted personnel to maintain applicable licensure, insurance, and compliance with safety standards, but does not guarantee the conduct of independent third parties beyond applicable law.
10. Health Information & Privacy
As of the effective date of these Terms, Joyner provides Mobility Services primarily on a self-pay/private-pay basis and does not currently operate under a contract with a Medicaid managed care organization or NEMT broker. If and when Joyner enters into a contract with a healthcare payer, managed care organization, or NEMT broker to provide Mobility Services on a referred or billed basis, Joyner will, prior to handling protected health information in connection with that relationship, execute a HIPAA Business Associate Agreement or equivalent data-handling agreement with that payer/broker, and will handle any health information received in connection with such referrals in accordance with that agreement, applicable privacy law, and the Joyner Privacy Policy.
11. Intellectual Property
All content, trademarks, logos, software, and materials associated with the Service, including the "Joyner" name and marks, are the property of Joyner Transportation & Logistic Services LLC or its licensors and are protected by intellectual property laws. Nothing in these Terms grants you any right, title, or interest in such property except a limited, non-exclusive, non-transferable, revocable license to use the Service for its intended purpose.
12. Term & Termination
These Terms remain in effect for as long as you use the Service. Joyner may suspend or terminate your access to the Service at any time, with or without cause or notice, including for breach of these Terms, non-payment, safety concerns, or suspected fraud. You may stop using the Service at any time. Provisions of these Terms that by their nature should survive termination (including limitation of liability, indemnification, dispute resolution, and intellectual property provisions) will survive.
13. Dispute Resolution; Binding Arbitration
13.1 Agreement to Arbitrate
You and Joyner agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Service, including the determination of the scope or applicability of this agreement to arbitrate, shall be resolved exclusively through final and binding arbitration, rather than in court, except that either party may bring an individual action in small claims court.
The arbitration will be administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules (or, where applicable, its Consumer Arbitration Rules), as then in effect. The arbitration will be conducted by a single arbitrator and will take place in Fulton County, Georgia, unless the parties agree otherwise or applicable law requires a different venue. Judgment on the arbitration award may be entered in any court having jurisdiction.
13.2 Class Action Waiver
YOU AND JOYNER AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING.
The arbitrator may not consolidate more than one person's claims and may not otherwise preside over any form of a representative or class proceeding. If this class action waiver is found unenforceable as to a particular claim or dispute, that claim or dispute will be resolved in court, and the remainder of this arbitration agreement will remain in effect.
13.3 Opt-Out Right
You may opt out of this arbitration agreement by sending written notice to legal@myjoyner.com within thirty (30) days of first accepting these Terms. Your notice must include your name, account information, and a clear statement that you wish to opt out of arbitration. If you opt out, all disputes will be resolved in accordance with Section 14 (Governing Law) through the courts identified therein.
14. Governing Law
These Terms and any dispute arising out of or related to them or the Service shall be governed by the laws of the State of Georgia, without regard to its conflict-of-laws principles, except to the extent governed by the Federal Arbitration Act with respect to the Dispute Resolution section above. To the extent any matter is not subject to arbitration, the parties consent to the exclusive jurisdiction and venue of the state and federal courts located in Fulton County, Georgia.
15. Force Majeure
Joyner shall not be liable for any delay or failure to perform resulting from causes outside its reasonable control, including acts of God, natural disasters, weather, traffic conditions, road closures, governmental action, labor disputes, civil unrest, pandemic, fuel shortages, equipment failure, or other events of force majeure.
16. General Provisions
16.1 Modifications
Joyner may revise these Terms from time to time. Material changes will be communicated via the Service, email, or posting an updated effective date. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.
16.2 Severability
If any provision of these Terms is held invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.
16.3 Waiver
No waiver of any provision of these Terms shall be deemed a further or continuing waiver of such provision or any other provision.
16.4 Assignment
You may not assign or transfer these Terms or any rights hereunder without Joyner's prior written consent. Joyner may assign these Terms without restriction, including in connection with a merger, acquisition, or sale of assets.
16.5 Entire Agreement
These Terms, together with any referenced policies and service-specific addenda, constitute the entire agreement between you and Joyner regarding the Service and supersede all prior agreements and understandings.
16.6 Notices
Notices to Joyner should be sent to legal@myjoyner.com or to Joyner Transportation & Logistic Services LLC, Atlanta, Georgia. Joyner may provide notices to you via the contact information associated with your account.
16.7 Contact
Questions about these Terms may be directed to legal@myjoyner.com.