If a rider has an issue related to his or her service animal - including issues regarding ride cancellations, harassment, or improper cleaning fees - PAS41 requests that the rider please report the issue to PAS41.

To file a report from the PAS41 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 PAS41 website, select the "I Want To Report A Service Animal Issue" through the "Help" link on the PAS41 website.

Once a rider submits a service animal report, PAS41's specialized support team endeavors to investigate each and every complaint and take appropriate action in accordance with PAS41's Platform Access 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 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. Please let us know, and we will process your request according to our Rider Refund Policy.

Assistive Devices

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, PAS41's policy prohibits drivers who use the PAS41 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 - PAS41 requests that the rider please report the issue to PAS41.

To file a report from the PAS41 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 PAS41 website, go to the "I want to report a wheelchair or assistive device issue" through the "Help" link on the PAS41 website.