Americans with Disabilities Act (ADA) & Rehabilitation Act Policy
Here '2 There Van Service (“we”, “our”, “us”) is committed to ensuring that individuals with disabilities have equal access to our services, programs, activities, and information. We strive to comply with applicable federal disability nondiscrimination laws, including the Americans with Disabilities Act of 1990 (“ADA”) and Section 504 of the Rehabilitation Act of 1973.
1. Statement of Nondiscrimination
It is our policy not to discriminate against any qualified individual with a disability in our services, programs, or activities. Under the ADA and Rehabilitation Act, a disability is defined as a physical or mental impairment that substantially limits one or more major life activities. We are committed to providing accessible transportation services and information to all riders, including those with disabilities.
2. Accessibility Services
We provide accessible services to support riders who may not be able to use standard transit options independently. Our vehicles and booking systems are designed to:
- Provide accessible boarding and securement for mobility devices,
- Allow service animals to accompany riders in accordance with ADA rules,
- Offer accessible communication and assistance upon request.
3. Reasonable Modifications and Auxiliary Aids
To ensure equal access, we will make reasonable modifications to policies, practices, or procedures when necessary to avoid discrimination and provide access, unless doing so would fundamentally alter the nature of the service or pose a direct threat to safety. Auxiliary aids and services, such as large print materials, captioning, or alternative formats, are available upon request. Please contact us at least 48 hours in advance so we can provide the appropriate assistance.
4. ADA Complaint Process
If you believe you have been excluded from participation in, denied the benefits of, or otherwise discriminated against on the basis of disability in our services, programs, or activities, you may file an ADA complaint with us.
- Who may file: Anyone who believes they have been subjected to discrimination.
- Time frame: Complaints should be submitted within 180 calendar days of the alleged incident.
- How to file: Submit in writing (by mail or email) or call us for assistance.
- Investigation: We will acknowledge receipt within 15 business days and investigate the complaint promptly.
Submit ADA Complaints to:
- Email: [email protected]
Your complaint should include your name, contact information, details of the alleged discrimination, date/time/location of incident, and any relevant supporting information.
5. Appeal and External Complaint Options
If you are not satisfied with the resolution of your complaint, you may appeal in writing to our designated ADA Coordinator within 15 business days of receiving the initial response. If you remain dissatisfied, you may file a complaint with the U.S. Department of Justice or the Federal Transit Administration Office for Civil Rights in accordance with applicable federal guidelines.
6. Contact & Accessibility Assistance
We encourage riders who need assistance using our services, accessible formats of information, or help filing a complaint to contact us:
- Main Phone: (336) 923-5561
- Email: [email protected]
Last updated: February 16, 2026