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What can we help you with?

I am a wheelchair passenger. Do you have vehicles that can accommodate me?

Yes! If you need a wheelchair accessible vehicle, please make sure to toggle on the "Wheelchair Accessible" option in your account profile. You will then be matched with a wheelchair accessible vehicle for your ride.


Can I ride with my pet?

Service animals must always be welcome to ride without restriction. Driver partners have a legal obligation to provide service to riders with service animals. If you are a rider traveling with a service animal and wish to report a service animal issue, please contact Via support.

Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.

The Four Rules of Via

Since Via is a shared service we ask all members to obey our Four Simple Rules.


Be ready and waiting

Get to your pickup corner before your Via-cle arrives.


Avoid phone calls

Limit phone calls to emergencies or quick logistics during shared rides.


Don't eat or drink

Help us keep the Via-cles clean.

Be Considerate

Treat your fellow members and drivers with respect.


Can my child ride with Via?

Children are welcome in Via-cles! We strongly encourage all parents to bring a car seat or booster seat where appropriate. Please note that all children, regardless of age, must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.

Please note, each rider must be at least 13 years old to ride alone in a Via.


Can I smoke or use an electronic cigarette in my Via?

Smoking of any kind is prohibited in your Via-cle. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.

Can I eat in the vehicle?

We know that you are guys and gals on the go, but please help us keep our Via-cles clean and fresh and avoid bringing food and drink in our cars.  

If spills occur, we'll have to charge you a cleaning fee!

I was charged a cleaning/damage fee - what is this?

Our driver partners work hard to maintain their vehicles and take pride in their upkeep and cleanliness. In the event that the interior or exterior of the vehicle is damaged or dirtied as a result of intentional or negligent acts such as aggressive slamming of doors, vomiting, or pet accidents, a fee may be assessed and charged when applicable.

The exact amount charged will depend on the extent of the damage up to $250. Via will always notify members when such a charge is necessary.

Can I use my phone while in a Via?

While we at Via HQ love you and can’t believe your mom (or boss, or roomie, or whoever) did that crazy thing either, please remember your fellow riders might not be as interested in your phone conversations.Please be considerate of other members in your Via-cle and limit phone calls to quick logistics and emergencies during shared rides.

If you need to make a longer phone call, we suggest booking a private ride when available.

Zero Tolerance Policy

Via has a strict Zero Tolerance policy. Drivers are prohibited from driving on the Via Platform while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle. We do not tolerate inappropriate, threatening or violent behavior by anyone using the Via Platform or towards any riders or drivers.

If you are a rider and believe that your driver may be under the influence of drugs or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately. If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the Via app, reply to the text message confirmation of your ride, or email us here to report the issue.

Anti-Discrimination Policy

Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, any physical, mental or other disability (actual or perceived), or any passenger’s points of departure and destination. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners who violate Via’s anti-discrimination policies may immediately lose access to the Via platform. If you believe that you have been subject to discrimination by a Via rider or driver partner, please provide feedback in the review function of the Via App, send a chat by clicking "Get Help" here, or email us here.

Can Via deliver a package for me?

Via driver partners are not able to transport any unaccompanied packages for our members. We'll need you to accompany any packages, luggage or belongings that want to take a joy ride in a Via!

Can I bring luggage/personal items in my Via?

Your Via is a shared space, and as such we ask everyone to limit any personal items to a single piece of luggage or a reasonably sized bag.  Think of it this way - if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then we can't guarantee we'll be able to take you and your bag on board.

Musical Instruments:

If your instrument is the size of a piece of hand luggage that you might keep under your seat on an airplane (think, the size of a purse or a briefcase, a viola, violin or clarinet) then you may keep it with you in the vehicle provided that it doesn’t impede the driver partner or infringe on the personal space of other passengers. If you have a larger instrument, like a cello or a saxophone or a guitar, then the above luggage policy applies and the driver partner will try to accommodate it on a space available basis. If you require that the large instrument sit next to you, we suggest booking a private ride, subject to the driver partner's ability to accommodate the instrument safely in the cabin of the car.

Note: If you're heading to or from the airport and have larger pieces of luggage, you can send us a chat (by clicking "Get Help" here: https://via.app.link) once you book your ride, and we can double check that your driver partner is able to accommodate. If you require guaranteed luggage space, we suggest booking a private ride.


Can I book the entire Via to myself?

At Via we're all about sharing!

By booking a ride with us, you accept that you are willing and able to share your ride with other passengers. Booking a ride for additional passengers who are not accompanying you on a ride is a definite no-no.

If you wish to ride by yourself, please book a private ride.

Are weapons allowed in my Via?

Via has a strict "No Weapons" policy. This means that if any driver partner or member possesses a weapon in a Via (including a firearm, a knife or another type of weapon), regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service.

Help us make our shared community safer for all members and driver partners by refraining from bringing weapons of any kind when you ride with Via.

Via reserves sole judgment on what constitutes a "weapon." If you observed a weapon in a Via, please contact us here immediately.


Where can formal requests from law enforcement be sent?

All subpoenas or other formal requests from law enforcement should be sent via e-mail to subpoenas@ridewithvia.com. A representative of Via will confirm receipt of all such requests.

Does Via comply with an applicable payment card industry standard for processing my credit card information?

We use Braintree as our third party payment processor.  Braintree is a Payment Card Industry Data Security Standard ("PCI DSS") compliant service provider.  We do not store full payment card numbers and we process card information in compliance with PCI DSS as a merchant.

Nevada TNC Policies

To report a concern or problem with a TNC trip, you may email Via Support or reply to your receipt. You may also register a complaint or concern with the Nevada Transportation Authority (“NTA”) submitting it online at http://nta.nv.gov/Forms/Complaints or by mailing it to either of the NTA’s office locations:
-3300 W. Sahara Ave, Ste 200, Las Vegas, NY 89102
-1755 E. Plumb Lane, Ste 229, Reno, NV 89502


Can't find what you're looking for?

Contact Via Support