Reliable rides.
Compassionate care.

If you need to cancel or reschedule a private-pay ride, please call 337-563-8490 at least 24 hours before the scheduled pickup time whenever possible.

A rider may be considered a no-show when the rider is not present or ready at the confirmed pickup location within the allowed pickup period, we cannot reach the rider using the contact information provided, or the rider cancels after the driver has already been dispatched or arrived.

Repeated late cancellations or no-shows may affect a customer’s ability to reserve future private-pay rides. Any private-pay cancellation, no-show, or driver-waiting charge will be disclosed before the ride is confirmed. We will not impose such a charge on a broker- or insurance-arranged ride when prohibited.

For Medicaid, insurance, health-plan, facility, or broker-arranged rides, follow the cancellation procedure and rules provided by the organization that scheduled the trip.

Riders should be ready at the confirmed pickup location at the beginning of the communicated pickup window. Drivers will make a reasonable effort to locate the rider and may call the phone number provided.

For private-pay rides, the driver will ordinarily wait up to 10 minutes after the confirmed pickup time, unless a different arrangement is made in advance. After that period, the ride may be recorded as a no-show so the driver can remain on schedule.

Pickup and return times may be affected by traffic, weather, road closures, medical appointment delays, emergencies, or other conditions outside our control. Significant delays will be communicated whenever reasonably possible, but exact arrival times cannot be guaranteed.

For “will call” return rides, the rider or an authorized representative must notify us when ready. We will provide the best available estimated pickup time; immediate pickup is not guaranteed. Applicable private-pay wait-time charges will be explained before booking. Broker-, Medicaid-, insurance-, or facility-arranged rides remain subject to that program’s requirements.

Riders and accompanying persons must follow reasonable driver safety instructions, wear seat belts, remain seated until the vehicle stops, treat people and property respectfully, and keep belongings from blocking aisles, doors, or safety equipment.

• No threatening, abusive, discriminatory, sexually inappropriate, or disruptive behavior.
• No smoking, vaping, illegal drugs, alcohol consumption, or open alcohol containers.
• No weapons except as protected or required by applicable law.
• No eating or drinking unless medically necessary or approved in advance.

Transportation may be refused, ended, or rescheduled when conduct creates an immediate safety risk, a rider requires emergency medical transportation, or transportation would violate applicable law. Call 911 for a medical emergency. We do not provide medical diagnosis, treatment, monitoring, lifting, or emergency care.

An adult traveling with a child is responsible for providing and properly installing any legally required child safety seat unless another written arrangement has been made. We currently provide ambulatory transportation for passengers who can enter and exit without a wheelchair lift. Call before booking to discuss mobility needs or accommodations.

Trained service animals may accompany their handlers as required by law, with no additional fare or cleaning deposit solely because a rider uses a service animal. When an animal’s role is not obvious, staff may ask only whether the animal is required because of a disability and what work or task it is trained to perform. We do not require certification, identification, a vest, or proof of disability.

The animal must remain under the handler’s control. It may be excluded only when permitted by law, including when it is not housebroken or is out of control and the handler does not take effective action. We will make a reasonable effort to transport the rider without an excluded animal.

Emotional-support, comfort, and companion animals that are not trained for disability-related work are not service animals under the ADA. Call before booking about pets or other animals. To request a reasonable modification or communication assistance, call 337-563-8490.

We may receive information provided by a rider or authorized representative, including names, contact information, pickup and destination details, appointment information, mobility or accommodation needs, payment or insurance-related information, and service communications or records. Our website provider may collect limited technical information for security and website operation.

We use information to schedule and provide rides, communicate, process authorized payments, document services, respond to concerns, protect safety, meet legal and contractual requirements, and improve operations. We may share only reasonably necessary information with authorized drivers, scheduling providers, brokers, health plans, insurers, healthcare facilities, payment processors, technology providers, advisers, or authorities when needed to operate, provide or pay for service, protect safety, or follow the law.

We do not sell riders’ personal or health-related information. No electronic communication or storage method is completely secure; do not send highly sensitive medical, financial, or identification information through an unsecured website message or social-media account. Call us for an appropriate way to provide necessary information.

For privacy questions, corrections, or concerns, call 337-563-8490. Identity verification may be required before a service record is discussed or changed.

Private-pay pricing will be explained before confirmation and may depend on mileage, trip time, wait time, tolls, additional stops, requested assistance, or other agreed details. Payment is due according to the booking terms, and a reservation is not final until confirmed by Cooper’s Medi Transportation.

If we cancel a prepaid private-pay ride and cannot provide the agreed service, the customer will receive a refund for the unprovided ride. Refunds for customer cancellations, unused trip portions, deposits, wait time, or no-shows follow the terms accepted at booking and applicable law.

For rides arranged or paid for by Medicaid, a health plan, insurance program, broker, facility, or another organization, that organization controls eligibility and payment decisions. Coverage is not guaranteed merely because transportation is requested. Riders are responsible for any private-pay amount they knowingly approve when a ride is not covered.

We provide respectful service without unlawful discrimination. We do not deny service or treat a person differently because of race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, or another protected status.

To request an accommodation, report a concern, or make a complaint, call 337-563-8490. Please provide the rider’s name, date of service, what happened, and the best way to respond. Complaints will be reviewed as promptly and fairly as reasonably possible, and retaliation for a good-faith complaint is prohibited.

Riders whose trip was arranged by another organization may also use that organization’s complaint or appeal process. Nothing in this policy limits the right to contact an appropriate government or civil-rights agency.

This website provides general information. Its use does not create a transportation agreement, guarantee availability, confirm insurance eligibility, or reserve a ride. A ride is scheduled only after Cooper’s Medi Transportation or the responsible organization confirms it.

The website is not a medical service and does not provide medical advice. Call 911 for emergencies. Services, hours, service areas, prices, eligibility requirements, and policies may change; call to confirm information important to a particular trip.

Website text, logos, photographs, and branding owned by Cooper’s Medi Transportation may not be copied or used commercially without permission. Third-party links are provided for convenience, and we do not control their content, availability, or privacy practices.

To the extent permitted by law, Cooper’s Medi Transportation is not responsible for losses caused solely by website interruption, outdated third-party information, or reliance on general website content instead of a confirmed reservation. These terms are governed by applicable federal law and Louisiana law.