Privacy Policy

Carolina Premier Mobility LLC (“Carolina Premier Mobility,” “we,” “us,” “our”) provides non-emergency medical transportation in Charlotte, Gaston County and the surrounding North Carolina counties. This policy explains what information we collect through our website, carolinapremiermobility.com, and in the course of quoting, scheduling and providing rides, and what we do with it.

The short version: we collect only what we need to quote, schedule and provide safe rides. We do not sell your information, and we do not share it for anyone else’s marketing.

1. Information you give us

By phone. When you call us to ask about a ride, we collect the details needed for the trip: the rider’s name and contact information, the pickup and drop-off addresses, appointment dates and times, and the kind of help the rider needs, for example a steadying arm, a wheelchair-accessible van or a reclining transport chair.

Through the online booking form. Our “Book a Ride” button opens a reservation form that asks for similar details. The form is run by Duet, our ride-management platform, which is operated by Dashboard Story, Inc., so the information you enter is processed and stored by that company on our behalf. Its privacy policy is at duetinc.com/legal.

When someone books for you. Family members, caregivers, hospices, hospitals, rehab centers, nursing facilities and day programs sometimes book rides on a rider’s behalf, by phone or through Duet’s facility portal. When they do, they give us the same kinds of information about the rider listed above, and we may confirm trip details with them.

When a facility arranges and pays for your rides. We keep the facility’s contact and billing details and the trip records needed to invoice it.

About companions. If a family member or caregiver rides along, we may collect their name and phone number so we can plan the trip and reach them on the day.

When you pay. We record what was paid, when, and how. We do not see or store your card number (see Section 8).

2. Information collected automatically

Website analytics. We use Google Analytics to understand how our website is used: which pages are viewed, how visitors found the site, and the general area (about city level) and type of device involved. We see this information in aggregate and do not use it to identify individual visitors. Section 9 explains the cookies involved and how to opt out.

Advertising measurement. We advertise on Google. Google’s advertising tools tell us, in aggregate, whether those ads lead to visits, calls and booking requests. They do not tell us who you are. If you call us from a phone number shown in one of our ads, Google may connect the call through a forwarding number and report the call’s time, length and area code to us.

Server logs. Like nearly every website, our hosting provider (Cloudflare) automatically keeps standard server logs, such as your device’s IP address, browser type and the pages requested. They are used for security and to keep the site running.

During your ride. Our ride-management software, Duet, records the times and locations of pickups and drop-offs from the driver’s phone while a trip is under way. That is how we can send you a live-tracking link and keep accurate trip records. It does not track your own phone.

3. How we use your information

We use your information to:

• Give you a quote and schedule your ride;
• Provide the ride safely, including preparing the right vehicle, equipment and securement;
• Confirm, update or follow up about your trips by phone, text or email;
• Coordinate with the facility, hospice, program or family member involved in your trip;
• Process payment, and invoice a facility when it is paying for the ride;
• Answer your questions;
• Keep required business records and comply with the law.

We do not use your information for advertising, and we do not send marketing messages.

4. A note about health information

The nature of our work means trip details often reveal health-related information: that a rider uses a wheelchair or a reclining transport chair, is traveling to dialysis or chemotherapy, or is moving between care facilities. We treat all of it as confidential. We collect only what is needed to provide safe transportation, share it only with the people and companies listed in Section 7, and handle it with discretion. Everyone who works with us is required to keep rider information private.

We are a private-pay and facility-pay service. We do not bill Medicaid, Medicare or health insurance. When a hospital, hospice or other health care provider arranges rides with us and shares a rider’s information, we handle that information under the terms of our agreement with that provider and any privacy obligations that come with it.

5. Text messages

Our phone line is for calls. We use text messages only to coordinate rides you have booked: confirmations, reminders, live-tracking links and day-of updates such as “your driver is on the way.”

When you book or confirm a ride by phone and give verbal consent, you agree to receive these service messages from Carolina Premier Mobility.

