NÜ Car Rentals — Service Animal Policy

Phoenix, AZ • Denver, CO • Salt Lake City, UT

NÜ Car Rentals values all customers and complies fully with the Americans with Disabilities Act (ADA) and applicable state laws in Arizona, Colorado, and Utah.

• Pets are not allowed in any NÜ Car Rentals vehicle.
• Registered service animals assisting a person with a disability are permitted in our vehicles without restriction or additional fees.

Definition of a Service Animal

Under the ADA, a service animal is a dog (or, in limited cases, a miniature horse) that has been individually trained to perform specific tasks directly related to a person’s disability.

• Emotional support, comfort, or therapy animals are not considered service animals under federal or state law.
• “Registered” refers to animals that are properly trained and identified as service animals under ADA guidelines, formal certification is not required or requested by NÜ.

 Pets

• No pets or companion animals are permitted inside NÜ Car Rentals vehicles.
• Customers who travel with pets should make alternate transportation arrangements.
• Unauthorized transport of pets may result in cleaning or damage fees to restore the vehicle to rental-ready condition.

Service Animals

Customers with disabilities are welcome to bring their service animals in NÜ vehicles.
NÜ employees may only ask two questions if the need for the animal is not obvious:

1. “Is the animal required because of a disability?”
2. “What work or task has the animal been trained to perform?”

NÜ will not request documentation, identification cards, or proof of certification for service animals, in compliance with ADA regulations.

Customer Responsibilities

• The service animal must remain under control at all times (leash, harness, or voice control).
• The customer is responsible for any damage or excessive cleaning required due to the service animal’s behavior (e.g., odor, stains, or scratching).
• NÜ may exclude or remove a service animal only if:
  • The animal is out of control and the handler does not take effective action to control it, or
  • The animal is not housebroken.

If exclusion occurs, the customer will still be offered service without the animal whenever possible.

Fees and Charges

• No additional fees or surcharges will be applied for a customer traveling with a service animal.
• If the service animal causes damage or requires extensive cleaning beyond normal wear and tear, the renter will be responsible for the actual cost of repairs or cleaning. Documentation and receipts will be provided upon request.

Staff Guidance

• Understand and follow ADA and state service animal guidelines.
• Treat all customers and service animals with professionalism and respect.
• Avoid questioning or refusing service based solely on the presence of a service animal.
• CC Department: Record in the reservation system when a renter notifies us that they will travel with a service animal.

Policy Reminder (Short Form for Posting or Contracts)

Pets are not permitted in NÜ Car Rentals vehicles. Registered service animals assisting a person with a disability are welcome in accordance with the Americans with Disabilities Act (ADA) and state law. No additional fees apply. Customers remain responsible for any damage or cleaning caused by the service animal.