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What can we help you with?

How do I book a ride?

Download our free app (available on  iPhone and Android), sign up for Via, and book a ride in three super-easy steps:

STEP 1: Move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar and select the correct one from the drop-down.

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STEP 2: Move the map until the orange marker is at your desired drop-off location and press "Set Dropoff." You can also manually type your address in the search bar and select the correct one from the drop-down. Via will check for available vehicles and connect you with the best vehicle for your ride.

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STEP 3: Review the ride offer on the proposal screen (you may receive several proposals with different ETAs and different ride options). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location (remember it may not be where you booked) and information on the car picking you up, will then be displayed.

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Sweet! You’ve just booked a Via ride.

 

How much does a ride cost?

The easiest way to ride with Via is by using the #LINKViaPass.

For those riding without a ViaPass, the fare on all rides in D.C. will be based on how far you go, when you ride, and the number of +1s in your party. Most importantly, you’ll always see a guaranteed, low price for your ride – just check your app before you book.

Cancellations and No Shows will be assessed a $2 fee.

Where do I wait for my Via?

After you book a ride, the app will display the pick-up location where the vehicle will meet you.

As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk a few blocks. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.

Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can reply to that text and our Live Support team will help out. Additionally, you can contact the driver partner at any time directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen.


Remember: Via is a community, and you’re sharing your ride with other members. Keeping them waiting results in stink-eyes, and if you’re more than 60 seconds late, the vehicle will just have to leave. It hurts, but it’s the only way we can move everyone so quickly at such an incredible price.

Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small compass icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.

How do I know when my Via will arrive?

After you set your Pickup and Drop-off in the app, we'll give you an estimated time until your Via arrives. When your car is 2 minutes away, we'll send you a text message to let you know that your ride is getting close. When your car arrives, we'll send you another text to let you know!

Can I request a specific time for my pickup?

Nope. Via operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a vehicle in real-time.
 

What do Via vehicles look like?

The best way to identify your Via-cle is by checking the license plate number displayed in your app and in the text messages you receive from us. Additionally, our Via-cles carry a Via sign in the window, so you can easily spot them when they pull up. 

Just check to make sure the license plate number or Via number matches and you're all set to board! 

How do I know which car is mine?

When you book your Via, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number, the sign number that the Via will be displaying, as well as the type of car.

When the Via-cle is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your Via is here" notice in your app.

Via Pro Tip: It's a crowded sea of Via-cles out there, so make sure you check that you're getting into the right car!

 

 

What is the ViaPass?

The ViaPass is especially designed for our most loyal commuters and makes Via more affordable than ever. To purchase a ViaPass, just open your app "Menu" and head to the section labeled "ViaPass."

The ViaPass in DC
 

  • 1-week All-Access ViaPass – $49

  • 4-week All-Access ViaPass - $179

  • 4- week Commuter ViaPass - $109

Take up to four (4) shared rides per day, all day every day with the All-Access ViaPass or Monday-Friday between 6am-9pm with the Commuter ViaPass. Discounts are available as follows for as long as you have not exhausted your 4 daily rides and count towards that maximum. Discounts may not be combined; maximum one discount per ride.

Some things to remember:
 

  • The ViaPass is activated when you take your first ride

  • Additional fees apply for +1s (additional passengers)

  • Free rides are only provided up to a value of $8. If your ride exceeds $8, you'll pay the overage. You’ll always see your fare in the app at the time of booking.
  • Cancellations and No Shows are charged at $2 each

  • Free and/or discounted rides are limited to a total of 4 per day

  • The ViaPass is only valid for rides within Washington DC. If you’re using Via while in NYC or Chicago, you’ll need to buy extra Ride Credit or a local ViaPass

*Terms & Conditions: The ViaPass is activated at the time you take your first ride, not at time of purchase, except when an election has been made to auto-renew a ViaPass, in which case activation of the new ViaPass will occur at the time of the expiration of the previously purchased ViaPass. Each ViaPass expires at the end of the stated validity period, to the minute of the activation time. Each individually purchased ViaPass is limited to a single user, account and device (i.e., multiple people cannot share a single ViaPass). ViaPass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their ViaPass. Via reserves the right to deactivate any ViaPass it determines to be used in violation of these terms, with immediate effect, and without refunds. Free rides are only provided up to a value of $8. A ViaPass holder may book rides for his or her +1's, though additional fees apply. The ViaPass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available while supplies last. Via reserves the right to cancel this offer or modify its terms at any time. Via does not guarantee the availability of rides.


Reminder:  Your ViaPass will auto-renew by default. Once you've purchased a pass, you can adjust this by heading to "Menu" - "ViaPass" and clicking the small blue arrow at the bottom of the screen that says “Auto renew is activated.” You can then turn auto-renew on or off for the ViaPass.

Can I buy a Via gift card?

Yes! Via eGift Cards are available for purchase. You can purchase a gift card in increments of $25, $50, $100, or $200 of Via Ride Credit here. Happy gifting!

