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What can we help you with?

Can service animals or pets ride with me?

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.

Can my child ride in Birmingham On-Demand vehicle?

Children are welcome in Birmingham On-Demand vehicles! 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.

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

Smoking of any kind is prohibited in your vehicle. 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 vehicles clean and fresh and avoid bringing food and drink in our cars.

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

Can I bring luggage/personal items in my vehicle?

Your vehicle 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.

Can I use my phone while in a Birmingham On-Demand vehicle?

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

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. Birmingham On-Demand will always notify members when such a charge is necessary.

What is the no show fee on my account?

Birmingham On-Demand 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 two minutes you're not at the vehicle, we'll have to move on and you may be assessed a $0.50 "No Show" fee.

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

We do not tolerate discrimination of any kind against riders or Driver Partners on the basis of race, national origin, religion, gender, physical or mental disability, age, gender identity, sexual orientation, or any other characteristic protected under applicable law. Driver Partners may not discriminate against a rider on the basis of their points of departure or destination. Additionally, we do not tolerate discrimination of any kind against service animals. Riders or Driver Partners who violate these anti-discrimination policies may be restricted from accessing the service. If you believe that you have been subject to discrimination by a rider or Driver Partner, please provide feedback using the Via app, reply to the text message confirmation of your ride, email us at support-bhm@ridewithvia.com to report the issue, or call us at the Live Support number, (205) 236-0768.


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