Zero Tolerance Policy

SMART Flex has a strict Zero Tolerance policy. We do not tolerate the use of drugs or alcohol by drivers on the SMART Flex service platform nor do we tolerate inappropriate behavior by drivers towards passengers. If you believe that your driver may be under the influence of drugs or alcohol, if your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or if your driver engages in conduct which could be considered unlawful or illegal, please ask the driver to terminate the trip immediately. 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 the SMART Flex app or email us at support-smart@ridewithvia.com to report the issue.

Cigarette policy

Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.

Eating/drinking policy

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. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. Drinking alcohol and 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.

Luggage/strollers policy

SMART Flex 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. 

Pet policy

Licensed service animals are welcome to ride in SMART Flex vehicles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride with SMART Flex and be able to be carried on the rider’s lap or underneath the rider’s seat/seat in front.

Age policy

Riders must be 13 years of age or older. Children under the age of 13 can ride with SMART Flex when accompanied by a parent or guardian.