Terms of Service

1. Agreement and scope

These Terms of Service (“Terms”) form an agreement between you and Polaris NEMT Software (“Polaris,” “we,” “us,” or “our”), the operator of the Polaris transportation operations platform. They apply to our website, hosted software, account registration, company workspaces, facility portals, mobile driver tools, APIs, and related services that refer to these Terms (collectively, the “Service”). “You” means the individual using the Service and, when that individual is authorized to act for an organization, that organization.

By selecting the agreement checkbox and creating an account, you affirmatively accept these Terms and acknowledge our Privacy Policy. We record the accepted document versions and the time of acceptance. If you do not agree, do not create an account. Merely viewing these documents does not create a paid subscription.

A separately signed services agreement or order form controls over these Terms for the matters it expressly addresses. A signed business associate agreement or data processing agreement controls for the regulated data processing it covers. Mandatory legal rights remain in effect regardless of any conflicting provision here.

2. Eligibility and authority

Account holders must be at least 18 years old, have the legal capacity to enter this agreement, and use the Service for a lawful purpose. Passenger records may describe minors when an authorized transportation organization has a lawful basis to process those records; this does not make minors eligible to create accounts.

If you create or administer an account for a company, facility, or other organization, you represent that you have authority to do so. Creating a personal account alone does not give you authority to bind another organization, view its information, purchase services on its behalf, or grant access to its records. Organization purchases and data access require the appropriate authorization.

You must provide accurate registration information and keep your contact details current. Do not impersonate another person, misrepresent your role or credentials, or accept an invitation addressed to someone else.

3. Accounts and security

Use a unique password, keep login credentials and invitation links confidential, and protect the devices you use to access Polaris. Accounts are intended for identifiable individual users. Do not share an account to avoid creating appropriate staff accounts or to obscure who performed an action.

You are responsible for activity you authorize through your account and for following your organization's access and device policies. Notify your administrator and Polaris promptly if you believe a password, device, invitation, session, or tracking link has been compromised. Do not include passwords, full payment credentials, or unnecessary patient information in a support message.

We may verify account or organization information, require credentials to be reset, or restrict access when reasonably needed to address a security issue or suspected misuse. We will not ask you to disclose your password by email. Password resets and signing out may have different effects on browser and mobile sessions; protect any device that still has access.

4. Company workspaces and facility access

A company workspace is administered by its authorized owners and administrators. They decide which users may join, which roles they receive, which business units they may access, and which features or integrations they enable. Your administrator may change your access, inspect organization records, and remove your account's membership when your employment or authorization ends.

Organizations must assign access according to business need, review permissions, revoke access promptly when appropriate, and ensure their staff are trained to handle passenger information. Grouping companies under an umbrella does not by itself authorize every user to access every business unit. Use only the company and records to which you have been granted access.

Facility accounts are separate identities limited to the invited facility's portal. A facility invitation does not make its recipient company staff or authorize access to other facilities. Submitted transportation requests remain subject to the transportation company's review, scheduling, availability, pricing, and separate service arrangements. A request in Polaris is not a guarantee that a ride has been accepted or will occur.

5. The Polaris service

Polaris provides software for trip intake, dispatch, schedules, passenger and payer records, fleet and staff management, mapping, route planning, credentials, training, communications, facility requests, operational reporting, billing, claims, and related workflows. Feature availability depends on your role, configuration, subscription, and connected services.

Polaris is a software provider. Unless expressly agreed in writing, we do not operate your vehicles, employ or supervise your drivers, provide medical care, insure trips, determine patient fitness for transportation, act as your payer or broker, or guarantee reimbursement. Your organization remains responsible for its transportation services and its relationships with passengers, facilities, employees, contractors, brokers, and payers.

Training completion, stored credentials, inspection records, route suggestions, and service attestations are workflow records. They do not independently establish legal qualification, vehicle roadworthiness, clinical competence, payer compliance, or regulatory certification. Review and verify the information needed for your operations.

6. Transportation and safety responsibilities

Your organization is responsible for applicable licenses, permits, insurance, vehicle maintenance, equipment, accessibility, staffing, driver qualifications, background checks, working-time rules, passenger assistance, and safe transportation. Confirm each passenger's requirements and each trip's suitability before assigning or performing the service.

