Passenger Policies

Updated 06/06/2026

Purpose

Sunshine Rides is committed to safe, respectful, and reliable transportation for all passengers and drivers. This Rider Policy explains responsibilities, prohibited conduct and items, and what happens if the policy is not followed.

Agreement to Terms

By scheduling, booking, or riding with Sunshine Rides (including through agents, brokers, or third-party programs), you agree to follow this Rider Policy. If you (or your authorized representative) do not agree to these terms, please notify us before your ride; refusal to comply may result in refusal of service and/or removal from the vehicle.

Who we serve

We provide a mix of private-pay and Medicaid NEMT (Non-Emergency Medical Transportation) rides. Where trips are arranged through Medicaid brokers or the State, additional program rules may apply. Sunshine Rides will follow applicable NEMT program rules and will inform riders as required.

Passenger responsibilities

Arrive at pickup location on time or be prepared to wait in accordance with your scheduled pickup instructions.

Use seat belts as required; children must be in appropriate child restraints per law. Drivers will not transport children without required restraints.

Be ready to provide identification and information requested by our staff or drivers when required for billing, Medicaid verification, or safety reasons.

Treat drivers and other passengers with respect. Abusive, harassing, or threatening behavior will not be tolerated.

Prohibited items and conduct

Firearms & weapons: Passengers and their guests may not carry, display, or brandish firearms or weapons in Sunshine Rides vehicles, except for on-duty law enforcement or if otherwise required by law. Where state or local law requires a different treatment, we will comply with applicable law; however, Sunshine Rides reserves the right to refuse service or take safety actions when the presence of a weapon creates a safety risk. (See note below about legal differences and exceptions.)

Substance use: Riding while visibly intoxicated (drugs or alcohol) that affects the safety of the driver or others is prohibited.

Violence & threats: Any physical violence, threats, or abusive language toward drivers or other passengers is prohibited and may be reported to law enforcement.

Hazardous or infectious materials: Items that create fire, chemical, biological, or other hazards are prohibited. Sharps (like needles) must be secured and handled per health guidance - contact us in advance for transport of medical sharps.

Excessive luggage or bulky items: Luggage or medical equipment that blocks exits or creates safety hazards must be approved in advance. Please disclose mobility equipment at booking (wheelchairs, scooters).

Pets and service animals

Service animals are allowed in accordance with ADA rules; non-service pets require prior approval and may be transported only in cases where space and driver approval allow (and may incur fees). Drivers will never require documentation for a service animal beyond what the law permits but may ask reasonable questions if status is unclear.

Reasonable accommodations & ADA

We will follow applicable federal and state disability laws, including providing service-animal accommodations and reasonable assistance for riders with limited mobility. If you need a driver aide or special assistance beyond normal driver duties, please request this at booking so we may accommodate when possible.

Enforcement & refusal of service

Sunshine Rides and its drivers reserve the right to refuse or discontinue transport when: the passenger poses an immediate safety risk, is in violation of this Rider Policy, is intoxicated or violent, or otherwise prevents the safe operation of the vehicle. If service is refused, we will attempt to notify the booking party or care manager. For incidents that threaten safety or are illegal, we will notify law enforcement.

Privacy & personal items

Sunshine Rides is not responsible for loss or damage to personal items left in vehicles. If you leave an item, contact us promptly to arrange its return.

Reporting incidents

If you experience or witness behavior that endangers safety, please report it to Sunshine Rides immediately at 970-777-7777 or send a report to this web form. We investigate complaints promptly and take corrective action as needed.

Legal compliance & changes to policy

This Rider Policy is subject to applicable federal, state, and local laws and to the requirements of Medicaid/NEMT programs where applicable. Sunshine Rides may modify this policy and will post updates at www.sunshinerides.com with the effective date.

Contact

Questions about this policy or requests for reasonable accommodations:

Fill out this form.