Privacy Policy

United Care Link LLC Effective Date: [08-07-2026] Last Updated: [08-07-2026]

1. Introduction

United Care Link LLC ("United Care Link," "we," "us," or "our") provides non-emergency medical and assisted transportation services in the Baltimore, Maryland area. This Privacy Policy explains what information we collect through our website, phone lines, text messaging, and chat features, how we use it, who we share it with, and the choices and rights you have.

This policy applies to information collected through our website and our direct communications with you. It does not apply to third-party websites we may link to, or to information handled by a healthcare provider, facility, or insurer that may arrange transportation on your behalf.

By using our website or contacting us, you agree to the practices described here. If you do not agree, please do not use the site or submit information to us.

2. Information We Collect

2.1 Information You Give Us Directly

When you request a quote, book a ride, call us, text us, or use our website chat, we may collect:

Name

Phone number and email address

Pickup and drop-off addresses

Date, time, and general purpose of the trip (for example, a medical appointment)

Mobility and accommodation needs — such as whether you use a wheelchair, walker, or require door-through-door assistance

The name and contact information of a caregiver, family member, or facility coordinator arranging the ride on your behalf

Payment information, which is processed by our third-party payment processor (we do not store full card numbers on our systems)

Anything else you choose to tell us in a message, form, chat, or voicemail

2.2 Health-Related Information

Some of what you tell us in order to arrange safe transportation may be health-related — for example, your mobility needs, whether you require oxygen or supplemental equipment, whether you are returning from dialysis or an outpatient procedure, or the type of facility you are traveling to.

We collect this information only to the extent we need it to transport you safely and accommodate your needs. We treat it as sensitive information. We do not use it for advertising, we do not sell it, and we do not share it with third parties for their own marketing purposes. See Section 5 for how we handle sensitive information.

A note on HIPAA: United Care Link is a private transportation company. We are not a healthcare provider, health plan, or healthcare clearinghouse, and we do not currently act as a "business associate" of any covered entity under the Health Insurance Portability and Accountability Act (HIPAA). Information you provide to us is therefore protected under this Privacy Policy and applicable state law rather than under HIPAA. If we enter into a contract with a healthcare provider, health plan, insurer, or transportation broker in the future, protected health information received under that contract will be handled according to the terms of the applicable business associate agreement and HIPAA, not this policy. This policy will continue to govern information you submit to us directly through our website, phone, chat, or text.

2.3 Information Collected Automatically

When you visit our website, we and our analytics and advertising providers may automatically collect:

IP address and general location derived from it (typically city or region level)

Browser type, device type, and operating system

Pages viewed, links clicked, time on page, and referring website

The search terms or advertisement that brought you to the site

Cookies and similar identifiers (see Section 6)

2.4 Calls, Texts, and Chat

Phone calls. Calls to our business line may be answered by our staff or, outside of business hours, by an automated answering system that collects your name, callback number, and the reason for your call. [IF CALLS ARE RECORDED OR TRANSCRIBED, KEEP THE FOLLOWING SENTENCE — OTHERWISE DELETE IT: Calls may be recorded or transcribed for quality, training, and scheduling accuracy; you will be notified at the start of the call and may decline to continue.]

Text messages. If you text us or opt in to receive texts, we collect your mobile number and the content of your messages. See Section 7 for full SMS terms.

Website chat. Our website chat is operated on our behalf by our customer communication platform. Chat transcripts, including anything you type into the chat window, are stored and may be reviewed by our staff. Please do not enter sensitive information into the chat beyond what is needed to arrange your ride.

3. How We Use Your Information

We use the information we collect to:

Respond to inquiries, quote requests, and booking requests

Schedule, dispatch, and complete your transportation, including assigning an appropriately equipped vehicle and driver

Communicate with you about a scheduled ride, including confirmations, driver arrival, delays, and changes

Process payments and maintain billing records

Coordinate with a caregiver, family member, or facility when they are arranging the ride on your behalf or when you have asked us to do so

Maintain safety records and comply with insurance, licensing, and legal obligations

Improve our website and understand which pages and advertisements are effective

Measure the performance of our advertising, including whether a website visit or call resulted from an ad

Prevent fraud, misuse, and abuse of our services

We do not use health-related or sensitive information for advertising, ad targeting, or profiling.

4. How We Share Your Information

We do not sell your personal information, and we do not share it with third parties for their own independent marketing purposes.

We share information only as follows:

Our drivers and staff, who receive the details needed to complete your trip

Service providers who operate our business on our behalf under contract — including our website and CRM platform, phone and messaging providers, payment processor, and analytics and advertising providers. They are permitted to use the information only to provide services to us.

A caregiver, family member, facility, or healthcare provider, where that person or entity arranged your ride or where you have asked us to share information with them

Legal and safety — when required by law, subpoena, or court order; to respond to a government request; to cooperate in an accident or insurance investigation; or where necessary to protect the safety of a rider, driver, or the public

Business transfers — if United Care Link is involved in a merger, acquisition, or sale of assets, information may transfer as part of that transaction, subject to this policy

Advertising and Analytics Partners

We use Google services on our website, including Google Ads, Google Tag Manager, Google Analytics, and Google Search Console. These tools may set cookies or collect device identifiers to measure website traffic and advertising performance, and may allow us to show ads to prior visitors on Google properties and partner sites.

Under some state privacy laws, this kind of activity is defined as "targeted advertising" or "sharing" even though we receive no money for it. You can opt out at any time — see Sections 6 and 8.

We do not use Meta/Facebook tracking pixels or any other third-party advertising trackers on our website.

5. Sensitive Information

Maryland and several other states treat certain categories of information as sensitive, including health information, precise geolocation, and information about disability status.

