What is ViaVan?
ViaVan is an on-demand transit system that takes multiple passengers heading in the same direction and books them into a shared vehicle. Think of ViaVan as a bus that’s smart enough to come when you want it and where you want it.
Using our app for iPhone or Android, you can select your pick up and drop off, and we’ll do the rest. As we are a corner-to-corner service, we’ll pick you up at a nearby corner and then drop you off within a couple blocks of your requested destination. This helps us ensure that even with multiple pick ups, trip times are comparable to a taxi.
Note: ViaVan also offers a private ride option when available.
When and where does ViaVan operate?
ViaVan currently operates 24/7 in London Transit Zones 1, 2, 3, 4, and 5.
Who is driving my ViaVan?
You are our most precious cargo, and we take safety very seriously. When you book a ride, we connect you with a vehicle operated by a trained and experienced driver who is covered by the required insurance. All driver partners undergo thorough criminal background checks before driving on the ViaVan platform.
But the necessary insurance and licensing are no-brainers. We expect more! We want all ViaVan vehicle drivers to be downright amazing, so don’t forget to leave feedback for your driver after each ride – you’ll help us make sure only the best drivers get to drive for ViaVan.
What platform(s) is the ViaVan app available on?
How many people will I share with?
The number of passengers you will share a ride with varies depending on who’s headed in the same direction at the same time and the make and model of the ViaVan picking you up!
Note:ViaVan also offers a private ride option when available.
How do I get the ViaVan app?
How do I create a ViaVan account?
If this is your first time using the app, you'll need to press "Sign Me Up" and create an account before you can log in and book a ride.
Step One: Click on the "Sign Me Up" button in the home screen of the app.
Step Two: Enter the requested information on the first page of this screen. You can even add a photo if you like!
Step Three: Click Next to move to the second page. Input your credit card number, followed by the expiration date, the security code, and the billing zip code. If you were referred by a friend, you can enter their personal promo code into the "Promo code" box.
Once all of this is completed, press "Join" and you’ll be ready to ride!
Why does ViaVan need my credit card?
When you sign up for ViaVan, we ask you for a credit card or debit card. You can use any credit/debit card to pay for ViaVan. Each time you take a ride or purchase Ride Credit, payment is simple and seamless – we automatically charge your card on file. Never worry about cash, we’ve got you covered.
The best way to pay for ViaVan is to buy Ride Credit in the app. Before you ride, go to the Menu screen in your app, choose "Ride Credit," and select how much you'd like to buy. Each time you take a ride, we'll simply deduct the cost of your ride from your remaining credit. If you ever run low on credit, we will deduct any remaining credit and charge the card on file directly for the remainder of your ride.
Please note, we do not accept pre-paid debit cards.
How do referrals work at ViaVan?
We get it, you’ve become addicted to our sweet, affordable rides and you can’t wait to shout it from the rooftop for all to hear! Head to the app "Menu" and select "Free Rides." You can also access this page with the small gift box icon on the top right of your main booking screen.
From here you can learn your personal promo code and share it directly with friends via text message, email, and social media.
For every friend who signs up with your personal promo code and completes their first ride, you will receive £12 of sweet ViaVan Ride Credit.* It’s our way of saying thanks for spreading the ViaVan love!
*Up to £2 of Ride Credit can be used per ride. Up to a maximum of £150 of Ride Credit per ViaVan account. ViaVan reserves the right to expire referral Ride Credit at its discretion.
ViaVan referral credit is granted for use in ViaVan’s operating zone at the time the credit is granted. As ViaVan’s operating zone changes, ViaVan reserves the right to change the way in which ViaVan credit may be used. All credit granted prior to 1st December 2018 may be used for rides within Zone 1 and Zone 2 only. ViaVan reserves the right to allow existing credit to apply to areas outside of Zone 1 and Zone 2 subject to any conditions and restrictions it may impose in its sole discretion. ViaVan reserves the right to control the amount of credit that a rider is permitted to use on any individual ride. All referral credit has an expiry date of 30 days. This means that ViaVan has the right to revoke any referral credit that has not been used more than 30 days. For all rides to airports (Heathrow, Gatwick and London City), a maximum amount of £4 per airport ride may be redeemed from referral and promotional credit. For all accounts created on or after 14th December 2018, a maximum amount of £4 per ride may be redeemed from referral credit. Starting on 1st January 2019, a maximum amount of £4 per ride may be redeemed from referral credit.
I haven't taken ViaVan yet - why was I charged?
