01Our commitment
Disability is not a basis for refusing service on the Joyride Platform. Drivers must transport Riders with disabilities to the same destinations, on the same routes, at the same rates, and with the same level of service as other Riders. This policy works alongside our Anti-Discrimination Policies and our Service Animal Policy.
02Foldable wheelchairs and assistive devices
Foldable wheelchairs, walkers, canes, crutches, oxygen tanks, and similar assistive devices can be transported in nearly every Joyride-eligible vehicle. Drivers must:
- load the device into the trunk or cabin, with reasonable assistance from the Rider or the Rider's companion if needed;
- treat the device with care — assistive devices are expensive, often custom-fitted, and central to the Rider's independence;
- not charge an extra fee for transporting an assistive device; and
- complete the ride as requested.
If your vehicle's cargo area cannot physically accommodate a specific device, communicate respectfully with the Rider and help arrange an alternative. "It might damage my paint" or "I don't want it in my car" is not a sufficient reason.
03Wheelchair-accessible vehicles (WAVs)
Some Riders use non-foldable power wheelchairs or scooters that cannot be transported in a standard vehicle. These Riders need a wheelchair-accessible vehicle (WAV) with a ramp or lift.
Joyride is working to make WAV service available in every market where we operate. Where Joyride offers a WAV ride option, Riders can request a WAV directly from the rider app. Where WAV service is not yet available in a market, we will display that fact in the Rider app and provide information about alternative paratransit or wheelchair-accessible options available in the market.
Riders are not charged more for WAV rides than they would be charged for an equivalent standard ride.
04What Drivers must do
- Accept the ride and complete it. The Rider's use of an assistive device is not a reason to cancel.
- Load, secure, and unload foldable assistive devices that the vehicle can reasonably carry.
- Help the Rider into and out of the vehicle if they request it. Hands-on assistance with transfers is at the Rider's direction.
- Wait a reasonable amount of additional time at pickup and drop-off when needed.
- Follow the Rider's lead. The Rider knows their own needs.
05What Drivers may not do
- Refuse to transport a Rider because of a disability or assistive device.
- Cancel a ride after seeing a wheelchair, walker, cane, or other assistive device at pickup.
- Ask the Rider to ride in a different vehicle, wait for a different Driver, or arrange their own loading.
- Charge an extra fee for handling a foldable assistive device.
- Refuse to transport a Rider's service animal — see our Service Animal Policy.
- Mark a disability-related cancellation as a no-show, a safety concern, or anything else.
06Service animals
Service animals — typically dogs trained to perform tasks for Riders with disabilities — must always be transported. The details are in our Service Animal Policy.
07Reporting a problem
If you are a Rider and a Joyride Driver refuses service, fails to assist with an assistive device, or otherwise violates this policy, please report it:
- Use the in-app "report a problem" flow on the ride.
- Email support@joyride.cool with the ride ID, date and time, pickup location, and what happened.
We investigate every report. We do not require documentation of your disability to file a complaint.
08Consequences
Joyride treats refusal to accommodate a Rider with a disability as a zero-tolerance matter. A confirmed refusal results in permanent deactivation from the Joyride Platform — typically on the first incident. Joyride may also cooperate with civil-rights agencies, regulators, and other authorities investigating disability-related refusals.