Privacy Policy

1. Who We Are

CN Red Logistics LLC (“CN Red Logistics,” “we,” “us,” or “our”) provides non-emergency medical transportation (NEMT) services in the Charlotte, North Carolina area and surrounding counties. This Privacy Policy describes how we handle information about you when you:

• Visit or use our website;
• Call, text, or email us;
• Schedule, receive, or pay for transportation services; or
• Communicate with our drivers, dispatchers, or staff.

By using our services, you agree to the practices described in this Privacy Policy to the extent allowed by law.

2. Information We Collect

We may collect the following categories of information, depending on how you interact with us:

a. Personal Identification Information

• Name;
• Date of birth (when required for eligibility or safety);
• Home address and mailing address;
• Phone number and email address; and
• Emergency contact information.

b. Transportation & Service Information

• Pick-up and drop-off locations;
• Appointment dates and times;
• Mobility needs (for example, use of a cane, walker, or wheelchair; assistance in and out of the vehicle);
• Notes related to safe transport (for example, “needs extra time entering vehicle”); and
• Trip history and ride details.

c. Health-Related Information

We are not a medical provider, but we may receive limited health-related information that is reasonably necessary to provide safe transportation or verify eligibility, such as:

• Name of your healthcare provider, clinic, or facility;
• General type of appointment (for example, dialysis, therapy, primary care, imaging);
• Insurance, program, or broker information (such as a Medicaid plan, authorization number, or member ID); and
• Any other information you or your representative choose to share with us for transport planning.

We only request and use the minimum amount of information needed to arrange and complete transportation services.

d. Payment & Billing Information

• Billing address and contact information;
• Insurance or program details and authorizations when trips are covered by a payer or broker; and
• Payment information if you pay privately (card details are typically handled by third-party processors and are not stored in full on our systems).

e. Technical & Website Information

When you visit our website, we may automatically collect:

• IP address and general location information;
• Browser type, device type, and operating system;
• Pages viewed, links clicked, and time spent on the site; and
• Cookies or similar technologies that help us remember preferences and improve site performance.

3. How We Use Your Information

We use the information we collect for purposes such as:

• Scheduling, confirming, and completing transportation services;
• Coordinating with healthcare facilities, brokers, and caregivers when needed;
• Communicating with you about pick-up times, delays, and trip changes;
• Verifying eligibility and processing payments or reimbursements;
• Improving our services, safety practices, and operations;
• Maintaining records for auditing, compliance, and legal requirements; and
• Protecting against fraud, misuse, or threats to safety.

We do not sell your personal information.

4. Legal Bases and Reasons for Processing

Depending on the circumstances and applicable law, we may process your information because:

• It is necessary to provide the transportation services you request or that are arranged for you;
• You or your representative have given consent to certain uses of the information;
• We must comply with legal, contractual, or program requirements; or
• We need to help protect your safety, the safety of staff, or the safety of others.

5. How We Share Your Information

We may share your information with:

• Healthcare providers and facilities – to coordinate pick-up and drop-off logistics, verify appointment details, or support safe transport.
• Brokers, insurers, or payers – such as Medicaid transportation brokers or other programs that authorize and pay for trips.
• Service providers and vendors – including dispatch platforms, secure communication tools, and payment processors that help us run our operations.
• Our drivers and staff – on a “need-to-know” basis so they can provide safe and appropriate service.
• Law enforcement or government authorities – when required by law, court order, or to respond to emergencies and safety concerns.

We do not sell or rent your personal information to marketers. Any third parties that receive your information from us are expected to use it only for legitimate business or legal purposes and to protect it appropriately.

6. How We Protect Your Information

We use reasonable physical, technical, and administrative safeguards to help protect your information, including:

• Limiting access to staff and drivers who need the information to perform their job duties;
• Password-protected systems and role-based access where practical;
• Staff training on privacy, confidentiality, and secure handling of information; and
• Secure disposal or destruction of records when they are no longer needed.

While no system can be guaranteed 100% secure, we are committed to improving our safeguards over time.

7. How Long We Keep Your Information

We keep your information only as long as necessary to:

• Provide transportation services and manage our relationship with you;
• Meet contractual obligations with programs, brokers, or payers;
• Comply with legal, regulatory, and record-keeping requirements; and
• Resolve disputes and enforce our agreements.

After that, information may be securely deleted, destroyed, or de-identified in accordance with our retention policies and applicable law.

8. Your Rights and Choices

Depending on your location and the laws that apply, you may have the right to:

• Request access to the information we have about you;
• Request corrections to inaccurate or incomplete information;
• Request deletion of certain information if retention is not required by law or contract; and
• Limit or withdraw consent for certain uses where our processing is based on your consent.

To exercise these rights, contact us using the information in the “How to Contact Us” section below. We may need to verify your identity before responding to your request.

9. Cookies & Website Tracking

Our website may use cookies and similar technologies to remember your preferences, help the site function properly, and understand how visitors use the site. You can usually adjust your browser settings to block or delete cookies. If you do, certain features of the website may not work as intended.

10. Children’s Privacy

Our services are primarily directed to adults, and to children who are being transported to medical appointments with the knowledge and consent of a parent, guardian, or authorized representative. We do not knowingly collect personal information directly from children without appropriate consent.

11. Third-Party Websites

Our website may include links to third-party websites, such as healthcare providers, government agencies, or insurance programs. We are not responsible for the privacy practices or content of those sites. We encourage you to review the privacy policies of any third-party websites you visit.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we do, we will update the “Last updated” date at the top of this page. In some cases, we may provide additional notice (such as by posting a message on our website). Your continued use of our services after changes are posted means you accept the updated Policy.

13. How to Contact Us

If you have questions, concerns, or requests related to this Privacy Policy or our handling of your information, please contact us:

CN Red Logistics LLC
Charlotte, North Carolina
Phone: +1 216-855-2170
Email: dispatch@cnredlogistics.com