What Information Is Collected

When you use the Via Services, we may collect personal information about you, including information that you provide to us, information that is automatically collected, and personal information about you from other sources and third parties.

A. Personal Information You Provide to Us

User Account Information: To use the Via Services, you may be required to maintain an account with us, which may differ depending on whether you are a Rider, Driver, Delivery User, or Enterprise Platform User (together, these are “User Accounts”). We collect information from you whenever you create or update a User Account, or when one is created on your behalf (for example, by an account holder, caregiver, Enterprise Platform User, etc.)

Depending on your User category, and the type of Via Services you are using, the information you provide to create or update a User Account may include: your name, email address, telephone number, a photograph or profile image, login credentials, physical address, payment methods or banking information, driver’s license and other government identification documents or numbers (which may include social security numbers), insurance and vehicle-related information, demographic information, information about your employment or corporate affiliation (including your employer identification number, company, and/or title).

You may also have an opportunity to provide additional information to us related to your User Account, including information about a disability, service animal, a guardian or personal care attendant, an emergency contact, a home or work address, or other information that may be relevant to your preferences or your use of the Via Services.

In certain jurisdictions, and as permitted by law, we may also collect additional background check and identity verification information for Drivers, including drug and alcohol test records and results, driving history, and credentials or certifications required for the specific purposes for which you would be using the Via Services.

In cases where an Enterprise Customer requests additional information from Users (e.g., documents or information needed to demonstrate eligibility for certain services), we may collect that additional information for the service provided to that Enterprise Customer, and we will do so in accordance with all applicable laws. Such information may include, for example, medical documents that a User provides to us to demonstrate eligibility for paratransit services. We do not receive medical documents from healthcare providers and institutions, or our Enterprise Customers. Any medical documents we receive are provided directly and voluntarily by Users solely for the limited purposes, such as verifying eligibility for paratransit services.

Note that we do not directly collect or store full debit or credit card numbers for Riders, Drivers, or Delivery Users. All payments are provided directly to third-party payment processors, and their use of your information is further governed by their privacy notices. We may collect and maintain information about your transactions and payment methods (e.g., amount, time and date, credit card holder, and the last four digits of a payment card number).

Visitor Contact Information: If you are a Visitor and did not create a User Account, you may be given the opportunity to provide us with contact information or other data, including your name, email address, physical address, telephone number, and occupational and employer information.

Your Communications with Us: Whenever you contact us (for example, through online contact forms available through the Via Websites, by seeking support using your User Account, by responding to one of our messages, leaving feedback or ratings using the Via Services, by notifying us of an incident involving the Via Services or by signing up to our Newsletter), we will collect any information you provide (including the content of your messages or telephone calls to us and any attachments). We will also collect information which is apparent from your communication (for example, the email address or phone number from which you contacted us). If you communicate with us by telephone or other communication platforms, we may record the audio of our communications, create transcripts, and retain the recordings or transcripts consistent with applicable law. In certain instances, we may provide you an opportunity to indicate your preferences for our future communications, and we will collect any preferences you indicate. Please note that our systems may record personal information that you type even if you do not ultimately submit it.

Survey and Rewards Program Information: We may offer you the opportunity to participate in surveys, quizzes, contests, interviews, rewards programs, or promotions. If you choose to participate, we may collect or ask you to provide personal information voluntarily. We may share certain personal information about you with our Enterprise Customers or third-party service providers engaged to facilitate and manage these programs. This information may include, but is not limited to, your name and contact details, device information, geolocation data, payment information, demographic information and ride history.

B. Personal Information Automatically Collected When You Use the Via Services

Location Information: We collect information about your location in different ways depending on how you use the Via Services.

• When Riders or Delivery Users are using one of the Via Apps, we collect location data (including GPS and WiFi data) from your mobile device when the Via Apps are running in the foreground of your mobile device (i.e., when the application is open and on-screen). We may also collect location data in the background (when the application is open but not on screen) if you authorize us to do so through your mobile device settings. You may have opportunities to change location-sharing preferences on your mobile device. If you are a Rider who is aboard a Driver-operated vehicle, we may also indirectly receive information about your location based on the data we receive about the Driver’s use of the Via Services.
• When Drivers are using one of the Via Apps, we collect location data (including GPS and WiFi data) from your mobile device whenever the Via Driver App is running in the foreground (when the application is open and on-screen) or the background (when the application is open but not on-screen) of your mobile device. You may have opportunities to adjust location-sharing preferences on your mobile device.
• For all other uses of the Via Services, we may collect approximate location data (for example, country, city, and ZIP) based on any automatically collected Device Information, Online Identifiers and Usage Information, as defined below.

