UK Assistance Dog Policy

UK law prohibits private hire vehicle drivers from:

• denying service to riders with assistance dogs because of the presence of the assistance dog; and
• from otherwise discriminating against riders with assistance dogs (such as by requesting additional money from the rider),

unless the driver has a valid medical exemption from their licensing authority.

Uber can and does permanently remove drivers’ ability to use the Uber Driver app where they have been found to engage in discriminatory conduct in violation of the legal obligation to carry an assistance dog, and will report such drivers to the relevant licensing authority in line with local licensing conditions.

If you are travelling with an assistance dog, you do not have to order a ride with the Uber Pet option in order to travel. These legal obligations apply regardless of the ride option chosen.

If a driver holds a valid exemption certificate from their licensing authority, this certificate must be exhibited in their vehicle in compliance with the law.

What is an assistance dog?

Under the Equality Act 2010: “assistance dog” means—

1. a dog which has been trained to guide a blind person;
2. a dog which has been trained to assist a deaf person;
3. a dog which has been trained by a prescribed charity to assist a disabled person who has a disability that consists of epilepsy or otherwise affects the person's mobility, manual dexterity, physical coordination or ability to lift, carry or otherwise move everyday objects;
4. a dog of a prescribed category which has been trained to assist a disabled person who has a disability (other than one falling within paragraph (c)) of a prescribed kind.

There are multiple types of assistance dogs, and thousands of people rely on assistance dogs to help them with their day to day activities. Please remember:

• Not only blind people use assistance dogs.
• Assistance dogs should be allowed to sit in the footwell, with the passenger.
• A driver cannot lawfully deny service to riders unless they have a valid exemption from their licensing authority. This means that drivers cannot refuse service to riders for other reasons, such as allergies or a dislike or fear of dogs (unless these are covered by an exemption certificate). Exemptions are only available for medical reasons.
• It is not a legal requirement for an assistance dog to wear a harness, coat, tag, or lead slip. There is also no legal requirement for riders to provide proof to drivers of their assistance dog’s status, or to register their dog.

Consequences for refusal to transport a rider because of the presence of an assistance dog

If Uber determines that a driver has failed to comply with these legal requirements, it can permanently remove the driver’s access to the Uber Driver app (this includes drivers who decide not to take a trip upon learning that the rider is travelling with an assistance dog). Uber shall make this determination at its sole discretion following a review of the incident. Additionally, Uber may send a report of the offence to the relevant licensing authority and the driver could face prosecution.

How to report an assistance dog complaint

If a rider has an issue related to their assistance dog including, for example, issues regarding ride cancellations, or harassment, they can report the issue to Uber by contacting rider support via the Uber app or telephone. Uber’s specialised support teams will investigate the issue and take appropriate action in accordance with Uber’s Driver Agreement and this Assistance Dog Policy.

See also: Uber’s Community Guidelines and Uber’s Non-Discrimination Policy.