Privacy Policy & HIPAA Notice

1. Our Commitment to Privacy

Wheels on Wheels Transportation Services ("we," "us," or "our") is committed to protecting the privacy and security of your health information. This Notice describes how we collect, use, disclose, and safeguard your Protected Health Information (PHI) in compliance with the Health Insurance Portability and Accountability Act (HIPAA) and its implementing regulations.

2. What Is Protected Health Information (PHI)?

PHI includes any information that can be used to identify you and relates to your health condition, health care, or payment for health care. In our platform, PHI includes:

• Your name, date of birth, and contact information when linked to a medical transport
• Insurance member IDs, Medicaid IDs, and authorization numbers
• Appointment dates, times, and destination medical facilities
• Mobility needs and accessibility requirements
• Billing and payment information tied to medical visits

3. How We Use Your PHI

We use and disclose PHI for the following purposes:

• Treatment: Coordinating transportation to and from medical appointments, sharing necessary trip information with assigned drivers.
• Payment: Processing claims with insurance payers, Medicaid, and managed care organizations for Non-Emergency Medical Transportation (NEMT) services.
• Healthcare Operations: Quality assurance, scheduling optimization, driver training, and compliance monitoring.
• Required by Law: When required by federal, state, or local law, regulatory agencies, or court orders.

4. Business Associate Agreements (BAA)

When we share PHI with third-party vendors or subcontractors who perform functions on our behalf, we require them to sign a Business Associate Agreement (BAA) that obligates them to protect PHI in accordance with HIPAA standards.

Healthcare facilities that access this platform to schedule patient transportation are considered Covered Entities under HIPAA. By using this platform, facility users agree to our Business Associate Agreement terms.

5. PHI Access Controls & Minimum Necessary

We apply the HIPAA "minimum necessary" standard. Only authorized personnel with a legitimate need access PHI:

• Drivers see only the information needed to complete the transport (pickup/dropoff, mobility needs)
• Facility staff see only records associated with their facility
• All PHI access is logged and auditable by administrators
• Sensitive fields (insurance IDs, DOB) are masked for unauthorized roles

6. Audit Logging

All access to and modification of records containing PHI is logged with the user's identity, timestamp, action performed, and affected records. These logs are retained for a minimum of 6 years as required by HIPAA.

7. Data Security

We implement administrative, physical, and technical safeguards to protect PHI including:

• Encrypted data transmission (TLS/HTTPS)
• Role-based access controls
• Automatic session timeouts
• Secure, cloud-hosted infrastructure with access logging

8. Your Rights Under HIPAA

You have the right to:

• Request access to your PHI
• Request corrections to inaccurate PHI
• Request an accounting of disclosures of your PHI
• Request restrictions on how we use or disclose your PHI
• File a complaint if you believe your privacy rights have been violated

To exercise these rights, contact us at: privacy@wheelsonwheels.com

9. Breach Notification

In the event of a breach of unsecured PHI, we will notify affected individuals and the U.S. Department of Health and Human Services (HHS) as required by the HIPAA Breach Notification Rule.

10. Text Messaging (SMS)

When you provide your mobile number and opt in, Wheels on Wheels sends transactional text messages about the status of rides you book — booking confirmation, driver assigned, driver en route, driver arrived, ride completed, and cancellation. You opt in during account signup and ride booking by providing your number and agreeing to receive these messages. Message frequency varies with the number of rides you book. Message and data rates may apply. Reply STOP to unsubscribe at any time, or HELP for help. Mobile opt-in information and phone numbers are not sold, rented, or shared with third parties or affiliates for their marketing or promotional purposes. We do not send marketing or promotional text messages under this program.

11. Contact Us