When you create a ViaVan account, we need to confirm your credit or debit card is valid, so you may see a £1 pre-authorization charge on your card. That charge is immediately voided, so don’t worry, you are never actually charged, and the £1 is never deducted from your account!
If this is the first time you are booking with a new card you may see an authorization in the amount of your requested ride. Rest assured, if you opted not to book the ride this hold will be removed from your account in 3-7 business days depending on your bank or credit card company's processing times.
What is the ViaPass?
The ViaPass is especially designed for our most loyal commuters and makes ViaVan more affordable than ever. To purchase a ViaPass, just open your app “Menu” and head to the section labeled “ViaPass.”
Some things to remember:
The ViaPass is activated when you take your first ride
Additional fees apply for +1s (additional passengers)
Cancellations and No Shows are charged at £3 each.
Free rides are limited to 4 shared rides per day within Zones 1 and 2 in London during specific times. All other rides are 10% off.
Private rides, and rides outside the covered zone or hours, are 10% off, and discounted rides count toward the maximum 4 daily rides.
ViaPasses purchased in London cannot be used in other ViaVan cities.
Smart Saver ViaPass
*Terms & Conditions: The ViaPass is a tool that allows you to reduce the overall fares owed to drivers and collected by ViaVan on their behalf. If you change your mind at any time prior to booking any free or discounted rides, you can obtain a refund for the ViaPass by contacting firstname.lastname@example.org. The ViaPass is activated at the time you take your first ride, not at time of purchase, except upon the auto-renewal of a ViaPass, in which case activation of the new ViaPass will occur at the time of the expiration of the previously purchased ViaPass. Each ViaPass expires at the end of the stated validity period, to the minute of the activation time. The ViaPass will automatically renew upon expiration, unless you opt out of the auto-renewal. Each individually purchased ViaPass is limited to a single user, account and device (i.e., multiple people cannot share a single ViaPass). ViaPass holders are prohibited from booking a ride on behalf of another person or party, and must be present in all bookings made with their ViaPass. ViaVan reserves the right to deactivate any ViaPass it determines to be used in violation of these terms, with immediate effect, and without refunds. A ViaPass holder may book rides for his or her +1's, though additional fees apply. The ViaPass cannot be combined with other offers or promotions. Charges for cancellations and no-show fees will apply. Available for a limited time, while supplies last; ViaVan reserves the right to cancel this offer or modify its terms at any time. ViaVan does not guarantee the availability of rides.
How do I book a ride?
Download our free app (available on iPhone and Android), sign up for ViaVan, and book a ride in three super-easy steps:
STEP 1: Move the map until the blue marker is at your desired pick-up location and press "Set Pickup." You can also manually type your address in the search bar and select the correct one from the drop down.
STEP 2: Move the map until the orange marker is at your desired drop-off location and press "Set Dropoff." You can also manually type your address in the search bar and select the correct one from the drop down. ViaVan will check for available vehicles and connect you with the best vehicle for your ride.
STEP 3: Review the ride offer in the proposal screen (you may receive several proposals with different ETAs and different ride options). Select the one that works best for you and press "Book This Ride." All the details, including exact pick up location (remember it may not be where you booked) and information on the car picking you up, will then be displayed.
Sweet! You’ve just booked a ViaVan ride.
Where do I wait for my ViaVan?
After you book a ride, the app will display the pick-up location where the vehicle will meet you.
As we are a corner-to-corner service, your actual pick-up spot may differ from where you asked to be picked up. It’s usually the corner closest to the pick-up location you requested, but you may be asked to walk a few blocks. Sometimes, the app will give you the address or business name at your pick-up spot to help you find it. Either way, the exact pick up location will always be displayed in the app.
Make sure you’re at the pick-up spot when the vehicle arrives! The app will count down the minutes to your vehicle’s arrival, and we’ll send you a text when the vehicle is two minutes away and again when it arrives. For assistance, you can reply to that text and our Live Support team will help out. Additionally, you can contact the driver partner at any time directly through the app by pressing the small green phone icon located on the right, at the bottom of the screen.
Remember: ViaVan is a community, and you’re sharing your ride with other members. Keeping them waiting results in stink-eyes, and if you’re more than a minute or two late, the vehicle will just have to leave. It hurts, but it’s the only way we can move everyone so quickly at such an incredible price.
Want to track your vehicle while you wait? In the app, zoom out from your pick-up spot or click the small compass icon in the bottom right, and you’ll be able to follow the vehicle on the map as it approaches.
