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Service animal policy for Canadian riders

Lyft's service animal policy and the law requires drivers to accommodate riders with service animals. Service animals are always welcome in any Lyft ride.
You can choose to disclose your service animal within the Lyft app by viewing the ‘Accessibility’ section and filling out the optional service animal disclosure form.
When you disclose your service animal, we’ll notify your driver that you’re travelling with a service animal, and remind them it’s against the law and Lyft’s policy to not accommodate riders with service animals.
View the Frequently asked questions section to learn more.
Note: Pet rides are only currently available in the U.S.
Page overview:
Policy info and guides for users
You can download a copy of our policy and FAQs below.
Select your preferred language to view each document:
Frequently asked questions
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.
How can I disclose my service animal?
You can choose to disclose your service animal within the Lyft app by viewing the 'Accessibility' section and filling out the optional service animal disclosure form.
We’ll let drivers know you’re travelling with your service animal so they’re better prepared to accommodate you at pickup. We’ll also remind them that it’s Lyft’s policy and the law to always accommodate service animals.
Drivers will not be able to view your disclosure form or answers.
What information will be shared with my drivers if I choose to disclose my service animal?
Your driver will be notified that you may be travelling with a service animal. We will not ask for or share the specific details of your disability or the task performed by your service animal.
Drivers will not be able to view your disclosure form or answers.
Will my ride cost more if I disclose my service animal?
No. Disclosing your service animal will not result in any additional charges to your ride. Service animals are always welcome in any Lyft ride.
What can drivers ask me about my service animal?
A driver may ask if the animal is required because of a disability.
Drivers may not request that you present documentation proving that your animal is a service animal.
Can I use this form for my emotional support animal?
Do not submit this form for pets. Animals that have not been trained to perform a specific job or task do not qualify as service animals under the law and Lyft’s Service Animal Policy.
Your Lyft rider account may be deactivated if Lyft determines that you misrepresented your pet as a service animal.
How do I report a service animal issue?
You can report any problems you have taking a ride with a service animal using:
  • Our Service Animal Hotline: 1-844-554-1297
  • The ‘Contact us’ button at the end of the article
  • The Lyft 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 by clicking the ‘Help’ button:
  1. Open the Lyft app menu, then tap the ‘Help’ button.
  2. Under the ‘All Help’ section, tap ‘Lyft ride and payment issues.’
  3. Tap ‘Service animal denied’ under the ‘Ride issues’ heading.
  4. Tap ‘Call Service Animal Help Line’ or ‘Chat with Support.’
To submit a service animal complaint using the ‘Ride History’ button:
  1. Open the Lyft app main menu, then tap ‘Ride History.’
  2. Tap the ride you want to report under the date the ride occurred, then navigate to the ‘Help’ heading.
  3. Tap ‘Get help with another issue.’
  4. Under ‘More help topics’ heading, tap ‘Service animal denied.’
  5. Tap ‘Call Service Animal Help Line’ or ‘Chat with Support.’
After submitting a support message, you can find the response in the ‘Support Inbox’ button on the ‘Help’ page.

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