Rider

If a rider has an issue related to his or her service animal (i.e. ride cancellation(s) due to service animal, harassment, or improper cleaning fees), they can report the issue to Vibe Rides by following the below procedure. 
                      

Once a rider submits a service animal complaint, Vibe Rides specialized support team will investigate the issue and take the appropriate action(s) in accordance with Vibe Rides Technology Services Agreement and this Service Animal Policy. Vibe Rides specialized support team will then make a reasonable and good faith effort to notify the rider that we have concluded our investigation. 


Due to privacy reasons, we will only inform the involved parties two things: 


(A) We initiated an investigation and 

(B) We concluded our investigation. 


If either party has an "Action Item*," they will be notified in detail of what needs to be addressed and resolved by either party, steps to resolve the action item and the date by which "Action Item" must be completed. 

                       

File Your Claim


  1.  Complete the 'Vibe Rides Claim Form' in its entirety. 
    1. Incident Number: The ticket number assigned to you after you have submitted your claim form and supporting documentation 
    2. Be detailed and specific: Was your request cancelled upon arrival and realization that a service animal is in use? Were you harassed because of a perceived disability or handicap? 
  2. Upload Photos and Supporting Documentation
    1. Photos: The photos you submit with your claim form should be in as well-lit conditions as possible. 
    2. Supporting Documentation: Quotes / Estimates for repair(s) or cleaning
  3. Submit Your Incident
    1. From your email account, create a new email and upload the information outlined in Steps 1 & 2
    2. Email to: Claims@VibeRides.com               



DRIVER


If a driver has an issue related to a riders service animal (i.e. aggressive behavior, biting, bodily fluid waste damage), they can report the issue to Vibe Rides by following the below procedure.                       


Once a driver submits a service animal complaint, Vibe Rides specialized support team will investigate the issue and take the appropriate action(s) in accordance with Vibe Rides Technology Services Agreement and this Service Animal Policy. Vibe Rides specialized support team will then make a reasonable and good faith effort to notify the driver that we have concluded our investigation. 


Due to privacy reasons, we will only inform the involved parties two things: 


(A) We initiated an investigation and 

(B) We concluded our investigation. 


If either party has an "Action Item*," they will be notified in detail of what needs to be addressed and resolved by either party, steps to resolve the action item and the date by which "Action Item" must be completed. 

                       

File Your Claim


  1.  Complete the 'Vibe Rides Claim Form' in its entirety. 
    1. Incident Number: The ticket number assigned to you after you have submitted your claim form and supporting documentation 
    2. Be detailed and specific: Was your request cancelled upon arrival and realization that a service animal is in use? Were you harassed because of a perceived disability or handicap? 
  2. Upload Photos and Supporting Documentation
    1. Photos: The photos you submit with your claim form should be in as well-lit conditions as possible. 
    2. Supporting Documentation: Quotes / Estimates for repair(s) or cleaning
  3. Submit Your Incident
    1. From your email account, create a new email and upload the information outlined in Steps 1 & 2
    2. Email to: Claims@VibeRides.com               


*Actionable Item: A matter that requires action, attention and/or modifications of behaviors, profile settings, etc.