FAQs

Assurances

In the event that the customer is responsible for the damage, an excess of up to 600 euros will be charged provided that the user has complied with our GTC/RTC. If the ZITY user has not respected these, the client 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 GTC/RTC 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 accident or damage and has complied with the GTC/RTC 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

Compte

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 on +33 9 88 29 06 60.

Log in to the ZITY app with your email and password and go to the “My Profile” section, options “My data” and/or “My cards”. There you can change your personal data at any time: address, credit card details, etc.

Contact

By phone: 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:

Facturation

You can change/update your payment details at any time by accessing “My Profile” section and “My cards” section, in the menu of our app. 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 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.

Inscription

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 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 +33 9 88 29 06 60.

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 licence scanned on the ZITY app.

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 licence.

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 card and driver’s license, as well as a credit card. More information about setting up your ZITY account.

Les Packs

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 “payments and promotions” section of the app.

–  Once you have entered it, each minute of rental will be deducted from your    pack.

 

For more information, click here.

Awesome news of the day: Packs can be accumulated with all our promo codes except Multitrip codes (€X or X% discount on X trips).

Send an email to bonjour@zity.eco, with a copy of the PayPal payment receipt, as well as the code that we send by email once the purchase of the pack has been made.
If you have purchased more than one pack, by mistake, then the extra packs will be refunded. For more information, click here.

Once the code has been entered in the ZITY app, it will not be re-sent to you. If you enter the code in the app and you find that you have purchased more than one pack by mistake, you have up to 7 days to request a refund for this 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 packs. 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.

Reservation

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

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

You can reserve the vehicle up to 15 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…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.

Utilisation du service

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 bonjour@zity.eco or by calling us on +33 9 88 29 06 60.

Yes, as long as you obey 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. Information on cleaning costs. Please take care of your ZITY.

Yes, as long as you obey the Highway 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 book these vehicles, look for the cars marked with a lollipop icon on the map.

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.

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

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 charge policy. Our extra charge policy.

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.

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.

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.

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 vehicle. How to end the ZITY 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. 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 UNDERGROUND PARKING GARAGES, as well as market areas and private car parks (even in Stand by mode). 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.

Don’t worry about recharging ZITY vehicles; it is not ZITYzens’ responsibility to charge 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 +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.

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 RTC.

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 financial 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 policies).
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.
For more information on the Stand By rate, 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 done by the vehicle. Our vehicles have a real autonomy of around 300 km with a 100% recharging percentage, under optimal driving conditions.

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.

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 a Renault ZOE to avoid being towed…

AYou do not require a key to use a ZITY. Simply book 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.

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.

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.

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

–  Open the ZITY app.

–  Select the vehicle that suits you best on the city map.

–  Click on “Book this car”.

–  Once next to the vehicle, select “Open and start journey” and then 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 available FREE 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).

Vehicule

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
  • Children’s seats (group 1-2-3) in part of our fleet

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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