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Passenger Safety, Conduct, Accessibility, Cleaning & Lost Property Policy

Intended audience: Passengers, customers, transportation providers, and customer-support 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. Passenger Eligibility, Capacity and Child Safety Seats

Account holders must be at least 18 years old. XVIA does not permit transportation of an unaccompanied minor through a standard customer reservation. A minor may travel when accompanied by a parent, legal guardian, or other responsible adult authorized to accompany the minor, subject to applicable law and XVIA's booking requirements. Vehicle occupancy may not exceed the number of passengers that can be lawfully transported using the installed seating and required occupant-restraint systems. XVIA's standard service capacities are: Black, up to 4 passengers; XL, up to 6 passengers; and Elite SUV, up to 6 passengers. The actual capacity of an assigned vehicle may be lower based on its lawful seating configuration, child restraints, luggage, mobility devices, or other safety considerations. Passengers traveling with a child may request a child safety seat when making or updating a reservation. A requested seat is an optional add-on, subject to availability, vehicle compatibility, the information supplied by the customer, and confirmation by XVIA. A $30 fee applies for each requested child safety seat that XVIA confirms and provides. The fee will be disclosed before the reservation or modification is confirmed. If XVIA cannot provide a seat that was requested and confirmed, the passenger will not be charged that child-seat fee. The parent, legal guardian, or accompanying responsible adult is responsible for providing accurate information reasonably requested about the child, including information needed to identify an appropriate restraint, and for complying with applicable child-passenger safety requirements. Nothing in this Policy transfers to the passenger a safety obligation that applicable law places on a driver, vehicle owner, carrier, or other regulated party.

2. Smoking, Alcohol, Food, Luggage and Prohibited Items

Smoking and Vaping. Smoking, vaping, or use of tobacco, cannabis, electronic cigarettes, or similar smoking/vaping products is prohibited inside a vehicle during an XVIA trip. A $100 smoking fee may be assessed when XVIA reasonably determines from available evidence that a passenger or member of the passenger's party violated this rule, subject to applicable law and XVIA's dispute procedures.

Alcohol. Passengers may not consume alcoholic beverages or possess open containers where prohibited by law. XVIA may maintain a no-alcohol or no-open-container rule for trips even where consumption or possession might otherwise be lawful.

Food and Beverages. Non-alcoholic beverages in secure, closed containers are generally permitted unless they create a safety concern. Food may be consumed only with the transportation provider's permission. A cleaning charge of up to $75 may apply when a passenger or member of the passenger's party causes excessive or unusual soiling requiring cleaning beyond routine turnover between trips and the charge is reasonably supported by evidence.

Luggage and Cargo. Luggage and personal belongings must fit safely within the lawful passenger and cargo capacity of the assigned vehicle. Items may not obstruct the driver, controls, visibility, seat-belt use, required exits, or safe operation. XVIA or the transportation provider may decline items that cannot be safely or lawfully accommodated.

Prohibited Items. Passengers may not knowingly possess or transport illegal drugs, weapons whose possession or transportation is unlawful, illegal goods, hazardous materials prohibited from transport, or other property whose possession or transportation is unlawful. A trip may be refused or safely terminated when there is a reasonable, good-faith safety or legal basis to do so.

3. Pets and Service Animals

Pets. Ordinary pets may be transported subject to vehicle and provider availability. The customer must disclose the pet when making or updating the reservation. A $25 pet fee applies when XVIA confirms transportation of an ordinary pet. For safety, XVIA may require an ordinary pet to be appropriately contained, restrained, or otherwise controlled when reasonable. A cleaning charge of up to $75 may apply when an ordinary pet causes excessive or unusual soiling requiring additional cleaning. A passenger may also be responsible for actual and reasonable costs of physical damage caused by the pet, subject to Section 6.

