FAQs

Log in to the Zity app with your email and password. To change your credit card details, go to the main page, tap on “My e-wallet” and open the “Payment methods” section. You can update your other personal data in “My data” (from the menu, click on your initials).

Please contact us through the Zity app, click on the icon and select Customer service.

Every customer account is personal, non-transferable and constitutes a contract between the customer and Zity. The customer is responsible for any event that occurs during the use of their account.

In most cases, your account will be validated instantly. Occasionally, additional verifications are required which can take up to 24 or 48 hours. If it takes longer, there may be a problem with the documents provided; you can then contact us through the Zity app, click on the icon and select Customer service or by email at bonjourlyon@zity.eco.

Send your deletion request by email to bonjourlyon@zity.eco attaching a copy of your ID. Our customer service will acknowledge your request within 30 days.

After each trip and within 48 hours, you will receive an email with your invoice, a summary of the service information and the cost that will be charged to your payment method.

The rental rate starts from the moment you unlock the vehicle from the Zity app.

Zity accepts Visa, Mastercard and American Express credit and debit cards. Prepaid cards are not yet accepted.

You can change/update your payment details at any time from the Zity app, in the «My wallet» section of your profile. If your account has been blocked, you can contact our customer service by email at facturationlyon@zity.eco or  through the Zity app, click on the icon and select Customer service.

It may happen that you are making a reservation at the same time as another customer is trying to reserve the same vehicle. If this happens, you can try to reserve another vehicle.

You can only book one of our vehicles at a time.

You can reserve the vehicle up to 20 minutes before you start driving. The reservation time is free of charge.

Check that you are at the address displayed on the Zity app. If it is correct, contact us through the Zity app, click on the icon and select Customer service.

Make sure that you have connected the bluetooth on your phone and try again. If the problem persists, please contact us through the Zity app, click on the icon and select Customer service.

Through the Zity app, click on the icon and select Customer service.

Or by e-mail:

• If you are a private individual: bonjourlyon@zity.eco
• If you are a company: businesslyon@zity.eco
• We also love the press: presse@zity.eco

It is a service that allows to reduce the amount of the liability excess that the customer would have to pay in case of an accident or damage for which the customer is responsable, by paying a surcharge over the rental price.

Hiring it is very simple: before opening the vehicle on the Zity App we will ask if you want to hire the Protection Plus Service for that rental. See our Pricing Policy for information on the surcharge.

Zity vehicles are fully insured with an excess charge. Meaning that if the user is responsible for the damage, and provided that the user has complied with our T&Cs, the repair costs will be charged up to the insurance deductible (see Pricing Policy) . If the user has not respected the T&Cs, the user must pay the total amount of the repair.

The cover included:

• Defense and legal assistance
• Travel Assistance
• Accident Assistance
• Window and windscreen damage

The insurance covers all occupants of the vehicle at the time of the accident or damage, provided that the traffic regulations and the T&Cs are complied with.

In the event that the user is responsible for the damage, and provided that the user has complied with our T&Cs, the repair costs will be charged up to the insurance deductible (see Pricing Policy). If the Zity user has not respected the T&Cs, the user must pay the total amount of the repair.

These documents can be found in the footer of our website.

You need your valid ID card and driver’s license, as well as a credit card.

We accept all European driving licenses. Valid driving licenses issued outside the European Union and/or the European Economic Area will be accepted if accompanied by an international driving license.

Drivers with a license less than 1 year old (not a provisional license certificate) can register and rent Zitys.

Please contact us by email at bonjourlyon@zity.eco or through the Zity app, click on the icon and select Customer service.

Zity it couldn’t be simpler:

• Download the Zity app for free from Google Play or Apple Store.
• Scan your driver’s license and ID.
• Upload a selfie.
• Your account will be verified and activated instantly or within 24-48 hours at the latest.

NB: To benefit from our Zolidarity Rates, please send proof of eligibility to our teams at bonjourlyon@zity.eco.

Once your account is activated:

• You will receive a confirmation email.
• Login to our app with your email address and password
• Enjoy Zity, let’s go!

