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Driver Nondiscrimination Policy

Effective Date: 10-July-2026

1. Purpose and policy statement

Highland Care LLC (“Highland Care” or the “Company”) is committed to providing safe, respectful, accessible, and nondiscriminatory transportation services. Highland Care prohibits discrimination by any Driver who is logged in to the Company’s digital network, whether waiting for a ride request, traveling to pickup, transporting a passenger, completing a ride, or otherwise using the digital network.

A Driver may not discriminate against, refuse service to, cancel a ride for, harass, intimidate, threaten, or otherwise treat a passenger or prospective passenger differently because of that person’s geographic location or destination, race, color, national origin, religious belief or affiliation, sex, disability, or age. This Policy is intended to satisfy Texas Occupations Code § 2402.112.

2. Prohibited conduct

  • Decline, cancel, delay, reroute, prematurely end, or otherwise interfere with a ride because of a protected characteristic listed in Section 1.
  • Refuse a ride because the passenger’s pickup point or destination is in a particular neighborhood, zip code, municipality, apartment complex, business district, facility, or other geographic area.
  • Apply different standards of courtesy, communication, assistance, routing, pickup location, waiting time, vehicle condition, fare treatment, cancellation, or safety procedure because of a protected characteristic.
  • Make derogatory, demeaning, harassing, or discriminatory statements, gestures, messages, or conduct toward a passenger or prospective passenger.
  • Ask questions about a passenger’s protected characteristic unless reasonably necessary to provide the requested service, comply with law, respond to an emergency, or accommodate a disability-related request.
  • Discourage, obstruct, or retaliate against a person for requesting a wheelchair-accessible vehicle, another disability-related accommodation, or for making a complaint under this Policy.
  • Refuse to transport a service animal when required by applicable law.
  • Permit any person other than the authorized Driver to use the Driver’s account or provide a Highland Care ride.

3. Legitimate nondiscriminatory decisions

A Driver may decline, cancel, or end a ride only for a legitimate, nondiscriminatory reason, including a bona fide safety concern, passenger misconduct, inability to locate the passenger after reasonable effort, inaccurate ride information, a vehicle-capacity or legal restriction, or another reason allowed by Highland Care’s written policies and applicable law. A Driver must accurately document the reason when requested by Highland Care.

4. Accessibility and disability-related treatment

Drivers must treat passengers with disabilities respectfully and may not deny, cancel, or alter service because of disability. Highland Care will provide passengers an opportunity through its digital network to indicate a need for wheelchair-accessible service. If Highland Care cannot provide a wheelchair-accessible vehicle, Highland Care will direct the passenger to an alternate provider of wheelchair-accessible service as required by applicable law.

Nothing in this Policy requires a Driver to operate beyond a vehicle’s safe capacity, alter a vehicle unsafely or unlawfully, or perform medical, lifting, or attendant services for which the Driver is not trained, equipped, or legally required. The Driver must promptly report an inability to accommodate a request so that Highland Care can evaluate available alternatives.

5. Notice, reporting, and complaint channels

Highland Care will provide this Policy to each Driver before authorizing the Driver to access the digital network. Passengers, prospective passengers, Drivers, employees, contractors, and others may report suspected discrimination through the following channels:

  • In-app or digital-network support: ________________________________
  • Email: ________________________________
  • Telephone: ________________________________
  • Online complaint form: ________________________________
  • Mailing address: ________________________________

Reports should include, if known, the date and time; Driver name, vehicle information, ride number, or trip identifier; pickup and destination information; a description of the conduct; witness information; and supporting materials. A report need not use legal terminology or identify a specific protected characteristic.

6. Investigation and corrective action

Highland Care will review and investigate reported or observed violations promptly and in good faith. The investigation may include review of ride records, location and route data, in-app communications, statements, prior complaints, and other relevant evidence. Highland Care may temporarily suspend a Driver’s network access while the matter is investigated when warranted by safety or the reported conduct.

If Highland Care determines that a Driver violated this Policy, it may take action up to and including education or retraining, written warning, temporary suspension, conditions on continued access, permanent deactivation, referral to law enforcement or another governmental authority, and any other action authorized by the Driver agreement or applicable law.

7. No retaliation

Highland Care prohibits retaliation against any person who makes a good-faith report, requests an accommodation, provides information in an investigation, or otherwise exercises rights protected by law or this Policy. Knowingly false reports made in bad faith may violate Company policy; a report is not in bad faith merely because it cannot be substantiated.

8. Records and retention

Highland Care will retain records reasonably necessary to demonstrate compliance with this Policy, including relevant complaints, investigations, and corrective actions, for at least two years after creation or longer if required by law, insurance requirements, a governmental inquiry, or a litigation-preservation obligation.

9. Administration

Highland Care may revise this Policy to comply with applicable law, TDLR guidance, operational needs, or safety requirements. Questions about this Policy should be directed to: info@highland-care.com.