Policies & Procedures

Transportation may be requested through our website or by contacting Tapia Transportation Services directly.

When requesting a ride, please provide:

• Passenger’s full name and contact information.

• Pickup and drop-off addresses.

• Requested date and time.

• Any relevant transportation or assistance needs.

• Emergency contact information, when applicable.

Submitting a request does not guarantee a reservation. All transportation requests must be reviewed and confirmed by Tapia Transportation Services.

Recurring transportation may be arranged based on availability and a mutually agreed schedule. Description text goes here

Passenger safety is our priority.

• All passengers must use the appropriate seat belt or legally required child restraint.

• Passengers must remain seated while the vehicle is moving.

• Drivers will follow applicable traffic laws and safe driving practices.

• The vehicle will be maintained and operated in accordance with applicable requirements.

• Passengers must follow reasonable safety instructions from the driver.

Tapia Transportation Services reserves the right to postpone or decline a trip when conditions create an unreasonable safety risk.

We understand the importance of trust when arranging transportation for children.

Parents or legal guardians must provide written authorization and accurate pickup and drop-off instructions before transportation begins.

• Parents or guardians must identify authorized pickup and drop-off individuals.

• Children must be ready at the agreed pickup location.

• Any changes to authorized contacts or transportation arrangements must be communicated in advance.

• Children will only be released according to the approved handoff instructions.

• If an authorized person is unavailable at drop-off, the driver will contact the parent or guardian and follow the agreed safety procedure.

Parents and guardians are responsible for providing information about any required child safety seats or restraints and coordinating their use.

Important: Child transportation will only be offered when all applicable Massachusetts licensing, driver certification, vehicle, and safety requirements have been satisfied.

We aim to provide older adults with respectful, courteous, and dependable transportation.

Assistance will depend on each passenger’s individual needs, the type of trip, and what can safely be provided by the driver.

Before transportation begins, passengers, family members, or caregivers should communicate any mobility limitations, assistance needs, or other relevant information.

Depending on the passenger and circumstances, assistance may include reasonable help getting into or out of the vehicle and coordinating pickup and drop-off.

Unless specifically agreed upon in writing, transportation does not include:

• Medical care or medical monitoring.

• Personal care or bathing assistance.

• Lifting or transferring passengers.

• Medication administration.

• Continuous supervision outside the agreed transportation service.

Any requested assistance must be discussed and approved before the trip. Tapia Transportation Services reserves the right to decline assistance that cannot be safely or appropriately provided.

Tapia Transportation Services is committed to treating every passenger with dignity and respect.

Please discuss accessibility needs and any required accommodations before scheduling so that we can determine whether the requested transportation can be safely provided.

Our initial service vehicle is a regular passenger van. Wheelchair-accessible transportation and wheelchair securement are not currently advertised as available services.

Passengers should be ready at the agreed pickup time and location.

A 15-minute waiting period will be allowed after the scheduled pickup time.

If the passenger is not ready or available within that period:

• The driver will attempt to contact the passenger or designated contact.

• Additional waiting time may result in an additional fee if agreed upon in advance.

• The trip may be considered a missed pickup if the passenger remains unavailable.

• The driver may need to leave to accommodate other scheduled transportation.

For child passengers, the driver will follow the authorized pickup and drop-off instructions provided by the parent or legal guardian.

For adult passengers who require assistance, the agreed pickup and drop-off arrangements must be communicated in advance.

If an authorized recipient is unavailable at drop-off, the driver will contact the designated person and follow the agreed safety procedure.

We understand that unexpected situations happen. To help maintain reliable scheduling for all passengers, Tapia Transportation Services requests at least 48 hours’ notice for cancellations or changes whenever possible.

• Cancellations made at least 48 hours before the scheduled pickup will not incur a cancellation fee.

• Cancellations made less than 48 hours before the scheduled pickup may be subject to a cancellation fee, as outlined in the applicable service agreement.

• Same-day changes are subject to availability.

• Changes to pickup or drop-off locations must be approved in advance.

• Repeated last-minute cancellations may affect future scheduling.

Any cancellation fees, exceptions, or special arrangements will be communicated before service begins and included in the passenger’s or organization’s written service agreement.

Transportation rates and payment arrangements will be communicated before service begins.

Depending on the service agreement, payment may be required before transportation, at the time of service, or according to an approved billing schedule.

Any additional charges, including waiting time, extended trips, or approved route changes, will be disclosed in advance whenever reasonably possible.

Facilities and organizations may have separate invoicing and payment arrangements established in their written agreements.

Passenger safety comes first during severe weather or unsafe road conditions.

Transportation may be delayed, rescheduled, or canceled due to:

• Snow and ice.

• Severe storms or flooding.

• Unsafe road conditions.

• Government travel advisories or road closures.

• Other conditions that could make transportation unsafe.

Passengers or their designated contacts will be notified as soon as reasonably possible about changes to scheduled transportation.

If an accident, medical emergency, vehicle problem, or unexpected delay occurs, the driver will take appropriate steps to protect passenger safety.

Depending on the circumstances, this may include:

• Contacting emergency services.

• Notifying the passenger’s designated emergency contact.

• Informing the family member, caregiver, or facility representative.

• Arranging an appropriate next step when it is safe to do so.

Passengers and authorized contacts are responsible for providing accurate emergency contact information before transportation begins.

All passengers are expected to behave respectfully and follow reasonable safety instructions.

Unsafe, threatening, disruptive, or abusive behavior may result in transportation being declined or discontinued when it is safe and appropriate to do so.

Weapons, illegal substances, smoking, and vaping are not permitted in the vehicle.

We strive to maintain a clean, comfortable, and well-maintained transportation environment.

Passengers should help keep the vehicle clean and avoid bringing items that may create a safety hazard.

Any damage or unusual mess caused during transportation may be subject to reasonable cleaning or repair charges, as permitted by the applicable service agreement and law.

We respect the privacy of our passengers and customers.

Information collected for scheduling, transportation coordination, billing, and safety will be handled with care and used for legitimate business purposes.

We will not intentionally share personal information with unauthorized individuals, except as required by law or when necessary to respond to an emergency.

We believe clear communication helps create a better transportation experience.

For questions, scheduling requests, or concerns, please contact:

Tapia Transportation Services
Phone: +1 857-298-3998
Website: tapiatransportationservices.com
Contact Hours: Monday to Thursday 6am to 7pm, Friday 6am to 4pm, and Saturday 8am to 3pm EST.

We welcome feedback and appreciate the opportunity to address concerns.

Tapia Transportation Services may update these policies as business operations, services, or applicable requirements change.

The current version will be made available on our website. Any material changes affecting an existing service agreement will be addressed in accordance with that agreement and applicable law.

Thank you for considering Tapia Transportation Services.

We appreciate the trust you place in us and look forward to providing transportation with care, professionalism, and respect.