Zero Tolerance Policy
Via has a strict Zero Tolerance policy. Driver partners 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 driver partners.
If you are a rider and observe or believe any of the following, please ask the driver to terminate the trip immediately:
- your driver partner may be under the influence of drugs or alcohol,
- your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or
- your driver engages in conduct which could be considered unlawful or illegal.
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 in the review function of the Via App, send a text message by clicking "Get Help" here, or email us here.
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 firstname.lastname@example.org to report the issue, or call us at the Live Support number, (201) 514-6228.
Can children ride with Via Jersey City?
Children under the age of 13 must be accompanied by a parent or guardian in order to ride with Via.
How old must children be to have their own account and ride without an adult?
Minors between the ages of 13 and 18 can have their own member accounts and ride with Via unaccompanied, but they must have consent from their parent or guardian.
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.