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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 any issue you experience related to your service animal, 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.

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.

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

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!

Via is a shared service, so to keep things fair to the members already on board, our driver partners will wait about 1 minute for each rider. At that point, we'll try to get in touch with you, but if after three minutes you're not at the vehicle, we'll have to move on and you may be assessed a $2.50 "No Show" fee.

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.

Please be considerate of other members in your Via-cle and limit phone calls to quick logistics and emergencies during shared rides.

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. 

Medical Equipment:

If you are travelling with very large medical equipment, please let one of our Live Support Team members know during the time of booking. We can accommodate almost all medical devices and walkers, but let us know if it’s anything extremely large or sensitive! 

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.

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, email us here to report the issue, or call us at the Live Support number.

How to File a Zero Tolerance Complaint with Via:

support-cup@ridewithvia.com

669-201-1892

Submit an inquiry

POLICY

Via Transportation, Inc. and its affiliates and subsidiaries operating in California, including Nomad Transit LLC (together, “Via”, “we” or “our”) are committed to providing an environment free from discrimination and harassment, including discrimination and harassment based on a protected category, and an environment free from retaliation for participating in any protected activity covered by this policy. Accordingly, we have adopted and maintain this policy designed to encourage respectful behavior and prevent discriminatory and harassing conduct by any user of our platform, including both independent contractor driver partners and riders (“Users”). 

We will implement appropriate corrective action(s), up to and including termination of Users’ agreements or accounts on the Via’s platform in response to misconduct -- including violations of this policy -- even in cases where the violation does not rise to the level of unlawful conduct.

Via prohibits all unlawful discrimination or harassment based on race, color, national origin, religion, sex, disability, age, sexual orientation, sexual identity or any other status protected by federal, state or local law. In addition, Via prohibits retaliation against a person who engages in activities protected under this policy. Reporting, or assisting in reporting, suspected violations of this policy and cooperating in investigations or proceedings arising out of a violation of this policy are protected activities.

All Users are expected to assume responsibility for maintaining an environment that is free from unlawful discrimination, harassment and retaliation. Users are encouraged to promptly report conduct that they believe violates this policy so that we have an opportunity to address and resolve any concerns. We are committed to responding to alleged violations of this policy in a timely and fair manner and to taking appropriate action aimed at ending the prohibited conduct.

This policy applies to all Users of the Via platform in California where Via operates as a registered network company service and provides Transportation as a Service  (TaaS) products and services. This policy shall not control where Via does not operate as a registered network company and instead provides Software as a Service (SaaS) products and services to transit agency, corporate, or non-profit customers (collectively, “Third-Party Partners”). In such instances, the Third-Party Partners’ policies will govern. Except in their capacity as Users of the Via platform, Via employees, including supervisors and managers, as well as interns and unpaid volunteers will be governed by Via’s employment policies, which expressly prohibit unlawful discrimination, retaliation and harassment of any kind, including sexual harassment.

User Rights

• The right to access a platform free from unlawful discrimination, harassment, and retaliation.
• The right to file a complaint of discrimination, harassment, or retaliation. Users are encouraged to report inappropriate conduct immediately and, whenever possible, in writing to our Service team.
• The right to a full, impartial and prompt investigation by a Via representative or designee into allegations of conduct that would violate this policy. Please note that Via will endeavor to keep reporting of complaints confidential to the extent possible.
• The right to be represented by a person of the complainant’s choosing at each and all steps of the complaint process at complainant’s own expense.
• The right to be free from retaliation or reprisal after filing a complaint or participating in the complaint process.

CONDUCT PROHIBITED BY THIS POLICY AND DEFINITIONS

Discrimination:

Discrimination is prohibited on the basis of race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, victim status, political affiliation, and any other status protected by federal, state or local law. 

Discrimination prohibited by this policy includes refusal to transport a rider traveling with a service animal or any other kind of unlawful discrimination against service animals.  

In addition, consistent with the rules and regulations of the California Public Utilities Commission governing transportation network companies, drivers using the Via platform may not discriminate against passengers or potential passengers on the basis of the geographic endpoints of the ride. Further, to the extent that riders may provide ratings of driver partners or vice versa on the Via platform, they may not do so on the basis of unlawful discrimination.

Harassment:  

As used in this policy, harassment is defined as disrespectful or unprofessional conduct, including disrespectful or unprofessional conduct based on any of the protected categories listed above. Harassment can be verbal (such as slurs, jokes, insults, epithets, gestures, or teasing), visual (such as the posting or distribution of offensive posters, symbols, cartoons, drawings, computer displays, or emails), or physical conduct (such as physically threatening another person, blocking someone’s way, making physical contact in an unwelcome manner, etc.). 

