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 “Settings” section. There you can change your personal information at any time: address, credit card details, etc.

Airport service

Users must comply with the rules established by ZITY for the completion of the rental at the airport. In the event of non-compliance, the penalties set out in the Terms and Conditions and the Pricing Policy will be applied.

Yes. Starting your rental at the airport car parks has an additional charge set out in the Pricing Policy.

Yes. The parking areas where you should look for ZITYs are the following (THERE ARE NO PARKING SPACES DESIGNATED EXCLUSIVELY FOR ZITY):

a. Parking Terminal 1 – P1 in Surface Parking (NOT Express Parking)

b. Parking Terminal 4 – P4 in Module D – Floor 4

In the case of P1 there is no other option but to park there. In the case of P4, if you cannot find a parking space on the 4th floor of module D, try to park on any of the other floors of module D or, failing that, on module E. In this case, it is MANDATORY to call the ZITY 24-hour Customer Services’ Department on +34 91 150 11 18 within 15 minutes of the end of the rental period and tell us the ZITY registration number and which module, floor and parking space you have parked on.

Yes. Completing your rental at the airport car parks has an additional charge set out in the Pricing Policy.

First check that you are entering the designated ViaT lane. If that is the case, and if the problem occurs at the entrance, pick up a ticket from the entry machine to open the barrier and leave it in the slot provided in the green box on the top left-hand side of the windscreen.

If the problem is at the exit, and if there is a ticket in the holder inside the ZITY, use it to exit the car park by inserting it in the exit barrier machine.

If these instructions do not solve the problem, please call the intercom on the machine at both the entry and exit barriers and follow their instructions.

The parking areas allowed at the airport will be as follows (THERE ARE NO PARKING SPACES DESIGNATED EXCLUSIVELY FOR ZITY):

  1. P1 Parking in Terminal 1 – Surface Parking (NOT Parking Express)
  2. Parking Terminal 4 – P4 in Module D – Floor 4

It is necessary that you enter the car parks through the lane indicated with ViaT payment service.

[Update 27/05/20: Due to Covid-19, airport service will stay inoperative indefinitely.] Yes. You can park in the AENA car parks at Barajas Adolfo Suarez Airport, as long as you follow the instructions below.

Billing

You can change/update your payment details at any time by accessing the “Payments and promotions” section in the menu of our app. If your account has been blocked, you can contact our customer service by email at hola@zitycar.es or by calling +34 91 150 11 18 to resolve the problem.

ZITY accepts VISA, MASTERCARD and AMERCAN EXPRESS credit and debit cards. Prepaid cards are not yet accepted.

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

You will receive an email at the end of each trip with a summary of the service information and the cost that will be charged to the payment card. You will be billed within 48 hours.

Bundles

The first step is to purchase through the web. You can purchase the ZITY Bundle with PayPal or by credit card 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 “payments and promotions” section of the App. Once you have included it, each minute of rental will be subtracted from your credit balance

* The ZITY Bundles are cumulative to all our promotional codes with the exception of the Multitrip codes (€ X discount on X trips or X% discount on X trips).

Send an email to promo@zitycar.es, with a copy of the PayPal 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.

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@zitycar.es

Corporate customers: empresas@zitycar.es

Complaints: reclamacion@zitycar.es

Promotions: promo@zitycar.es

Press: prensa@zitycar.es

For questions about invoices write to facturacion@zitycar.es

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

Insurance

In the event that the user is responsible for the damage, an excess of up to 600 euros will be charged 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. For more information, click here.

ZITY vehicles are fully insured with an excess charge. Meaning that if the user is responsible for the accident or damage and has complied with the T&C of the service, ZITY will invoice him/her for the amount of the excess up to a maximum of 600 euros. The cost of the insurance is included in the rental price.

The cover included:

– Defence and legal assistance

– Travel Assistance

– Accident Assistance

– Window and windscreen damage

Registration

ZITY couldn’t be easier:

 

– 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.

 

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 at +34 91 150 11 18.

It is used to check that the registered user is the same as the owner of the driver’s licence 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 license to drive in the European Union and/or the European Economic Area or in Switzerland.

At ZITY, registration is FREE. Just register to start enjoying our great service

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

Reservation

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

Check that you are at the address on the ZITY app. If it is correct, contact us on +34 91 150 11 18.