• Message frequency varies with your trips.
• Message and data rates may apply.
• Reply STOP at any time to opt out of text messages. Reply HELP for assistance, or call us at 980-860-2085.
• Consent to receive text messages is not a condition of purchasing any service.
• Carriers are not liable for delayed or undelivered messages.

6. Mobile information

We do not sell, rent or share personal information with third parties or affiliates for their marketing or promotional purposes.

Text messaging originator opt-in data and consent will not be shared with any third parties, excluding aggregators and providers of the Text Message services. Mobile information will not be sold, rented or shared with third parties or affiliates for marketing or promotional purposes.

7. Who we share information with

We share information only as needed to run the business:

• Service providers. Companies that perform services for us: Duet (the booking form, ride scheduling, driver app, tracking links and reminders, operated by Dashboard Story, Inc.), Google (website analytics and advertising measurement), Microsoft (our email), Stripe (card payments), Cloudflare (website hosting), and our phone and text-messaging service. They receive only what they need to do their jobs.
• People involved in your trip. For example, confirming pickup timing with the hospital, hospice, rehab center, nursing facility, dialysis clinic or day program at either end of your ride, or with the family member or caregiver who booked for you.
• The facility paying for your ride. When a facility arranges and pays for your rides, we share the trip details and invoices it needs.
• Legal reasons. If a law, regulation, court order or government authority requires it, or to protect safety and enforce our rights.
• Business transfer. If the business is ever sold or merged, rider records would transfer with it under the same protections.

We do not sell your personal information, and we do not share it with anyone for their own marketing.

8. Payments

We accept credit and debit cards. Card payments are processed by Stripe; your card number goes directly to that company and is never entered on, stored on or seen by our website or our systems. Rides arranged and paid for by a facility are invoiced to the facility, not to you.

9. Cookies

Our website uses a small number of cookies, all connected to Google services:

• Analytics. Google Analytics (loaded through Google Tag Manager) sets cookies that recognize your device across visits. That is how it can tell a returning visitor from a new one. You can opt out at tools.google.com/dlpage/gaoptout, and most browsers also let you block or clear cookies in their settings.
• Advertising measurement. Google Ads sets cookies that measure whether our ads lead to visits, calls and booking requests. You can manage ad personalization at adssettings.google.com.

The booking form runs on Duet’s own pages and may set its own cookies there. If you prefer not to use it, you can always call us instead.

That is the full list. No other tracking runs on our site.

10. How long we keep information

We keep trip and billing records for as long as we need them to serve you and to meet legal, insurance and tax requirements, and then delete or destroy them.

11. Your choices and rights

You can ask us at any time to:

• See the personal information we have about you;
• Correct information that is wrong;
• Delete information we no longer need to keep for legal, insurance, billing or safety reasons.

To make a request, call 980-860-2085. We will verify it is really you, respond as quickly as we can, and never treat you differently for asking.

California residents. California law gives you the right to ask what personal information we have collected about you, to request a copy of it, to ask us to correct or delete it, and not to be treated differently for exercising any of these rights. As described in Section 6, we do not sell personal information, and we do not share it with third parties for their own marketing.

12. “Do Not Track”

Some browsers can send a “Do Not Track” signal to websites. Because our site does not track visitors across other websites in the first place, it does not respond to these signals.

13. Children’s privacy

Our website is not directed at children, and we do not knowingly collect personal information online from children under 13. When a minor needs a ride, a parent, guardian or the facility or program responsible for them books it and provides the information.

14. Security

We use reasonable safeguards to protect your information: secure, reputable providers for our website, booking form, ride software and payments, and access limited to the owner, dispatchers and drivers who need it to do their jobs. If a security breach ever affects your personal information, we will notify you as North Carolina law requires. No method of storage or transmission is 100% secure, but we work to protect what you share with us.

15. Links to other websites

Our site contains a small number of links to other companies’ websites and services, such as the booking form. Their privacy practices are governed by their own policies, not this one.

16. Changes to this policy

If we change this policy, we will post the updated version on this page with a new effective date.

17. Contact us

Carolina Premier Mobility LLC
Mount Holly, North Carolina 28120
Phone: 980-860-2085