FAQ

Account

Please contact us on +34 91 150 11 18.

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

Log in to the Zity App with your email and password and go to the «My profile» section. There you can change your personal information at any time: address, credit card details, etc.

Airport service

You can end the trip in any other space on the same floor. We recommend that you contact our customer service by email at hola@zity.eco or by calling +34 91 150 11 18 to let us know.

The entry and exit barriers of the P2 and P4 car parks, for terminals T2 and T4, will open automatically for a Zity vehicle.

Yes, an additional charge will be added to the amount of your trip. For more details, see our Pricing Policy.

Yes, you can drive to the airport and end your rental at the T2 and T4 car parks. Use the Zity App to check the floors and units in these two terminals where you can park your Zity, in the spaces enabled for carsharing, marked with the “shared vehicle” logo.

If you are coming back from a trip and want to drive a Zity back to the city, you can also find Zity vehicles in these spaces.

If you are only going to pick up a friend or relative, remember that you can use the Stand By mode to keep your rental.

Billing

You can change/update your payment details at any time from the Zity App, in the «My cards» section of your profile. If your account has been blocked, you can contact our customer service by email at hola@zity.eco or by calling +34 91 150 11 18 to resolve the problem.

Zity accepts VISA, MASTERCARD and AMERICAN EXPRESS credit and debit cards.

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

The payment is charged at the end of the trip. 24 hours after the rental, you will receive an email with the simplified invoice. If you need to receive a full invoice, please write to us at facturacion@zity.eco.

Booking

Try again. If the problem persists, contact us on +34 91 150 11 18.

Check that you are at the same address indicated on the Zity App. If you are there and still can’t find it, please contact us on +34 91 150 11 18.

You can reserve the vehicle up to 20 minutes before you start driving.

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

It may happen that you are making a reservation at the same time as another user is trying to reserve the same vehicle. If this happens, you can reserve another vehicle. If the problem persists, please contact us at +34 91 150 11 18.

Bundles

Send an email to hola@zity.eco, with a copy of the payment receipt, as well as the code that we send by email once the purchase of the Bundle has been made.

The refund will only be made if the user has purchased more than one Zity Bundle by mistake, and only the additional Bundles, having the user to take charge of the first Zity Bundle purchased.

The first step is to purchase through the menu of the Zity App or on the website. You can purchase the Zity Bundle by credit card or with Paypal as a second option.

Few minutes after completing the purchase, you will receive a 10-digit alphanumeric code, which you will have to enter in the Zity App, in the «My promos» section of your profile. Once you have included it, the cost of the rental will be subtracted from your credit balance.

  • Once the code has been entered in the Zity App, it will not be refunded.
  • If you enter the code in the App and you find that you have purchased more than one Zity 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.

Contact

You can contact us through:

Phone service: +34 91 150 11 18 (landline 24h)

Customers: hola@zity.eco

Corporate customers: empresas@zity.eco

Complaints: reclamacion@zity.eco

Press: prensa@zity.eco

For questions about invoices: facturacion@zity.eco

You can also receive information through our WhatsApp chatbot: +34 620 53 14 04

Any time you have questions about your account or our service, simply contact us. Our staff is always ready to help you.

Insurance

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 reduction of the franchise for that rental. See our Pricing Policy for information on the surcharge.

In the event that the user is responsible for the damage, an excess will be charged (see Pricing Policy) provided that the user has complied with our T&C. If the Zity user has not respected these, 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&C are complied with.

Zity customers are fully insured. In the event that the customer is responsible for the damage, an excess will be charged. This amount reduces the total cost the customer would pay for the damage, provided the customer has complied with the T&C of the service.

Cover included:

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

Registration

It is a Zity balance bonus to reward those users who recommend Zity to their friends, acquaintances or family. Zity users can share their unique code with new users who were not previously registered in the service. When the new user completes the first rental, both users will be rewarded, both the recommender and the recommended.

Zity couldn’t be easier:

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

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!!!!

Please contact us by email at registration@zity.eco or by calling +34 91 150 11 18.

