FAQs

Account

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 on +33 9 88 29 06 60.

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 his/her account.
Why should you never offer your account to somebody else?

Your account will be validated within 24 to 48 hours. If it takes longer, there may be a problem with the documents provided; you can then contact us at +33 9 88 29 06 60 (toll free) or by email at bonjourlyon@zity.eco.

You must request the account deletion form at bonjourlyon@zity.eco and return it completed with a copy of your ID. The Customer service will acknowledge your request within 30 days

Billing

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.

Billing 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 by accessing the “Payment methods” section, in your e-wallet. If your account has been blocked, you can contact our customer service by email at facturationlyon@zity.eco or by calling +33 9 88 29 06 60 to resolve the problem.

Booking

Oops…It can happen that you submit a booking at the same time as another customer is trying to book the same vehicle. If this happens, you can book another vehicle. If the problem persists, please contact us at +33 9 88 29 06 60.

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. To find out more, read our blog article on how to book or rent a Zity.

Check that you are at the address on the Zity app. If it is correct, contact us on +33 9 88 29 06 60.

Try again. If the problem persists, contact us on +33 9 88 29 06 60.

Bundles & Flat fares

Once the code has been entered in the Zity app, it will not be sent again. If you enter the code in the app and you find 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 one of our Zity bundles. The date indicated on the website will be the only valid date. No refund will be made for expiry date reasons. For more information, click here.

Send an email to bonjourlyon@zity.eco, with a copy of the PayPal payment receipt, as well as the code received after your purchase.
If you have purchased more than one bundle, by mistake, then the extra bundles will be refunded. For more information, click here.

It’s simple:

  • Buy a bundle on our website, by PayPal or credit card.
  • You will receive a 10-character code to enter in the app, section “My e-wallet > Add a promo code”.
  • Once you have entered it, each minute of rental will be deducted from your balance.

For more information, click here.

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.

Contact

By phone at 09 88 29 06 60 (+33988290660 from a foreign phone)

We are always ready to help you, 24 hours a day, 7 days a week.

Or by e-mail:

Insurance

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

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 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. For more information, click here.

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.

Registration

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. More information about setting up your Zity account, here.

At Zity, registration is FREE. Just register to start enjoying our great service. For more information, click on this nice link.

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.

It is used to check that you still look as great as ever…but above all to check that the registered user is the same as the owner of the driver’s license scanned on the Zity app.

Please contact us at +33 9 88 29 06 60.

Zity it couldn’t be simpler:

  • Download the Zity app free of charge from the Play Store or the Apple Store.
  • Upload a photo of your driver’s license and identity card.
  • Upload a selfie.
  • Your account will be verified and activated within 24-48 hours.

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.

Simply select the extension corresponding to your country from the drop-down menu, then enter your number without the 0.

For example, for a French number: +33 654628391 or for an American number: +1 2025886500.

Using the service

The Zity app is available FREE for iOS (version 12 or later) and Android (version 5.0 or later) on the Apple Store and Google Play. 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. Incompatibilities with Android customization layers: MIUI 8 (Xiaomi customization layer).

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 city map.
  • Click on “Book” (or “Rent” if you’re already near the car).
  • Once next to the vehicle, click on “Unlock. The vehicle will open automatically.
  • Once inside, hold the brake down, make sure you’re on the N position, turn the key all the way.

Enjoy your Zity!

Log out and close the Zity app. Log back in and try again. If the problem is not resolved, please contact us on +33 9 88 29 06 60.

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)
  • When you start the vehicle, you will see the word “OK” on the dashboard.
    If you still have questions, here’s how to drive a Zity.

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, it would be silly to have to push the car to avoid being towed…

If the vehicle is already damaged before the start of the rental, please report the damage immediately on the Zity app. To do so, click on “Damage” before you start driving the vehicle, during the booking phase. You can also contact us by calling +33 9 88 29 06 60.

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, under optimal driving conditions.

The Stand By option 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 Zity’s rates and pricing policies).