Device Information & Online Identifiers: We may collect information transmitted from the devices and browsers you use to access the Via Services. This may include your internet protocol (IP) address, cookie ID, similar unique online and mobile identifiers, operating system, browser type, browser language, screen resolution, the URL you entered and any relevant referring page/campaign, as well as information about the mobile devices you may use to access the Via Apps (including your hardware model, version, unique device identifiers, operating system, battery level and charging status, and screen size). This information may be collected and stored by us, or by our third-party service providers and business partners, using cookies, related technologies (such as pixels and web beacons), and third-party analytics tools. For more details, please review our Cookie Notice.

Usage Information: We collect information about how you interact with the Via Services, including your User Account transactions, usage, and activity. Usage Information may include, but is not limited to, information about when and how you downloaded any of the Via Apps or created your User Account, your access and login activity, log data, your preferences, details about any transportation or delivery services you request or participate in through the Via Services, your transactions, the specific components of the Via Apps, Via Website, or any other aspect of the Via Solution you visit or use, along with details about your views or use of these components and actions made, such as the links, objects, products and benefits you view, click, or otherwise interact with as well as the duration, time and date stamp, any alerts or communications we send you in connection with your use of the Via Services and your interactions with such alerts or communications; and any errors that may have occurred during your use of the Via Services. This information may be collected and stored by us, or by our third-party service providers and business partners, using cookies, related technologies (such as pixels and web beacons), and third-party analytics tools. For more details, please review our Cookie Notice.

Communications Between Riders and Drivers: As noted in the “How We Share Or Disclose Personal Information” section, when we facilitate phone calls between Riders and Drivers, we may use a third-party service to enable these Users to call one another through masked phone numbers without revealing their personal contact information to the User they are contacting. If you make a phone call through this tool, we will collect metadata regarding your communications, including the date, start and end times of the call, and the unmasked phone numbers that participated in the call.

In-Vehicle Recordings: Some vehicles operated by Drivers may be equipped with devices that use video camera and/or sensor technology to record events inside and outside the vehicle. Any in-vehicle audio or video recordings comply with the applicable laws of the countries and jurisdictions where the recordings are made. If such devices are installed by one of our service providers, we may collect video images of Drivers and Riders, along with telematics data that includes vehicle location, speed, braking, relative proximity to other vehicles, and collision events that may occur during your ride. In certain limited instances, and subject to notice or consent requirements or another lawful basis in accordance with applicable law, we may also collect audio recordings. Certain devices may employ artificial intelligence to process images of a Driver in real-time in order to identify or alert the Driver to safety-related events such as indicators of distracted driving or unsafe distances between moving vehicles. To the extent that such images would be considered biometric information under applicable laws, the devices may temporarily store or transfer such information consistent with their and Via’s privacy notices. Note, we do not disclose biometric information to third parties for any commercial purposes. When we collect data from in-vehicle recording devices, we work with our service providers to provide notice to both Drivers and Riders that there is a recording device in their vehicle; such notice may be provided through physical signs on the exterior and/or interior of the vehicle.

Although we generally collect the personal information described above directly from you, we may also collect this information through service providers and other third parties that collect it on our behalf, as noted below. To learn about the privacy practices of any third party, please review their respective privacy notices.

Enterprise Customers: Enterprise Customers may provide us with your name, contact information, demographic information, and any of the other personal information that may be included in “User Account Information” (defined above) to enable us to offer and provide the Via Services to you. For example, if an Enterprise Customer is a transit agency that wishes to provide the Via Services to paratransit passengers, we may receive Riders’ contact information and information about their eligibility for paratransit services through that Enterprise Customer. In another example, if the Enterprise Customer is a business that uses the Via Services to request transportation services for its employees, the Enterprise Customer may provide us with your name and contact information so that we may notify you of the status of your ride or send you other communications. Additionally, if you are an Enterprise Platform User who needs to access the Via Services to manage a transit network, your employer may provide your personal information to us so that we may authorize you as a User.

