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    Wait time fee waivers

    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).

    Wait time fee refunds

    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.
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    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.
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    Certification of Disability

    To sign the waiver:
    1. Go to your account profile.
    2. Sign in to your account using the same login credentials you use on the Rider app.
    3. Select ‘Request a wait time waiver’ under the Wait time fee waivers section.
    4. After reading the waiver, enter your initials in the field provided.
    5. Select ‘Submit waiver’.
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