Where we collect information of this kind — for example, mobility or accommodation needs, or the medical facility you are traveling to — we:

Collect only what is reasonably necessary to provide the transportation you requested

Use it only for that purpose and closely related purposes such as billing, safety, and legal compliance

Do not sell it, and do not process it for targeted advertising or profiling

Limit internal access to staff who need it to schedule, dispatch, or complete your trip

Where required by law, we will obtain your consent before processing sensitive information for any purpose beyond providing the service you requested.

6. Cookies and Tracking Technologies

Our website uses cookies and similar technologies for three broad purposes:

Necessary — to make the site function, keep it secure, and remember your preferences

Analytics — to understand how visitors use the site so we can improve it

Advertising — to measure ad performance and, in some cases, show our ads to people who have previously visited our site

Your choices:

Most browsers let you block or delete cookies through their settings. Blocking necessary cookies may cause parts of the site to stop working.

You can opt out of Google Analytics across all websites using the Google Analytics Opt-out Browser Add-on: https://tools.google.com/dlpage/gaoptout

You can adjust the ads Google shows you at https://myadcenter.google.com

You can opt out of interest-based advertising from participating companies at https://optout.aboutads.info and https://optout.networkadvertising.org

Global Privacy Control. We recognize and honor browser-based opt-out signals, including Global Privacy Control (GPC), as a valid request to opt out of targeted advertising and the sale or sharing of personal information for browsers that send them.

Do Not Track. Our website does not respond to "Do Not Track" browser settings, which have no common industry standard. We do honor GPC as described above.

7. Text Messaging (SMS) Terms

Consent. By providing your mobile number to us — through our website form, chat, by texting us, or verbally over the phone — you agree that we may contact you by text message about your ride request, scheduling, driver status, and related service matters. Consent to receive marketing or promotional texts, if we offer them, is separate and is never a condition of receiving transportation services.

Message frequency. Message frequency varies based on your ride activity.

Cost. Message and data rates may apply. Contact your mobile carrier for details about your plan.

Opting out. You can stop receiving texts at any time by replying STOP to any message. You will receive one confirmation message and no further texts, except that we may still need to contact you by phone about a ride already scheduled. Reply HELP for assistance, or contact us using the information in Section 12.

Carriers. Mobile carriers are not liable for delayed or undelivered messages.

No sharing of opt-in data. We do not share or sell mobile numbers, SMS consent, or the contents of text messages with third parties or affiliates for their marketing purposes. Numbers are shared only with the messaging providers that deliver messages on our behalf.

8. Your Privacy Rights

Depending on where you live, you may have some or all of the following rights regarding your personal information:

Access — confirm whether we process your information and obtain a copy of it

Correction — ask us to fix inaccurate information

Deletion — ask us to delete information we hold about you

Portability — receive your information in a portable, readable format

Opt out — of targeted advertising, the sale of personal information, and certain profiling

Consent withdrawal — withdraw consent for the processing of sensitive information

Non-discrimination — we will not deny you service, charge you a different price, or provide a lesser level of service because you exercised a privacy right

Maryland residents. The Maryland Online Data Privacy Act gives Maryland consumers the rights listed above. It also requires us to limit our collection of personal information to what is reasonably necessary to provide the services you request, and prohibits the sale of sensitive data. We do not sell personal or sensitive data.

Residents of other states. Comparable rights are available to residents of California, Colorado, Connecticut, Virginia, Texas, Oregon, and a growing number of other states. We extend the rights above to all of our riders regardless of state.

How to exercise your rights. Contact us using the information in Section 12. We will need to verify your identity before acting on a request — typically by confirming information already associated with your account or ride history. We will respond within 45 days, and may extend that period once by an additional 45 days where reasonably necessary, in which case we will notify you.

Authorized agents. You may designate an authorized agent, or a caregiver or legal representative may act on your behalf. We may ask for proof of authorization.

Appeals. If we decline your request, we will explain why. You may appeal that decision by contacting us at the address or email in Section 12 with the word "Appeal" in the subject line. We will respond to your appeal in writing within 60 days. If your appeal is denied, Maryland residents may contact the Maryland Attorney General's Consumer Protection Division at https://www.marylandattorneygeneral.gov/Pages/CPD/ or 410-528-8662.

9. Data Retention

We keep personal information only as long as we need it:

Ride and dispatch records — retained as long as needed for service, billing, insurance, and legal purposes

Payment and billing records — retained as required by tax and accounting rules, generally seven years

Inquiry, chat, and text records — retained for a reasonable period to maintain a record of our communications with you

Website analytics and advertising data — retained according to the settings of the platforms described in Section 4, generally no more than 14 months

When information is no longer needed, we delete it or de-identify it.

10. Security

We use reasonable administrative, technical, and physical safeguards to protect your information, including access controls limiting rider information to staff who need it and reliance on established platform providers for our website, communications, and payment processing.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Please avoid sending information through our website chat, text, or email that is more sensitive than what we need to arrange your ride.

11. Children's Privacy

Our website is intended for adults. We do not knowingly collect personal information from children under 13 through our website. We do transport minors when the ride is arranged by a parent, guardian, caregiver, or facility, and in that case we collect only the information needed to transport the child safely. If you believe a child has provided us information through our website, contact us and we will delete it.

12. Contact Us

To ask a question about this policy, exercise a privacy right, or file an appeal:

United Care Link LLC 6340 Security Blvd, Ste 100, #1404 Baltimore, MD 21207

Email: [email protected] Phone: 866-254-8885

13. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last Updated" date above. If we make material changes to how we handle your information, we will provide additional notice — for example, by posting a notice on our website. We encourage you to review this policy periodically.