Service Animal and Assistive Devices Policy (Canada)

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Last updated: 07 November 2024

Service Animals Canadian laws prohibit Drivers using the HOPP Driver App from discriminating against Passengers with service animals, including by denying them service. For this reason, and because it’s the right thing to do, HOPP Canada’s policy also prohibits Drivers who use the HOPP Driver App from denying service to a Passenger because of the Passenger’s service animal. As explained in HOPP Canada’s General Terms for Drivers, Drivers who engage in discriminatory conduct in violation of their legal obligations may lose their ability to use the HOPP Driver App. HOPP Canada will make this determination in its sole discretion following a review of the incident.

What is a Service Animal? A service animal is an animal that helps an individual with that individual’s disability. (Disabilities can be visible or non-visible, you can’t always tell who has a disability.) There are two ways for an animal to qualify as a service animal. First, an animal is a service animal if it can be easily identified as one. For example, the service animal wears a harness or a vest, or is obviously helping the individual with their disability.

Second, the individual may have a document confirming the animal is a service animal, like a regulated health professional’s letter that the animal is needed due to a disability; a government-issued service-animal card; or, in Québec, a certificate from a service animal training school.

If the animal is not easily identifiable as a service animal, a Driver may ask the individual to show their confirming document.

Legal Obligations of Drivers Drivers have a legal obligation to provide service to Passengers with service animals. By virtue of their written General Terms for Drivers with HOPP Canada, all Drivers using the HOPP Driver App have agreed to comply with the law. If a Driver refuses to transport a Passenger with a service animal because of the service animal, the Driver may be in violation of the law and in breach of their agreement with HOPP Canada.

There may be very rare circumstances where, because of a Driver’s membership in a group protected by human rights legislation, carrying a service animal would be an undue hardship.

HOPP Canada will not permanently prevent the Driver from using the HOPP Driver App if (a) the Driver has written evidence, like a doctor’s or cleric’s letter, dated before the incident and confirming that they belong to a group protected by human rights legislation and how carrying the service animal is an undue hardship, and (b) the Driver (i) arrived at the Passenger’s location rather than cancelling the request, (ii) got the Passenger, or helped the Passenger get, another ride without delay, (iii) waited with the Passenger until the Passenger was safely aboard the other ride, and (iv) promptly told HOPP Canada of the incident through the customer support in the HOPP Driver App. However, Drivers may still be liable to civil and government penalties for refusing service.

How to Report a Service Animal Issue If a Passenger has an issue related to their service animal, including issues regarding ride cancellations, harassment, or improper cleaning fees, HOPP Canada requests that the Passenger please report the issue to HOPP Canada.

To file a report from the HOPP Passenger App, navigate to the "Help articles" section and further to the "Contact Support" button. When issuing a ticket, include a description of your service animal issue.

Once a Passenger submits a service animal report, HOPP Canada’s specialized support team endeavours to investigate each and every complaint and take appropriate action in accordance with HOPP Canada’s General Terms and this Service Animal Policy. Cleaning Fees

Passengers cannot be charged cleaning fees for shedding by their service animals. Passengers will be refunded any cleaning fees charged for shedding by their service animals. This policy does not affect a Driver’s rights about their own service animals.

Assistive Devices Canadian laws prohibit service providers from denying service to a person with a disability who can get into the vehicle on their own, and also prohibit service providers from refusing to assist with the stowing of assistive devices, like folding wheelchairs, walkers, crutches, and canes, as they would any other luggage. For this reason, and because it’s the right thing to do, HOPP Canada’s policy prohibits Drivers who use the HOPP Driver App from refusing service to a Passenger with a disability who can get into the vehicle on their own and from refusing to assist with stowing assistive devices like folding wheelchairs, crutches, canes and walkers.

How to Report an Assistive Device Issue If a Passenger has an issue related to his or her assistive device, including ride cancellations or harassment, HOPP Canada requests that the Passenger please report the issue to HOPP Canada.

HOPP Canada’s Role HOPP Canada is neither a transportation provider nor a common carrier, and does not provide the transportation that Passengers can request using the HOPP Passenger App. HOPP Canada provides technology that enables Passengers and Drivers to network requests for rides among each other.

When Passengers use the HOPP Passenger App to request a ride, they are not obtaining transportation from HOPP Canada; they are obtaining it from the Driver, if any, that accepts their trip request. Drivers and Passengers that use HOPP Canada’s technology are not HOPP Canada’s employees or agents, and HOPP Canada does not accept responsibility for their conduct. However, as stated above, we request that Passengers submit to HOPP Canada reports of any discriminatory events so HOPP Canada can investigate and take action.