To create a Zity account, you must be at least 18 years old and have a valid driving license to drive in the European Union and/or the European Economic Area or in Switzerland.

• Once part or all of the balance redeemed in the App has been used: no refund will be made.
• If you notice that you have purchased more than one bundle by mistake: you have up to 7 days to request a refund for this bundle from the date of purchase. After this date, no refund will be made.
• It is not possible to extend the expiry date of any of our Saving Packs. The date indicated in the App will be the only valid date.
• No refund will be made for expiry date reasons.

Send an email to bonjourlyon@zity.eco, with a copy of the payment receipt for the bundle.

The refund will only be made if the user has purchased more than one bundle by mistake, and only the additional bundles, having the user to assume the first bundle purchased.

The first step is to make the purchase from the “Buy saving packs” section of the Zity App.

Select the bundle that best suits you and the number of bundles you want to buy. Once the purchase is validated, the balance will be immediately loaded into your Wallet and will be automatically discounted on the following rentals you make.

As soon as you reach a billing threshold corresponding to the price of a flat rate, this flat rate will be automatically applied and the remaining minutes up to its hourly limit will be free. You can learn more by reading our pricing policy or our blog post.

If you find an item that does not belong to you in one of our vehicles, please contact us through the Zity app, click on the icon and select Customer Service to notify it. We will take care of finding the owner.

The Zity app is available for FREE on iOS (version 12 or later) and Android (version 5.0 or later), on Apple Store and Google Play respectively. An active Internet connection is required to start and end a rental.

Official operating system distributions on Android and iOS are supported, however third-party variants on these platforms are not supported.

We are available 24 hours a day, 7 days a week, 365 days a year, to support you on all your journeys.

Breathe, it’s much simpler than renting a flat in Lyon:

• Open the Zity app.
• Select the vehicle that suits you best on the map.
• Click on “Book” (or “Unlock” if you’re already in front of the car).
• Then click on “Unlock”. The vehicle will open automatically.
• Once inside, hold the brake down, make sure you’re on the N position and turn the key all the way.

Enjoy your Zity!

Log out and close the Zity app. Make sure you have your phone’s bluetooth and location enabled, open the app, log back in and try again. If the problem persists, please contact us through the Zity app, click on the icon and select Customer Service.

Simply book and unlock the vehicle from your Zity app and once inside:

• Hold the brake down
• Make sure you’re on the N position
• Turn the key all the way (the key is already interted)</li

When you start the vehicle, you will see the word “OK” on the dashboard.

You can drive your Zity wherever you want, always respecting the highway code and our General Conditions of Use (GCU). You can leave the Zity service area, provided you return and complete your journey within it.

Pay attention to the battery level!

If the vehicle is already damaged before the start of the rental, please report it immediately on the Zity app. To do so, click on “Damage report” before you start driving the vehicle. You can also send us photos of the damage at bonjourlyon@zity.eco or contact us through the Zity app, click on the icon and select Customer service.

Our vehicles can only be driven by the user who rented the vehicle for the trip. Allowing third parties to drive the vehicle would constitute a violation of the Rental Terms & Conditions (RTC) and could lead to a financial penalty.

You can check the vehicle’s battery range directly from the Zity app or on the vehicle’s dashboard. Please note that this value is only an estimate and depends largely on the type of driving performed. Our vehicles have a real autonomy close to 230km (305km in urban cycle), with a 100% recharging percentage and under optimal driving conditions.

The Stand By mode allows you to pause the rental of your Zity anywhere (except in covered and underground parking garages), inside or outside the Zity service area, keeping the vehicle reserved in your name. Stand By is offered at a reduced price (see Pricing Policy).

To switch to/off Stand By mode, press the “Standby” button in the Zity app during your rental and choose either “Activate standby” to activate it, or “Continue” to deactivate it. When you lock the vehicle, the system automatically switches from driving rates to Stand By rates and vice versa.

