Accessibility & Service Animal Policy
Last updated: September 10, 2026
PullUp Rideshare supports lawful, respectful access for riders with disabilities. This policy applies to riders, drivers, account holders, enterprise users, partners, and anyone participating in a PullUp transportation program. It supplements the PullUp Terms of Service and Non-Discrimination Policy.
1. Accessibility Commitment
PullUp and participating drivers must comply with applicable federal, state, and local accessibility and anti-discrimination requirements. A rider may not be denied or provided inferior service solely because of a disability, lawful accessibility request, mobility aid, or other protected disability-related need.
2. Service Animals
Where applicable law requires service-animal access, drivers must transport a lawful service animal without discrimination. Optional driver preferences, allergies, fear of animals, vehicle-cleanliness preferences, ratings, or preferred-driver tools do not override legal service-animal obligations.
A rider may not be charged an additional fee solely because the rider uses a lawful service animal. A rider remains responsible for actual damage caused by the rider or animal to the same extent another rider would be responsible for comparable actual damage, subject to applicable law.
3. Mobility Devices and Assistance
Drivers should make reasonable efforts, consistent with safety and applicable law, to accommodate wheelchairs, walkers, canes, folding mobility devices, and other lawful accessibility equipment that can be safely transported in the assigned vehicle. Drivers must not intentionally damage, discard, or mishandle a rider’s mobility device.
Unless a service is specifically represented as wheelchair-accessible or otherwise specialized, PullUp does not guarantee that every ordinary vehicle can accommodate every mobility device. Riders may be asked for non-medical logistical information reasonably necessary to identify an appropriate vehicle or service.
4. Communication and Reasonable Modifications
PullUp may provide reasonable modifications to procedures when required by law and when the modification does not fundamentally alter the service or create a direct, lawful safety conflict. Riders should provide enough information to allow PullUp or the driver to understand the requested accommodation, but PullUp will not require unnecessary medical details merely to request ordinary accessibility assistance.
5. No Discriminatory Cancellation
A driver may not cancel or refuse a trip because of a lawful service animal, disability, or protected accessibility need. A trip may be declined or ended for a legitimate, non-discriminatory reason such as a real vehicle-capacity limitation, immediate safety threat, unlawful request, or other reason permitted by law. Such reasons may not be used as a pretext for discrimination.
6. Cleaning and Damage
Ordinary shedding, presence of a service animal, or ordinary accessibility-related use does not by itself justify a discriminatory fee. Documented extraordinary damage or cleaning may be handled under the same neutral standards applicable to comparable rider-caused damage, subject to applicable law.
7. Reporting and Review
Riders and drivers should promptly report accessibility or service-animal concerns through available PullUp support channels. PullUp may review trip records, communications, photographs, prior incidents, driver or rider statements, and other relevant information. Serious or repeated violations may result in suspension or deactivation.
8. Safety and Specialized Transportation
PullUp is not an emergency medical service. A rider who requires emergency medical care should call 911 or the appropriate emergency service. A request involving specialized medical equipment, lifting, transfer assistance, wheelchair-securement systems, or another service beyond ordinary transportation may require a separately qualified provider or program.
9. Protected Parties and No Personal Liability
For this policy, “Protected Parties” means Onyx Repository Foundation, PullUp Rideshare, and their current and former directors, officers, founders, employees, volunteers, contractors, agents, representatives, successors, and assigns, including Rodney Addison and Amanda Dixon when acting in connection with PullUp, Onyx Repository Foundation, or an authorized program.
To the fullest extent permitted by law, no Protected Party incurs personal liability merely because that person received an accessibility request, communicated policy requirements, matched a rider with available service, investigated a complaint, made a good-faith operational decision, or otherwise acted within authorized organizational duties.
This protection does not limit any liability that applicable law does not permit to be limited, including liability for a person’s own unlawful discrimination, fraud, willful misconduct, or other non-waivable conduct.
10. No Guarantee of a Particular Vehicle or Outcome
Except where a specific service agreement states otherwise or law requires it, an accessibility request does not guarantee a particular driver, vehicle, pickup time, route, or specialized equipment. PullUp will make reasonable efforts consistent with service availability, safety, program scope, and applicable law.
11. Indemnification for Misuse
To the fullest extent permitted by law, a person who knowingly submits fraudulent accessibility information, intentionally damages property, or otherwise materially misuses the platform agrees to defend, indemnify, and hold harmless PullUp and the Protected Parties from third-party claims caused by that misconduct. This does not shift liability that law requires a Protected Party to bear.
12. Controlling Law
If this policy conflicts with a non-waivable accessibility or anti-discrimination requirement, the applicable law controls. Nothing here reduces rights or protections that cannot lawfully be waived.