How do I know when my ViaVan will arrive?
After you set your Pickup and Drop-off in the app, we'll give you an estimated time until your ViaVan arrives. When your car is 2 minutes away, we'll send you a text message to let you know that your ride is getting close. When your car arrives, we'll send you another text to let you know!
Can I request a specific time for my pickup?
Nope. ViaVan operates on-demand only. Just book a ride a few minutes before you need to leave, and we’ll connect you with a vehicle in real-time.
What do ViaVan vehicles look like?
The best way to identify your ViaVan is by checking the license plate number displayed in your app and in the text messages you receive from us.
Just check to make sure the license plate number matches and you're all set to board!
How to contact ViaVan
We’re here to help and you can contact us 24 hours a day, 7 days a week.
In an emergency, you should call 999 or 101 for non-emergency situations that require help from the police.
My driver was great! How can I thank them?
Our driver partners are the butter to our bread. Simply put, they’re the best! If you had a great experience with a driver, please let us know by filling out the feedback screen after your ride or by leaving a tip through the app.
How do I retrieve something I left in a ViaVan?
We’ve all been there, and we feel for ya! As soon as you realize an item is missing, navigate to the app menu (by tapping the three parallel lines in the top left corner of the app screen) and tap on the "Help Center" at the bottom of the menu list.
There you can tap on the option "I left something in my ViaVan!" On the following screen, you will see the details of your most recent ride. If your driver partner is still on the road with ViaVan, you can opt to receive a phone number through which to contact and coordinate with the driver partner directly to determine if they have your lost item in their vehicle and, if so, how they can return it to you.
If the driver partner is not driving with ViaVan at the moment, you will be given the option to contact ViaVan Support for further assistance on finding your lost item.
If you left your item in a ViaVan ride other than your most recent ride, you can select "Not this ride? Go to Ride History >>" to navigate to your Ride History and contact ViaVan Support about the correct ride.
If you don't have your phone handy, you can also email us here, and we’ll put you in touch with your driver partner to track it down! Please note, unclaimed items will be donated after 30 days.
How do I reset my password?
When logging in, first make sure you are using the exact e-mail address that you used to open your ViaVan account. To reset your password, first open the app and select "Log me in." In the password box, press "Forgot your password?"
On this screen enter your phone number and press "Send"
Once you receive the password by text, you can go back into the app and log in with the password we sent you. Once logged in, you can change the password to one of your liking.
Click on the "Menu" icon in the top left and then the pencil icon - this will take you to edit your profile. Click on "Edit Password"
On this screen you will enter the current password (the one from the text message), and then enter a new password of your choice - then click "Save."
If you need further assistance, don't hesitate to e-mail us here!
I'm not receiving my temporary password!
We’re sorry for the hassle! Please email us here and we can reset your password for you manually.
I had an issue with my ride. How can I let you know?
Oh dear! We’re sorry to hear that there was a problem with your ride. Please let us know what went wrong either by filling out the feedback screen in the app after your ride or by emailing us here.
Can I ride with my pet?
Licensed Assistance Dogs are welcome to ride in ViaVans without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with ViaVan.
The Four Rules of ViaVan
Since ViaVan is a shared service we ask all members to obey our Four Simple Rules.
Be ready and waiting
Get to your pickup corner before your ViaVan arrives.
Avoid phone calls
Limit phone calls to emergencies or quick logistics during shared rides.
Don't eat or drink
Help us keep the ViaVans clean.
Treat your fellow members and drivers with respect.
Can my child ride with ViaVan?
Children are welcome in ViaVan! We strongly encourage all parents to bring a car seat or booster seat where appropriate or requires. Please note that all children, regardless of age, must be marked as an additional passenger when booking your ride. This requirement is due to vehicle capacity restrictions based on number of passengers.
Please note, each rider must be at least 16 years old to ride alone in a ViaVan.
Can I smoke or use an electronic cigarette in my ViaVan?
Smoking of any kind is prohibited in your ViaVan. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.
Can I eat in the ViaVan?
We know that you are guys and gals on the go, but please help us keep our ViaVans clean and fresh and avoid bringing food and drink in our cars.
If spills occur, we'll have to charge you a cleaning fee.
Can ViaVan deliver a package for me?
ViaVan driver partners are not able to transport any unaccompanied packages for our members. We'll need you to accompany any packages, luggage or belongings that want to take a joy ride in a ViaVan!