State and federal law generally prohibit transportation providers from denying service to riders because of their service animals, and from otherwise discriminating against riders with service animals. For this reason, and because it’s the right thing to do, GuardianRide’s policy also prohibits drivers who use the AccuTrack App from denying service to a rider because of the rider’s service animal. There are no exceptions to this policy due to allergies, religious objections, or a generalized fear of animals. As explained in GuardianRide’s Community Guidelines, drivers who engage in discriminatory conduct in violation of GuardianRide’s policy may lose their ability to use the AccuTrack App. GuardianRide 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 is trained to work or perform tasks for an individual with a disability.

If a driver is not sure if a rider's animal is a service animal, the driver may ask if it is a service animal and what tasks the animal is trained to perform.

Consistent with legal requirements, service animals are not required to wear a tag, be registered, or display any kind of proof that it is a service animal. Riders are not required to provide documentation to drivers.

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—GuardianRide requests that the rider report the issue to GuardianRide.

To file a report, submit an email to support@guardianride.com.

Once a rider submits a service animal report, GuardianRide’s specialized support team will investigate each complaint and take appropriate action in accordance with this Service Animal Policy.

We investigate and take action against false claims. Our teams proactively monitor the platform for fraud and continuously implement new processes and technology to identify and prevent fraudulent activity. Reports found to be related to fraud will not affect a driver’s account.

Cleaning Fees

Riders with service animals are not required to pay cleaning fees for hair or shedding from a rider's service animal, and drivers are not entitled to such fees. If you are a rider with a service animal and you are charged a cleaning fee for your service animal's hair or shedding, you may be eligible for a refund.

The law generally prohibits transportation providers from denying service to a person with a disability who can get into the vehicle on their own, and also prohibits 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, GuardianRide’s policy prohibits drivers who use the AccuTrack 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—GuardianRide requests that the rider report the issue to GuardianRide.

To file a report, send an email to support@guardianride.com.