FAQ

Account

Please contact us on +39 02 9445 8181.

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, click on the account icon, then select the icon with your initials.

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

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 ciao@zity.eco or by calling +39 02 9445 8181 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 courtesy copy of the invoice. The Electronic Invoice will be automatically sent to your Cassetto Fiscale on the Agenzia delle Entrate website.

Booking

Try again. If the problem persists, contact us on +39 02 9445 8181.

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 +39 02 9445 8181.

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 +39 02 9445 8181.

Contact

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

You can contact us through:

  • phone service: +39 02 9445 8181 (Milan local calling area cost, fees are defined by your phone provider), we are always ready to help you, 24 hours a day, 7 days a week;
  • email: ciao@zity.eco

Insurance

It is a service that allows the user to reduce the amount of the liability excess. Should the user accept this service by paying a surcharge over the rental price, the amount of the excess he/she would have to pay in case of an accident or damage for which he/she is responsible, will be lowered vs the standard excess.

The acceptance of the service is very simple: before opening the vehicle on the Zity App we will ask if you want to include the reduction of the insurance excess for that rental. See our Pricing Policy for information on the surcharge cost of this service.

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 Zity T&C. If the Zity user has not respected those T&C, he/she will have to pay the total cost of 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. The detailed coverage of the insurance is included in T&C.

Zity customers are insured in accordance with Italian legislation and Milano City Council requirements for car-sharing services. The detailed coverage of the insurance is included in Zity Milano T&C document. Should the customer be responsible for any damage (own or third parties’ vehicles or personal), Zity will charge him an excess (see Pricing Policy). This excess is the maximum amount the customer would have to pay for any damage, provided the customer has complied with the T&C of the service.

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 ciao@zity.eco or by calling +39 02 9445 8181.

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. You must also have held the driving license for at least one year.

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

Saving Paks

  • 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 Saving Pack by mistake, you have up to 7 days to request a refund for this Saving Pack 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 Saving Packs. The date indicated on the website will be the only valid date.
  • No refund will be made for expiry date reasons.

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

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

The first step is to purchase through the menu of the Zity App or on the website. You can purchase the Zity Saving Pack 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.

Using the service

Of course. You can write your complaint to ciao@zity.eco.

The necessary documentation can be found in the glove compartment.

In Zity you pay per minute. You can save with Bonus Cars (look for the yellow icons), hourly Flat rates that are automatically applied and Saving Packs that you can buy through the Zity App menu and on the website.
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, Zity vehicles have Android and iPhone 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.

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.

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 +39 02 9445 8181 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 +39 02 9445 8181 as soon as possible. It is necessary to fill in and sign the CID form that you will find in the glove compartment.

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 cannot finish the trip through the Zity App, try to contact us by calling +39 02 9445 8181 from some other phone, so we can help you finish the trip.

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 +39 02 9445 8181, 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.

  • Hold the brake down,
  • turn the driving knob on the N position,
  • turn the key all the way,
  • 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.

You can end your rental by parking the vehicle within our Zity service area, always respecting the Road Rules and Safety (Codice della Strada). Zity cars’ can park for free in the white, yellow and blue lines.

However, you must not end your rental outside the authorized 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).

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 +39 02 9445 8181. 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 +39 02 9445 8181. 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.

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, 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. It is not possible to leave Italy. Pay attention to the car battery level. Zity cars can enter freely in Milan’s ZTL Area B and Area C and park for free in the white, yellow and blue lines.

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:

  • 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 +39 02 9445 8181 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 +39 02 9445 8181.

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.

Vehicle

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.

Our vehicles are equipped with the following:

  • Airbags
  • Automatic gears
  • Connectivity with Android Auto and Apple Carplay (in Spring)
  • Air conditioning
  • Rear view camera
  • Proximity sensor
  • ESP and ABS
  • Radio and Multimedia
  • Speed limiter
  • Mobile phone charger

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. These zones will be highlighted in yellow on the map which you can see on the Zity app. The economic supplements associated with these Zones will always be defined in the Pricing Policy.

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 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

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.

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