Privacy Policy & Terms of Service

EMS GO ("we," "us," or "our") is a mobile and web application operated by Heartland Ambulance Service, LLC ("Heartland," "HLA") and affiliated transport companies. EMS GO provides non-emergency and emergency medical transport (NEMT) request, dispatch, and workforce management services, and sends operational text messages to the facilities, customers, and team members we serve.

This Privacy Policy explains what personal information we collect, how we use and share it, and the choices you have — including how our SMS text messaging program works and how you can stop receiving messages at any time.

• Contact information: name, employer or facility name, mobile phone number, and email address.
• Facility and transport data: facility name, address, contact details, patient pickup and drop-off information, and related request details submitted for transport.
• Operational data: transport assignments, ETAs, vehicle status, truck check results, scheduling, and timekeeping records.
• Messaging data: the mobile number you provide, the content of messages we send, message delivery status, and your consent, opt-in, and opt-out records (including the date and time you opted in or replied STOP).
• Limited sensitive information: the last four digits of your Social Security Number, used solely to verify identity for HR portal access.

• To process, dispatch, and fulfill transport requests.
• To send transactional and operational SMS messages about transport requests, dispatch status, arrival and ETA updates, truck check reminders, scheduling, and timekeeping.
• To verify identity for administrative, HR, and payroll access.
• To maintain compliance records, audit logs, and service quality.
• To operate, maintain, and improve the service and its features.

Program name and description

The EMS GO messaging program sends operational and transactional text messages relating to medical transport and workforce coordination. Messages are delivered through an Application-to-Person (A2P) 10DLC campaign registered with The Campaign Registry (TCR) and major U.S. wireless carriers, in line with the CTIA Messaging Principles and Guidelines and applicable carrier requirements.

Message types

Messages are transactional and operational in nature. Examples include transport request confirmations, dispatch and crew notifications, unit arrival and ETA updates, delayed or missed-ETA alerts, truck check and shift reminders, timekeeping reminders, and other service-critical notices related to an active request or assignment.

How you opt in

You opt in when you provide your mobile phone number to us and agree to receive text messages — for example, when you submit a transport request through EMS GO or by phone, when you provide your number to a facility or to our dispatch team for transport coordination, or when you are enrolled as a team member or crew member. We do not send text messages to anyone who has not provided their number and consented.

Message frequency and cost

Message frequency varies based on your activity — for example, the number of transport requests you submit, your dispatch assignments, and your shift schedule. You may receive multiple messages in a day while a request or shift is active. Message and data rates may apply for messages sent to and from your mobile device. Please check your mobile plan for details.

How to opt out and get help

You can cancel SMS messages at any time. Reply STOP to any message from us and you will receive one final confirmation message; after that you will no longer receive text messages from the program. Reply HELP to any message for assistance, or contact us using the details provided in your employment records, facility agreement, or transport agreement. Opting out of SMS does not affect your ability to use the app, request transport, or reach our dispatch team by phone.

Carriers

Mobile carriers are not liable for delayed or undelivered messages, and carrier participation may change. Delivery of messages depends on your carrier, network availability, and your device.

No marketing messages, no shared opt-in data

We do not send promotional or marketing text messages through this program without your separate express consent. Text messaging originator opt-in data and consent are not shared with any third parties, and we do not sell, rent, or share your mobile phone number or your messaging consent with third parties or affiliates for marketing or promotional purposes.

We do not sell your personal information. We share information only as described here:

• Messaging service providers: aggregators and carriers that transmit our text messages and return delivery status, acting on our behalf.
• Affiliated transport companies and facilities: for the operational purpose of coordinating and completing a transport or an assignment.
• Service providers: vendors providing hosting, mapping, scheduling, payroll, and similar services under confidentiality obligations.
• Legal requirements: where required by law, court order, subpoena, or to protect the rights, property, or safety of EMS GO, our users, or others.

Mobile opt-in data and consent are excluded from all of the above: text messaging originator opt-in data and consent are never shared with any third parties, and are never shared with affiliates for marketing or promotional purposes.

We retain personal information for as long as needed to operate the service, honor your messaging preferences, meet legal and regulatory obligations, resolve disputes, and enforce our agreements. Timekeeping, payroll, and HR records are retained in accordance with applicable employment and payroll law. Messaging consent records are retained so we can honor opt-out requests.

We use reasonable administrative, technical, and physical safeguards designed to protect personal information, including access controls tied to user roles. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

• Text messages: reply STOP to any message at any time to stop receiving SMS messages. Reply HELP for assistance.
• Access, correction, deletion: you may ask us to access, correct, or delete personal information we hold about you, subject to legal retention requirements.
• State privacy rights: residents of certain states, including California under the CCPA/CPRA, may have additional rights regarding their personal information.