Service Animals. Service animals are not pets. XVIA will accommodate passengers with qualifying service animals as required by applicable law and will not impose a pet fee or additional charge solely because of a service animal. XVIA and transportation providers will not require certification, registration, medical documentation, proof of professional training, a vest, insignia, identification tag, or special harness as a condition of accepting a service animal. When applicable law permits limited questions because the animal's status is not apparent, XVIA personnel or a transportation provider may ask only questions permitted by applicable law, such as whether the dog is a service animal required because of a disability and what work or task the dog has been trained to perform. Personnel may not require the dog to demonstrate the task or ask about the nature or extent of the passenger's disability. A service animal must remain under its handler's control. An animal may be excluded only when a lawful, individualized basis exists, such as the animal being out of control and the handler not taking effective action, or the animal not being housebroken, when those grounds are permitted by applicable law. Exclusion decisions may not be based on breed, size, appearance, stereotypes, generalized fear, or assumptions about behavior. If a service animal is lawfully excluded, XVIA will provide the passenger an opportunity to receive transportation without the animal when required by applicable law and reasonably practicable. Passengers are responsible for the care and control of their service animals. XVIA will not impose a cleaning fee solely because a service animal was present. A passenger may, however, be responsible for actual qualifying damage or unusual soiling caused by a service animal on the same basis applied to comparable damage or soiling caused by other passengers. Animals whose sole function is comfort, companionship, or emotional support and that do not meet the applicable legal definition of a service animal may be handled under XVIA's ordinary pet policy, subject to applicable law.

4. Unacceptable Passenger Conduct

XVIA is committed to a safe, respectful, and lawful transportation environment. XVIA or a transportation provider may refuse to begin a trip, safely terminate an active trip, assess an applicable charge, or refer an account for restriction or suspension when a reasonable, good-faith assessment indicates that a passenger or member of the passenger's party:

  • engages in threats, violence, harassment, unlawful discrimination, unwanted sexual conduct, fighting, indecent exposure, or nonconsensual physical contact;
  • knowingly possesses or transports unlawful drugs, weapons, goods, or prohibited hazardous materials;
  • smokes or vapes in the vehicle;
  • is impaired to a degree that creates a material safety risk;
  • intentionally or recklessly damages or excessively soils the vehicle;
  • interferes with the driver, vehicle controls, or safe operation;
  • refuses lawful and reasonable safety instructions;
  • exceeds lawful passenger capacity;
  • asks or pressures a provider to violate the law or operate unsafely;
  • provides materially false trip information or engages in fraud, payment abuse, or knowingly improper chargeback activity;
  • attempts to arrange prohibited unaccompanied-minor transportation;
  • refuses to exit after a lawful and safe termination of the trip; or
  • otherwise engages in unlawful conduct or conduct creating a material and reasonably identifiable safety risk.

When reasonably practicable, a terminated trip will end at a location where the passenger can safely exit. A provider is not required to continue driving when doing so would reasonably create or prolong an immediate safety threat. XVIA may review trip records, communications, provider or passenger statements, photographs, recordings lawfully available to XVIA, payment records, incident reports, and other relevant information when evaluating an incident. Account action will be based on the available circumstances, applicable policies, and applicable law.

5. Vehicle Video and Audio Recording and Incident Evidence

Recording Systems. Some vehicles providing XVIA trips may use cameras or other recording systems capable of capturing video inside or around the vehicle. Audio recording is not automatically enabled merely because a camera is present. Recordings lawfully available to XVIA may be used for safety, security, accident investigation, complaints, threats, harassment, discrimination, vehicle damage, cleaning claims, fraud, payment disputes, insurance matters, enforcement of XVIA policies, and legal or regulatory obligations.

Notice and Audio Recording. Where XVIA or a transportation provider uses a recording system, any notice, consent, or authorization required by applicable law must be provided or obtained. Audio recording may be activated only when lawful for the jurisdiction and circumstances of the trip. A general statement in this Policy does not replace any consent that applicable law specifically requires.

Trips Across Jurisdictions. Because trips may cross state or local boundaries, audio or video features may be limited, modified, or disabled when necessary to comply with applicable recording and privacy laws.