To switch to/off Stand By mode, press the “Stand By” button in the Zity app during your rental and choose either “Activate Stand By” to activate the mode, or “Continue trip” to deactivate the mode. When you lock the vehicle, the system automatically switches from driving to Stand By and vice versa.
For more information on the Stand By rate, click here.

Vehicles must be returned with a minimum battery range of 10km. If you end a rental and the vehicle has a battery range of less than 10km, this 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 do not have 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 more than 10km of range) and rent a new one.

However, with the filters on the top right corner 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 “End Rental”. Wait a few seconds and the vehicle will lock itself: your trip is officially over. For more information, click here.

Please make sure that the engine is switched off and that all doors and windows are closed properly. If you are still unable to end your rental, please contact us at +33 9 88 29 06 60. Our customer service team will give you the necessary instructions and deal with the incident.

We are sorry for the inconvenience caused; unfortunately, external factors sometimes reduce the communication ability of our vehicle. How to end a Zity rental.

If possible, park the vehicle or move it to the side of the road in a safe place and call our customer service department on +33 9 88 29 06 60. If the vehicle is stuck in the middle of the road, put on the high visibility vest and take the emergency triangles from the trunk and position them safely. In this case, call our customer service at +33 9 88 29 06 60.
Please note that in this case you may be charged an additional management fee in accordance with our general terms and conditions.

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, please contact us by calling +33 9 88 29 06 60 so that our agents can help you end the trip.

Assisting the injured, where necessary, and securing the site are the first priorities in the event of a traffic accident. If necessary, notify the emergency services on 112.
If possible, move the vehicle to the side of the road to a safe place. If the vehicle is stuck in the middle of the road, put on the safety vest, which is kept in the glove compartment, and position the emergency triangles (stored in the trunk). Then, please contact our customer service on +33 9 88 29 06 60 as soon as possible.

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 client 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. Information on cleaning costs.

Please take care of your Zity.

We are sorry that we did not provide you with the service you expected. Please let us know the reason for your dissatisfaction so that we can improve our service. Contact our customer service directly by writing to bonjourlyon@zity.eco or by calling us on +33 9 88 29 06 60.

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.

Vehicle

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.

Refers to the isolated area or areas, independent from the main area, within which a rental can be finished and the vehicle released for use by other Zity Users. These areas will be highlighted on the map visible from the Zity APP. They are considered part of the Zity Service Area for all purposes.

Refers to the zone or zones that, belonging to the Zity Service Zone, may have an economic supplement due to their uniqueness condition or impact on the service. They are included as a Special Zone, all those located outside the Boulevard périphérique in Paris, the Islands of the Zity Service Area, the areas that affect the Airport Service, among others. The economic supplements associated with these Zones will always be defined in the Pricing Policy.

This refers to the Zity app that can be downloaded from the Apple Store and Google Play through which all the service, rentals, payments, etc. are managed

This refers to the buttons available in the ZITY APP once you have activated the STAND BY mode, which you can use to close and reopen the vehicle, as many times as you wish, while keeping the rental open in your name. It activates and deactivates the STAND BY service mode.

This refers to the service that allows you to pause the rental of your Zity anywhere, inside or outside the Zity Service Zone, keeping the vehicle reserved in your name. The time the vehicle is in STAND BY mode is billed at a reduced rate (see the Zity Pricing Policy). To activate/deactivate the STAND BY mode, press the “STAND BY” button on the Zity APP during your rental and choose between “Activate STAND BY” to activate the mode or “Continue Trip” to deactivate the mode. When you close the vehicle, the system will automatically change from the driving rate to the STAND-BY rate and vice versa.

Refers to the Terms and Conditions you accept at the time of registration on the Zity APP. These Terms and Conditions will be accessible both from the Zity APP and from the website www.zity.eco

Refers to the zone or zones within which a rental may be completed and the vehicle can be released for use by other Zity Users. These zones will be highlighted in green on the map which you can see on the Zity APP. Zity vehicles can also be used outside the Zity Service Zone and can even be parked in STAND BY mode, but you cannot complete the rental outside a Zity Service Zone.

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