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Introducing Richmond Moves.

Richmond Moves works like a shared shuttle that comes when you want, where you want. Book trips straight from your phone, get picked up in minutes, and access local BART stops and the ferry terminal without needing a car.

 

Richmond Moves is part of California Climate Investments (CCI), a statewide initiative that puts billions of Cap-and-Trade dollars to work reducing greenhouse gas emissions, strengthening the economy, and improving public health and the environment — particularly in disadvantaged communities.

How to book a ride.

  1. Create an account.
    1. Download the Richmond Moves app from the App Store or Google Play store and follow the simple signup steps.
  2. Book a ride.
    • Enter your pickup and dropoff addresses and choose the ride option that works for you.
  3. Meet your driver.
    • Check the app to find out exactly where to meet the vehicle, which may be a short walk from the address you gave us.

Service hours.

Monday – Friday 7am – 7pm.

Price.

$2 per ride. Students and seniors ride for free.

Questions? Get in touch:

Email: support-richmond@ridewithvia.com 

Phone: 510-937-3657

Safety measures Richmond Moves is taking to lessen COVID-19 exposure:

We’re working hard to ensure that every trip you take is as safe and worry-free as possible.

  • Face masks required. Everyone on board is required to wear a face mask or face covering. Passengers not wearing a face mask may be refused service. 
  • Wellness checks. In-app wellness checks help make sure passengers and drivers are symptom-free and ready to ride before they get going. Please stay home if you have either been diagnosed with COVID-19, think you’re exhibiting symptoms, or have been in contact with someone who has recently tested positive.

Regular vehicle cleaning. Vehicles are being professionally cleaned regularly and we’ve provided drivers with cleaning supplies in order to perform frequent and thorough wipedowns of the vehicle interior, with extra focus on common surfaces and high-contact areas. They’re also equipped with plastic partitions between drivers and riders.

  1. FAQs
  2. Richmond Moves policies.

FAQs

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Can I book rides without a smartphone?

Yes, simply call 510-937-3657 and we’ll assist you over the phone.

Can I bring someone along with me?

You can book for up to 4 additional passengers. Please note that each additional passenger will require appropriate fare.

How do I know where to meet my driver?

We’ll assign you a “virtual bus stop” where you’ll meet the vehicle, usually at a nearby corner or no more than a block away. Check the app for directions and follow your driver’s progress in real-time so you know exactly when to head outside.

How do I pay for my rides?

Please add a credit or debit card to your account by heading to the Payment Methods page in the app menu.

Can I cancel my ride?

Yes, you can cancel your ride directly from the app or by calling customer service at 510-937-3657. Remember, cancelling at the last minute can negatively impact other riders!

What should I do if my driver leaves without me?

Re-book directly in your app, and then send an email explaining what happened to support-richmond@ridewithvia.com. You won’t be charged for this ride.

What do the vehicles look like?

All vehicles are branded with Richmond Moves’ logo and colors, so they should be easy to spot.

Are vehicles wheelchair accessible?

Yes! Please let us know you need a wheelchair accessible vehicle when you book your ride by tapping your profile picture or image at the top of the app menu and tapping the Wheelchair Accessibility toggle to turn it on. This will also unlock curb to curb service.

Can I change my destination once I’m on board?

Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.

Can I set a favorite location in the app?

Yes. Tap the Favorites tab in the app menu, then tap Set Home Address, Set Work Address, or create and name a new favorite.

Can I leave feedback for my driver?

Feel free to fill out the feedback screen in the app after your ride.

How do I reset my password?

Open the app and select “Get Started.” In the password box, select “Forgot your password?” and follow the prompts.

I left something in the vehicle — how do I retrieve it?

Please email us at support-richmond@ridewithvia.com with a description of the missing item.

Richmond Moves policies.

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Zero Tolerance Policy

We have 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 believe that your Driver Partner may be under the influence of drugs or alcohol, if your Driver Partner is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your Driver Partner engages in conduct which could be considered unlawful or illegal, please ask the Driver Partner 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 Richmond Moves app, reply to the text message confirmation of your ride, email us at support-richmond@ridewithvia.com to report the issue, or call us at the Live Support number, (510) 937-3657.

Riders can also contact the California Public Utility Commission at 1-800-894-9444 or CIU_intake@cpuc.ca.gov.

