Service Terms and Conditions
Version 1.1 · Effective 24 March 2026
1. Definitions
In these Terms and Conditions, unless the context otherwise requires:
"Booking" means a transport service request confirmed by LIFT Mobility, whether for a one-off Trip or recurring services, as evidenced by an Order Reference, booking confirmation, quotation acceptance, service agreement, or other written confirmation issued or accepted by LIFT Mobility.
"Customer" means the individual, organisation, or entity placing the Booking and responsible for payment.
"Passenger" means the individual receiving transport services under a Booking.
"Service Day" means each calendar day on which a Trip is scheduled under a Booking.
"Trip" means a single one-way journey from the agreed pick-up location to the agreed drop-off location.
"No-Show" means a circumstance in which the Passenger is not present, not ready, refuses transport, or is unable to board within the applicable waiting time at the scheduled pick-up location and time.
"Recurring Booking" means a Booking covering multiple Service Days over a defined period, including regular weekly or monthly transport arrangements.
"Order Reference" means the unique reference number or written booking confirmation issued by LIFT Mobility upon confirmation of a Booking.
"LIFT Mobility" means LIFT Mobility Pte. Ltd. (UEN 202605189G).
2. Nature of Service
2.1 LIFT Mobility provides non-emergency transport and transport coordination services only.
2.2 Unless expressly agreed in writing in the applicable Booking, Order Reference, quotation, booking confirmation, or service agreement, LIFT Mobility does not provide ambulance services, emergency response, medical care, nursing care, clinical monitoring, medication administration, oxygen management, suction, lifting, hoisting, repositioning, transfer from bed to wheelchair or stretcher, transfer from wheelchair or stretcher to bed, or caregiving services.
2.3 Wheelchair transport and stretcher transport, where offered, are non-emergency transport services only.
2.4 The Customer is responsible for ensuring that the Passenger is suitable for the booked service and does not require emergency response, clinical monitoring, or medical intervention during the journey, unless expressly agreed otherwise in writing.
2.5 If the Passenger requires emergency medical assistance, the Customer, Passenger, caregiver, or site personnel shall contact the appropriate emergency services immediately.
3. Service Standards and Operating Basis
3.1 Punctuality shall be assessed solely by reference to the scheduled pick-up time.
3.2 A grace period of up to 5 minutes before or after the scheduled pick-up time shall not constitute a delay or service failure.
3.3 Any stated arrival time, departure time, or drop-off time is an estimate only. Traffic, weather, road conditions, access restrictions, security procedures, site delays, passenger readiness, lift access, and other operational circumstances may affect actual timings.
3.4 Unless otherwise agreed in writing, the included waiting time at the pick-up location shall be:
(a) 5 minutes for ambulant or wheelchair transport; and
(b) 10 minutes for stretcher transport.
3.5 If the Passenger is not ready within the applicable waiting time, LIFT Mobility may treat the Trip as a No-Show, cancelled trip, aborted trip, wasted attendance, or completed attendance, and may charge the applicable fees.
3.6 The service scope for each Booking, including whether it is kerb-to-kerb, door-to-door, bedside-to-bedside, return transport, one-way transport, or otherwise, shall be as stated in the applicable Booking, Order Reference, quotation, booking confirmation, or service agreement.
3.7 Any difference between the booked scope and the actual service required or performed may result in revised fees, additional charges, delay, refusal, suspension, or abortion of the Trip.
3.8 LIFT Mobility may refuse, suspend, abort, or terminate a Trip where the Passenger's condition, conduct, equipment, access environment, building conditions, or any other circumstance presents a safety, operational, legal, or regulatory risk.
4. Booking Information and Customer Responsibilities
4.1 All Bookings are subject to availability and are only confirmed when LIFT Mobility issues or accepts written confirmation of the Booking.
4.2 The Customer shall provide complete and accurate booking information, including pick-up and drop-off addresses, times, passenger count, mobility type, equipment needs, escort requirements, access constraints, and any other information reasonably relevant to safe and proper transport planning.
4.3 LIFT Mobility may rely on the information provided by the Customer, Passenger, caregiver, site representative, or authorised contact when accepting, planning, and performing a Booking.
4.4 If any booking information is inaccurate, incomplete, misleading, omitted, or materially changes after confirmation, LIFT Mobility may:
(a) revise the quoted fees;
(b) assign a different vehicle, crew, or service level if available;
(c) delay, refuse, suspend, or abort the Trip; and/or
(d) charge cancellation, waiting, wasted-trip, aborted-trip, or additional service fees, where applicable.
4.5 The Customer shall ensure that:
(a) the Passenger is ready at the agreed pick-up point at the scheduled time;
(b) the Passenger has the required mobility aid or equipment;
(c) the access route is safe and reasonably accessible; and
(d) any necessary caregiver, family member, site representative, or receiving party is present where required.
