Effective: March 1, 2013
Riders or their caregivers are responsible for canceling trips they no longer need at least 24 hours prior to the scheduled trip. To cancel a trip, customers must call 303-447-9636 between 8 a.m. and 5 p.m., Monday through Friday. If calling outside these hours, you may leave a voicemail message with your name and date of trip(s) you wish to cancel.
Please avoid frequent late same-day cancellations and no-shows. You will be considered a no-show when:
- You don’t cancel your ride before the driver arrives.
- You cannot be found at your pick-up location.
- You are not ready within five minutes of the time your driver arrives.
Your return trip will automatically be cancelled unless you call. You will not be considered a no-show if your appointment is running late.
Excessive missed trips may cause suspension of service. Whether the reason is no-show, late same-day cancellation or failure to cancel a standing ride, missed trips are considered excessive when a customer reaches the following threshold:
6 Same-Day Cancellations and/or 2 No-Shows within a 30-day period (calendar month)
Written notifications will be sent to riders who reach this limit. Suspension of services may occur if a rider receives a second violation notice within a six-month period.
No-shows and same-day cancellations deprive other Via customers of rides. Please be considerate and protect yourself from possible suspension of service.