Access, Use and Disclosure. Recordings are not intended for public access. XVIA will limit access to authorized persons with a legitimate safety, security, insurance, legal, compliance, or operational need. Lawfully held recordings may be disclosed when authorized, required, or otherwise permitted by law, including in connection with insurers, claims administrators, courts, regulators, or law enforcement. Transportation providers may not use passenger recordings obtained through XVIA systems for unauthorized personal purposes or publish, sell, distribute, or post them on social media except as required or permitted by law and authorized by XVIA.

Retention and Security. Recordings controlled by XVIA will be protected with safeguards appropriate to the system and retained only as long as reasonably necessary for the purpose for which they were collected, subject to incident preservation, insurance, disputes, legal holds, and legal obligations.

No Guarantee of Recording. XVIA does not guarantee that a particular trip or incident will be recorded or that a recording will remain available. Equipment may be unavailable or recordings may be unavailable because of technical failure, lawful restrictions, maintenance, retention limits, deletion, or other circumstances.

Incident Evidence. Passengers and providers should submit relevant supporting information when available. A lack of video, audio, photographs, or other evidence does not prevent a person from reporting a safety, discrimination, accessibility, or other serious concern.

6. Cleaning and Vehicle Damage

Cleaning Fees. A cleaning fee of up to $75 may be charged when a passenger or member of the passenger's party causes excessive or unusual soiling that requires cleaning beyond routine turnover before the vehicle can reasonably return to service. Normal wear, ordinary dirt, and routine between-trip cleaning do not qualify.

Vehicle Damage. A passenger may be responsible for physical damage caused by the passenger or a member of the passenger's party during an XVIA trip. Qualifying damage may include damage to upholstery, seats, doors, windows, interior/exterior components, electronic equipment, or other vehicle property. When damage occurs, charges will be based on actual and reasonable repair or replacement costs and other reasonable, documented expenses directly resulting from the incident, to the extent permitted by law.

Documentation. Charges should be supported by reasonably available evidence, which may include photographs, lawfully available recordings, incident reports, cleaning receipts or invoices, repair estimates, final repair invoices, or other reliable documentation.

Estimated and Final Costs. If an initially estimated or authorized amount exceeds the final reasonable cost, XVIA will adjust the passenger's responsibility and refund or credit any excess amount already collected, as appropriate.

Notice and Disputes. XVIA will provide reasonable notice of a cleaning or damage charge and information describing its basis when appropriate. A passenger may dispute a charge through XVIA Customer Support within 30 days after notice. XVIA may uphold, reduce, reverse, or refund the charge after reviewing available information. Cleaning and damage charges are compensatory and are not intended solely as penalties.

7. Lost Property

Reporting. Passengers should report a lost item to XVIA Customer Support as soon as reasonably possible and provide enough information to identify the trip and item.

Recovery. XVIA and transportation providers will make reasonable efforts to assist with locating and returning property, but recovery or return cannot be guaranteed.

Verification. Before releasing property, XVIA or the provider may request reasonable information to verify ownership or the claimant's right to possession.

Return Costs. If return requires additional provider time, transportation, tolls, parking, shipping, delivery, or other material expense, XVIA may disclose the proposed method and estimated cost and obtain the passenger's authorization before arranging the return. Any return charge will be separate from obligations imposed by applicable lost-property law.

Sensitive or Valuable Property. Identification documents, passports, payment cards, keys, electronic devices, medication, financial instruments, and similar property may require special handling. Property may be delivered to law enforcement, an issuing institution, or another appropriate authority when required or permitted by law.

Unclaimed Property. Unclaimed property will be handled according to applicable law, including any requirements governing reporting, retention, transfer, or disposition. To the fullest extent permitted by law, XVIA is not responsible for loss, theft, disappearance, or damage of personal property left in a vehicle except to the extent responsibility cannot lawfully be excluded.