4.6 Unless expressly agreed otherwise in writing, LIFT Mobility shall not be responsible for delays or failed service caused by inaccessible premises, stairs, lift failures, locked doors, site restrictions, missing escorts, missing receiving parties, unsafe access, or other customer-side or site-side constraints.
5. Equipment
5.1 Where the Passenger uses a wheelchair, stretcher, or other mobility equipment supplied by the Customer, Passenger, or caregiver, LIFT Mobility is entitled to assume that such equipment is safe, suitable, properly maintained, and fit for transport use.
5.2 LIFT Mobility shall not be responsible for any defect, instability, incompatibility, modification, poor maintenance, or unsuitability of customer-supplied wheelchairs, stretchers, or mobility devices.
5.3 LIFT Mobility may refuse transport where any mobility equipment appears unsafe, oversized, incompatible with the assigned vehicle, or otherwise unsuitable for the booked service.
6. Use of Third-Party Transport Providers
6.1 LIFT Mobility may perform the services directly or through third-party fleet partners, subcontractors, or licensed transport providers.
6.2 LIFT Mobility shall use commercially reasonable care in selecting transport providers appropriate for the service being delivered.
6.3 Any such provider shall maintain the licences, permits, and insurance required by applicable law for the transport services being provided.
6.4 Unless expressly stated otherwise in writing, LIFT Mobility remains the contracting party to the Customer.
7. Fees, Invoicing, and Payment
7.1 Fees for the services shall be as set out in the relevant quotation, Booking, Order Reference, booking confirmation, or service agreement.
7.2 Unless otherwise expressly stated in writing, quoted fees cover only the booked transport service and exclude additional or variable charges, including ERP charges, parking charges, tolls, additional stops, extended waiting time, after-hours surcharges, public holiday surcharges, additional manpower, stairs or difficult-access charges, aborted-trip charges, wasted-trip charges, and charges arising from changes in service scope, booking details, access conditions, or customer-side delay.
7.3 LIFT Mobility may charge additional fees where:
(a) the actual service materially differs from the booked service;
(b) the Passenger, caregiver, site representative, or receiving party is not ready on time;
(c) there are additional stops, detours, waiting, or delays beyond the included allowance;
(d) access conditions require additional time, manpower, equipment, or aborted attendance;
(e) there are changes after confirmation; or
(f) additional operational costs are incurred in performing the service.
7.4 Invoicing arrangements, billing cycle, payment timing, credit terms, deposit requirements, prepayment requirements, and the identity of the billing entity shall be as stated in the applicable quotation, Booking, Order Reference, booking confirmation, or service agreement.
7.5 LIFT Mobility may require payment in advance, full prepayment, a deposit, payment upon confirmation, payment before service, cash payment, or post-service invoicing, as stated in the applicable quotation, Booking, Order Reference, booking confirmation, or service agreement.
7.6 Payment shall be made using the payment method specified by LIFT Mobility or stated in the applicable quotation, Booking, Order Reference, booking confirmation, or service agreement.
7.7 Where credit terms are granted and any invoice or part of an invoice remains unpaid after the due date, LIFT Mobility may charge interest on the overdue amount at the rate of 1% per month, accruing on a daily basis from the due date until the date of actual payment in full, whether before or after judgment.
7.8 Any dispute regarding an invoice must be raised in writing within 14 days of the invoice date, failing which the invoice shall be deemed accepted for billing purposes. The Customer shall still pay all undisputed amounts by the due date.
7.9 LIFT Mobility may suspend, refuse, or terminate services on written notice if any payment is overdue or if the Customer fails to comply with the agreed payment terms.
7.10 LIFT Mobility may revise its fees on prior written notice. For Recurring Bookings, any fee revision shall apply prospectively only and shall not affect Trips already confirmed before the effective date of the revision, unless otherwise agreed in writing.
8. Cancellation, No-Show, and Recurring Booking Rules
8.1 For one-off Trips, cancellations may be charged as follows:
(a) less than 12 hours before the scheduled pick-up time: 100% of the applicable Trip fee; and
(b) between 12 and 24 hours before the scheduled pick-up time: 50% of the applicable Trip fee.
8.2 For Recurring Bookings, cancellation of an individual Service Day may be charged as follows:
(a) less than 12 hours before the scheduled pick-up time for that Service Day: 100% of the applicable Trip fee for that Service Day; and
(b) between 12 and 24 hours before the scheduled pick-up time for that Service Day: 50% of the applicable Trip fee for that Service Day.
8.3 A No-Show may be charged at 100% of the applicable Trip fee.
8.4 LIFT Mobility may also charge for waiting time, wasted attendance, aborted trips, additional manpower, or other additional costs where the service cannot proceed or is materially delayed due to customer-side delay, access failure, inaccurate booking information, site conditions, or safety concerns.
8.5 Cancellation of an entire Recurring Booking arrangement must be made in writing. Charges remain payable for all Trips already delivered, already confirmed within the notice period, or already incurred prior to the effective cancellation date.
