Fulfillment Policy

1. Overview

This Fulfillment Policy describes how Jentle Transportation ("Jentle," "we," "us," or "our") delivers transportation services to passengers and clients ("you" or "your"). By booking a ride or engaging our services, you agree to the terms outlined in this policy.

Jentle provides non-emergency senior transportation in the Lehigh Valley and surrounding areas. We do not sell or ship physical goods. Our services consist of transportation (rides) from pickup to drop-off locations.

2. Nature of Services

Jentle Transportation offers the following categories of services:

2.1 Individual Rides

On-demand or scheduled transportation for seniors and passengers, including:

• Medical appointments (doctors, dialysis, therapy, specialists)
• Daily errands (grocery, pharmacy, personal appointments)
• Other non-emergency transportation needs

2.2 ADA-Accessible Transportation

Wheelchair-accessible and mobility-assist vehicles for passengers who require ADA-compliant transportation. We assign appropriate vehicles based on the mobility needs you provide at booking.

2.3 Partnership Programs

Scheduled, recurring transportation for senior living communities, including assisted living, memory care, independent living, rehab centers, and adult day programs. Delivery includes dedicated drivers, flexible scheduling, and coordination with facility staff.

3. Delivery of Services

3.1 Booking Confirmation

Upon booking a ride by phone or through our website form, we will confirm:

• Within 24 hours for standard ride requests
• Same day when possible for same-day or urgent requests

Confirmation includes pickup time, driver assignment (when applicable), and any special instructions. You are responsible for ensuring we can reach you by phone or email to confirm.

3.2 Pickup and Transport

Our driver will arrive at the scheduled pickup location within a reasonable window of the confirmed time. We strive for punctuality; however, delays may occur due to:

• Traffic conditions
• Weather
• Unexpected passenger needs or delays
• Circumstances beyond our reasonable control

We will notify you of significant delays when possible. Delays caused by factors outside our control do not constitute a failure to fulfill our services.

3.3 Service Completion

Service is considered delivered when the passenger has been safely transported to the confirmed drop-off location. For round-trip or multi-stop rides, each leg is fulfilled upon completion of that leg.

4. Your Responsibilities

To ensure successful fulfillment of services, you agree to:

• Provide accurate pickup and drop-off addresses, date, time, and passenger information
• Disclose mobility needs, wheelchair requirements, or special assistance at booking
• Be ready at the scheduled pickup time
• Ensure the passenger is present and able to travel at the scheduled time
• Respond to confirmation calls or messages in a timely manner
• Provide a valid contact phone number where we can reach you

Failure to fulfill your responsibilities may result in missed rides, no-shows, or inability to deliver services. Jentle is not liable for issues arising from your non-compliance, including inaccurate information or failure to be ready at pickup time.

5. Service Availability

Jentle strives to maintain consistent service availability. However, you acknowledge that:

• Service is subject to driver availability and scheduling capacity
• We serve the Lehigh Valley and surrounding areas; service outside our area may not be available
• Operating hours are Monday–Saturday 6:00 AM–8:00 PM and Sunday 8:00 AM–5:00 PM
• Severe weather, road closures, or emergencies may affect our ability to operate

Jentle does not guarantee availability for any specific time slot and is not liable for service interruptions caused by weather, traffic, road conditions, or force majeure events.

6. Support and Communication

Support is provided as follows:

• Phone: 978-242-2248 — Primary method for booking and inquiries
• Email: [email protected] — For general inquiries and partnership requests
• Response Times: We aim to respond to phone calls during business hours and to emails within 1–2 business days

Support covers booking, scheduling, rescheduling, cancellations, and general questions. We do not provide emergency medical transport; for emergencies, call 911.

7. Cancellation and No-Show Policy

7.1 Cancellation by You

Please call us as soon as you know you need to cancel or reschedule. We will work with you to find an alternative time when possible.

For recurring or partnership rides, cancellation policies may apply as specified in your agreement. Late cancellations (e.g., less than 24 hours before a scheduled ride) may be subject to fees as communicated at booking or in your partnership agreement.

7.2 No-Show

If the passenger is not present and ready at the scheduled pickup time after a reasonable wait, the ride may be considered a no-show. No-shows may be subject to fees for the time and resources incurred. We will attempt to contact you before leaving.

8. Refund Policy

Completed rides are non-refundable. Once transportation has been provided from pickup to drop-off, payment is due and no refund will be issued.

For cancelled rides:

• Cancelled before driver dispatch: No charge if cancelled with sufficient notice (typically 24+ hours for scheduled rides)
• Cancelled after driver dispatch or en route: A fee may apply based on time and resources incurred; we will communicate any applicable fees
• No-show: A fee may apply as communicated in our cancellation policy

For partnership or recurring arrangements, refund and cancellation terms are governed by the specific agreement for those services.

By booking a ride, you acknowledge and accept this refund policy.

9. Payment and Chargebacks

Payment is due at the time of service unless otherwise agreed in writing (e.g., for partnership or recurring arrangements).

If you initiate a chargeback or payment dispute with your bank or credit card company for services that were rendered, Jentle reserves the right to:

• Pursue collection of any amounts owed, including fees and costs
• Provide evidence of service delivery to your financial institution
• Decline future service until the dispute is resolved

We strongly encourage you to contact us directly at 978-242-2248 or [email protected] to resolve any billing concerns before initiating a chargeback. Unauthorized chargebacks for services rendered may be considered fraudulent.

10. Modifications to Services

Jentle reserves the right to modify, suspend, or discontinue any service or feature at any time. This includes:

• Adjusting service areas or operating hours
• Changing pricing for future rides
• Modifying cancellation or no-show policies
• Updating vehicle types or availability

Material changes will be communicated to affected clients. For partnership agreements, changes are governed by the terms of that agreement.

11. Limitation of Liability

Jentle's liability for any claims related to fulfillment is limited to the amount you paid for the specific ride or service in question. We are not liable for:

• Indirect, consequential, or incidental damages
• Lost profits, revenue, or business opportunities
• Missed appointments or other outcomes resulting from delays
• Delays caused by traffic, weather, or circumstances beyond our control
• Your failure to meet responsibilities outlined in this policy

This policy is subject to and incorporated into our Terms of Service, which contain additional limitations of liability.

12. Contact Information

For questions about fulfillment, scheduling, or billing, please contact: