Insurance, Accident, Incident & Complaint Policy
Intended audience: Customers, passengers, transportation providers, corporate customers, support and operations personnel
Legal entity: Elevate Mobility Group LLC d/b/a XVIA USA
Principal business address: 411 Theodore Fremd Ave, Ste 206, Rye, NY
Effective date: August 8, 2026
1. Transportation Provider Insurance
Transportation providers and contracted transportation companies using the XVIA platform are responsible for maintaining the automobile, commercial, for-hire vehicle, liability, and other insurance coverage required for the vehicle, driver, operating authority, jurisdiction, airport or facility access, and transportation services they perform. XVIA may require current evidence of applicable insurance and may restrict a provider, vehicle, or service category when required coverage expires, is cancelled, suspended, materially restricted, cannot be verified, or no longer satisfies applicable platform or legal requirements. Any insurance information displayed, collected, or verified by XVIA is for platform administration and compliance purposes and does not constitute a representation that a particular policy will cover every accident, injury, loss, claim, passenger, vehicle, trip, or circumstance. Insurance coverage and responsibility for a particular incident depend on the applicable policy terms, endorsements, exclusions, limits, deductibles, applicable law, provider and vehicle status, trip circumstances, and the facts of the incident.
2. Emergency Priority
XVIA is not an emergency-response service. In the event of immediate danger, serious injury, suspected criminal activity, fire, a collision requiring emergency assistance, or another emergency, passengers, customers, and transportation providers should contact 911 or the appropriate local emergency authority first. People at the scene should follow lawful instructions from police, fire, emergency medical personnel, or other responding authorities and should not place themselves or others in danger to collect photographs, video, documents, or other evidence. After immediate emergency and safety needs have been addressed, accidents and accident-related claims should be reported to [email protected]. Other safety matters may be reported to [email protected].
3. Customer and Passenger Accident Reports
A customer or passenger reporting an accident or transportation-related incident should provide information reasonably available to them that may help identify and evaluate the event. Useful information may include the passenger's name and contact information; XVIA reservation or trip number; date, time, and location; driver and vehicle information; a description of what occurred; known injuries or property damage; responding police agency and report number, if available; photographs or video safely and lawfully obtained; witness information; and other relevant information. A passenger is not expected to determine fault, insurance coverage, or legal responsibility when submitting a report. XVIA may request additional information after the initial report when reasonably necessary to route, document, investigate, or administer the matter.
No person should place themselves or another person in danger merely to obtain evidence.
4. Transportation Provider Accident and Incident Reports
Transportation providers must promptly report accidents occurring during an accepted XVIA reservation or while actively performing an XVIA-assigned transportation service after immediate emergency, safety, and legally required duties have been addressed. Providers remain responsible for making any separate report or notification required by applicable law, insurance policy, base affiliation, regulatory authority, airport or facility rule, provider agreement, or other applicable requirement. Reporting an accident to XVIA does not replace a legally or contractually required report to another party. XVIA may request information reasonably relevant to the event, including trip details, photographs, vehicle information, a description of the incident, information concerning other involved vehicles or persons, insurance information, police report information, witness information, citations, known injuries, towing information, and other relevant documentation. Providers must provide accurate information and should preserve reasonably available evidence relevant to the incident. Knowingly concealing a material accident, intentionally providing materially false information, fabricating evidence, or improperly altering or destroying evidence required to be preserved may violate XVIA policies and the applicable provider agreement.
5. Temporary Safety Restriction and Review
Following a serious accident, significant vehicle damage, a credible safety allegation, a lapse or question concerning insurance, or another event that may affect continued eligibility, XVIA may temporarily restrict a transportation provider, driver, vehicle, or applicable service category while relevant information is reviewed. The review may include verification of insurance, vehicle condition or inspection, licensing or regulatory status, provider eligibility, accident information, safety records, or other information reasonably related to continued platform use. A temporary restriction is a precautionary platform action and is not, by itself, a determination of fault, negligence, legal liability, insurance coverage, or wrongdoing. XVIA may restore, modify, continue, or convert a temporary restriction into another account or vehicle action after reviewing the available information, subject to the applicable provider agreement, XVIA policies, and applicable law.