Referrals: We may use referral promotions to encourage Riders, Drivers, or Delivery Users to tell friends, relatives, or others they know (“Referred Persons”) about the Via Services. We may ask Riders, Drivers, or Delivery Users to provide personal information about Referred Persons. We use personal information collected in connection with these referrals to communicate with the Referred Person, including to invite them to create a User Account. As explained in the “How We Share or Disclose Personal Information” section, we may also share certain personal information about a Referred Person with the Rider, Driver, or Delivery User who referred them.

Service Providers and Business Partners: We work with a wide range of third-party service providers and business partners who make it possible for us to make the Via Services available and also help us to improve the Via Services. These service providers include data storage and processing services, mapping services; customer support services; background check providers; fraud prevention, security, and troubleshooting services; communications services; translation and accessibility services; insurance providers; research and analytics providers; professional service providers; video recording and telematics service providers; payment processing services; and marketing and social media services. In certain contexts, we may work with business partners including vehicle leasing partners, telehealth services, in-vehicle advertising providers, and insurance providers, among others, which make products or services available to Users who wish to participate. These service providers and business partners may collect your personal information when you provide it to them or automatically when you interact with them, and they may share that information with us.

Other Sources of Information: We may collect personal information from publicly available sources (including government records or public websites) or from other third parties (including data and mailing list providers, regulators, law enforcement, the media, or insurers), including to correct or supplement personal information we have collected about you from other sources.

Use of Anonymized and Aggregated Data:

This Privacy Notice does not apply to anonymized, aggregated, or de-identified data.

Once information is aggregated, anonymized, or de-identified in a way that cannot be associated with or linked to you, we may use and share it for various purposes. For example, we may share aggregated insights about demand patterns with our affiliates, partners, and Enterprise Customers to help them understand passenger behavior, make smarter planning and operational decisions, or improve the Via Services and business operations.

Additionally, we may aggregate, anonymize, or de-identify personal information for analytics purposes to help understand Users’ needs and improve our services and offerings. For example, we may analyze how Users interact with the Via Services (such as the most viewed content, feature or click stream) to improve the way we present such content or develop better features, to measure the effectiveness of our content and advertising campaigns, or otherwise to develop and train our artificial intelligence features and models.

How We Use Personal Information

We use the personal information that we collect through the Via Services, including through third-party sources, to:

Provide the Via Services: We use personal information, including location information, to make the Via Services available – both to you and to other Users.

• For example, we use Users’ contact information to create and maintain User Accounts, we use Riders’ location information to make it possible for them to match with Drivers offering transportation services and to then track the progress of their rides. 

Internal Operations, Monitoring & Records: We use personal information to operate and maintain the Via Services, keep internal records of the services provided, monitor service delivery, and debug or fix technical issues. 

• For example, we collect and use Device Information and Usage Information to ensure proper operation of our Apps and Via Website, and to detect and resolve technical issues. 

Personalize the Via Services: We may use personal information to personalize aspects of the Via Services. 

• For example, Riders can input personal preferences to enable accessibility features or save a “home” address in the Via Apps to serve as a shortcut when making new ride requests.

Improve the Via Services & Analytics: We use your personal information to help us continue to improve the Via Services, enhance your experience and develop new products and features. 

• For example, we may use your personal information to improve our algorithms, to test any aspect or configuration of the Via Services, to identify potential new processes, features, or initiatives, and to conduct general research and development. 

Safety, Security, and Fraud Prevention: We use personal information to offer the Via Services safely and securely, and to deter fraudulent, harmful, unauthorized, unethical, or illegal activity in the Via Services. 

• For example, we may use personal information to authenticate users and verify accounts, identify or investigate unsafe behaviors, and perform background checks on certain Drivers before we authorize them to use the Via Services to connect with Riders. We may also use Google reCAPTCHA to verify that interactions with the Via Services are performed by humans. The use of reCAPTCHA is subject to Google’s Privacy Policy and Terms of Service.

