Driver Partner Policies & Guidelines
At Via, we’re building a community of driver partners who put safety and service first. These policies and guidelines are here to support you and help ensure every ride runs smoothly.
Zero Tolerance Policy
Via maintains a strict Zero Tolerance Policy toward the following behaviors, by either riders or Driver Partners:
- Drug or alcohol use
- Physical violence or threats
- Sexual assault
- Verbal or sexual harassment
- Discriminatory behavior
- Keep conversation light; avoid explicit content or comments on appearance.
- Avoid personal questions (e.g., relationship status, gender identity, sexual orientation).
- Use Live Support Chat to de-escalate issues. Emergencies: call 911 first.
Phone Holder Policy
All Driver Partners must provide their own phone holder for every shift.
Penalty Notice: Violation of this policy may result in restricted access to the Via Platform and possible disaffiliation from the Via Platform.
- Mount the device before you begin driving; do not handle it while the vehicle is in motion.
- Position the screen so it does not block your view of the road or mirrors.
Safe Driving Tips
- Keep a safe speed: Drive within posted limits and adjust for conditions.
- Stay focused and alert: Keep your attention on the road and surroundings.
- Don't text and drive: Use a mounted phone only when stopped or safe.
- Always wear a seatbelt: Ensure all riders buckle up before moving.
- Obey traffic signs: Follow signals, signs, and lane markings at all times.
- Never drive impaired: Do not drive under the influence of drugs or alcohol.
- Practice defensive driving: Anticipate hazards and give space to others.
Service Animal Policy (ADA)
Service animals must be permitted to board. The ADA prohibits discrimination against service animals and riders who use them.
- Definition: A dog trained to perform tasks for a person with a disability (not an emotional-support animal).
- Allergies/fear: Must still accommodate the service animal.
- Only two questions allowed:
- “Is the animal required because of a disability?”
- “What work or task has the animal been trained to perform?”
- No documentation: Do not request IDs/vests or details about the disability.
Assisting Elderly Passengers & Passengers with Disabilities
Driver Partners may be asked to assist with boarding/alighting. Treat all riders with respect. Disabilities may be visible or not.
- Offer assistance and wait for instructions; do not assume needs.
- Speak directly to the rider; keep a normal tone and eye contact.
- If you don’t understand, ask clarifying questions.
- Mobility devices: Ask how to help; don’t touch devices without consent.
- White canes: Used by people who are legally blind; not for support.
- Blind/low-vision: Identify yourself; give descriptive, specific directions.
- Deaf/hard of hearing: Get attention first; face the rider; speak normally.
- Speech disorders: Be patient; don’t pretend—ask to repeat.
- Intellectual/developmental: Use clear, simple sentences without being patronizing.
Anti-Discrimination Policy
Via prohibits discrimination by riders and Driver Partners based on race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, any physical, mental or other disability (actual or perceived), or a rider’s points of departure/destination.
No-Weapons Policy
Weapons are not permitted for either drivers or riders. This includes firearms, knives, and any other type of weapon.
If you possess a permit to carry a lawful weapon, do not bring it into any vehicle used on the Via platform.