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What can we help you with?

Can I ride with my pet?

Licensed service animals are welcome to ride in Via-cles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with Via.

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 make calls 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.

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.

Zero Tolerance Policy

Via has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the Via service platform nor do we tolerate inappropriate behavior by drivers towards passengers. If you 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.

 

How to File a Zero Tolerance Complaint with Via:

Support-SEA@ridewithvia.com

206-258-7739

https://support.ridewithvia.com/hc/en-us/requests/new?ticket_form_id=360000050611


How to File Zero Tolerance Complaint with the City of Seattle:

206-684-2489

seattle.gov/your-rights-as-a-customer/file-a-complaint/taxi-for-hire-and-tnc-complaints

 
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