Customer Support: We use personal information to provide support to individual Users as well as Enterprise Customers, respond to feedback and inquiries, to investigate or otherwise address incidents, claims, or disputes relating to the use of the Via Services, and to monitor and improve our customer support processes.

• For example, if you submit a photograph related to an incident that occurred on a ride you arranged through the Via Services, we may use it to review your report. We may also use an email message or a recording of a phone call between you and our customer support staff to monitor and improve our responses to User inquiries.

Communications, Marketing and Advertising: We use personal information to communicate with you about your use of the Via Services and for marketing and advertising purposes. 

• For example, we may use your personal information to contact you and address your inquiries or provide you with information that you’ve requested, to alert you about the status of transportation services arranged through the Via Services, to provide receipts for payments, to send announcements and security alerts, to provide updates about our policies and any element of the Via Services and to maintain records of our communications with you. We may also use your personal information to deliver marketing communications, news, and advertisements about the Via Services or products or services offered by business partners. You may ask us not to send you marketing communications, as described in the “Your Communication Preferences” section below.

Compliance, Lawful Requests and Enforcement: We use your personal information as necessary or appropriate to comply with applicable laws, lawful requests, and legal processes as well as to enforce our terms, policies and agreements with Users or Enterprise Customers, demonstrate compliance and defend our rights. 

• For example, we may be required to provide information in response to a subpoena or we may receive lawful requests for information from law enforcement, regulators, government officials, insurance companies, Enterprise Customers, or other third parties authorized to make such requests. In these circumstances, we may use and disclose personal information as required or permitted by applicable law.

How We Store Your Personal Information

We retain your information for as long as necessary to provide you, other Users, and Enterprise Customers, where appropriate, with the Via Services, or as long as required to fulfill our legal obligations. We retain transactional information such as payments and information about rides or deliveries you make and receive to ensure we can perform legitimate business functions, such as accounting for tax obligations. 

We will further retain certain personal information to maintain an accurate record of Users' interactions with the Via Services. This allows us to demonstrate the Services provided and to comply with our legal obligations, as well as to maintain records in the event of any complaints or litigation.

If you request account deletion, we will delete your information as set forth in the “Your Rights” section.

Unless otherwise required by applicable law, we may, at our discretion, delete or modify information in our systems without prior notice once we determine it is no longer needed. 

Your Communication Preferences

In connection with the Via Services, we may send you email messages, direct mail offers, SMS messages, push notifications or other communications, including telephone calls, regarding the Via Services.

You may ask us not to send you marketing communications by:

• Following any opt-out instructions that are made available in our marketing communications.
• Sending a written request to support@ridewithvia.com clearly stating the nature of your request and identifying the email address or number at which we contacted you.
• You may also be able to use your mobile device or in-app settings in the Via Apps to opt out of marketing communications and push notifications. 

If you request to opt out of marketing communications, please note that we may continue to send you non-marketing communications, which may include account verification and maintenance, status updates regarding specific transactions (such as transportation or delivery services you arranged using the Via Services), changes or updates to the Via Services or our ongoing business relationship, and any technical, administrative, legal, or security-related notices.

Please see our Terms of Use for additional information about how we communicate with you and your options with respect to these communications. 

Your Rights

Depending on your location, relationship with us, and applicable laws, you may have the following rights regarding your personal information:

• Access: You have the right to access and obtain a copy of your personal information, as well as information relating to its processing. 
• Correction and Update: You have the right to correct or update any personal information that is inaccurate or incomplete. You control your account information and settings, and you may update your User Account information at any time.  
• Restriction of Processing: You have the right to require us to limit the purposes for which we process your personal information if the continued processing of the personal information in this way is not justified, such as where the accuracy of the personal information is contested by you.
• Deletion: You have the right to request the deletion or erasure of personal information about you if the continued processing of that personal information is not justified. Deletion requests will be subject to our rights and obligations under applicable law, and we may retain certain information as permitted or required by statute, rule, or regulation.
• Portability: You have the right to obtain a copy of personal information about you in an easily accessible format and the right to transmit that personal information to another controller.
• Objection to Processing: You also have the right to object to any processing of your personal information based on our legitimate interests where there are grounds relating to your particular situation. There may be compelling reasons for continuing to process your personal information, and we will assess and inform you if that is the case.
• Withdrawal of Consent: Where we rely on your consent for processing of your personal data, you also have the right to withdraw your consent to such processing, subject to certain limitations at law. You can withdraw your consent by emailing support@ridewithvia.com. In the case of mobile device location services, you can change your location preferences at any time by managing your device settings.
• Right to Opt-Out: You have the right to opt-out from receiving our marketing communications as set forth under the “Your Communication Preferences” paragraph above.

