Throo Zero Tolerance Policies

Last updated: Sep 16, 2026 · Version: 2.0

Throo is committed to keeping every ride safe and to treating every rider with respect. This page sets out our two zero tolerance policies — one covering drugs and alcohol, the other covering discrimination — how to report a violation, and what happens after you do.

These policies apply to every driver on the throo platform, in every market where we operate.

1. Zero Tolerance: Drugs and Alcohol

Drivers may not use, be under the influence of, or possess alcohol, illegal drugs, or any impairing substance while logged into the throo app – including while en route to a pickup and while providing a ride.

This includes:

• Consuming alcohol or any drug that impairs driving while logged into the app
• Being under the influence of alcohol or any impairing drug while logged into the app
• Using prescription or over-the-counter medication in a way that impairs their ability to drive safely
• Possessing or knowingly permitting an open container of alcohol in the vehicle
• Possessing or distributing illegal drugs

There is no acceptable level of impairment. A driver does not need to exceed a legal limit to violate this policy.

Consequence: A driver found to have violated this policy is permanently removed from the throo platform.

2. Zero Tolerance: Discrimination

Throo does not tolerate discrimination against any rider, driver, or applicant.

No driver may refuse, cancel, delay or alter service, or treat any person unfavorably on the basis of race, color, religion, national origin, ethnicity, sex, gender, gender identity or expression, sexual orientation, age, marital or familial status, disability, source of income, or any other characteristic protected by applicable law.

The following are specifically prohibited:

• Refusing or cancelling a ride based on the rider's destination, or on the neighborhood or area of pickup or drop-off
• Refusing or cancelling a ride after viewing a rider's name, photo, or appearance
• Refusing to transport a rider with a service animal. Service animals must be permitted in the passenger compartment at no additional charge (see below)
• Refusing to transport a rider with a disability, including refusing to provide reasonable assistance with stowing or retrieving a wheelchair, mobility device, or other assistive equipment
• Refusing service because a rider's disability results in an appearance or involuntary behavior that the driver believes may offend, annoy, or inconvenience the driver or other passengers
• Requiring a rider to disclose or provide proof of a disability
• Refusing to transport a rider traveling with a child, including a rider using a car seat
• Charging a higher fare or imposing any additional fee because of a rider's protected characteristic or disability, including any fee for stowing a wheelchair or mobility device
• Lowering a rider's rating on the basis of a protected characteristic
• Using derogatory, harassing, or demeaning language regarding any protected characteristic

Service animals

Drivers must transport riders with service animals and must permit the animal in the passenger compartment at no additional charge. Drivers may not require certification, documentation, or any proof that an animal is a service animal.

Allergies, fear of animals, and religious objection are not valid grounds for refusal; a driver who cannot transport service animals should not drive on the throo platform. No cleaning or damage fee may be charged in connection with a service animal.

Safety-based refusals

It is not a violation of this policy for a driver to decline to begin or to end a trip in progress, with any person engaged in violent, threatening, or seriously disruptive conduct, or in illegal conduct in or around the vehicle. A driver who declines or ends a trip on safety grounds must report it through the app.

Wheelchair accessible vehicles

Throo provides a wheelchair-accessible vehicle request option where available, at the same fare as an equivalent standard trip and with comparable wait times. Where throo cannot fulfill an accessible vehicle request directly, we will direct the rider to alternative accessible transportation options in that market.

Consequence: A driver found to have violated this policy is permanently removed from the throo platform.

3. How to Report a Violation

If you believe a driver has violated either policy, report it to us. You can report a violation in any of these ways:

• By email: support@ridethroo.ai
• By phone: (608) 924-5940 — 10AM - 7PM in ET, 7 days a week
• In the Throo app: open Support for our contact details

If you are in immediate danger, call 911 first. Then report to us so we can act on the account.

When reporting, it helps to include the date and approximate time of the ride, the driver's name if you have it, and a description of what happened. You don't need all of this — tell us what you can and we will locate the trip.

You may report on behalf of someone else. You may report anonymously, though this may limit our ability to investigate fully.

4. What Happens After You Report

We investigate every report. When we receive a report alleging a violation of either zero-tolerance policy, we open an investigation.

We suspend the driver immediately. The driver's access to the throo platform is suspended immediately for the duration of the investigation — before any finding is made. The driver cannot log in or accept rides while suspended. A suspension is not a finding that the driver committed a violation.

Our investigation. We review the trip record, GPS and route data, prior reports, and any other relevant information, and we contact the driver for their account of what happened. We may contact you for additional detail.

Outcome. If we determine a violation occurred, the driver is permanently removed from the throo platform. If we determine no violation occurred, the driver's access is restored. We will confirm when we have completed our review.

No retaliation. No one's account is penalized for making a good-faith report.

Records. We keep records of every complaint and its resolution — including the date, the nature of the complaint, the action taken, and the date of resolution — for no less than three years, and we make them available to regulators on request.

5. Contacting Your Regulator

If you are not satisfied with how throo has handled your complaint, you may contact the agency that regulates for-hire transportation in your area. You may contact them at any time and do not need to contact us first, though we encourage you to give us an opportunity to resolve the matter.

Reporting disability discrimination. If you believe a driver has discriminated against you on the basis of disability, you may report it to us through any channel in Section 3. You may also file a complaint directly with the regulator for your area. In Pennsylvania outside Philadelphia, you may file a complaint with the Pennsylvania Public Utility Commission, Bureau of Consumer Services, on 1-800-692-7380 or at puc.pa.gov. Contact details for the other markets we serve are set out below and on our Contact page.

Passengers in Philadelphia may also report complaints or alleged violations to the Philadelphia Parking Authority. See our Contact page for Philadelphia Parking Authority contact information.

Washington, DC — Department of For-Hire Vehicles (DFHV)

Phone: (202) 645-7300

Address: 2235 Shannon Place SE, Suite 2001, Washington, DC 20020

Web: dfhv.dc.gov

Pennsylvania (outside Philadelphia) — Public Utility Commission, Bureau of Consumer Services

Toll-free: 1-800-692-7380

Address: 400 North Street, Harrisburg, PA 17120

Informal complaint form: puc.pa.gov

6. Customer Service

Phone: (608) 924-5940 — 10 AM - 7PM in ET, 7 days a week

Email: support@ridethroo.ai

In app: open Support for our contact details