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What can we help you with?

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.”

The ViaPass in London
1-week London ViaPass – £79
4-week Commuter ViaPass – £179

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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.


*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 support@viavan.com. 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!

London City Airport Service

ViaVan services trips to and from London City Airport in London.

Your fare will be based on how far you go, when you ride, and the number of +1s in your party. Most importantly, you’ll always see a guaranteed, low price for your ride – just check your app before you book.

Note: Rides from London City Airport are subject to a £3.20 fee* levied by the airport. There are no additional costs for +1s on private ridesViaPass discounts may apply. 

ViaVan Airport Tips:

  • Security lines can be brutal: Be sure to leave plenty of travel time and factor in time for check in and security.

  • Moving to Bermuda with all your worldly possessions? Don’t forget baggage space is also shared in your ViaVan. If you have a large number of items, we suggest booking a private ride.

  • The pickup point at the airport is the Short-Stay Car Park in front of the airport.

  • Still having a tough time finding your ViaVan? No sweat! When you book from the airport, you’ll be able to call your driver partner within the ViaVan app to coordinate.


*Fares are subject to applicable fees - the cost of fees will be distributed between the booking parties on board.

How much does a ride cost?

Shared rides within Central London are £3. For all other rides, your fare will be based on how far you go, when you ride, and the number of +1s in your party. Most importantly, you’ll always see a guaranteed, low price for your ride – just check your app before you book. Cancellations and No Shows are charged a £3 fee. This pricing applies to standard shared ViaVan rides and Private Rides.

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What is a Private Ride?

For those times when you need the car to yourself, you can pay a little extra and book the entire ViaVan! In your app, you’ll be able to select a private ride right next to all of the ViaVan ride options.

Your fare will be based on how far you go and when you ride, and you’ll always see a guaranteed, low price for your ride – just check your app before you book. Please note, there are no additional costs for +1s on private rides.

To keep ViaVan ever so efficient, whether you’re sharing a ride or booking the ViaVan, you’ll get picked up on a nearby street corner.

How do I pay for a ride?

The best way to pay for ViaVan is to buy Ride Credit in the app. Before you ride, head to the app "Menu" and "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 have less credit remaining than a full ride fare, we'll deduct any remaining credit and charge the rest of the fare directly to your card on file. You can also enable our auto-refill feature and ensure your credit is topped up when you're running low! Simply move the toggle at the bottom of the "Ride Credit" page in the app to the ON position. Each time your balance falls below £10, this authorizes the automatic purchase of Ride Credit in the amount of your most recent Ride Credit purchase. 

Note: Starting January 1 2019 any promotional Ride Credit you use with ViaVan will have a limit of £4 per trip. 

How do I check my Ride Credit balance?

To check your ride and purchase history, just head to the app "Menu" and select "Ride Credit." You can also check your ride and credit history under "Menu" - "History."

 

How do I know which car is mine?

When you book your ViaVan, we'll list the information about the car coming to pick you up directly in the ride screen. This will include the license plate number as well as the type of car.

When the ViaVan is approaching, we'll send you a quick reminder text with this information (as well as the pick up spot). Once the vehicle has arrived, you'll receive another text and a "Your ViaVan
is here" notice in your app

How do I cancel a ride?

You can cancel a ride directly in your app with the "Cancel" button!
 
Our policy is that for any rides cancelled more than 1 minute after booking, ViaVan reserves the right to charge a £3 cancellation fee. This is due to the fact that, as soon as a request enters the system, the car assigned will be rerouted to accommodate the pick up, so it can end up adding a slight detour to not just the driver but also the existing passengers in the vehicle. However, if a cancellation occurs because the current ETA is more than 5 minutes greater than the original ETA that was quoted at the time of booking, the system will automatically waive the cancellation fee as we understand that in these situations our members need to be able to make the most informed decision about their ride. We are also happy to waive the cancellation fee in the event of an emergency or an unforeseen situation.

How do I book a ride for multiple people?

Our app currently supports booking a ride for up to 4 people in London. When setting your pickup or drop-off location in the app, just tap the - or + button near the top of the screen to indicate how many people are with you (e.g., if traveling with two friends, choose "+2"). You can also tap the "1 Passenger" tab above the place pins to add riders.

You can read more about pricing for extra riders here. Please note, there are no additional costs for +1s on private rides.

(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!)

What if I'm late - will my driver wait for me?

ViaVan is a shared service, so to keep things fair to the members already on board, we'll have to keep your car moving. Our drivers will wait 60 seconds, at which point we'll try to get in touch with you, but if after a minute you're not at the car, we'll have to move on and you may be assessed a £3 "No Show" fee.
 
If you're waiting at your pick up location and can't find your car, don't panic! Give your driver a call using the green phone icon in the app, or send a quick text message to our Live Support Team by replying to the text message we sent you about your vehicle's arrival. We'll make sure to get you on board!

Is tip required?

While tipping is not required, you are welcome to tip directly in your app either during or after your ride. You'll see the option to leave no tip, £1, £2, or a custom amount.

Additionally, if you have a really great ride please let us know by rating your driver and leaving feedback in the app, or sending us a note about what made him or her great. We take these comments into consideration when determining our Driver of the Week and our weekly Customer Service awards.

Note: Tips are non refundable.

Do I have to pay tax?

VAT is included in your proposed ride fare, so no additional tax will be added on top of that!

Can I set up a business profile?

ViaVan offers the option to set up a Personal and a Business Profile. You can set up a Business Profile in the app under Menu - Billing. Simply enter your workplace e-mail address (or your employer's e-mail address) where you would like your Business Profile ride receipts to  be sent.

You will then be able to select a default payment method from the cards you already have on file, or by adding a new payment method (including your employer's corporate card). You'll be able to switch between your Business and Personal profile when booking a ride.

Note: When riding under your Business Profile, you will not be able to use any existing Ride Credit. Rides taken under your Business Profile will be charged directly to the default payment method on your Business Profile.

We accept credit and debit cards, but we do not accept pre-paid debit cards.

How old do I have to be to use ViaVan?

Children under the age of 16 may only ride with Via when accompanied by a parent or guardian. Minors between the ages of 16 to 18 may have their own member accounts and ride with ViaVan unaccompanied, but they must have consent from their parent or guardian.
 
Support

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