Service Animal Policy

State and federal law prohibit driver-partners using the RideSpider Services and App from denying service to riders with service animals because of the service animals, and from otherwise discriminating against riders with service animals. As explained in RideSpider’s Non-Discrimination Policy, driver-partners who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver App.

What is a Service Animal?

A service animal is an animal that is trained to work or perform tasks for an individual with a disability.

The law provides that there are only two questions that a driver-partner may ask to confirm that a rider’s animal is a service animal: (1) Is the animal required because of a disability? And, (2) What work or task has the animal been trained to perform? The driver-partner may not request that the rider present documentation proving that the rider’s animal is a service animal.

There is no requirement that a service animal wear a tag, be registered, or display any kind of proof that it is a service animal.

Legal Obligations of Driver-Partners

Driver-partners have a legal obligation to provide service to riders with service animals.

A driver-partner CANNOT lawfully deny service to riders with service animals because of allergies, religious objections, or a generalized fear of animals.

By virtue of their written Services Agreement with RideSpider, all driver-partners using the Services or Driver App have been made aware of their legal obligation to provide service to riders with service animals and have agreed to comply with the law. If a driver-partner refuses to transport a rider with a service animal because of the service animal, the driver-partner is in violation of the law and is in breach of their agreement with RideSpider.

Consequences for Refusal to Transport a Rider with a Service Animal

If RideSpider determines that a driver-partner knowingly refused to transport a rider with a service animal because of the service animal, the driver-partner will be permanently prevented from using the Driver App. RideSpider shall make this determination in its sole discretion following a review of the incident.

If RideSpider receives plausible complaints on more than one occasion from riders that a particular driver-partner refused to transport a rider with a service animal, that driver-partner will be permanently prevented from using the Services and Driver App, regardless of the justification offered by the driver-partner.

How to Report a Service Animal Complaint

If a rider has an issue related to his or her service animal—including issues regarding ride cancellations, harassment, or improper cleaning fees—the rider can report the issue to RideSpider.

Once a rider submits a service animal complaint, RideSpider’s support team will investigate the issue and take appropriate action in accordance with RideSpider’s Services Agreement and this Service Animal Policy. RideSpider’s specialized support team will then make a reasonable and good faith effort to notify the rider within a week of the outcome of the investigation and the actions taken.

Rights of Riders with Service Animals

Riders cannot be denied service because they travel with a service animal. A rider will be refunded any trip cancellation charges or other charges imposed because a driver-partner denied a Rider service because of a service animal.

Riders will be informed by RideSpider of what action RideSpider takes in response to their complaint about discrimination on the basis of a service animal, including whether RideSpider has terminated its contract with the driver-partner involved.

Cleaning Fees

Riders cannot be charged cleaning fees for shedding by their service animals. Riders will be refunded any cleaning fees charged for shedding by their service animals.

A rider is responsible for the care and conduct of their service animal. Riders can be charged cleaning fees for damages to the vehicle by their service animals.  RideSpider will make a reasonable good faith effort to determine whether a mess or damage occurred.

Last updated: October 17, 2019


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