If you are a resident of the U.S., UK or the EEA, please see your region-specific privacy notices for additional information about your rights with respect to your personal information.

If you would like to exercise any of your rights, please send an email to support@ridewithvia.com.

Certain Via Apps may also have an in-app deletion function, which you may use to delete your account information. You can also use the cookie preference management tool on our Website to manage your preferences and opt out of any cookies. For details on unsubscribing from marketing communications or changing your communication preferences, please refer to the Privacy Notice.

We will comply with all applicable laws governing such requests. Please note that we may need to verify your identity before processing your request, which may require us to collect additional personal information from you. We may decline a request to exercise the rights listed above, consistent with applicable laws. If your exercise of any of the rights listed above limits our ability to process personal information, we may not be able to provide some or all portions of the Via Services to you going forward. 

Children’s Personal Information

The Via Services are not directed to children, and we do not knowingly collect or solicit personal information directly from children. When we use the word “children,” we refer to anyone under the applicable age of consent for privacy purposes in relevant local jurisdictions (typically between 13 and 16 years old). If you are a child, please do not use the Via Services or otherwise provide us with any personal information without parental or guardian consent.

In specific cases, we may provide student transit services on behalf of our Enterprise Customers. Our Enterprise Customers or the child’s parent or other legal guardian may provide us with certain personal information related to children in their care, such as contact information, location data, details regarding the educational institution and notes made about a Rider’s service requirements (“Children’s Data”).

Via collects and processes Children’s Data solely on behalf of these Enterprise Customers, as necessary to deliver the Services and in compliance with applicable data protection laws and our contractual agreements with our Enterprise Customers.

Our Enterprise Customers are responsible for obtaining all required consents, including where applicable parental consent, as mandated by applicable data protection laws, to collect and process Children’s Data and to share it with Via for student transit services.

Protecting the privacy of children is important to Via. If we learn that we have collected personal information from a child without appropriate parental or guardian consent, we will take steps to delete it and may close the relevant account without notice. If you believe that a child has provided personal information to us without consent, please contact us at support@ridewithvia.com.

Third-Party Websites

Our websites and online services may include links to or redirect you to third-party websites, plug-ins and applications, including social media services where you may connect with us. Third-party websites may also reference or link to our websites and online services. Except where we post, link to, or expressly adopt or refer to this Privacy Notice, this Privacy Notice does not apply to, and we are not responsible for, any personal information practices of third-party websites and online services or the practices of other third parties. To learn about the personal information practices of third parties, please review their respective privacy notices or policies. 

Cross-Border Transfers

When transferring your personal information across borders, we ensure compliance with all applicable legal requirements. Where appropriate, we rely on standard contractual clauses and closely monitor regulatory developments with respect to cross-border data transfer.

Via complies with the EU-U.S. Data Privacy Framework (“EU-U.S. DPF”) and the UK Extension to the EU-U.S. DPF, as set forth by the U.S. Department of Commerce (collectively, the “DPF”). We have certified our participation in the DPF and our adherence to the DPF Principles to the U.S. Department of Commerce, including but not limited to the following Via affiliates:

Flatiron Transit LLC
Greenpoint Transit LLC
Sioux Falls Transit LLC
Crosby Street Transit LLC
River North Transit LLC
Via Mobility LLC
Tidewater Transit LLC
Nomad Transit LLC

Via Transit (USA) LLC
Remix Technologies LLC

This certification relates to Via’s and its affiliates’ processing of personal data received from the European Union, as well as from the United Kingdom and Gibraltar. If there is any conflict between the terms in this privacy policy and the DPF Principles, the Principles shall govern. To learn more about the DPF program, and to view our certification in the DPF list of participants, please visit https://www.dataprivacyframework.gov/. Our DPF certification identifies the specific Via entities which adhere to the DPF Principles.