Travel times, addresses, map pins, location samples, optimization results, prices, and capacity suggestions may be incomplete, delayed, or inaccurate. Dispatchers and drivers must apply professional judgment, verify assignments and destinations, and account for traffic, road conditions, facility instructions, equipment, and changing passenger needs. Do not treat a predicted arrival time as a guaranteed arrival.

Drivers must comply with traffic laws and avoid interacting with the Service while driving when doing so would be unsafe or unlawful. Maintain a practical way to continue critical operations during connectivity problems or outages, including an appropriate method to contact drivers and facilities. Do not rely on Polaris as the sole channel for urgent safety communications.

7. Customer data and permissions

“Customer Data” includes records, messages, passenger details, addresses, documents, photographs, training materials, trip events, billing records, and other content that you or your organization submit or generate through the Service. As between you and Polaris, you or the appropriate rights holder retain ownership of Customer Data.

You grant Polaris permission to host, store, process, transmit, display, and reproduce Customer Data as reasonably necessary to provide the Service, carry out your authorized instructions, secure and troubleshoot the Service, and meet our contractual and legal obligations. This permission does not transfer ownership and is subject to the Privacy Policy and any applicable signed data agreement. It ends when the data is deleted, except for lawful retention and backup handling.

You must have the rights, lawful basis, notices, permissions, and authorizations necessary to submit data and direct its processing or disclosure. Collect only what is needed for your operations, check accuracy, and avoid putting sensitive information into fields, attachments, messages, or external integrations that are unsuitable for it. Your responsibility to provide lawful instructions does not remove any independent legal duties that apply to Polaris.

Organizations control their records, exports, and operational retention requirements. An individual's account removal does not necessarily remove shared trip, employee, billing, training, or audit records. Requests concerning those records may need to be handled through the organization responsible for them.

8. Health information and HIPAA

Passenger details, mobility needs, appointment destinations, and trip notes may contain sensitive health information or protected health information (“PHI”). Whether the Health Insurance Portability and Accountability Act (“HIPAA”) or another health privacy law applies depends on the parties, the data, and the processing relationship.

Where a business associate agreement (“BAA”) is required, the organization and Polaris must enter the appropriate written agreement and confirm the permitted deployment and processing arrangements before PHI is submitted. Accepting these Terms or the Privacy Policy is not a BAA, a patient authorization, a notice of privacy practices, or a certification of HIPAA compliance. Do not assume a feature or third-party integration is approved for PHI simply because it is available.

Each party remains responsible for its own applicable duties. Organizations must apply appropriate access restrictions, minimum-necessary practices, lawful disclosures, staff training, recordkeeping, and incident procedures. Polaris's obligations for regulated processing are governed by applicable law and any signed BAA or data agreement. Contact privacy@polarisnemt.com to discuss an appropriate agreement or report a privacy concern.

9. Location and service records

Enabled driver tools can collect location and work events for dispatch, ETA visibility, route history, attendance, and service verification. Organizations must provide any required workforce notices and obtain any legally required permissions. Device location access and available sharing controls are separate from account acceptance.

Location accuracy and background delivery depend on device permissions, operating-system restrictions, connectivity, and other conditions. A last-known position is not proof of a person's current location. An offline trip event may synchronize later, and a recorded timestamp or GPS sample does not conclusively establish that a service was properly performed.

Do not falsify clock events, inspection results, signatures, odometer readings, location samples, training records, or trip milestones. Electronic signatures and attestations must be captured only from the authorized signer and used in accordance with applicable law and payer requirements. Protect public trip and payment links: possession of an active link can provide access to the information intended for its recipient.

10. Messages and notifications

The Service may send account, security, invitation, billing, operational, and trip-related communications through email, in-app messages, push notifications, or enabled SMS services. Delivery depends on your settings, your organization's configuration, and outside providers. Messages may be delayed or fail to arrive.

Organizations are responsible for validating recipient contact information, selecting appropriate message content, and obtaining and recording any required consent before messaging passengers or other recipients. Do not use messaging tools for unsolicited advertising, harassment, or disclosure of information to an unauthorized recipient. Standard messaging and data charges may apply.

Account acceptance does not provide blanket permission for marketing texts, passenger messaging, location tracking, or health-data disclosures. Those activities require their own lawful basis and, where required, separate consent. Use available notification preferences or contact the sending organization to manage operational messages. Necessary security or transaction messages may still be sent when permitted by law.