8. Accessibility and Mobility Devices

Nondiscrimination and Accessibility. XVIA will provide transportation services without unlawful disability discrimination and will provide reasonable modifications or assistance as required by applicable law.

Mobility Devices. Passengers may travel with foldable wheelchairs, walkers, canes, crutches, and other mobility aids or assistive devices when they can be safely and lawfully accommodated in the assigned vehicle. Transportation will not be refused solely because a passenger has a disability or uses a mobility device.

Assistance. Transportation providers will provide reasonable assistance with loading, stowing, and unloading mobility devices when required by applicable law and when it can be performed safely. Providers are not expected to provide medical or specialized personal-care services that fall outside the transportation service, except where applicable law requires otherwise.

No Disability Surcharge. XVIA will not impose an additional fare or fee solely because a passenger has a disability or uses a qualifying mobility device. Generally applicable charges may be applied only on the same nondiscriminatory basis applicable to other passengers.

Vehicle Accessibility. Not every vehicle available through XVIA is represented as a wheelchair-accessible vehicle equipped with a ramp, lift, or securement system permitting a passenger to remain seated in a wheelchair. Passengers may identify a specific accessibility need when requesting transportation so XVIA can determine available options and fulfill applicable obligations. XVIA will not require a passenger with a disability to travel with a companion or personal-care attendant solely because of the disability, except where a specific requirement is permitted by applicable law.

Safety and Compatibility. A determination that a device cannot be accommodated must be based on actual vehicle dimensions, lawful capacity, securement or storage limitations, or another legitimate individualized safety consideration—not stereotypes or generalizations. If, before transportation begins, the assigned vehicle cannot lawfully or safely accommodate a required mobility device or accessibility need, XVIA will not impose a cancellation fee solely because of that vehicle limitation. Nothing in this Policy limits any accessibility, nondiscrimination, reasonable-modification, or assistance obligation imposed by applicable federal, state, or local law.

9. Reasonable Accommodations and Modifications

XVIA will provide reasonable accommodations and modifications for passengers with disabilities as required by applicable law. A passenger does not need to use specific legal terminology when making a request. Requests may be made in advance through XVIA Customer Support or, when reasonably practicable, directly to the transportation provider at the time of service. Depending on the circumstances, reasonable accommodations may include additional boarding or exiting time, reasonable assistance with a mobility device, communication assistance, or reasonable modifications to policies or procedures needed to provide access. XVIA will not impose an additional fare, surcharge, or other charge solely because a passenger has a disability or requests or receives a required reasonable accommodation or modification. Requests will be evaluated individually based on the passenger's needs, trip circumstances, legitimate safety requirements, vehicle capabilities, and applicable law. A requested modification may be denied or adjusted only when a lawful basis exists, including when the requested action would fundamentally alter the service, create a direct and significant safety risk that cannot reasonably be mitigated, require services outside XVIA's transportation obligations, or otherwise not be required or reasonably achievable under applicable law. Safety decisions must be based on specific facts and legitimate considerations rather than stereotypes, assumptions, or generalizations about disability. When a particular request cannot be provided, XVIA will consider another reasonable means of providing access when required by law and reasonably practicable.

Transportation providers may not discriminate because of disability, use of a mobility device, use of a qualifying service animal, or a request for reasonable accommodation. Substantiated violations may result in corrective action, restriction, suspension, or removal from the XVIA platform after appropriate review. Nothing in this section limits rights or protections available under applicable federal, state, or local disability or nondiscrimination law.

10. Reporting Safety, Conduct, Accessibility, Cleaning or Lost-Property Concerns

Passengers and transportation providers should report safety incidents, discrimination or accessibility concerns, conduct issues, disputed cleaning or damage charges, and lost-property matters to XVIA Customer Support as soon as reasonably practicable. For emergencies or situations involving an immediate threat to life or safety, contact 911 or the appropriate local emergency service first. XVIA Customer Support is not an emergency-response service. Reports should include relevant trip information and a description of the issue. XVIA may request additional information reasonably necessary to investigate or respond to the matter.