Sexual Harassment:  

As used in this policy, sexual harassment is defined as harassment based on sex or conduct of a sexual nature, and includes harassment based on sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity or gender expression. Sexual harassment may involve a quid pro quo (this-for-that) or the creation of an intimidating or otherwise offensive environment. It may include all of the actions described above as harassment, as well as other unwelcome sex-based conduct, such as unwanted sexual advances or physical touching; leering, gestures, or displaying sexually suggestive objects, pictures, cartoons, or posters; derogatory comments, epithets, slurs, or jokes; graphic comments, sexually degrading words, or suggestive or obscene messages or invitations; physical touching or assault, as well impeding or blocking movements; requests for sexual favors; conversations regarding sexual activities; or other verbal or physical conduct of a sexual nature. Sexually harassing conduct need not be motivated by sexual desire and may include situations that began as reciprocal relationships, but that later cease to be reciprocal. 

ADDRESSING AND REPORTING DISCRIMINATION AND HARASSMENT

Any User who experiences or witnesses behavior that they believe violates this policy is encouraged to immediately tell the offending individual that the behavior is inappropriate and, if they feel comfortable doing so, to tell the offending individual to stop the behavior.

We also encourage Users to report violations of this policy to Via as soon as possible. Such complaints may be brought forward verbally or in writing. Users can make written complaints using the attached Complaint Form or by contacting our Support team at support@ridewithvia.com. 

Where Via receives allegations of misconduct in violation of this policy, it will conduct a fair, timely, and thorough investigation to reach reasonable conclusions based on the information collected. Even in the absence of a formal complaint, Via may initiate an investigation where it has reason to believe that conduct that violates this policy has occurred. Moreover, even where a complainant conveys a request to withdraw their initial formal complaint, Via may continue the investigation to ensure that the Via platform is free from unlawful discrimination, harassment and retaliation.

Anonymous complaints will also be investigated. The method will depend on the details provided in the anonymous complaint. If the complaint is sufficiently detailed, the investigation may be able to proceed in the same manner as any other complaint. If the information is more general, Via may need to do a further assessment or survey to try to determine if misconduct has occurred. All investigations will be fair, impartial, timely, and completed by qualified personnel.

To the extent possible, Via will endeavor to keep the reporting of a complainant's concerns confidential; however, complete confidentiality cannot be guaranteed when it interferes with Via’s ability to fulfill its obligations under this policy. 

Please note that we may, at our sole discretion, suspend a User’s account until our review of a complaint is complete. Based on information collected during the investigation, a User who we determine to have been responsible for violation of this policy may be subject to disaffiliation or deactivation, preventing them from accessing the Via platform in the future. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our policies, including our Privacy Policy, and applicable laws.

Please remember that you may also have the right to file a complaint with appropriate state or federal agencies, or to file a civil action in the appropriate court.

CORRECTIVE ACTION GUIDELINES

Via will take appropriate corrective action(s) following an investigation of harassment in which the allegations in a complaint were substantiated. If Via determines that a User has been responsible for a violation of this policy, such User may be subject to disaffiliation or deactivation, which will prevent them from accessing the Via platform in the future.

CALIFORNIA ANTI-DISCRIMINATION AND SEXUAL HARASSMENT POLICY COMPLAINT FORM

COMPLAINANT INFORMATION

NAME:      

LOCATION:     

PHONE:      

Please describe the conduct that you believe violates Via’s California Anti- Discrimination and Sexual Harassment Policy. In your narrative, describe: (1) what happened to you or what conduct you witnessed; (2) why you believe the conduct was discrimination, harassment, or retaliation, including the reason or evidence you have to support your belief, and; (3) when the actions occured (attach additional pages if needed). If you require assistance with completing this form, please contact our Support team at support@ridewithvia.com. 

PERSON(S) ALLEGED TO HAVE VIOLATED THE POLICY:

__________________________________________

PERSON(S) WITH INFORMATION/KNOWLEDGE OF THE ALLEGED INCIDENTS:

__________________________________________

HAVE YOU PREVIOUSLY COMPLAINED TO ANYONE AT VIA ABOUT THIS MATTER? If yes, explain the situation. When did you complain, how was the complaint submitted (verbally or in writing), to whom, and what was the result? 

Please submit to the Via Support team at support@ridewithvia.com.