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.
When and where does ViaVan operate?
ViaVan operates in the eastern area of Espoo Mondays-Fridays from 07:00 - 21:00.
From 9th November, ViaVan will also run a Saturday service from 09:00 to 23:00.
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 in Espoo have an active taxi license issued by Traficom and has gone through ViaVan driver partner training.
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!
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 €4 of sweet ViaVan Ride Credit.* It’s our way of saying thanks for spreading the ViaVan love!
*Up to a maximum of 150€ of Ride Credit per ViaVan account. ViaVan reserves the right to expire referral Ride Credit at its discretion.
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 specially designed for our most loyal riders, making ViaVan more affordable than ever. By paying just 10€ upfront, you unlock 4 free rides per day for a whole week!
To purchase a ViaPass, just head to the ViaPass section of the app menu.
Some things to remember:
-The ViaPass is activated when you take your first ride.
-Additional fees apply for +1s (additional passengers).
-Cancellations are charged at 1€ and No Shows are charged at 1.50€ each.
-Free rides are limited to 4 per day.
-ViaPasses purchased in Espoo cannot be used in other ViaVan cities. -The ViaPass is valid for 7 calendar days from time of purchase. Please refer to this article to understand more about when and where ViaVan operates.
How do I book a ride?
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.
How do I book a ride for multiple people?
Our app currently supports booking a ride for up to 4 people in Espoo. When booking in the ViaVan app, tap the - or + buttons next to the pick up to indicate how many people are with you (e.g. if traveling with two friends, choose "+3").
You can read more about pricing for extra riders here.
(Note: our app does not currently support different drop-offs for riders traveling together, so just make sure you're all going to the same place!)
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!
What do ViaVan vehicles look like?
All ViaVan driver partners in Espoo will be driving a Volkswagen Caravelle. 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!
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.
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, please let us know by e-mailing us here, and we’ll put you in touch with your driver 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
Why is my place pin in the middle of the water?
We’re not quite ready to pilot ViaVan’s shared submarine service, so your map definitely shouldn’t be defaulting to a strange location. Please make sure that Location Services are enabled for the ViaVan app on your phone (Settings - Privacy - Location Services), and that should bring you back to dry land STAT!
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.
Be Considerate: 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 the local law requires it. 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 13 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 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!
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 I use my phone while in a ViaVan?
While we at ViaVan love you and can’t believe your mom (or boss, or roomie, or whoever) did that crazy thing either, please remember your fellow riders might not be as interested in your phone conversations. Please be considerate of other members in your ViaVan and limit phone calls to quick logistics and emergencies during shared rides.