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Service animal user guide

Using technology to enable access to reliable and accessible transportation solutions for riders who are blind or have low vision.

Guide to locating Uber’s Service Animal Policy

On a computer

Accessibility Help Center

  • Click on this link to the Service Animal Policy

In the Uber app

Accessibility Help Center

  1. Tap the menu button in the top left corner.
  2. Select Help.
  3. Scroll down to Accessibility.
  4. Choose Riding with Service Animals, then U.S. Service Animal Policy.

Reporting a service animal denial complaint

Our specialized support team handles all service animal–related complaints to ensure that incidents are appropriately investigated, documented, and resolved.

There are several ways to report a service animal denial complaint:

On a computer for users with Uber accounts

Accessibility Help Center

  1. Sign in to help.uber.com using your Uber login credentials.
  2. Scroll down and click on Accessibility.
  3. Search for “service animal policy” and select US Service Animal Policy.
  4. Scroll down to I want to report a service animal issue.

Completed trips

  1. Sign in to help.uber.com using your Uber login credentials.
  2. On the Trip Issues and Refunds page, select the relevant trip using the trip history dropdown menu on the map.
  3. Click on More below the trip details for the selected trip.
  4. Select I want to report a service animal issue in the General Issues section.

On a computer for users without Uber accounts

Find the service animal complaint form here.

In the Uber app

Accessibility Help Center

  1. Tap the menu in the top left corner.
  2. Select Help.
  3. Then select Accessibility.
  4. Tap I want to report a service animal issue.

Completed trips, or trips canceled prior to pickup

  1. Tap the menu in the top left corner.
  2. Select Help.
  3. Then select See All Issues.
  4. Tap I want to report a service animal issue.

By Phone

Call +1 (833) 715-8237 to reach Uber's Safety Incident reporting line. This phone number connects directly to a team of safety agents trained in the unique issues facing riders traveling with service animals.

Fees and refunds

Cancellation fees

If you’re charged a cancellation fee as a result of a service denial, this charge will be refunded by our support team if you report the issue to Uber. Please note that the refund may take up to 5 business days to process on your method of payment.

Service Animal Policy

State and federal law prohibit drivers using the Uber Driver app from denying service to riders with service animals because of the service animals, and from otherwise discriminating against riders with service animals. As explained in Uber’s Community Guidelines and Service Animal Policy, drivers who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver app.

Have questions?

We're here to help you

To find out more information about your Uber account, to browse through frequently asked questions, or to leave feedback on a recent trip.

Visit the Help Center

Offer great service

If you’re interested in learning more about transporting riders with disabilities, check out these resources for drivers.

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*Not applicable in France.