11. Subscriptions, billing, and payments

Creating an account does not itself authorize a payment or enroll you in a paid plan. Subscription pricing, billable resources, billing frequency, payment terms, proration, taxes, and any trial are those disclosed when an authorized organization administrator enrolls or in a separately agreed order. Review those disclosures before providing billing authorization.

Where an organization authorizes recurring billing, it authorizes charges according to the agreed plan and billable usage until the subscription is canceled in accordance with that plan. The organization must provide accurate billing information and promptly resolve failed payments or disputed invoice items. We may correct billing errors and provide an explanation of the adjustment. Price changes apply prospectively after notice and subject to any applicable agreement or law.

Payment services may use a third-party processor such as Tilled. Separate processor terms and card or bank authorization requirements may apply. ACH or other bank payments can take time to settle and may be returned or disputed. A displayed payment status or receipt does not guarantee final settlement. You must not submit full payment card numbers, security codes, or banking credentials through ordinary notes, chat, or support messages.

Invoices, payer claims, reimbursement estimates, and passenger payments entered by your organization remain your organization's responsibility. Polaris does not guarantee payer acceptance, collection, tax treatment, or regulatory billing compliance. Refunds, credits, cancellation timing, and outstanding charges follow the applicable plan or written agreement and mandatory law. To request account or subscription closure, contact your administrator or Polaris using the contact details below.

12. Third-party services and integrations

The Service may rely on or link to mapping, routing, geocoding, payment, email, SMS, push, hosting, content delivery, and other third-party services. Your organization may also connect brokers, facilities, payers, and external tools. Their availability and information are outside Polaris's direct control, and their separate terms and privacy notices may apply.

Enable an integration only if you have authority to share the relevant data and have evaluated its suitability, including any health-data restrictions. You are responsible for credentials and instructions you supply for an integration. We may disable an integration when its access is revoked, its provider changes service, or continued use creates a security or legal concern.

13. Acceptable use

You must not use the Service to:

• Violate law, third-party rights, professional duties, privacy obligations, or payer requirements; submit fraudulent claims or deceptive service records.
• Access another organization, facility, user account, trip, or file without permission; circumvent access controls or misuse invitations, sessions, or public links.
• Upload malware, attempt to steal credentials, exploit vulnerabilities, disrupt the Service, or overload systems with abusive automation.
• Scrape or export data you are not authorized to obtain, resell unauthorized access, or use passenger or driver information for stalking, advertising audiences, or unrelated surveillance.
• Send unlawful, threatening, discriminatory, harassing, or unsolicited content; upload material that infringes intellectual property rights.
• Reverse engineer the Service except where a restriction is prohibited by law, remove ownership notices, or misrepresent Polaris's endorsement or certification.

If you discover a security issue, report it privately to privacy@polarisnemt.com. Do not access or expose other people's information to demonstrate the issue. Any testing must stay within permission you have actually received.

14. Intellectual property and feedback

Polaris and its licensors retain rights in the Service's software, interface, designs, documentation, branding, and other platform materials, excluding Customer Data and separately licensed third-party content. Subject to these Terms and your organization's subscription, we grant you a limited, non-exclusive, non-transferable right to use the Service for authorized operations.

You may provide suggestions voluntarily. You permit us to use those suggestions to improve the Service without compensation, provided we do not use this permission to disclose confidential Customer Data or personal information contrary to our agreements. Do not provide feedback that you are not permitted to share.

15. Availability, maintenance, and changes

We may update features, correct defects, maintain infrastructure, or change integrations. The Service can be interrupted by maintenance, failures, network conditions, third-party outages, or events outside our reasonable control. Availability commitments, support response times, and service credits exist only where expressly agreed in writing.

We may offer preview or experimental features. Evaluate their suitability before relying on them for live operations. We will seek to give reasonable notice of a material feature removal or planned disruption where practicable; urgent security or legal needs may require immediate action. Keep appropriate copies of records your organization needs to retain, using authorized exports and lawful storage practices.

16. Suspension, termination, and data handling

You may stop using the Service at any time. Organization administrators may remove user or facility access. Closing a user account does not automatically cancel an organization's subscription, and canceling a subscription does not automatically erase records that must be retained.