6. Claims Administration and No Admission of Liability
XVIA may receive, document, route, preserve, or coordinate accident and incident information with parties reasonably involved in evaluating or administering the matter, including the transportation provider, vehicle owner, affiliated licensed base where applicable, insurer, insurance broker, claims administrator, corporate customer when appropriate, and governmental or regulatory authorities. XVIA may also communicate with legal representatives or other authorized persons when the communication is permitted or required by law or authorized by the appropriate party. XVIA's receipt, review, preservation, forwarding, or coordination of a report does not constitute an admission of fault, negligence, insurance coverage, or legal liability by XVIA, the transportation provider, vehicle owner, base, insurer, or any other party. XVIA does not guarantee that an insurer or other party will accept a claim, provide coverage, reimburse a loss, approve a repair, or make a payment. Insurance and claim decisions are made under the applicable policy, contract, law, and facts.
7. Complaints, Support Channels and Escalation
Routine customer-service concerns should ordinarily be directed to [email protected]. Reservation and booking matters may be directed to [email protected]. Safety concerns may be directed to [email protected]. Accidents and accident-related claims may be directed to [email protected]. XVIA may route a complaint or incident internally based on its nature and seriousness. Review may involve Customer Support, Operations, Safety/Incident personnel, insurance or claims personnel, compliance personnel, or other personnel reasonably necessary to address the matter. Submitting a good-faith safety, accessibility, discrimination, accident, or service complaint will not, by itself, result in retaliation or adverse account action. This protection does not prevent XVIA from acting on independent misconduct, fraud, threats, policy violations, or other legitimate grounds. Knowingly fabricated reports, deliberately false material statements, fraudulent claims, or fabricated or improperly altered evidence may violate XVIA policies and may result in appropriate account or provider action.
8. Record Preservation, Privacy and Authorities
XVIA may preserve records reasonably relevant to an accident, incident, complaint, insurance matter, safety investigation, fraud review, anticipated or pending dispute, regulatory requirement, or other legal obligation. Relevant records may include reservation and trip information; GPS or location information; provider and vehicle records; communications; payment records; photographs; video or audio recordings lawfully available to XVIA; customer-support records; insurance information; and incident documentation. Preservation does not mean that every category of information will exist for every incident or that information will be retained indefinitely. Records will be retained and handled in accordance with XVIA's applicable privacy, security, retention, and legal-preservation practices. XVIA may cooperate with insurers, claims administrators, regulators, law enforcement, courts, governmental authorities, and other authorized parties when required or permitted by applicable law. Information disclosed in connection with such matters will be limited as reasonably appropriate to the request, purpose, and applicable legal requirements.
9. Cooperation and Communications During a Review
Customers, passengers, and transportation providers involved in a reported accident or serious incident should provide truthful information and reasonably cooperate with requests for information that are relevant to XVIA's administration of the matter. XVIA may communicate through the contact information associated with the reservation, account, provider profile, corporate account, or incident report. Individuals should keep relevant contact information current while an active matter is being reviewed. Nothing in this Policy requires a person to waive a legal right, make an admission of fault, or provide information that applicable law does not require them to provide.
10. Relationship to Other XVIA Policies
This Policy should be read together with XVIA's applicable Customer Terms of Service, Privacy Policy, Passenger Safety, Conduct, Accessibility, Cleaning & Lost Property Policy, Driver Privacy, Safety & Platform Standards Notice, Provider Agreement, and other policies or agreements applicable to the particular trip or account. If another XVIA agreement contains more specific procedures for a particular provider, corporate customer, payment arrangement, or incident, those specific terms apply to the matter they expressly address to the extent permitted by applicable law.