8.6 LIFT Mobility may cancel, suspend, or refuse any Booking for safety, operational, legal, regulatory, or non-payment reasons. Where LIFT Mobility cancels a confirmed Booking for reasons wholly within its control, the Customer shall not be charged for that cancelled Booking.
9. Liability
9.1 To the maximum extent permitted by law, LIFT Mobility shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive loss, or for any loss of profit, loss of revenue, loss of business, loss of opportunity, or loss of goodwill arising out of or in connection with any Booking or the services.
9.2 LIFT Mobility shall not be liable for any delay, failed service, deterioration in condition, missed appointment, or service disruption arising from traffic, weather, road conditions, access constraints, site delays, inaccurate booking information, passenger readiness issues, equipment issues not caused by LIFT Mobility, or other circumstances beyond LIFT Mobility's reasonable control.
9.3 LIFT Mobility shall not be liable for any act or omission relating to medical care, nursing care, clinical decisions, medication, patient handling, transfer, lifting, hoisting, repositioning, or caregiving support, except to the extent expressly included in writing in the agreed service scope.
9.4 LIFT Mobility's total aggregate liability arising out of or in connection with:
(a) a one-off Booking shall not exceed the total fees paid or payable for that Booking; and
(b) a Recurring Booking or service arrangement shall not exceed the total fees paid or payable by the Customer for the 2 months immediately preceding the event giving rise to the claim.
9.5 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable law.
10. Data Protection
10.1 LIFT Mobility may collect, use, disclose, and process personal data for the purposes of service planning, transport fulfilment, customer support, safety management, invoicing, record-keeping, and related operational, legal, and compliance purposes.
10.2 By placing a Booking, the Customer agrees that LIFT Mobility may collect, use, disclose, and process personal data reasonably required for the performance and administration of the Booking.
10.3 The Customer warrants that it has obtained all necessary notices, consents, and authority to provide Passenger personal data to LIFT Mobility for the purposes of fulfilling the Booking.
10.4 LIFT Mobility may disclose relevant personal data to its drivers, fleet partners, subcontractors, service providers, insurers, professional advisers, and authorities where reasonably necessary for service delivery, compliance, incident handling, insurance, recovery, or legitimate business operations.
10.5 Personal data shall be handled in accordance with applicable data protection laws and LIFT Mobility's privacy practices as updated from time to time.
11. Force Majeure
11.1 LIFT Mobility shall not be liable for any failure or delay in performing its obligations where such failure or delay arises from events beyond its reasonable control, including acts of God, epidemic, pandemic, severe weather, government action, civil unrest, industrial action, road closure, infrastructure failure, major traffic disruption, or transport system failure.
11.2 LIFT Mobility shall use commercially reasonable efforts to notify the Customer of any material force majeure event affecting service delivery.
11.3 If a force majeure event continues for more than 14 consecutive days and materially prevents performance, either party may terminate the affected Recurring Booking or service arrangement by written notice, without prejudice to any fees already accrued or payable.
12. Complaints and Claims
12.1 Any complaint, incident report, or claim relating to a Trip must be notified to LIFT Mobility in writing within 7 days after the relevant Trip.
12.2 The Customer shall provide reasonable supporting details and cooperate with any review, investigation, or insurance process.
13. Amendments
13.1 LIFT Mobility may amend these Terms from time to time by publishing an updated version on its website or otherwise notifying the Customer in writing.
13.2 Any amendment shall apply prospectively from its stated effective date.
13.3 Unless otherwise required by law or agreed in writing, a Booking already confirmed before the effective date of an amendment shall remain governed by the version of the Terms in force at the time that Booking was confirmed.
14. General
14.1 Severability. If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
14.2 No Waiver. No failure or delay by LIFT Mobility in exercising any right or remedy shall operate as a waiver of that right or remedy.
14.3 Entire Agreement. These Terms, together with the applicable signed service agreement, quotation, Booking, Order Reference, and booking confirmation, constitute the entire agreement between the parties in relation to the services to which they apply.
14.4 Conflict and Order of Precedence. If there is any inconsistency between these Terms and any signed service agreement, quotation, Booking, Order Reference, or booking confirmation, the documents shall take priority in the following order, to the extent of the inconsistency:
(a) signed service agreement;
(b) quotation, Booking, Order Reference, or booking confirmation;
(c) these Terms.
15. Governing Law and Dispute Resolution
15.1 These Terms are governed by and shall be construed in accordance with the laws of Singapore.
15.2 The parties shall first attempt in good faith to resolve any dispute by negotiation.
15.3 If the dispute is not resolved within 30 days after written notice of dispute, either party may commence proceedings in the courts of Singapore.
15.4 Nothing in these Terms prevents either party from seeking urgent interim or injunctive relief from the courts of Singapore.
LIFT Mobility Pte. Ltd.
UEN 202605189G
68 Circular Road, #02-01, Singapore 049422