VIIA Terms and Conditions
Enforceable from 16/12/2015
1. About these Terms
These Terms and Conditions (“Terms”) govern access to and use of the VIIA mobile application and related services (together, the “Platform”), operated by VIIA LTD (“VIIA”, “we”, “us”, “our”).
VIIA provides an online marketplace that enables users to:
publish and view ride listings for shared journeys (“Trips”); and
request and book available seats with other users.
Important: VIIA is not a transport operator, carrier, taxi provider, or coach operator. Unless expressly stated otherwise, VIIA is not a party to any agreement between Drivers and Passengers and does not own, operate, or control vehicles used for Trips. Trips are undertaken at users’ discretion and risk, subject to these Terms.
By creating an Account or using the Platform, you confirm that you have read, understood, and agree to these Terms and our Privacy Policy.
2. Definitions
Account: a registered user account on the Platform.
Member: any person who has created an Account.
Driver: a Member who publishes a Listing offering a Trip and available Seats.
Passenger: a Member who books (or requests to book) a Seat on a Trip.
Listing: a Trip listing posted by a Driver.
Seat: a seat in the Driver’s vehicle made available for booking.
Booking: the reservation of a Seat on a Trip via the Platform.
Booking Confirmation: confirmation issued when payment is taken and, where applicable, the Driver accepts the request.
Cost Contribution: the amount set by the Driver as a contribution to Trip running costs.
Platform Fee: the fee charged by VIIA for providing access to the Platform and related services.
Total Price: Cost Contribution + Platform Fee (plus applicable taxes).
Verification: identity and/or driving eligibility checks required by VIIA.
Ride Code: a verification code required to confirm Trip start and completion (where enabled).
Safety Features: ride codes, emergency tools, in-app reporting, and related safety functionality.
3. Eligibility, Registration, and Account Rules
3.1 Age
You must be 18 years of age or older to create an Account and use the Platform as a Member.
3.2 One person, one Account
You must:
provide accurate and up-to-date information;
keep login credentials secure; and
not create multiple Accounts or use another person’s Account.
3.3 Verification
VIIA uses mandatory Verification to promote trust and reduce fraud. Verification may require government-issued identification and, for Drivers, a valid driving licence.
Verification confirms only that certain checks were completed at the time performed and does not constitute an endorsement, certification, guarantee, or assessment by VIIA of a Member’s identity, conduct, driving ability, insurance validity, legal compliance, or suitability for a Trip.
VIIA does not verify whether a Driver’s insurance permits cost-sharing or carpooling. Drivers are solely responsible for ensuring their insurance allows Trips offered through the Platform.
3.4 Travel involving individuals under 18
Individuals under 18 may not create Accounts. A minor may travel only if accompanied and continuously supervised by an adult Member aged 18 or over (the “Supervising Member”), who accepts full responsibility for the minor’s conduct, safety, and compliance with these Terms.
Drivers may refuse to carry minors where disclosure was not made in advance, capacity would be exceeded, or legal or insurance concerns exist.
VIIA does not provide childcare, supervision, safeguarding services, or background checks on Members and acts solely as a platform intermediary.
4. Using the Platform
4.1 Posting Listings (Drivers)
Drivers may post Listings only if they:
hold a valid driving licence and are legally entitled to drive;
are the primary driver for the Trip;
use a vehicle they own or are authorised to use;
hold legally required motor insurance permitting cost-sharing;
use a roadworthy vehicle compliant with law (including MOT where required);
do not exceed vehicle seating capacity; and
do not operate for profit or as a business.
Drivers are solely responsible for Listing accuracy, Trip performance, and legal compliance.
4.2 Booking Seats (Passengers)
Passengers book Seats directly with Drivers via the Platform and enter into a direct arrangement with the Driver for the Trip.
You must not bypass Platform payments or fees.