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

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

It can happen that you submit 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.

Using the service

Please make sure that 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 and deal with the incident.

We are sorry for the inconvenience caused; unfortunately, external factors sometimes reduce the communication ability of our vehicles.

First of all, we apologise for not providing you with the service you expected. Please let us know the reason for your dissatisfaction so we can improve our service. Contact our customer services directly by writing to hola@zitycar.es or by calling us on +34 91 150 11 18. Complaint forms are available to all users at our offices in C/ Francisco Sancha, 42 Madrid.

The necessary documentation can be found in the glove compartment.

The service is charged per minute. The price per minute and the maximum package per day are indicated in our pricing policy (available at www.zity.eco). Likewise, the maximum daily rate is 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.

Please see ZITY’s Pricing Policy on our website. All prices include VAT.

Yes, all our vehicles are equipped with a charger where you can charge your mobile phone.

Yes, as long as you obey the Driving 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, we will be obliged to charge you for the cleaning service. Information on cleaning costs at www.zity.eco

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 ZITYs 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 lollipop icon on the map.

For safety reasons and out of respect for other ZITY users, smoking is not permitted. If a user or our service staff report traces of cigarettes in the vehicle, a cleaning fee will be charged to the user responsible. Visit our Pricing Policy for additional charges information.

Yes. You can use car parks P1 and P4, Module D, 4th Floor, to park your ZITY. Watch the battery level. This service has an additional charge referred to in the Pricing Policy. When you get off the plane, you can go to these car parks to find a ZITY with which to go into the city, which has no additional charge. If you just want to pick up a friend or family member, remember that for this type of use you can use the STAND BY mode so you don’t have to lose your rental.

All ZITY vehicles have a bag in the boot specifically for lost and found items left behind in the vehicle by previous users. If you find an object that does not belong to you in one of our vehicles, please leave it in the bag. Our customer service will take care of finding the owner. Our customer services will take care of finding the owner or, in case nobody claims ownership of these objects, they will be donated to local social action institutions.

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.

All our vehicles are equipped with a charger where you can charge your mobile phone. If, despite this, your phone runs out of battery and you cannot end the trip via the ZITY app, please contact us by calling +34 91 150 11 18 so that our agents can help you end the rental.

Move the ZITY lever 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. 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 “End Rental” button then press “Lock and End Rental”. Wait a few seconds and the vehicle will close: your trip is officially over

Don’t worry about recharging ZITY vehicles; it is not ZITYzens’ 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 in 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 Pricing Policy.

All users have the duty to 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 journey. 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 journey 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 left hand side of 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. Stand By is offered at a reduced price (see ZITY’s rates and Pricing Policy).

To activate/deactivate the Stand By mode, press the “Stand By” button on 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.

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 driving behaviour done. Our vehicles have a real autonomy of around 300 km 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 journey within it.

Pay attention to the 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, they can use the bus-VAO lane, even if only one person is travelling.

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 (T&C) and could lead to an economic penalty.

You do not require a key to use a ZITY. Simply reserve and unlock the vehicle from your ZITY app and once inside, 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. If you still have questions, here’s how to drive a ZITY.

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 reservation phase. You can also contact us by calling +34 91 150 11 18.

Log out and close the ZITY app. Log back in and try again. If the problem is not resolved, 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 “Reserve”.

–  Once next to the vehicle, click on “Open and start”.

–  The vehicle will open automatically. Once inside, press the “START/STOP” button on 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 journeys.

The ZITY app is FREE available for iOS (version 10 or higher) and Android (version 4.4 or above) 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 customisation layers: MIUI 8 (Xiaomi customisation layer).

You can end your rental at any public and free parking space accessible to everyone in our ZITY service area, while always adhering to the Highway Code. Please note that the spaces in Madrid City Council’s Regulated Parking Service (Blue Zone and Green Zone) are free for our vehicles. You can also complete your rental at any of our ZITY car parks. The journey may not be ended 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 for example).

Vehicle

The vehicles are equipped with the following:

  • Airbags
  • Automatic gears
  • Satellite navigation (GPS)
  • Air conditioning
  • Rear view camera
  • Proximity sensor
  • ESP and ABS
  • Radio and Multimedia
  • Speed limiter and cruise control
  • Mobile phone charger
  • 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.

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