POLICIES
General Policies:
Seniors on Wheels provides services to both members and non-members. 

• Priority of service booking is given to members. 
  
• There is a membership fee, as well as a per trip charge. 
  
• For the comfort of all members and drivers, smoking, eating and drinking are prohibited in Seniors on Wheels vehicles.
  
• A driver may refuse to transport a member who appears to be under the influence of excessive alcohol, or illegal or dangerous substances.  

• The driver may also refuse to transport any member whose behavior or language appears abusive, offensive, disorderly or dangerous to other members or the driver.
  
• Members must be independently mobile (this includes using collapsible walkers, canes or collapsible wheelchairs for mobility) to ride in the Seniors on Wheels vehicles.
  
• Seniors on Wheels requires that all passengers wear seat belts.  The driver will provide assistance in fastening seat belts upon request.
  
• Service animals trained to assist an individual in living independently (for example a Guide Dog) are permitted in Seniors on Wheels vehicles.  
  
• Pets are permitted at the discretion of the driver.
  
• Members may bring their own Personal Support Worker (PSW) to accompany them to provide assistance for no charge.  

• Last minute cancellation may incur a cancellation fee.

Late / No-Show Policy

• It is the responsibility of the member to be ready at the scheduled pick-up time.  A client who is more than five (5) minutes late is considered to be a late cancellation or a no-show. 
  
• Within reason, members will not be charged a cancellation / no-show fee; non-members will incur the fee.

• If a member misses his/her ride, every attempt will be made to accommodate the member, depending upon availability of drivers and vehicles.  Seniors on Wheels CANNOT guarantee that the ride will be rescheduled for the same day.

• All Seniors on Wheels drivers will provide basic member assistance in boarding and disembarking from the vehicle. 

• Member assistance may include guiding the passenger to the vehicle, lending a steady arm for balance in boarding the vehicle, and when necessary, securing a collapsible walker, cane, or collapsible wheelchair. 
  
• The Seniors on Wheels drivers will NOT provide assistance that involves bearing weight, including lifting and / or carrying the member.  If this kind of assistance is required, members must bring their own Personal Support Worker with them.
  
• A Personal Support Worker (PSW) is someone designated or employed specifically to help an individual with the activities of daily living, such as personal care, transferring location (lifting or significant assistance in moving), and other duties as required.  Individual members requiring such assistance must arrange for a PSW to accompany them. 
  
• PSWs may travel with a member at no additional charge.  It is strongly recommended that a person who requires the use of a PSW to travel, always travel with their Worker since Seniors on Wheels drivers cannot provide assistance beyond that which is described in the above paragraph.