The service is intended for business and adult use and is not directed to children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us so we can delete it.

We may update this Privacy Policy from time to time. The revised version will be posted on this page with a new "Last updated" date, and material changes affecting messaging will be communicated as required by law or carrier requirements.

These Terms of Service ("Terms") govern your access to and use of the EMS GO application, the EMS GO messaging program, and related services (the "Program") operated by Heartland Ambulance Service, LLC ("Heartland," "HLA," "we," "us," or "our"). By accessing or using the Program, or by providing your mobile number to receive messages, you agree to these Terms. If you do not agree, do not use the Program.

EMS GO is a mobile and web application that lets nursing home and facility staff, transport company personnel, and affiliated team members request, dispatch, track, and manage non-emergency and emergency medical transport, and use workforce tools such as scheduling, timekeeping, truck checks, and HR documentation. The Program is provided to authorized users affiliated with Heartland and its affiliated transport companies.

You may use the Program only if you are an authorized employee, facility staff member, or approved user affiliated with Heartland or an affiliated transport company. Access to certain features is governed by your assigned access level and company scope. You are responsible for keeping your login credentials, PIN, and employee ID confidential, and for activity conducted under your account.

Consent. By providing your mobile phone number and agreeing to receive text messages, you consent to receive SMS text messages from EMS GO, Heartland Ambulance Service, LLC, and affiliated transport companies at that number. Messages may be sent using automated technology, including messages triggered by events such as a transport request or an ETA change. Consent to receive marketing or promotional messages is never a condition of receiving transport services or of any transaction. Where operational messaging is an expected part of your role, reasonable alternative arrangements (for example, phone contact) can be made with your supervisor.

Message types. Transport request confirmations, dispatch and crew notifications, arrival and ETA updates, delayed or missed-ETA alerts, truck check and shift reminders, timekeeping reminders, and other service-critical notices.

Frequency and cost. Message frequency varies based on your activity and assignments; you may receive multiple messages per day while a request or shift is active. Message and data rates may apply.

Opt-out and help. Reply STOP to any message to stop receiving SMS messages (you will get one final confirmation). Reply HELP for assistance, or contact us using the details provided in your employment records or transport agreement. Opting out of SMS does not affect your ability to use the other features of the Program.

Your number. You agree to provide accurate, current contact information and to tell us promptly if your mobile number changes or is reassigned. We are not liable for messages sent to a number you no longer own or control.

Carriers. Mobile carriers are not liable for delayed or undelivered messages. Delivery depends on your carrier, network availability, and your device.

You agree not to:

• Use the Program for any unlawful purpose or in violation of these Terms.
• Submit false, misleading, or inaccurate transport, timekeeping, or contact information.
• Attempt to access another user's data or administrative features without authorization.
• Interfere with or disrupt the Program's servers, networks, or security features.
• Send unsolicited messages, or add any phone number, to the messaging program without the number owner's consent.

You retain ownership of information you submit through the Program (for example, transport requests, timekeeping entries, and incident reports). You grant Heartland a non-exclusive, royalty-free license to use, process, and transmit that information to operate the Program and fulfill transport and workforce services.

The Program, including its software, design, content, and trademarks, is owned by Heartland Ambulance Service, LLC and its licensors and is protected by applicable intellectual property laws. Unauthorized use, reproduction, or distribution is prohibited.

The Program is provided "as is" and "as available," without warranties of any kind, express or implied. We do not guarantee that the Program or its messages will be uninterrupted, timely, error-free, or delivered. Transport services are subject to operational availability, weather, traffic, and other factors outside our control.

To the fullest extent permitted by law, Heartland and its affiliates are not liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits or data, arising from your use of or inability to use the Program, including delayed, blocked, or undelivered text messages.

You agree to indemnify and hold harmless Heartland and its affiliates from claims, damages, and expenses arising from your misuse of the Program, your violation of these Terms, or your violation of the rights of another party.

We may suspend or terminate your access to the Program at any time, with or without cause or notice. You may stop receiving text messages at any time by replying STOP. Provisions that by their nature should survive termination remain in effect.

These Terms are governed by and construed in accordance with the laws of the State of Indiana, without regard to its conflict of law provisions. Disputes shall be resolved in the courts located in Allen County, Indiana.

We may modify these Terms at any time. Updated Terms will be posted on this page with a revised "Last updated" date. Your continued use of the Program after changes are posted constitutes acceptance of the revised Terms. If you do not agree, you may reply STOP to stop receiving messages and stop using the Program.

For questions about these Terms, the Privacy Policy, or our text messaging program, contact Heartland Ambulance Service, LLC using the contact information provided in your employment records, facility agreement, or transport agreement.