Please review our Privacy Notice, including the United Kingdom & European Economic Area Notice, and any other policies associated with the certified data categories, for details about:

• The types of personal information processed
• The purposes for which we collect and use personal information
• The types of third parties to which personal information is disclosed and the purposes of such disclosures
• Your rights to access your personal information
• Any choices and opportunities by which you can limit the use and disclosure of personal information
• The possibility that personal information may be disclosed in response to lawful requests from public authorities

Via’s compliance with the DPF is subject to the investigatory and enforcement powers of the U.S. Federal Trade Commission. Pursuant to the DPF, we may have liability for onward transfers to third parties if they process applicable personal information in a manner inconsistent with the DPF and if Via is responsible for the event giving rise to any alleged damage.

Via takes all inquiries and concerns about privacy and use of data very seriously, and shall endeavor to reply to you promptly if we receive a complaint. Please see the “Contact Us” section of the Privacy Notice for information on how to get in touch with us. If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please visit https://www.jamsadr.com/DPF-Dispute-Resolution to contact JAMS, our U.S.-based third party dispute resolution provider. JAMS provides DPF dispute resolution services free of charge. You may also have the right to invoke binding arbitration for complaints regarding DPF compliance if not resolved by any of the other mechanisms specified in the DPF. For additional information, please reference the DPF Annex I. 

Updates To This Privacy Notice

We will update this Privacy Notice from time to time, including to address changes in the Via Services, clarify or update our processes, and to comply with changing laws and regulations. When we make changes to this Privacy Notice, we will change the “Last Updated” date at the beginning of this Privacy Notice. If the changes apply to only one section of the Privacy Notice, we may update only that section’s “Last Updated” date. If we make material changes, we will notify you, including through a pop-up notification on the Via Apps, Via Websites, or elsewhere in the Via Solution, or by other means, including email or a prominently posted notice at the beginning of this Privacy Notice. All changes shall be effective from the date of publication unless otherwise provided in the notification, and subject to applicable laws. We encourage you to review this Privacy Notice periodically. By using the Via Services after an update, you agree to the updated version of the Privacy Notice. 

Contact Us

If you have any questions or requests in connection with this Privacy Notice or other privacy-related matters, please send an email to support@ridewithvia.com.

Alternatively, inquiries may be addressed by certified mail to the relevant address listed here. 

Processor Notice to End Users

We provide Via Services to Enterprise Customers, including on a SaaS basis, with or without supplemental enabling services. Where the Enterprise Customer acts as the data controller, Via will act as a processor or service provider to the Enterprise Customer. Via will collect, use, share, disclose, and otherwise process personal information of its users only as directed by the Enterprise Customer under its contract with Via. In those instances, this Privacy Notice will not be determinative of how your information will be used by Via and we encourage you to consult the relevant Enterprise Customer’s privacy notices instead.

Via is not responsible for the privacy or security practices of its customers, including Enterprise Customers, which may differ from those set forth in this Privacy Notice. Please direct your privacy inquiries – including any requests to exercise your data protection rights or to change your communication preferences – to the relevant Enterprise Customer.

Please note that in the event that Via processes data on behalf of an educational agency or institution in the United States, Via will process student personal information in accordance with the Family Educational Rights and Privacy Act and its contractual arrangement with that entity. 

United Kingdom and European Economic Area Users

Please see the United Kingdom & European Economic Area Notice for additional information about our processing of personal information if you use the Via Services in the United Kingdom or the European Economic Area. This includes information required to be disclosed under the General Data Protection Regulation (“GDPR”) such as our lawful basis for processing and your rights.

California Residents

Please see the California Privacy Notice for additional information about your personal information if you are a California resident. The California Privacy Notice provides consumers with information required to be disclosed under the California Consumer Privacy Act of 2018 and the California Privacy Rights Act of 2020 (together, the “CCPA”). This includes information about our practices regarding the collection, use, and disclosure of their personal information at or before the time of its collection. It also provides information about rights that California residents have under California’s privacy regulations.

U.S. Residents

Residents of certain U.S. states may have additional rights under applicable state privacy laws and be entitled to additional disclosures. Please see the U.S. Residents Notice for additional information.