Riders with a disability who need more time to board a vehicle, or those who frequently accompany riders with disabilities who need more time to board a vehicle can request a refund or submit a waiver for wait time fees if their disability impacts their ability to board a vehicle within 2 minutes of the driver’s arrival at the pickup location (5 minutes for Lux Black and Lux Black XL).
You can request a refund if you have a disability (or traveled with someone with a disability, or requested a ride on behalf of someone with a disability) and needed more time to board a vehicle due to disability.
To request a wait time fee refund, use the ‘Contact us’ button below.
Future wait time fee waivers
If you, or someone that frequently rides with you, is (i) disabled within the meaning of the Americans with Disabilities Act and/or related State or local laws, and (ii) the disability impacts your or your companion's ability to board a vehicle within the allotted time after the vehicle arrives at the designated pickup location, you can request a waiver of wait time fees for your account below by making the following certification.
Please allow at least 7 days for the waiver to take effect. If you are charged a wait time fee after you certify, use the ‘Contact us’ button below for assistance.
Certification of Disability
Sign in to your account using the same login credentials you use on the Rider app.
Select ‘Request a wait time waiver’ under the Wait time fee waivers section.
After reading the waiver, enter your initials in the field provided.
Select ‘Submit waiver’.