policies & guideLINES

GraceLine Mobility — Rider Policies & Guidelines

*(Applies to All Riders: Seniors, Youth, Students, and Individuals with or without Disabilities)

Inclusive Service Commitment

GraceLine Mobility proudly serves all passengers — including seniors, students, and

individuals with disabilities or other mobility needs — ensuring safe, respectful, and

equitable transportation for everyone.

Our Commitment:

- We provide accessible transportation for riders with and without disabilities.

- All vehicles are ADA-compliant and equipped with wheelchair lifts or securements

when needed.

- Drivers are trained in CPR, First Aid, and ADA securement procedures.

- Riders of all ages — including youth and school students — are treated with care and safety as our top priorities.

Youth & School Student Transportation

- Students must remain seated and wear seatbelts at all times.

- A parent, guardian, or authorized school representative must ensure pickup and

drop-off locations are safe and supervised.

- For school group or after-school trips, a responsible adult or aide may ride along when required.

- Drivers will not release minors without an authorized adult present (unless prior

consent is given in writing).

- Students with special needs will receive appropriate ADA accommodations and

securement.

Senior & Adult Riders

- Door-to-door or curb-to-curb assistance is available upon request.

- Drivers are trained to assist seniors with mobility aids such as walkers, canes, and

wheelchairs.

- Passengers needing extra time during boarding will be given courteous assistance.

- Companions or caregivers may ride free when assisting a senior or disabled rider.

Youth & Adult Riders Without Disabilities

- Riders who do not require ADA accommodations will still receive courteous,

professional service.

- GraceLine Mobility aims to make transportation affordable and accessible for

everyone in our service areas.

- Shared-ride options are available to reduce costs and support community mobility.

Safety & Conduct

- Students and youth must follow driver instructions at all times.

- Eating or drinking should be limited to medical or hydration needs.

- Bullying, harassment, or unsafe behavior will result in suspension.

- GraceLine Mobility enforces a zero-tolerance policy for discrimination or abuse toward passengers or drivers.

Service Areas & Hours

Our standard service area includes Anne Arundel County, Baltimore City, and Baltimore County & Surrounding Ares in Maryland.

Pickups & Timing

Please be ready at your scheduled pickup time. For shared-ride services, a 30-minute pickup window may apply.

 Door-to-door assistance can be provided when requested at booking.

• Be ready at pickup time; 30-minute window may apply

• Driver will wait up to 5 minutes at curb unless door-to-door is arranged

• Keep phones on for dispatch updates

Cancellations & No-Shows

Late cancellations inside two hours and no-shows may incur a fee and could lead to a temporary suspension after repeated occurrences.

• Cancel 24 hours in advance when possible

• Late cancels (< 2 hours) and no-shows may incur a fee

• Repeat no-shows may result in suspension

Operating Hours:

5:30 AM – 8:00 PM, seven days a week (including holidays as available)

 Limited after-hours service is available for scheduled hospital

discharges with 24–48-hour notice.

Contact Information

Address: 750 MD Rte. 3 South, Suite 17A, Gambrills, MD 21054

Phone: 410-459-5841

Email: info@gracelinemobility.com

Website: gracelinemobility.com