It is used to check that the registered user is the same as the owner of the driver’s license scanned on the Zity App.

These documents can be found on our website www.zity.eco and on the Zity App in the «About» section.

We accept all European driving licences. Valid driving licences issued outside the European Union and/or the European Economic Area will be accepted if accompanied by an international driving licence or an official translation of the national driving licence.

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

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

Using the service

Please make sure the vehicle is switched off and that all doors and windows are closed properly. If you are still unable to complete your rental, please contact us on +34 91 150 11 18, where our customer service team will give you the necessary instructions. Unfortunately, external factors (e.g. inhibitors) can occasionally reduce the communication ability of our vehicles.

Of course. You can write your complaint to reclamacion@zity.eco. In addition, there are complaint forms available to all customers at our offices at 42 Francisco Sancha Street Madrid.

The necessary documentation can be found in the glove compartment.

In Zity you pay per minute with a Dynamic rate (you can always check the price of the service in the App before booking a vehicle). You can also save with Bonus Cars (look for the yellow icons), hourly Flat rates that are automatically applied and Bundles that you can buy through the Zity App menu and on the website. In addition, if you have the Besty Card you can receive Zity balance with each purchase you make, whether or not in Zity. The service time starts counting when you open the vehicle and ends when you finish the trip in the App. All prices include the corresponding VAT. For more details, see our Pricing Policy.

It is important that you check to have enough battery in your mobile before using the service. For those cases where you think it might not be enough, some of the Zity vehicles have a USB port to charge if you carry your own charging cable and in others you can find charging cables.

Yes, as long as you obey the Driving Code and cleaning conditions. 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 is evidence of dirt inside the vehicle caused by your pet, we will be obliged to charge you with the cleaning service. See our Pricing Policy for information on cleaning costs.

Yes, as long as you obey the Driving Code. All our vehicles are equipped with an ISOFIX fastening system, which allows you to easily secure your baby seat. We also have vehicles which have a baby seat (group 1-2-3) that you can use at no extra cost. To rent these vehicles, look for the cars marked with a pacifier icon on the map.

Smoking is not allowed inside our vehicles. For safety reasons and out of respect for other Zity customers, smoking is prohibited. If another customer or member of our staff reports evidence that smoking has been done in the vehicle, a cleaning fee will be charged to the user responsible. See our Pricing Policy for additional charges information.

Due to Covid-19, the Zity airport service will remain inoperative until further notice.

If you want to go to the airport in a Zity vehicle, you can do so, but you must leave the vehicle in Stand By until you can pick it up again and pay the AENA parking cost.

If you find an object that does not belong to you in one of our vehicles, please leave it in the glove compartment or in the trunk depending on its size and contact us on +34 91 150 11 18 to notify it. We will take care of finding the owner.

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 +34 91 150 11 18 as soon as possible.

Remember to always have enough battery in your mobile before using the service. Some of the Zity vehicles have a USB port to charge if you carry your own charging cable and in others you can find charging cables, but, in any case, you must make sure you have enough battery in your mobile before using the service. If despite everything, you have run out of battery on your mobile and you can not finish the trip through the Zity App, try to contact us by calling +34 91 150 11 18 from some other phone, so we can help you finish the trip.

  • ZOE: move the driving stick to position P (for “Parking”), apply the handbrake and press the “START/STOP” button on the dashboard of the vehicle, to the right of the steering wheel.
  • Spring: hold the brake down, turn the driving knob on the N position, turn the key all the way and pull the handbrake.

Then, 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 the “Finalize” button. Wait a few seconds and the vehicle will close: your trip is officially over.

Don’t worry about recharging Zity vehicles; it is not the user’s responsibility to recharge them. Our jockeys work permanently to ensure that the cars are charged and available. Don’t forget to leave it with a battery range of at least 10 km.

If possible, park the vehicle or move it to the side of the road to a safe place and call our customer service department on +34 91 150 11 18. 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 +34 91 150 11 18. Please note that in this case you may be charged an additional management fee in accordance with our T&C.

