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CLT Ride Connection does not discriminate against any passenger or driver on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, age, or disability. Drivers may not refuse, cancel, overcharge, or otherwise penalize a passenger because the passenger has a disability, uses a wheelchair or mobility device, requires reasonable accessibility assistance, has a service animal, or requires an accessibility accommodation. Passengers may not discriminate against a driver because of a disability or accessibility-related need. All members of the platform are expected to treat one another with respect and professionalism.

Passengers may indicate accessibility needs during booking — including wheelchair use, mobility assistance, hearing or visual assistance, or other reasonable accommodations. The platform shares only the operational information a driver needs to safely provide the trip (for example, 'Wheelchair assistance requested' or 'Service animal accompanying passenger'). We do not request or display medical diagnoses, medical records, or private medical information. If a legitimate vehicle, equipment, or safety limitation prevents a trip, the driver should use an objective reporting option and route the issue to Dispatch/Admin for review rather than canceling based on disability.

For services subject to U.S. ADA requirements, CLT Ride Connection does NOT require a service animal certification, registration, vest, or certificate as a condition of transportation. Drivers may not refuse a passenger solely because the passenger is accompanied by a service animal, and 'no certificate' or 'I do not accept service animals' is never an automatic cancellation reason. When it is not obvious that a dog is a service animal, staff may ask only: (1) 'Is the dog required because of a disability?' and (2) 'What work or task has the dog been trained to perform?' Drivers may not request medical records, a diagnosis, proof of disability, or service-animal registration or training certificates. A service animal may be excluded only for objective, legally permitted reasons — for example, the animal is out of control and the handler is not taking effective action, the animal is not housebroken, or the animal poses a direct threat to safety. Any such incident should be documented and escalated to Dispatch/Admin for review.

Emotional support animals are not automatically treated as service animals. For animals that are not service animals, the company's normal pet policy applies, subject to applicable law and the requirements of the service. Passengers should indicate during booking whether they will travel with no animal, a service animal, an emotional support animal, or a personal pet. The exact policy for personal pets (including any fees or carrier requirements) is configurable by the platform administrator.