Important Legal Notice
State and federal law prohibit drivers using the BlueBuzzer drivers from denying service to Clients with service animals because of the service animals, and from otherwise discriminating against Clients with service animals.
What is a Service Animal?
Legal Definition
A service animal is an animal that is trained to work or perform tasks for an individual with a disability.
Permitted Questions for Drivers
The law provides that there are only two questions that a driver may ask to confirm that a Client's animal is a service animal:
- Is the animal required because of a disability?
- What work or task has the animal been trained to perform?
The driver may not request that the Client present documentation proving that the Client's animal is a service animal.
What is NOT Required
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.
Important: Emotional support animals, therapy animals, and companion animals are not considered service animals under the ADA unless they are trained to perform specific tasks related to a disability.
Legal Obligations of Drivers
Mandatory Service
Drivers have a legal obligation to provide service to Clients with service animals.
Prohibited Reasons for Denial
A driver CANNOT lawfully deny service to Clients with service animals because of:
- Allergies - Driver or other passenger allergies
- Religious objections - Personal or religious beliefs about animals
- Generalized fear of animals - Phobias or discomfort around animals
- Vehicle type - Size or type of vehicle
- Personal preference - Dislike of animals in vehicles
Driver Agreement
All drivers using the Driver App have been made aware of their legal obligation to provide service to Clients with service animals and have agreed to comply with the law.
If a driver refuses to transport a Client 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 BlueBuzzer.
Consequences for Refusal to Transport
Single Incident Policy
If BlueBuzzer determines that a driver knowingly refused to transport a Client with a service animal because of the service animal, the driver will be permanently prevented from using the Driver App.
BlueBuzzer shall make this determination in its sole discretion following a review of the incident.
Multiple Complaint Policy
If BlueBuzzer receives plausible complaints on more than one occasion from Clients that a particular driver refused to transport a Client with a service animal, that driver will be permanently prevented from using the Driver App, regardless of the justification offered by the driver.
Disciplinary Actions
First Offense
3-Day Suspension
Immediate suspension from the Driver App for 3 days
Second Offense
1-Week Suspension
Extended suspension from the Driver App for 7 days
Third Offense
Permanent Termination
Termination of the leader contract with BlueBuzzer
How to Report a Service Animal Complaint
Reporting Process
If a Client has an issue related to his or her service animal—including issues regarding ride cancellations, harassment, or improper cleaning fees—the Client can report the issue to BlueBuzzer.
Investigation Timeline
Once a Client submits a service animal complaint:
- BlueBuzzer's specialized support team will investigate the issue
- Appropriate action will be taken based on findings
- Client will be notified within one week of the outcome
- All notifications are made in reasonable good faith
How to File a Complaint
Open App
Open the BlueBuzzer Passenger App or Driver App
Select Support
Navigate to the "Support" section in the app menu
Contact Us
Click on "Contact Us" and select "Service Animal Issue"
Provide Details
Submit your complaint with trip details and description
Rights of Clients with Service Animals
Right to Service
Clients cannot be denied service because they travel with a service animal.
Refund of Charges
A Client will be refunded any trip cancellation charges or other charges imposed because a driver denied a Client service because of a service animal.
Right to Information
Client will be informed by BlueBuzzer of what action BlueBuzzer taken in response to their complaint about discrimination on the basis of a service animal, including whether BlueBuzzer has terminated its contract with the driver involved.
Compensation for Discrimination
A Client will be provided an account credit of $20 for each instance in which a driver's contractual relationship with BlueBuzzer will be suspended for 3 days (first offense) as the result of a report that the driver refused to transport the Client because of a service animal.
Cleaning Fees Policy
No Fees for Shedding
Client cannot be charged cleaning fees for shedding by their service animals. Clients will be refunded any cleaning fees charged for shedding by their service animals.
Bodily Fluids Policy
A Client will be charged for the first or second reported mess involving a service animal's bodily fluids. Third reported mess involving a service animal's bodily fluids, BlueBuzzer will disable customer from using service.
Contesting Fees: The Client may contest that such a mess occurred by responding to the fee notification email to notify customer support. If a Client contests the cleaning fee, BlueBuzzer will make a reasonable good faith effort to determine whether a mess occurred.
Cleaning Fee Schedule
| Reported Incident | Fee Amount | Additional Action |
|---|---|---|
| First Reported Mess Bodily fluids only |
$100 | Warning issued |
| Second Reported Mess Bodily fluids only |
$125 | Account review |
| Third Reported Mess Bodily fluids only |
$150 | Service disabled |
Important Note
Cleaning fees only apply to bodily fluids incidents. Normal shedding, hair, or minor dirt from service animals does not qualify for cleaning fees under any circumstances.
Need Help with Service Animal Issues?
Contact Support
- accessibility@bluebuzzer.com
- 1-888-804-4179
- In-App Support Center