Vehicles must be returned with a minimum battery range of 10km. Ending a rental with a battery range of less than 10km may result in financial penalties.
The battery range is visible at all times on the vehicle’s dashboard.

All users have the duty to leave the vehicle with a battery range of at least 10km. If this level is reached, you must park the vehicle safely in accordance with parking regulations and end your trip. Otherwise, a “low battery” surcharge may be applied, as specified in the RTC.

To make your life easier, we take care of recharging the vehicles, Zityzens are not allowed to do it. If you want to rent a Zity for several days and drive beyond the vehicle’s autonomy, you will have to return the first car in the service area (with at least 10km of range) and rent a new one.

However, with the filters on the right side of the app, you can choose the most charged Zitys around you: let’Z go!

You can park for free at any public parking spaces (free or chargeable) in our Zity service area, apart from private car parks or underground parking garages (even in Stand by mode), as well as spaces reserved for electrical vehicles and market areas. In compliance with the Highway code, you can’t end your rental in loading and unloading areas, spaces reserved for people with disabilities, those reserved for authorities or located in constructions areas.

• Hold the brake down
• Turn the driving knob on the N position
• Turn the key all the way, then pull the handbrake

Make sure the lights are switched off and all doors and windows are closed. Once you are out of the vehicle, open the Zity app and press “Finalize”. Wait a few seconds and the vehicle will close: your trip is officially over.

Please make sure that the vehicle is turned off and that all doors and windows are properly closed. If you are still unable to end your rental, please contact us through the Zity app, click on the icon and select Customer service. Our Customer Care team will give you the necessary instructions.

Unfortunately, external factors (e.g. inhibitors) may occasionally reduce the communication ability of our vehicles.

Always remember to have enough battery in your phone before starting a rental. If, despite this, your phone runs out of battery and you cannot end the trip via the Zity app, try to contact us by calling +33 159 200 480 from some other phone, so that our agents can help you end the trip.

Assisting the injured, if any, and securing the site are the first priorities in the event of a traffic accident. If necessary, notify the emergency services calling 112.
If possible, park the vehicle or move it to the side of the road to a safe place and contact us through the Zity app, click on the icon and select Customer service. If the vehicle is blocked in the middle of the street, put on the reflective vest that you will find in the glove compartment, and safely place the emergency triangles that you will find in the trunk. Then, please contact us through the Zity app, click on the icon and select Customer service.

Yes, you can plug your smartphone cable in the car’s USB port.

The service is charged per minute. The price per minute and the maximum package per day are indicated in our pricing policy. The rental time charged starts when you open the vehicle and ends when you end the trip via the Zity app. All prices include VAT.

For safety reasons and out of respect for other Zity users, smoking is not permitted.

If a customer or our staff report traces of cigarettes in the vehicle, a cleaning fee will be charged to the customer responsible. Our extra fees are listed here.

Yes, as long as you follow the Highway Code. However, remember that the next person using the vehicle expects to find it clean, so you have an obligation to return it in the best possible condition.

If there are traces of dirt inside the vehicle, you will be charged for the cleaning service. For information on cleaning costs, click here. Please take care of your Zity.

We are sorry that we did not provide you the service you expected. Please let us know the reason for your dissatisfaction so that we can improve our service. Contact our customer service by email at bonjourlyon@zity.eco.

We strongly advise you to rent a vehicle for a maximum of 72 hours; beyond that time, flat fares no longer exist, and the per-minute rate applies back. In addition, keep in mind that you must return the vehicle with an autonomy of at least 10km in the service area.

The vehicles are equipped with the following:

• Airbags
• Automatic gears
• Apple Car Play, Android Auto
• Air conditioning
• Rear view camera
• Proximity sensor
• ESP and ABS
• Radio and Multimedia
• Speed limiter and cruise control

There are several ways to optimize the autonomy of electric vehicles:

• Drive calmly without sudden acceleration and respect the speed limits
• Anticipate braking: our cars are equipped with a battery regeneration system that transforms the car’s kinetic energy into additional battery.
• Use the air conditioning or heater in moderation.