Frequently asked questions

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Riders

Is there an accessibility surcharge?: Never. Using a wheelchair, scooter, or travelling with a service animal costs the same as a standard fare. This is non-negotiable at ARK.
How do I set my accessibility needs?: In the app, tap Profile → Accessibility needs. Set them once and every ride request automatically filters for the right vehicle.
Can I book in advance?: Yes. When requesting a ride, tap "Schedule" and choose a date/time up to 7 days ahead.
What if no driver is available?: You'll receive a notification and your fare will not be charged. We'll automatically retry matching, or you can try again later.
Can I choose my communication preference?: Yes. In Profile → Communication, choose voice call, SMS, or app-only. Your driver will see this preference on their offer card.

What vehicles are available?: All ARK vehicles are wheelchair-accessible vehicles (WAV) or accessibility-equipped sedans/vans. Every vehicle is verified to have the equipment to serve its listed accessibility categories.
Are tie-downs included?: Yes. WAV-class vehicles have 4-point tie-down systems. The vehicle listing on the ride confirmation screen shows all available equipment.
Can my service animal ride with me?: Yes. Set "Service Animal" in your accessibility profile and all matched drivers are prepared. Service animals are always permitted at no extra charge.

How do I become an ARK driver?: Download the ARK Driver app, complete the in-app application, upload your WAV operator certificate, background check, vehicle inspection, and insurance. Our team reviews applications within 48 hours.
When do I get paid?: Stripe deposits earnings to your bank account within 2 business days of each trip.
What is the platform fee?: ARK charges a 10% platform fee. Your earnings and the platform fee are shown transparently in the driver earnings dashboard.

How are payments processed?: Payments are processed by Stripe. We accept all major credit and debit cards. Your card details are handled by Stripe and are never stored on ARK servers.
What if I need to dispute a charge?: Contact us at [email protected] within 14 days of the trip. We'll review and resolve within 5 business days.
Is the app accessible itself?: Yes. The ARK app is built to WCAG 2.2 AA with full VoiceOver and TalkBack support, dynamic type, high-contrast themes, and 44pt+ touch targets. Read our Accessibility Statement for details.