Nondiscrimination Policy
Updated October 20, 2026
Everyone using Halen deserves respectful treatment and fair access to service.
Halen prohibits discrimination, discriminatory harassment, and retaliation in connection with its platform and services. This policy applies to riders, drivers, delivery customers, participating businesses, employees, and anyone acting on Halen’s behalf.
Equal treatment
Halen prohibits unfavorable treatment based on a person’s actual or perceived:
- Race, color, ethnicity, ancestry, or national origin
- Religion or religious beliefs
- Sex, pregnancy, childbirth, breastfeeding, or related conditions
- Sexual orientation, gender identity, or gender expression
- Physical or mental disability
- Age
- Marital or familial status
- Military or veteran status
- Status as a victim of domestic violence, sexual assault, or stalking
- Any other characteristic protected by applicable law
This also covers discriminatory treatment because of a person’s association with someone in a protected group. Lawful eligibility requirements, including driver age and licensing requirements, remain in effect.
Conduct that violates this policy
- Refusing or canceling service for a discriminatory reason.
- Asking a rider to cancel to hide a discriminatory refusal.
- Charging more or imposing different conditions because of a protected characteristic.
- Using slurs, discriminatory insults, threats, or degrading comments.
- Sexual harassment, unwanted sexual advances, or requests for sexual favors.
- Discriminatory treatment based on a name, accent, religious clothing, appearance, or perceived identity.
- Refusing a pickup or destination because of stereotypes about a neighborhood or the people who live there.
- Discriminatory ratings, complaints, or account decisions.
- Retaliating against someone who requests an accommodation or reports a concern.
Riders and customers must also treat drivers respectfully. They may not demand a different driver because of the driver’s race, religion, national origin, sex, disability, or another protected characteristic.
Disability access and reasonable assistance
A disability must never be a reason for inferior service. Drivers must allow reasonable time for boarding and exiting, communicate respectfully, and ask before providing physical assistance or handling a mobility device.
Foldable wheelchairs, walkers, and other mobility aids that can be safely accommodated must not be refused because they are mobility aids. Drivers should not make assumptions about a rider’s ability to transfer or travel independently.
Halen does not charge extra because a person has a disability or needs a legally required accommodation.
Wheelchair-accessible transportation
A standard vehicle may not accommodate a passenger who needs to stay seated in a wheelchair during travel. Contact Halen about wheelchair-accessible transportation needs. Halen will help arrange an available accessible option or direct you to an authorized provider. A standard vehicle will not be represented as wheelchair-accessible.
Service animals
Riders with disabilities may travel with service animals without an extra animal fee or having to select a pet service. Service animals stay with the rider in the passenger compartment. Drivers must not require an animal to ride in the trunk.
Drivers must not demand a service-animal certificate, special vest, medical records, or advance notice as a condition of service. Where legally permitted and the animal’s role isn’t obvious, drivers may only ask whether the animal is required because of a disability and what work or task it has been trained to perform.
Fear of animals or allergies do not by themselves justify denying service. Drivers with accommodation concerns must contact Halen rather than impose their own restrictions on riders. Any legally permitted restriction must be based on the animal’s actual behavior, not assumptions.
Legitimate safety and service limitations
This policy does not require anyone to accept threats, violence, harassment, or an unlawful or objectively unsafe trip. Restrictions may be necessary because of vehicle capacity, a legal prohibition, an actual safety threat, or a location outside the service area. These must be applied consistently and never as a cover for discrimination.
When a trip must end, the driver should stop at a safe location when possible and contact Halen. A person’s disability or membership in a protected group is not itself a safety threat.
How to report discrimination
| Channel | Contact |
|---|---|
| In-app | Contact Halen support through in-app chat. |
| support@halentech.com Subject: Discrimination or accessibility complaint |
Tell us what happened and when, the trip or delivery reference if available, who was involved, any relevant messages, charges or cancellation details, and whether you need help communicating with us.
You may report a refusal even if no trip was completed. You don’t need to name a law or provide every detail.
Review and enforcement
Halen will review complaints, consider relevant evidence, and give the people involved a chance to respond when appropriate. Protective restrictions may be applied while a serious concern is investigated. Confirmed violations may result in corrective action, suspension, or permanent removal from the platform.
Halen prohibits retaliation for a good-faith complaint, an accommodation request, or taking part in an investigation. Report any threats or retaliation through the same channels.
Your right to report externally
For Philadelphia rideshare complaints, including a driver’s alleged violation of this policy, contact the Philadelphia Parking Authority:
| Channel | Contact |
|---|---|
| Phone | 215-683-9440 |
| taxicomplaint@philapark.org | |
| Online | PPA complaint form (opens in a new tab) |
You may also contact the civil rights agency or other regulator with jurisdiction over your concern. You don’t need to complete Halen’s complaint process first. External filing deadlines may apply, and an internal complaint doesn’t necessarily pause them.
