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No-Show | Same-Day Cancellation Policy

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:

  1. You don’t cancel your ride before the driver arrives.
  2. You cannot be found at your pick-up location.
  3. 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.

No Show Same Day Cancellation Policy.