Anti-Discrimination Policy

Via Transportation, Inc. and its affiliates and subsidiaries operating in California, including Nomad Transit LLC (together, “Via”, “we” or “our”) are committed to providing an environment free from discrimination and harassment, including discrimination and harassment based on a protected category, and an environment free from retaliation for participating in any protected activity covered by this policy. Accordingly, we have adopted and maintain this policy designed to encourage respectful behavior and prevent discriminatory and harassing conduct by any user of our platform, including both independent contractor driver partners and riders (“Users”).

We will implement appropriate corrective action(s), up to and including termination of Users’ agreements or accounts on the Via’s platform in response to misconduct — including violations of this policy — even in cases where the violation does not rise to the level of unlawful conduct.

Via prohibits all unlawful discrimination or harassment based on race, color, national origin, religion, sex, disability, age, sexual orientation, sexual identity or any other status protected by federal, state or local law. In addition, Via prohibits retaliation against a person who engages in activities protected under this policy. Reporting, or assisting in reporting, suspected violations of this policy and cooperating in investigations or proceedings arising out of a violation of this policy are protected activities.

All Users are expected to assume responsibility for maintaining an environment that is free from unlawful discrimination, harassment and retaliation. Users are encouraged to promptly report conduct that they believe violates this policy so that we have an opportunity to address and resolve any concerns. We are committed to responding to alleged violations of this policy in a timely and fair manner and to taking appropriate action aimed at ending the prohibited conduct.

This policy applies to all Users of the Via platform in California where Via operates as a registered network company service and provides Transportation as a Service  (TaaS) products and services. This policy shall not control where Via does not operate as a registered network company and instead provides Software as a Service (SaaS) products and services to transit agency, corporate, or non-profit customers (collectively, “Third-Party Partners”). In such instances, the Third-Party Partners’ policies will govern. Except in their capacity as Users of the Via platform, Via employees, including supervisors and managers, as well as interns and unpaid volunteers will be governed by Via’s employment policies, which expressly prohibit unlawful discrimination, retaliation and harassment of any kind, including sexual harassment.

User Rights

  • The right to access a platform free from unlawful discrimination, harassment, and retaliation.
  • The right to file a complaint of discrimination, harassment, or retaliation. Users are encouraged to report inappropriate conduct immediately and, whenever possible, in writing to our Service team.
  • The right to a full, impartial and prompt investigation by a Via representative or designee into allegations of conduct that would violate this policy. Please note that Via will endeavor to keep reporting of complaints confidential to the extent possible.
  • The right to be represented by a person of the complainant’s choosing at each and all steps of the complaint process at complainant’s own expense.
  • The right to be free from retaliation or reprisal after filing a complaint or participating in the complaint process.

 

CONDUCT PROHIBITED BY THIS POLICY AND DEFINITIONS

Discrimination:

Discrimination is prohibited on the basis of race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, victim status, political affiliation, and any other status protected by federal, state or local law.

Discrimination prohibited by this policy includes refusal to transport a rider traveling with a service animal or any other kind of unlawful discrimination against service animals.

In addition, consistent with the rules and regulations of the California Public Utilities Commission governing transportation network companies, drivers using the Via platform may not discriminate against passengers or potential passengers on the basis of the geographic endpoints of the ride. Further, to the extent that riders may provide ratings of driver partners or vice versa on the Via platform, they may not do so on the basis of unlawful discrimination.

Harassment:  

As used in this policy, harassment is defined as disrespectful or unprofessional conduct, including disrespectful or unprofessional conduct based on any of the protected categories listed above. Harassment can be verbal (such as slurs, jokes, insults, epithets, gestures, or teasing), visual (such as the posting or distribution of offensive posters, symbols, cartoons, drawings, computer displays, or emails), or physical conduct (such as physically threatening another person, blocking someone’s way, making physical contact in an unwelcome manner, etc.).

Sexual Harassment:  

As used in this policy, sexual harassment is defined as harassment based on sex or conduct of a sexual nature, and includes harassment based on sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity or gender expression. Sexual harassment may involve a quid pro quo (this-for-that) or the creation of an intimidating or otherwise offensive environment. It may include all of the actions described above as harassment, as well as other unwelcome sex-based conduct, such as unwanted sexual advances or physical touching; leering, gestures, or displaying sexually suggestive objects, pictures, cartoons, or posters; derogatory comments, epithets, slurs, or jokes; graphic comments, sexually degrading words, or suggestive or obscene messages or invitations; physical touching or assault, as well impeding or blocking movements; requests for sexual favors; conversations regarding sexual activities; or other verbal or physical conduct of a sexual nature. Sexually harassing conduct need not be motivated by sexual desire and may include situations that began as reciprocal relationships, but that later cease to be reciprocal.

