Service Animal and Assistive Devices Policy (Canada)

Service Animals

Canadian laws prohibit drivers using the Uber Driver App from discriminating against riders with service animals, including by denying them service. For this reason, and because it’s the right thing to do, Uber’s policy also prohibits drivers who use the Uber Driver App from denying service to a rider because of the rider’s service animal. As explained in Uber’s Community Guidelines, drivers who engage in discriminatory conduct in violation of their legal obligations may lose their ability to use the Uber Driver App. Uber will make this determination in its sole discretion following a review of the incident.

What is a Service Animal?

A service animal is an animal that helps an individual with that individual’s disability. (Disabilities can be visible or non-visible—you can’t always tell who has a disability.)

There are two ways for an animal to qualify as a service animal.

First, an animal is a service animal if it can be easily identified as one. For example, the service animal wears a harness or a vest, or is obviously helping the individual with their disability.

Second, the individual may have a document confirming the animal is a service animal, like a health professional’s letter that the animal is needed due to a disability; a government-issued service-animal card; or, in Québec, a certificate from a service-animal training school.

If the animal is not easily identifiable as a service animal, a driver may ask the individual to show their confirming document.

Legal Obligations of Driver-Partners

Drivers have a legal obligation to provide service to riders with service animals.

By virtue of their written Services Agreement with Uber, all drivers using the Uber Driver App have agreed to comply with the law. If a driver refuses to transport a rider with a service animal because of the service animal, the driver is in violation of the law and is in breach of their agreement with Uber.

There may be very rare circumstances where, because of a driver’s membership in a group protected by human rights legislation, carrying a service animal would be an undue hardship. Uber will not permanently prevent the driver from using the Uber Driver App if (a) the driver has written evidence, like a doctor’s or cleric’s letter, dated before the incident and confirming that they belong to a group protected by human rights legislation and how carrying the service animal is an undue hardship, and (b) the driver (i) arrived at the rider’s location rather than cancelling the request, (ii) got the rider, or helped the rider get, another ride without delay, (iii) waited with the rider until the rider was safely aboard the other ride, and (iv) promptly told Uber of the incident through this link. However, drivers may still be liable to civil and government penalties for refusing service.

How to Report a Service Animal Issue

If a rider has an issue related to their service animal—including issues regarding ride cancellations, harassment, or improper cleaning fees—Uber requests that the rider please report the issue to Uber.

To file a report from the Uber Rider App, navigate to the “I Want To Report A Service Animal Issue” screen, which is available through both the trip details screen and the account menu button.

To file a report from the Uber website, select the “I Want To Report A Service Animal Issue” link here or through the “Help” link on the Uber website.

Please do not call the Critical Safety Line to report a service animal issue, unless at the time of your call you are in an acute incident threatening your safety or the safety of others. The Critical Safety Line is not for reporting past service denials.

Once a rider submits a service animal report, Uber’s specialized support team endeavours to investigate each and every complaint and take appropriate action in accordance with Uber’s Services Agreement and this Service Animal Policy.

We investigate and take action against false claims. Our teams proactively monitor the platform for fraud and we are continuously implementing new processes and technology to identify and prevent fraudulent activity. Any report we find to be related to fraud would not affect a driver’s account.

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.

This policy does not affect a driver’s rights about their own service animals.

Assistive Devices

Canadian laws prohibit transportation providers from denying service to a person with a disability who can get into the vehicle on their own, and also prohibit transportation providers from refusing to assist with the stowing of assistive devices, like folding wheelchairs, walkers, crutches, and canes, as they would any other luggage. For this reason, and because it’s the right thing to do, Uber’s policy prohibits drivers who use the Uber Driver App from refusing service to a rider with a disability who can get into the vehicle on their own and from refusing to assist with stowing assistive devices like folding wheelchairs, crutches, canes and walkers.

How to Report an Assistive Device Issue

If a rider has an issue related to his or her assistive device—including ride cancellations or harassment—Uber requests that the rider please report the issue to Uber.

To file a report from the Uber Rider App, navigate to the “I Want To Report A Wheelchair or Assistive Device Issue” screen, which is available through the account menu button under Help > Accessibility.

To file a report from the Uber website, go to the “I want to report a wheelchair or assistive device issue” link here or through the “Help” link on the Uber website.

Uber’s Role

Uber is neither a transportation provider nor a common carrier, and does not provide the transportation that riders can request using the Uber Rider App. Uber provides technology that enables riders and drivers to network requests for rides among each other. When riders use the Uber Rider App to request a ride, they are not obtaining transportation from Uber; they are obtaining it from the driver, if any, that accepts their trip request. Drivers and riders that use Uber’s technology are not Uber’s employees or agents, and Uber does not accept responsibility for their conduct. However, as stated above, we request that riders submit to Uber reports of any discriminatory events so Uber can investigate and take action. Uber’s Terms and Conditions, which all users agree to, include that Uber has no responsibility or liability related to any transportation, goods or logistics services provided by Third Party Providers other than as expressly set forth in the Terms and Conditions.