Users must make sure that their entryway is safe and accessible:

• Clear of snow and ice in the winter
• No barriers to the driver

Users must be at their stop at least 15 minutes before the expected departure time.

Drivers can only offer assistance to users with a temporary disability. Assistance is limited to immediate pick-up and drop-off operations.

Drivers can help users:

• Get from the vehicle to the main entrance’s accessible door and vice-versa at the pick-up location and drop-off point
• Cross ground floor thresholds at the pick-up location or drop-off point
• Get into or out of the vehicle
• Buckle their seatbelt
• Place their mobility aid in the vehicle’s trunk

Drivers cannot:

• Install a car seat in the vehicle
• Help users cross more than three steps (users must be able to cross by themselves or with the help of someone other than the driver)
• Get users ready to travel (users who cannot get dressed or put their shoes on by themselves must have someone who ensures that this task does not have to be performed by the driver)
• Carry users in their arms or carry a wheelchair down stairs
• Take an elevator or stairs to pick up users or get them to another floor

The user must behave respectfully and civilly toward the driver and other passengers.