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What can we help you with?

Can I RIDE with my pet?

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 a service animal issue, 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 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 folks 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 may 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 use my phone while on a Ride?

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

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.

What if I am traveling with medical equipment?

If you are traveling with large pieces of medical equipment, please let one of our Live Support Team members know at the time of booking by calling 252-595-5357. We can accommodate almost all medical devices and walkers, but let us know if it’s anything extremely large or sensitive!

What if I am traveling with medical instruments?

If your instrument is the size of a piece of hand luggage that you might keep under your seat on an airplane 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, then the above luggage policy applies and the Driver Partner will try to accommodate it on a space-available basis.

Zero Tolerance Policy

RIDE 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 at support-wilson@ridewithvia.com to report the issue, or call us at the Live Support number, 252-595-5357.


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