We may suspend or terminate access for a material violation, unlawful use, serious security risk, or failure to pay charges properly due. Where reasonably possible, we will provide notice and an opportunity to resolve the issue. We may act immediately to protect people, information, or systems or to comply with law. A good-faith billing dispute does not waive protections that applicable law or a signed BAA provides for access to regulated records.

After closure, data access, return, export, deletion, and retention are governed by the applicable agreement, the Privacy Policy, and law. Request any needed export before closure when practicable. We do not promise indefinite storage or immediate deletion of every copy. Backups, security records, accounting obligations, legal holds, and the organization's recordkeeping requirements may affect deletion. A BAA's return or destruction requirements take precedence for the PHI it covers.

17. Disclaimers

To the extent permitted by law and except for express commitments in a signed agreement, the Service is provided “as is” and “as available.” Polaris disclaims implied warranties of merchantability, fitness for a particular purpose, non-infringement, and warranties arising from a course of dealing or trade usage.

We do not warrant uninterrupted availability, error-free operation, complete maps or records, guaranteed trip completion, reimbursement, regulatory approval, or a particular business outcome. These disclaimers do not reduce any statutory privacy or security obligation, any express obligation in a signed BAA, or a right or warranty that law does not allow us to exclude.

18. Limits of liability

To the extent permitted by law, neither party is liable to the other under these Terms for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, business opportunities, or goodwill arising from use of or inability to use the Service, even if advised of the possibility.

Except as stated below or in a separately signed agreement, Polaris's aggregate liability arising from these Terms or the Service will not exceed the greater of US $100 or the amounts paid by your organization to Polaris for the Service in the 12 months preceding the event giving rise to the claim. This limit applies collectively to related claims and regardless of the theory of liability.

These exclusions and limits do not apply to fraud, willful misconduct, gross negligence where exclusion is prohibited, liability that cannot legally be limited, or obligations for which a signed BAA or services agreement expressly provides a different limit. They do not eliminate statutory remedies or liability to a regulator. Some jurisdictions restrict exclusions or limitations; in those jurisdictions, the provisions apply only as far as permitted.

19. Business indemnification

If you use the Service on behalf of a business organization and are authorized to bind it, that organization will defend Polaris against third-party claims arising from its unlawful Customer Data, unauthorized disclosures it directs, infringement by materials it submits, or its transportation operations, and indemnify Polaris for resulting damages and reasonable costs finally awarded or included in an approved settlement.

This obligation applies only to the extent a claim results from the organization's conduct and does not cover Polaris's own breach, negligence, willful misconduct, or independent violation of law. Polaris must give reasonably prompt notice, cooperate at the organization's expense, and allow it to control the defense. No settlement may impose an admission, ongoing obligation, or non-monetary restriction on Polaris without our consent. A personal account holder does not assume this business indemnity merely by registering.

20. Governing law and disputes

Subject to mandatory law and any separately signed agreement, these Terms are governed by the laws of Arizona, United States, without applying conflict-of-law rules. Courts with competent jurisdiction in Arizona will hear disputes arising from these Terms, unless applicable law gives you a right to bring a claim elsewhere.

Before filing a claim, either party may contact the other to seek an informal resolution. This does not delay a legal deadline, prevent urgent protective relief, require mandatory arbitration, or restrict complaints to a regulator. Nothing here waives a non-waivable consumer, employment, privacy, or health-data right.

21. Updates and general terms

We may update these Terms and will identify the effective date and version on this page. For a material change, we will provide appropriate notice through the Service or available account contact information before it takes effect where required. If renewed acceptance is required, it will be requested separately. Changes do not retroactively change a dispute or authorize a new data use merely because you previously checked the account-creation box.

You may not transfer an account or this agreement without authorization. Polaris may assign this agreement in connection with a lawful merger, acquisition, restructuring, or transfer of the Service, subject to existing contractual and privacy obligations. Neither party is responsible for delay caused by events beyond its reasonable control, except that accrued payment and non-waivable legal duties remain applicable.

If a provision is unenforceable, the remaining provisions continue to apply. Failure to enforce a provision is not a waiver. These Terms, the Privacy Policy, and applicable written agreements govern the subjects they address. Provisions that reasonably need to continue after account closure, including ownership, lawful retention, accrued payment obligations, disclaimers, liability limits, and dispute terms, survive to the extent applicable.

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