FAQs

Account

Send your deletion request by email to bonjour@zity.eco and attach a copy of your ID. Our customer service will acknowledge your demand within 30 days.

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 at +33 9 88 29 06 60 (toll free) or by email at bonjour@zity.eco.

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?

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

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).

Billing

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 facturationparis@zity.eco or by calling +33 9 88 29 06 60 to resolve the problem.

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

Billing starts from the moment you unlock the vehicle from the Zity app.

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.

Booking

Restart your Zity app and try again. If the problem remains, please contact us at +33 9 88 29 06 60.

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

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.

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

Oops… You might have tried to book the same car as a fellow customer. In this case, you can reserve another vehicle. However, if the problem persists, please contact us at +33 9 88 29 06 60.

Bundles & Flat fares

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.

It’s really simple:

  • Buy a pack 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.

Send an email to bonjour@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.

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.

Contact

By phone at 09 88 29 06 60 (+33 9 88 29 06 60 from a foreign phone)

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

Or by e-mail:

Insurance

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.

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.

Zity vehicles are fully insured with an excess charge. Meaning that if the customer 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 cost of the insurance is included in the rental price.

The coverage includes:

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

Registration

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

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.

Zity it couldn’t be simpler:

  • Download the Zity app for free from the Play Store or the 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.

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 +33 9 88 29 06 60.

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

You need your valid ID and driver’s license, as well as a credit card. More information about setting up your Zity account, here.

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

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 license.

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

Using the service

To deactivate the ECO mode on highways, simply push hard on the accelerator pedal.

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. In addition, keep in mind that you must return the vehicle with an autonomy of at least 10 km in the service area.

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. Contact our customer service directly by writing to bonjour@zity.eco or by calling us at +33 9 88 29 06 60.

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, we will be obliged to charge you for the cleaning service. For information on cleaning costs, click here. Please take care of your Zity.

Yes, as long as you follow the Highway Code. Our fleet is equipped with an ISOFIX anchoring system, which allows you to easily secure your own car seat. Some of our Zitys include baby seats (group 1-2-3) that you can use without additional charge. To book them, look for the cars tagged with a baby icon on the map or select the “Baby seats” option in your settings.

For safety reasons and out of respect for other Zity users, smoking is not permitted. If a client or our service staff report traces of cigarettes in the vehicle, a cleaning fee will be charged to the client responsible. Our extra fees are listed here.

The service is charged per minute. The price per minute and the flat rates 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.

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

If you find a lost object in one of our vehicles, please notify our agents by phone at 09 88 29 06 60. They will track down 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 at +33 9 88 29 06 60 as soon as possible.

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 call us at +33 9 88 29 06 60 so that our agents can help you end the trip.

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 the safety vest on and set the emergency triangles at an appropriate distance before calling us.

Please note that in this case, additional fees can be charged to your account in accordance with our T&Cs.

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 at +34 91 150 11 18. Our customer service team will give you the necessary instructions and deal with the incident.

How to end the Zity rental.

If you’re using a Renault ZOE:

  • Position the driving stick on P
  • Pull the handbrake
  • Press the “START/STOP” button on the right side of the steering wheel.

If you’re using a Dacia Spring:

  • Hold the brake down,
  • Turn the driving knob on the N position,
  • Turn the key fully towards you, 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. For more information, click here.

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 or shared 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 and those in constructions areas.

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!

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 parking regulations and end your trip. Otherwise, a “low battery” surcharge may be applied, as specified in the RTC.

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

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 Zity’s rates and pricing policies).

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 to Stand By rates and vice versa.

For more information on the Stand By, click here.

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. Fully charged and under optimal driving conditions, our vehicles have an autonomy close to:

  • 300 km for the Renault ZOE
  • 230 km for the Dacia Spring (305 km in urban cycle)

Please note that the battery empties more rapidly on the freeway. We recommend that you always retain a safety reserve.

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.

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, during the booking phase. You can also send us photos of the damage at bonjour@zity.eco.

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!

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

For a Renault ZOE:

  • Hold the brake down
  • Set the driving stick on “P”
  • Press the “START/STOP” button on the right side of the steering wheel. When you start the vehicle, you will see the word “READY” on the dashboard.

For a Dacia 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.

If you still have questions, here’s how to drive a Zity.

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

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

  • 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 tap on “Unlock”. The vehicle will open automatically. Once inside:
    • a Renault ZOE: Press the “START/STOP” button
    • a Dacia Spring: Hold the brake down, make sure you’re on the N position and turn the key all the way
  • 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 available for FREE on iOS (version 12 or later) and Android (version 5.0 or later), respectively on Apple Store and Play Store. 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. Go check our blog post to learn everything about eco-driving and battery optimization.

The vehicles are equipped with the following:

  • Airbags
  • Automatic gears
  • Satellite navigation – GPS (on Renault ZOE only)
  • Apple Car Play, Android Auto (Dacia Spring only)
  • Air conditioning
  • Rear view camera
  • Proximity sensor
  • ESP and ABS
  • Radio and Multimedia
  • Speed limiter and cruise control
  • Children’s seats (group 1-2-3) in part of our fleet

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.