Service Animal Policy

Service animal policy: What you need to know

PCONN App’s Policy:  Always accommodate passengers with service animals.

FAQ for riders

Reporting a service animal issue for riders

Riders can report any problems they have taking a ride with a service animal using:

Driver canceled my ride

Riders can easily report drivers even if they didn’t complete the ride request. Just include the ride’s estimated start time in the report and note if a different driver completed the ride.

Reporting in the app

Riders can submit a service animal complaint using the ‘Help’ tab or the ‘Ride history’ tab in the PCONN App app.

Note: Riders can still report drivers who didn’t complete the ride request. Include the ride’s estimated start time in the report if a different driver completed it.

To submit a service animal complaint email us at or by clicking the ‘Help’ button:

  1. Open the PCONN App app menu, then tap the ‘Help’ button.
  2. Under the ‘All Help’ section, tap ‘PCONN App ride and payment issues.’
  3. Tap ‘Service animal denied’ under the ‘Ride issues’ heading.
  4. Tap ‘Chat with Support.’

After submitting a support message, we will contact you promptly

FAQ for drivers

What is a service animal?

Service animals are working animals, not pets. Service animals undergo extensive training to assist individuals with disabilities. They help blind people travel, alert deaf people to sounds, protect persons who are having a seizure, and perform many other tasks to help individuals with disabilities.

Service animals are not required to wear a tag or vest or be registered. Riders with service animals do not need to display any kind of proof that their animal is a service animal. In other words, if a rider with a dog says it is a service animal, the driver should transport the rider.

Your rights as an independent contractor

It’s the law.  Both you and PCONN App must comply with the law and accommodate service animals.

Consequences for refusing to take a rider with a service animal

At all times, Drivers must be able to verify the following:

  • That the Driver is the owner or authorized user of the vehicle and has received all of the required insurance and lienholder disclosures required by section 2603.2.
  • That Driver has notified Driver’s personal insurance company or policyholder that Driver will be using the vehicle to provide transportation network services to the public for compensation.
  • That if Driver will not be using a vehicle that Driver owns, that Driver has notified the owner of the vehicle and informed the owner of Driver’s intended use for PCONN App App.
  • That Driver has received notification of all requirements under subsection (b) and has complied with those
Vehicle Inspection Form

If a driver refuses a rider with a service animal, the driver could face immediate and permanent deactivation if an investigation into the alleged denial verifies a wrongful denial.

How to identify a service animal as a true service animal

Service-animal fraud places passengers at risk of deactivation.

To confirm the services animal is a true service animal, you may ask two questions of riders who report their animals are service animals:

  1. Is the animal required because of a disability?
  2. What work or task has the animal been trained to perform?

Some passengers use service animals for reasons that aren’t obvious, like epilepsy or heart conditions. Not all service animals wear tags, and they come in all shapes and sizes. For these reasons, it’s best that you accommodate animals when they’re reported to you by riders as being service animals.

If you have a question about the policy, or would like to report a rider who you suspect is abusing the policy, you should contact

Info for drivers with service animals

It’s PCONN App ’s policy that drivers are permitted to ride with their service animals. However, this may limit the number of passengers you can carry, and some passengers may be uncomfortable or allergic around your service animal and will ask you to cancel their request. It’s advised that you call the passenger in advance to notify them of the service animal. If they’re unable to ride with your service animal, you must cancel the ride so they can request another driver. Pro-tip: If the request came from nearby, sign out of driver mode for a minute so that you don’t receive the passenger’s next request.

To report a Service Animal Policy violation, email us at or select ‘Contact Us’ at the bottom of this page.

Accepting passengers with non-service animals

If a passenger has an animal with them, you may ask them two questions:

  1. Is the animal required because of a disability?
  2. What work or task has the animal been trained to perform?

If you ask the two questions above and the rider tells you that the animal is not a service animal, you have control to cancel the ride and let support know — it won’t impact your cancel rating.

Although we encourage you to take all animals, emotional support animals aren’t covered under our Service Animal Policy or the law so you’re not required to accommodate them.

What’s the best way to transport a service animal?

Riders must be permitted to have their service animal with them at all times. They should not be asked to place their service animals in the back or trunk of a vehicle.

Many service animals are trained to ride in vehicles, or sit on the floor of the rear seat.

Some drivers like to carry a towel or blanket in their vehicle. These items can be placed on top of the seats to protect the vehicle’s interior.

How to report a service animal problem

Email the Service Animal Hotline at and we’ll assist you. Passengers and drivers who prefer to report a problem in writing may select ‘Contact Us’ below.