OnDemand – Policies
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Zero Tolerance Policy
Hampton Roads Transit OnDemand service is powered by Via. Via has 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 observe or believe any of the following, please ask the driver to terminate the trip immediately: your driver may be under the influence of drugs or alcohol, your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or your driver engages in conduct which could be considered unlawful or illegal.
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 Hampton Roads Transit OnDemand, reply to the text message confirmation of your ride, email us at support-HRT@ridewithvia.com to report the issue, or call us at the Live Support number, (225) 267-9080.
Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), rider’s points of departure and destination, or any other characteristic protected under applicable federal or state law. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners found to have violated Via’s anti-discrimination policy will lose access to the Via Platform. If you believe that you have been subject to discrimination by a rider or driver partner, please provide feedback in the review function of the Hampton Roads Transit OnDemand app or email us at support-HRT@ridewithvia.com.
Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.
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.
Hampton Roads Transit OnDemand 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.
Licensed service animals are welcome to ride in Hampton Roads Transit OnDemand 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 in 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.
Riders must be 13 years of age or older. Children under the age of 13 can ride with Hampton Roads Transit OnDemand when accompanied by a parent or guardian. Hampton Roads Transit OnDemand will not supply car seats, but riders traveling 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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