How old do I have to be to use Via?

Children under the age of 13 may only ride with Via when accompanied by a parent or guardian. Minors between the ages of 13 to 18 may have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian.

How do I pay for a ride?

The best way to pay for Via is to buy Ride Credit or a ViaPass in the app. Before you ride, head to the app menu, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you have less credit remaining than a full ride fare, we'll deduct any remaining credit and charge the rest of the fare directly to your card on file. You can also enable our auto-refill feature and ensure you never pay more than the pre-paid rate per ride again! Each time your balance falls below $10, this authorizes the automatic purchase of Ride Credit in the amount of your most recent Ride Credit purchase
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You can also purchase an unlimited weekly or monthly ViaPass under "Menu" - "ViaPass" in the app.

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We also accept Google Pay for payment. We do not accept cash payment, PayPal, or pre-paid debit cards

Is tip required?

While tipping is not required, you are welcome to tip directly in your app either during or after your ride. You'll see the option to leave no tip, 15%, 20% or a custom amount.

Additionally, if you have a really great ride please let us know by rating your driver and leaving feedback in the app, or sending us a note about what made him or her great. We take these comments into consideration when determining our Driver of the Week and our weekly Customer Service awards.

Note: The tip will be calculated based on the ride's total cost, minus tolls. For ViaPass riders, the tip will be calculated based on the potential total cost sans subscription. Tips are not taxed. Tips are non refundable.

How do I cancel a ride?

You can cancel a ride directly in your app with the "Cancel" button!

Our policy is that for any rides cancelled more than 1 minute after booking Via reserves the right to charge a $2 cancellation fee. This is due to the fact that as soon as a request enters the system, the car assigned will be rerouted to accommodate the pick up, so it can end up adding a slight detour to not just the driver but also the existing passengers in the vehicle. However, if a cancellation occurs because the current ETA is more than 5 minutes greater than the original ETA that was quoted at the time of booking, the system will automatically waive the cancellation fee as we understand that in these situations our members need to be able to make the most informed decision about their ride. We are also happy to waive the cancellation fee in the event of an emergency or an unforeseen situation.

How do I check my Ride Credit balance?

To check your ride and purchase history, just head to the app "Menu" and select "Ride Credit." You can also check your ride and credit history under "Menu" - "History."

What is a Private Ride?

For those times when you need the car to yourself, you can pay a little extra and book the entire Via-cle! In your app, you’ll be able to select a private ride right next to all of the Via ride options. 
 
Your fare will be based on how far you go and when you ride, and you’ll always see a guaranteed, low price for your ride – just check your app before you book. Please note, there are no additional costs for +1s on private rides.

To keep Via ever so efficient, whether you’re sharing a ride or booking the Via-cle, you’ll get picked up on a nearby street corner. Private rides will be door-to-door whenever possible; your driver will meet you at your selected pickup location and drop you off directly at your destination. In the rare event that pickup/drop-off at your door is unavailable, our algorithm will keep walking to a minimum.

Note: ViaPass discounts may apply. 
While there are no additional costs for +1s on private rides, if you’re traveling with a large group of 5 or more (available in NYC only) that requires a larger vehicle, you may be charged a bit extra.

How do I book for multiple people?

Our app currently supports booking a ride for up to four people. When setting your pickup or drop-off location in the app, just tap the - or + button near the top of the screen to indicate how many people are with you (e.g., if traveling with two friends, choose "+2"). You can also tap the text above the blue place pin on the map!

Note: Our app does not currently support different drop-offs for riders traveling together, so just make sure you're all going to the same place!

What if I'm late - will the driver wait for me?

 

Via is a shared service, so to keep things fair to the members already on board, we'll have to keep your car moving. Our drivers will wait 60 seconds, at which point we'll try to get in touch with you, but if after a minute you're not at the car, we'll have to move on and you may be assessed a $2 "No Show" fee .

If you're waiting at your pick up location and can't find your car, don't panic! Give your driver a call using the green phone icon in the app or send a quick text message to our Live Support Team by replying to the text message we sent you about your vehicle's arrival. We'll make sure to get you on board!

Do I have to pay sales tax?

Tax will not apply to rides in Washington D.C.

Can I set up a business profile?

Via offers the option to set up a Personal and a Business Profile. You can set up a Business Profile in the app under Menu - Billing. Simply enter your workplace e-mail address (or your employer's e-mail address) where you would like your Business Profile ride receipts to  be sent.


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You will then be able to select a default payment method from the cards you already have on file, or by adding a new payment method (including your employer's corporate card). You'll be able to switch between your Business and Personal profile when booking a ride.

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Note: When riding under your Business Profile, you will not be able to use your ViaPass, Commuter Benefits card, or any existing Ride Credit. Rides taken under your Business Profile will be charged directly to the default payment method on your Business Profile.

We accept credit and debit cards, and Google Pay as a form of payment. We do not accept pre-paid debit cards.

 

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