Rideshare FAQs

Rideshare rides are provided by everyday drivers using their own vehicles, through Roundtrip's partnerships with Lyft (our preferred partner) and Uber.

There's no advance-notice requirement — book five minutes out or months ahead. But rideshare is always on-demand: even booked in advance, Roundtrip doesn't search for an available driver until 5–20 minutes before pickup (timing depends on your organization's settings).

Lyft Health and Uber Health just give healthcare staff a different dashboard for booking rides on a patient's behalf — the actual drivers, safety screening, and standards are identical to the regular apps. Their "medically trained driver" option is equivalent to Roundtrip's Medical Sedan.

From our rideshare partners: Lyft's safety policies and Uber's safety policies apply to every ride.

From Roundtrip:

Good fit if the rider:

Vehicles: standard 4-door sedan, or an XL vehicle for larger groups or extra space.

Once a driver is assigned, the rider gets a text or automated call with the driver's name, vehicle info, and ETA — plus a second notification when the driver arrives. Note: Lyft/Uber branding may not appear on every vehicle in every market.

Drivers typically wait 5 minutes after arrival. If a rider needs more time, consider an earlier pickup time or a different vehicle type (taxi or medical sedan).

Yes — a parent, guardian, caregiver, or companion can ride along. Standard rideshare fits up to 4 passengers; XL fits up to 6.

Often yes, in a standard vehicle. An XL vehicle can be requested for more space, though XL availability is more limited and step-in height can be higher.

Only with a parent or guardian along. Unaccompanied minors should use taxi or medical sedan instead.

No — drivers aren't required to help riders in/out of the vehicle, handle belongings, or manage medical equipment. If hands-on help is needed, choose a higher level of transport.

Yes, per ADA rules and rideshare partner policy. Drivers can't ask for proof of service animal status. If a driver refuses a service animal, contact rideqa@roundtriphealth.com. (Personal pets that aren't service animals are up to the driver's discretion.)

No — and since Roundtrip doesn't support tipping in-app, no tip charges are ever passed to your organization.

No official limit — many trips exceed 100 miles or cross state lines. That said, drivers are independent contractors and may decline very long trips. For long-distance transport, taxi or medical sedan may be more reliable.

Drivers are expected to go to the destination entered in the app. Some may agree to a change, but it's not guaranteed and may go against rideshare partner policy.

Anyone — rider, Care Coordinator, driver, or Roundtrip — can cancel. If a driver releases the trip before arriving, another driver is usually assigned automatically. If a driver cancels outright, the rider and Care Coordinator are notified, and the ride can be redispatched.

Possible triggers: canceling after a driver is dispatched, the rider not being at pickup, or a missed connection from incorrect trip info. Fee amount depends on the partner and situation.

Still need help? Contact the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com. Include the Ride ID if asking about a specific ride — see Contact Us for how to find it.