 

ADDRESSING AND REPORTING DISCRIMINATION AND HARASSMENT

Any User who experiences or witnesses behavior that they believe violates this policy is encouraged to immediately tell the offending individual that the behavior is inappropriate and, if they feel comfortable doing so, to tell the offending individual to stop the behavior.

We also encourage Users to report violations of this policy to Via as soon as possible. Such complaints may be brought forward verbally or in writing. Users can make written complaints using the attached Complaint Form or by contacting our Support team at support@ridewithvia.com.

Where Via receives allegations of misconduct in violation of this policy, it will conduct a fair, timely, and thorough investigation to reach reasonable conclusions based on the information collected. Even in the absence of a formal complaint, Via may initiate an investigation where it has reason to believe that conduct that violates this policy has occurred. Moreover, even where a complainant conveys a request to withdraw their initial formal complaint, Via may continue the investigation to ensure that the Via platform is free from unlawful discrimination, harassment and retaliation.

Anonymous complaints will also be investigated. The method will depend on the details provided in the anonymous complaint. If the complaint is sufficiently detailed, the investigation may be able to proceed in the same manner as any other complaint. If the information is more general, Via may need to do a further assessment or survey to try to determine if misconduct has occurred. All investigations will be fair, impartial, timely, and completed by qualified personnel.

To the extent possible, Via will endeavor to keep the reporting of a complainant’s concerns confidential; however, complete confidentiality cannot be guaranteed when it interferes with Via’s ability to fulfill its obligations under this policy.

Please note that we may, at our sole discretion, suspend a User’s account until our review of a complaint is complete. Based on information collected during the investigation, a User who we determine to have been responsible for violation of this policy may be subject to disaffiliation or deactivation, preventing them from accessing the Via platform in the future. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our policies, including our Privacy Policy, and applicable laws.

Please remember that you may also have the right to file a complaint with appropriate state or federal agencies, or to file a civil action in the appropriate court.

CORRECTIVE ACTION GUIDELINES

Via will take appropriate corrective action(s) following an investigation of harassment in which the allegations in a complaint were substantiated. If Via determines that a User has been responsible for a violation of this policy, such User may be subject to disaffiliation or deactivation, which will prevent them from accessing the Via platform in the future.

CALIFORNIA ANTI-DISCRIMINATION AND SEXUAL HARASSMENT POLICY COMPLAINT FORM

 

COMPLAINANT INFORMATION

 

NAME:

LOCATION:

PHONE:

 

Please describe the conduct that you believe violates Via’s California Anti- Discrimination and Sexual Harassment Policy. In your narrative, describe: (1) what happened to you or what conduct you witnessed; (2) why you believe the conduct was discrimination, harassment, or retaliation, including the reason or evidence you have to support your belief, and; (3) when the actions occurred (attach additional pages if needed). If you require assistance with completing this form, please contact our Support team at support@ridewithvia.com.

    

 

PERSON(S) ALLEGED TO HAVE VIOLATED THE POLICY:

__________________________________________

PERSON(S) WITH INFORMATION/KNOWLEDGE OF THE ALLEGED INCIDENTS:

__________________________________________

HAVE YOU PREVIOUSLY COMPLAINED TO ANYONE AT VIA ABOUT THIS MATTER? If yes, explain the situation. When did you complain, how was the complaint submitted (verbally or in writing), to whom, and what was the result?

Please submit to the Via Support team at support@ridewithvia.com.

Cigarette policy

Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.

Eating/drinking policy

We know that you are on the go, but please help us keep our vehicles clean and fresh and avoid bringing food and drink in our cars, when possible. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. All drinks should have lids and drinking alcohol or carrying open containers of alcohol in our vehicles is not allowed.

Phone call policy

Please remember your fellow passengers might not be interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during shared rides.

Luggage policy

Richmond Moves vehicles are 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.

Pet policy

Licensed service animals are welcome to ride in Richmond Moves vehicles without restrictions. Non-service animals are also allowed, but must be in a pet carrier specifically designed to transport animals. The carrier may not be opened on the van, must be leak-proof and well ventilated, and be small enough to fit on the owner’s lap or on the floor space in the immediate area of the owner without blocking other passengers.

Age policy

Riders must be 13 years of age or older. Children under the age of 13 can ride with Richmond Moves when accompanied by a parent or guardian. Richmond Moves will not supply car seats, but riders travelling with children who require them may bring their own. Riders are responsible for securing any such car seat and for ensuring that it fits all legal requirements.

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