4.3 Ride verification (Ride Code)
Where enabled, a Ride Code must be used to confirm Trip start and completion. Ride Code confirmation is used as one factor in determining Trip completion and payout status and does not constitute real-time supervision or control by VIIA.
Failure to use, misuse of, or technical issues relating to the Ride Code do not prevent a Trip from occurring and do not constitute control, supervision, or management of the Trip by VIIA. VIIA may determine Trip completion using available information where Ride Code confirmation is unavailable or disputed.
5. Reviews, Reporting, and Moderation
5.1 Reviews
Members may leave reviews only for Trips where a Booking existed. Reviews may include star ratings and optional comments.
5.2 Abuse and moderation
VIIA may remove or act on content it reasonably believes is false, abusive, misleading, discriminatory, or unlawful.
5.3 Safety reports
Members may report safety concerns. VIIA reviews reports on a reasonable-efforts basis and does not guarantee response times or outcomes.
6. Pricing, Fees, and Payments
6.1 Cost Contributions
Drivers must not profit. Cost Contributions must reflect genuine Trip costs. Drivers are solely responsible for legal, tax, and insurance compliance.
6.2 Platform Fees
Passengers pay a Platform Fee equal to 25% of the Cost Contribution, displayed before Booking confirmation.
The Platform Fee reflects Platform access, payment processing, safety features, and administrative services and is earned upon Booking, because VIIA incurs Platform and processing costs at the point a Booking is made, except where expressly refunded under these Terms.
VIIA does not deduct fees from Driver's earnings, however Stripe charges their commission for payouts.
6.3 Payments, disputes, and payouts
Payments are processed via Stripe Connect. Payouts occur after Trip completion, subject to a 24-hour post-Trip dispute window.
During a dispute window, VIIA may temporarily withhold, delay, reverse, or correct payouts while reviewing the matter. Disputes are assessed using available information, which may include Ride Code data, in-app communications, timing, reports, and evidence provided by Members. VIIA will assess disputes reasonably and consistently based on the information available at the time.
Stripe fees apply separately under Stripe’s terms. VIIA is not responsible for payment delays, holds, or compliance actions imposed by Stripe.
7. Cancellations and Refunds
7.1 Passenger lateness (15-minute policy)
If a Passenger fails to arrive within 15 minutes of departure and the Driver is present, the Booking is treated as cancelled without refund:
no refund is issued;
the full Cost Contribution is paid to the Driver; and
the Platform Fee is retained by VIIA.
7.2 Passenger cancellations
More than 48 hours before departure: refund of Cost Contribution only.
48 hours or less: refund of 50% of Cost Contribution; remainder paid to Driver.
Platform Fees are non-refundable.
7.3 Driver cancellations
If a Driver cancels or no-shows:
Passenger receives a full refund including Platform Fee;
Driver receives no payout.
This is the only circumstance in which VIIA forfeits the Platform Fee.
7.4 Exceptional circumstances
VIIA may assess exceptional cases reasonably and proportionately, taking into account factors including timing, user conduct, communications between Members, Ride Code status, evidence provided, and the legitimate interests of other Members and the Platform.
8. User Conduct
8.1 General obligations
Users must comply with all applicable laws and behave respectfully and safely when using the Platform and during Trips.
8.2 Prohibited conduct
You must not:
attempt to bypass Platform payments or fees;
engage in harassment, discrimination, threats, or abusive behaviour;
misrepresent your identity or impersonate another person;
provide false information or fraudulent content;
carry illegal items, weapons, or prohibited substances;
drive while impaired, distracted, or in an unsafe manner;
misuse Safety Features or submit false safety reports; or
interfere with, manipulate, or falsify Ride Code usage.
8.3 Enforcement
VIIA may take reasonable enforcement action for breaches of this section, including warnings, removal of content, suspension, termination of Accounts, or restriction of Platform features.
9. Emergency and Safety Tools
9.1 Primary responsibility
In all emergencies, users must contact emergency services directly (e.g. 999). Safety Features are not a substitute.
