Accessibility
Updated September 24, 2026
Our commitment
Halen is committed to equal access and respectful treatment for people with disabilities, including riders, drivers, delivery customers, and people using our website or apps. We aim to reduce barriers and provide reasonable modifications and effective communication as required by applicable law.
Disability-based discrimination, harassment, and retaliation for requesting an accommodation or reporting a concern are not acceptable on Halen. A person’s disability, service animal, or use of a mobility aid must not by itself be a reason to deny service.
This statement applies to Halen’s website, customer and driver apps, and accessibility requests relating to Halen services where offered. It does not mean that every service or vehicle type is available in every location.
Website & app accessibility
Our accessibility goal is alignment with the Web Content Accessibility Guidelines (WCAG) 2.2, Level AA (opens in a new tab). These guidelines address access for people with a broad range of disabilities.
Our priorities include keyboard navigation, visible focus indicators, readable contrast, meaningful headings and labels, text alternatives for informative images, usable forms, and compatibility with screen readers and text enlargement.
This is a goal, not a claim that every Halen page, app screen, document, or booking process has been independently audited or meets every WCAG requirement. Accessibility across those experiences has not been established by this statement.
If a digital step blocks you
If you cannot use a sign-up form, identity check, map, payment screen, document, or support feature, email us with the step that is causing difficulty. You may request the information in an alternative format or ask for another accessible way to complete the task.
Some experiences involve outside providers, such as payment, mapping, or sign-in services. Please report barriers encountered while using them through Halen so we can consider available alternatives and raise the issue with the provider. Their involvement does not remove Halen’s own accessibility obligations.
Rides & deliveries
Mobility aids and vehicle suitability
Drivers must accommodate mobility aids that can be safely transported in the vehicle and provide assistance required by applicable law. Tell the driver how you prefer your device to be handled; assistance should respect your instructions and independence.
If you need to remain seated in a wheelchair during travel, you need a vehicle with suitable access and securement equipment. An SUV or a larger vehicle is not automatically wheelchair accessible. This page does not confirm the availability of wheelchair-accessible vehicles in any market. Ask support about available options before relying on a particular vehicle configuration.
Communication and assistance
You may request written communication, clear pickup instructions, help identifying the vehicle, or another reasonable adjustment. Explain the assistance you need; you do not need to share your diagnosis with the driver. Advance notice can help with planning, but is not a blanket condition for disability-related rights or for traveling with a service animal.
Halen is not an ambulance or a medical-care service. Do not assume a driver is trained to lift or transfer a person, provide medical assistance, or act as a personal care attendant. This does not limit assistance or reasonable modifications required by law.
Accessible delivery handoffs
For package delivery, describe an accessible handoff location and any communication needs. If a standard handoff or confirmation method is inaccessible, contact support to request an alternative. Building access and safe placement should be considered with your needs; never share an account password or sign-in code to arrange a handoff.
Traveling with a service animal
Service animals accompanying people with disabilities are welcome in accordance with applicable law. They are not treated as pets. A pet-specific booking, advance disclosure, animal registration, certification, or identifying vest is not a condition of access.
When an animal’s role is not apparent, only inquiries permitted by applicable law may be made about whether it is a service animal and the work or task it performs. Drivers must not demand a diagnosis, medical records, or a demonstration of the task.
Allergies or fear alone are not grounds for refusing a service animal. Any lawful restriction must be based on the specific circumstances and the animal’s actual conduct, not a stereotype. If you experience a refusal or are asked to cancel because of a service animal, report it to support with the trip details.
Disability-related waiting & fee concerns
A surcharge must not be imposed simply because you have a disability, travel with a service animal, or need an accommodation required by law.
If a disability means you need additional time to reach, enter, or exit the vehicle, contact support to request a reasonable modification to waiting or cancellation rules. If a charge has already appeared, ask for a review and any waiver or refund required by applicable law. You may also report a fee following a disability-related service refusal.
You do not need to provide your diagnosis to the driver. Share only the information reasonably needed for support to understand the request. Ordinary pricing rules do not override applicable accessibility rights.
Get help or report a barrier
Email support@halentech.com with the subject “Accessibility assistance,” or use in-app support chat. Email is available as a contact route if you cannot access the app or do not have an account.
Helpful details to include
- The page address, app screen, trip, or delivery involved.
- What you were trying to do and what prevented you from doing it.
- The date and time, and a booking reference if available.
- Your device, browser, app version, or assistive technology, if relevant and known.
- The assistance or alternative format you need and your preferred way to receive a reply.
Send whatever information you have; you do not need every item to report a concern. Screenshots are optional. Do not include passwords, verification codes, full payment-card details, or unnecessary medical records. Information you provide is handled under Halen’s Privacy Policy.
We aim to understand the barrier, discuss an available alternative where needed, and address the underlying issue. Resolution time depends on the request; this statement does not promise a fixed response or repair deadline. If a concern remains unresolved, reply to the same email thread and ask for further review, including any previous case reference.
About this statement
Accessibility depends on both the experience we provide and how we respond when someone encounters a barrier. This page describes Halen’s approach and contact routes; it is not an accessibility certification or a substitute for testing, remediation, or staff and driver practices.
Nothing on this page waives or limits rights under applicable disability or consumer-protection laws. You do not have to use Halen’s internal reporting process before exercising any available legal or regulatory rights.
We may update this page as our services and accessibility practices develop. The date above identifies the latest revision.
