Via Policies
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 using the review function of the Via App or email us at support@ridewithvia.com to report the issue.
California:
Riders in California can also contact the Passenger Section of the California Public Utilities Commission at (800) 894-9444 or ciu_intake@cpuc.ca.gov.
Seattle:
Riders in Seattle can file a Zero Tolerance Complaint with the City of Seattle by contacting 206-684-2489 or visiting seattle.gov/your-rights-as-a-customer/file-a-complaint/taxi-for-hire-and-tnc-complaints.
New Jersey:
Riders and driver partners in New Jersey are subject to the the Zero Tolerance Policy here.
Brightline+:
After the ride has concluded, please email us at support-brightline@ridewithvia.com to report the issue.
GoZone Denton:
After the ride has concluded, please provide feedback using the GoZone App, email us at gozone@dcta.net, or call us at the Live Support number, 940-243-0077, to report the issue.
Anti-Discrimination Policy
Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), rider’s points of departure and destination, or any other characteristic protected under applicable federal or state law. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners found to have violated Via’s anti-discrimination policy may immediately lose access to the Via Platform.
If you believe that you have been subject to discrimination by a Via rider or driver partner, please email us at support@ridewithvia.com or provide feedback in the review function of the Via App.
California:
Users in California are subject to the California Anti-Discrimination and Sexual Harassment Policy, available here.
Chicago:
If you believe you have been a victim of Sexual Harassment in Chicago, don’t ignore it - take action! Call the Chicago Commission on Human Relations at (312) 744-4111, or stop by our offices at 740 N. Sedgwick, 4th floor for information about filing a complaint. You may also visit our website at www.cityofchicago.org/humanrelations, our Facebook page, or email us at cchr@cityofchicago.org.
Brightline+:
If you believe that you have been subject to discrimination by a Via rider or driver partner, please email us at support-brightline@ridewithvia.com.
GoZone Denton:
If you believe that you have been subject to discrimination by a GoZone rider or driver partner, please email us at gozone@dcta.net, provide feedback in the review function of the GoZone App, or call us at the Live Support number, 940-243-0077 to report the issue.
Service Animal Policy
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 at support@ridewithvia.com.
Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.
No Weapons Policy
Via has a strict "No Weapons" policy. This means that if any Driver Partner or rider possesses a weapon, regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service. Note that we reserve sole judgment on what constitutes a "weapon."
Help us make our shared community safer for all riders and Driver Partners by refraining from bringing weapons of any kind when you ride with Via. If you observed a weapon during your trip on the Via service, please contact us at support@ridewithvia.com.