Paratransit Rules and Policies At a Glance

Ride Time

A trip on paratransit takes roughly the same amount of time as a trip on a regular Muni bus, including time for transfers. For example, if you live in the Outer Sunset District and you are going to the Ferry Building, the trip would take about 50 minutes on Muni. That same trip on paratransit might also take up to 50 minutes.

On-Time Window

On SF Access, the van is considered on-time if it arrives from five minutes before to 15 minutes after your promised time. For example, if you have a reservation for 10:00, the van would be considered on-time if it showed up anytime between 9:55 and 10:15. That 20-minute period is known as the “on-time window.”

A taxi is considered on-time if it arrives for pick-up within 30 minutes of the time you placed the order.

Cancellations and No-Shows

You should cancel a ride as soon as you know you do not need the ride. You will be considered a “no-show” if you:

Call to cancel your ride less than two hours before the promised pick-up time
Reserve a ride but fail to meet the vehicle upon its arrival
Are not ready to board the vehicle within five minutes of its arrival time (when it has arrived within the on-time window)

You may be suspended from riding privileges if you no-show for trips more than three times within a threemonth period and it is determined that each no-show could have been prevented.

Subscription Trips

You may schedule subscription service if you travel to and from the same place on the same day(s) of the week, at least once weekly, and you plan on doing so for at least one month. Once subscription service is scheduled, you only need call when you wish to cancel the trip for a particular day(s). New requests for subscription service may not be available at all times due to lack of space. We do not provide subscription service for trips to certain agencies, because these are already served by subscription group van service.

Subscription service for Lift-Van and ADA Access service is not available on the paratransit office holidays listed on page 15. If you have a subscription trip and still want make the trip on one of these holidays, you will need to call between one and seven days in advance to make a reservation.

Use of Seatbelts & Securing Wheelchairs

All riders must wear lap and shoulder belts as required by California motor vehicle laws. Wheelchair users may use their own lap and shoulder belts if they meet State of California standards. Refusal to be properly secured prior to transport could result in loss of service.

If you ride in a wheelchair, your wheelchair will be secured to our vehicle via a four-point tie-down system or a similar device. We may refuse to transport you if you will not allow your wheelchair to be properly secured prior to transport.

Mobility Devices & Wheelchairs

Passengers may use mobility devices – such as canes, walkers, and wheelchairs – on all San Francisco Paratransit services. If you transfer to a seat, the driver will assist you with proper and safe stowage of your mobility device(s), including a wheelchair.

All wheelchair accessible vehicles are equipped with passenger lifts or ramps that meet ADA specifications. They will accommodate mobility devices such as wheelchairs and three-wheeled scooters up to 48” by 30”, with a gross weight of up to 600 pounds including the passenger. Mobility devices that exceed these standards may not be transportable.

If you need a passenger lift to board a vehicle, the driver will assist. You may also board the vehicle while standing on the lift or sitting in a boarding chair provided by the driver.

For your safety, please be sure that your wheelchair or other mobility device is properly maintained in accordance with manufacturer’s specification. We may refuse to transport any mobility device that is not properly maintained and could pose a hazard of any type to the rider, driver, or to our equipment.

Transporting Life Support Equipment

You may bring a respirator, portable oxygen, and/or other life-supporting equipment; this equipment must not violate laws or rules regarding transportation of hazardous materials. Equipment must be of an appropriate size to fit in our paratransit vehicles and be under the rider’s or the attendant’s continuous control.

Transporting Packages

All riders should limit their parcels to a reasonable number. Since drivers must adhere to a schedule, they may help you to or from your door with only one armload of packages or the equivalent of two grocery bags, not to exceed a total of 25 pounds. You or your attendant or companion must carry any additional packages. For the safety of all riders, you may not transport explosives, acids, flammable liquids or other hazardous or illegal materials.

Transporting Children

Children ages five and over may travel without an accompanying adult only if it can be demonstrated that they would be able to use public transit independently, if not prevented by their disability.

Children who are registered riders must pay the full fare, and all rules applying to adult riders also apply to children. Children traveling as companions must also pay the full fare (except when riding in a taxi).

If you will be traveling with a child under the age of six who weighs less than 60 pounds, you must provide the child’s safety seat and you must properly secure the child in it. The driver will provide assistance if necessary.

Transporting Animals

You may travel with a service animal such as a guide dog or canine companion. You should tell the reservations agent when you request a ride that you will be traveling with a service animal.

A service animal is an animal trained to assist with specific duties or functions that the rider cannot perform because of a disability. A service animal must be under the constant control of its owner or handler.

Pets and other non-service animals may be carried on the San Francisco Paratransit system only in a properly secured cage or container.