9.2 Safety button
The safety button is a fallback only where a user cannot call themselves. VIIA may attempt to contact emergency services on the user’s behalf but has no obligation beyond attempting that call.
VIIA has no obligation to monitor Trips, messages, locations, or user activity in real time and does not provide active safety supervision.
9.3 Updates
Where technically possible, VIIA may provide informational inbox updates. These do not imply monitoring or ongoing intervention.
9.4 No guarantee
VIIA does not guarantee emergency contact, response, or outcomes and bears no responsibility once a call is placed.
10. Role of VIIA, Liability, and Indemnity
10.1 Platform role
VIIA is a technology intermediary only and does not provide transport services.
10.2 Limitation of liability
Nothing limits liability for death, personal injury caused by negligence, or non-excludable liability.
Otherwise, VIIA is not liable for Trip conduct, vehicle condition, user actions, emergencies, third-party services, or indirect or consequential losses, including loss of profits, revenue, goodwill, or opportunity.
VIIA’s total liability per Booking is limited to the Platform Fees paid for that Booking.
Nothing in these Terms affects any statutory rights you may have as a consumer under applicable law.
10.3 Indemnity
You agree to indemnify, defend, and hold harmless VIIA, its directors, officers, employees, and agents from and against any and all claims, demands, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:
(a) your breach of these Terms;
(b) your conduct during or in connection with any Trip;
(c) any injury, loss, or damage caused to another Member or third party; or
(d) your violation of applicable law.
This indemnity applies only to the extent permitted by applicable law.
11. Third-party endorsements and communities
VIIA may be referenced or endorsed by third parties including platforms, influencers, fan groups, community administrators, and media outlets (“Third-Party Endorsers”).
Third-Party Endorsers:
do not operate or control VIIA;
are not agents, partners, or representatives of VIIA; and
bear no responsibility or liability for Trips, incidents, or Platform use.
No Third-Party Endorser makes any representation, warranty, or guarantee regarding the Platform or any Trip. You agree not to bring claims against Third-Party Endorsers relating to Platform use or Trips.
12. Data Protection
Personal data is processed in accordance with applicable law and the Privacy Policy.
13. Intellectual Property
VIIA owns the Platform and branding. Users receive a limited, personal, non-commercial licence.
14. Platform Availability and Third-Party Services
The Platform is provided “as available”. Features may change or be withdrawn.
Certain features rely on third-party services, device permissions, network availability, location services, notifications, or external infrastructure. VIIA is not responsible for failures, inaccuracies, or interruptions caused by factors outside its reasonable control.
15. Account Suspension and Termination
VIIA may suspend, restrict, or terminate an Account, or limit access to some or all Platform features, where VIIA reasonably believes this is necessary to:
enforce these Terms;
protect the safety, integrity, or rights of Members or third parties;
prevent fraud, misuse, or illegal activity; or
comply with legal obligations.
Where appropriate, VIIA may provide notice or an opportunity to respond. In urgent cases involving safety, fraud, or legal risk, action may be taken immediately and without prior notice.
VIIA may prevent re-registration by users whose Accounts have been terminated.
16. Changes to Terms
VIIA may update these Terms. Continued use after the effective date constitutes acceptance.
17. Governing Law
These Terms are governed by the laws of England and Wales.
18. Contact
For support or legal notices: support@viiatravel.com
19. General Legal Provisions
19.1 Entire agreement
These Terms and the Privacy Policy constitute the entire agreement between you and VIIA.
19.2 Severability
If any provision is unenforceable, the remainder remains in effect.
19.3 No waiver
Failure to enforce any provision does not constitute a waiver.
19.4 Assignment
VIIA may assign these Terms without restriction. You may not assign without consent.
19.5 Force majeure
VIIA is not liable for failures caused by events beyond its reasonable control, including network outages, third-party service failures, strikes, natural disasters, or governmental actions.