Joyner Mobility — Rider Policy

1. Acceptance of Terms

This Rider Policy ("Policy") governs the use of Joyner Mobility non-emergency medical transportation ("NEMT") and assisted transportation services ("Mobility Services") by passengers ("Rider," "you," or "your"). By booking or using Mobility Services, you agree to be bound by this Policy, the Joyner Master Terms & Conditions, the Assisted Transportation Disclaimer, and the Medical Liability Disclaimer, all of which are incorporated herein by reference. If you are booking on behalf of a rider who cannot book independently, you represent that you are authorized to agree to these terms on the rider's behalf.

2. Service Description

Joyner Mobility provides non-emergency ground transportation for individuals who require assisted transportation due to age, disability, medical condition, or mobility impairment. Joyner Mobility services include:

• Ambulatory transport for individuals who can walk with minimal assistance
• Wheelchair-accessible vehicle (WAV) transport for individuals using manual or powered wheelchairs
• Stretcher transport where available and pre-arranged
• Door-to-door and door-through-door assisted transport (see Section 5 for scope of physical assistance)
• Accompaniment by a trained driver or CNA for qualifying trips, where arranged in advance

Joyner Mobility provides non-emergency transportation only. Joyner Mobility is not an ambulance service and is not equipped or staffed to respond to medical emergencies. In the event of a medical emergency, call 911 immediately.

3. Booking Requirements

Mobility Services must be booked in advance through the Joyner mobile app, by phone through the Joyner Mobility dispatch center, or through an authorized healthcare facility or managed care organization ("MCO") that has contracted with Joyner. To ensure appropriate vehicle and staffing assignment, the following information must be provided at the time of booking:

• Rider's full name, date of birth, and contact number
• Pickup address and destination address
• Appointment time and return trip requirements (if applicable)
• Mobility assistance needs: ambulatory, wheelchair (manual or powered), or stretcher
• Wheelchair or mobility device dimensions and weight (for WAV bookings)
• Whether a companion or caregiver will accompany the rider
• Any medical equipment or oxygen the rider will bring
• Any behavioral, cognitive, or communication considerations relevant to safe transport
• Insurance or MCO authorization information (for Medicaid or managed care-funded trips)

Joyner reserves the right to decline or cancel a booking if the rider's transportation needs exceed Joyner Mobility's service capabilities, for the rider's safety.

4. Rider Eligibility

Joyner Mobility services are available to any individual who requires assisted transportation. Riders who present with acute medical conditions requiring emergency care, active communicable disease presenting a risk of transmission during transport, or behavioral conditions that pose a safety risk to the driver or other occupants may be declined service or transported with additional precautions. Joyner's drivers are not qualified to assess or diagnose medical conditions and will exercise reasonable judgment in the interest of rider and driver safety.

5. Scope of Physical Assistance

Joyner Mobility drivers and CNAs are trained to provide the following levels of physical assistance, based on the service level booked:

• Curb-to-curb: Driver picks up and drops off at the curb; no physical assistance inside the origin or destination building
• Door-to-door: Driver assists the rider from the entrance of the origin building to the vehicle, and from the vehicle to the entrance of the destination building
• Door-through-door: Driver or CNA assists the rider from inside the origin building (e.g., from their apartment or room) through to inside the destination building (e.g., to the medical waiting room)

Physical assistance does not include: lifting riders who cannot bear any weight; administering medications; performing clinical assessments or medical procedures; or providing care that requires a licensed healthcare professional. See the Assisted Transportation Disclaimer for full scope limitations.

6. Companion Policy

Riders may be accompanied by one (1) companion or caregiver at no additional charge, space permitting. The companion must be disclosed at the time of booking. Additional companions may be accommodated at Joyner's discretion based on vehicle capacity. Companions are subject to this Rider Policy and the Joyner Community Guidelines.

Personal care attendants (PCAs) or CNAs hired by the rider to accompany them during transport may travel in the vehicle at no additional charge and are responsible for providing any clinical care or personal assistance beyond the scope of Joyner's drivers.

7. Medical Equipment & Mobility Devices

Riders may bring the following medical equipment and mobility devices:

• Manual or powered wheelchairs (within WAV weight and dimension limits)
• Walkers, canes, and rollators
• Portable oxygen concentrators and oxygen tanks (must be disclosed at booking)
• CPAP or BiPAP machines in carry-on cases
• Other personal medical equipment that fits within the vehicle without modification

Joyner's drivers will secure wheelchairs and mobility devices in accordance with applicable FMCSA and ADA securement standards. Riders or their caregivers are responsible for ensuring that portable medical equipment is in safe operating condition and properly maintained. Joyner is not responsible for damage to or malfunction of rider-supplied medical equipment.

8. Rider Conduct

Riders and their companions are expected to treat Joyner drivers and CNAs with respect and dignity, consistent with the Joyner Community Guidelines. The following conduct is prohibited during Mobility Services:

• Verbal abuse, threats, or physical aggression toward the driver, CNA, or other vehicle occupants
• Smoking, vaping, or use of tobacco or cannabis products in the vehicle
• Consuming alcohol in the vehicle
• Bringing prohibited items, including firearms or weapons, into the vehicle
• Directing the driver to violate traffic laws or safety regulations
• Soiling or damaging the vehicle (cleaning fees apply for soiling incidents)

Joyner reserves the right to terminate a trip and decline future service to any rider who engages in conduct that poses a safety risk to the driver or violates these conduct standards.

9. No-Show & Cancellation Policy

Riders or their booking contacts must cancel scheduled trips at least two (2) hours before the scheduled pickup time to avoid a no-show or late cancellation fee. If a rider is not present at the pickup location within ten (10) minutes of the driver's arrival, the trip may be marked as a no-show. No-show and late cancellation fees are subject to the applicable rate in the service order or, for Medicaid-funded trips, the applicable MCO billing policy.

Repeated no-shows may result in a requirement for advance payment for future bookings or, in cases of habitual no-shows, suspension of Joyner Mobility booking privileges.

10. Medicaid & Insurance-Funded Trips

Joyner Mobility accepts Medicaid NEMT authorization and managed care organization (MCO) trip authorizations for eligible riders. Riders whose trips are funded through Medicaid or an MCO must provide valid authorization information at the time of booking. Joyner bills the applicable payer directly for authorized trips. Riders are responsible for any trip costs not covered by their payer, including costs for trips that exceed the authorized scope, non-authorized destinations, or services not covered under the rider's benefit plan.

11. Liability

Joyner Mobility carries commercial automobile liability insurance meeting applicable state NEMT requirements. Joyner's liability for personal injury or property damage arising from Mobility Services is limited to the coverage provided by its commercial insurance policies. Joyner is not liable for: (a) rider medical conditions or events that are not caused by Joyner's negligence; (b) delays caused by factors outside Joyner's control; (c) damage to or malfunction of rider-supplied equipment; or (d) incidents arising from the rider's failure to disclose relevant medical or mobility information at the time of booking. See the Medical Liability Disclaimer for further limitations.

12. Governing Law & Dispute Resolution

This Policy is governed by the laws of the State of Georgia. Disputes are subject to the Joyner Arbitration & Dispute Resolution Policy.

13. Contact

Joyner Mobility bookings and inquiries: mobility@myjoyner.com | Joyner Transportation & Logistic Services LLC | Atlanta, Georgia.