All users must leave the vehicle with a battery range of at least 10 km. If this level is reached, you must park the vehicle safely in accordance with the parking regulations and end the trip. Otherwise, a «low battery» surcharge may be applied, as specified in the T&C. You can also bring your vehicle to one of our Zity car parks.

Vehicles must be returned with a minimum battery range of 10 km. If you end a trip and the vehicle has a battery range of less than 10 km, this may result in economic penalties for the user. The battery range of the vehicle is visible at all times on the vehicle’s dashboard.

The Stand By function allows you to pause the rental of your Zity anywhere, inside or outside the Zity service area, keeping the vehicle reserved in your name. The time the vehicle is in Stand By mode is billed at a reduced rate (see Pricing Policy).

To activate the Stand By mode, once parked and outside the vehicle, press the “Standby” button in the Zity App and select “Activate standby”. When you return, press the “Standby” button again and select “Continue”. The vehicle will open and you can continue driving normally.

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 on the vehicle. Our vehicles have a real autonomy of around 300 km for ZOE and 230 km for Spring, with a 100% recharging percentage, under optimal driving conditions.

You can drive your Zity wherever you want, always respecting the driving code and our Rental Terms & Conditions (T&C). You can leave the Zity service area, provided you return and complete your trip within it. Pay attention to the car battery level. With our vehicle you can also drive in the restricted areas «Areas of Residential Priority (ARP)» of the Madrid City Council. In addition, you are allowed to use the bus-VAO lane, even if only one person is travelling.

Our vehicles must only be rented and driven by the user registered in Zity, that is, the one that has submitted a valid driving licence. Allowing third parties to drive the vehicle constitutes a violation of the Rental Terms & Conditions (T&C) and could lead to an economic penalty.

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

  • ZOE: press the “START/STOP” button on the vehicle’s dashboard to the right of the steering wheel. When you start the vehicle, you will see the word “READY” on the vehicle’s dashboard.
  • Spring: hold the brake down, make sure you’re on the N position, turn the key all the way (the key is already inserted). When you start the vehicle, you will see the word “OK” on the dashboard.

Before starting the rental and during it, you can click “Damage report” in the Zity App and point out the place where you detect that the vehicle is damaged. If you prefer to write about it, you can do it in the open field that will appear on the evaluation screen at the end of the rental. If the damage does not allow you to drive the vehicle, call us at +34 91 150 11 18 so we can offer you a solution.

Log out and close the Zity App. Check on your phone and make sure the Bluetooth and Location settings are turned on. Log back in and try again. If the problem persists, please contact us on +34 91 150 11 18.

It’s very simple:

  • Open the Zity App.
  • Select the vehicle that suits you best on the city map.
  • Click on “Book” (or “Unlock” if you’re already near the car).
  • Once next to the vehicle, click on “Unlock”.
  • The vehicle will open automatically. Once inside, start the car.
  • Enjoy your Zity!

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

The Zity App is available for iOS (version 12 or higher) and Android (version 5 or higher) 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.

You can end your rental by parking the vehicle within our Zity service area, while always adhering to the Highway Code. The spaces in Madrid City Council’s Regulated Parking Service (Blue Zone and Green Zone) are free for our vehicles. You can also end your rental at any of our Zity car parks. However, you must not end your rental outside the authorised Zity zone, in private car parks, in spaces reserved for people with disabilities or any prohibited parking space (including places with limited timetables such as loading and unloading areas, special events or any other signposted situation).

Vehicle

Our vehicles are equipped with the following:

  • Airbags
  • Automatic gears
  • Satellite navigation (GPS) (in ZOE)
  • Connectivity with Android Auto and Apple Carplay (in Spring)
  • Air conditioning
  • Rear view camera
  • Proximity sensor
  • ESP and ABS
  • Radio and Multimedia
  • Speed limiter
  • Cruise control (in ZOE)
  • Mobile phone charger or USB port
  • Children’s seats (group 1-2-3) in part of our fleet

Refers to car parks that ZITY has throughout the city, where you can leave the vehicle parked and complete your rental. Their location can be found on our website

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.

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 M-40 in Madrid, 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.

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.