We are here to help you

FAQ for Drivers

Using the App

Going online

Can I bring someone with me while I'm online?

In the interest of safety and comfort for riders, friends and family of driver-partners may not ride in their vehicle during a trip. When online, please do not allow other passengers to ride in your vehicle.

Can I use other apps or receive personal calls while online?

If you go online but then switch to another app before accepting a rider's trip request, a pop-up notification may display every 3 minutes to remind you to go offline if you don't wish to receive requests. When you're on a trip, your app won't send these pop-ups.

Your ZimiZoom app continues to run when you're using other apps or the phone. GPS info is continually collected to ensure your trips are recorded for accurate fares.

Follow local regulations regarding phone use. Please be mindful that talking on the phone while driving can be distracting and dangerous. Some riders also find this rude and unsafe.

Receiving trip requests

Getting a trip request

When you're in your vehicle and ready to receive trip requests from nearby riders, turn toggle "ON" to go online.

A horizontal ‘ONLINE’ white bar at the top of your screen indicates your app is actively receiving trip requests. When you receive a trip request, a notification ‘NEW REQUEST’ will pop-up on your screen. To accept the trip, tap the link ‘Tap to accept’ within 15 seconds.

If you do not want to accept the trip request, tap the "X No, thank you" icon in the top left corner of the screen. Tapping the "x" button will send the ride request to a different driver. This can be useful if a request comes in while you're preparing to go offline.

If you accepted the trip request, once you arrive at the pickup location, tap the ‘ARRIVED’ button. Confirm the passenger’s identity and drive them to a dropoff location. Once you complete the trip, tap the ‘COMPLETE’ button.

Canceling a trip

If you confirm a trip request but are unable to meet the rider, you can use your app to cancel on your end:

1. Tap the arrow icon above the passenger’s name
2. Tap "CANCEL"
3. Select your cancellation reason and tap ‘Send’.

If you confirm a trip request but are unable to meet the rider, you can use your app to cancel on your end:

1. Tap the arrow icon above the passenger’s name
2. Tap "CANCEL"
3. Select your cancellation reason and tap ‘Send’.

Accepting long trips

You may occasionally receive a ride request with a destination that is farther from your current location than you wish to drive. You'll see "Long trip" with an estimated trip time at the bottom of your screen when one of these requests is sent to you.

If you receive a request that is longer than you're willing to drive, do not accept it. The request will automatically be sent to another nearby driver. If you accidentally accept the request, please cancel the trip.

Navigating to a rider

Picking up riders

A great pickup starts when you receive the ride request. Note the pickup location address and location of the rider's icon on the map. This icon is typically the best indicator of where the rider will actually be.

Riders are notified by their app when your vehicle is about one minute away from the pickup location. If you cannot locate each other immediately after you arrive, use your app to call or send a text SMS to let the rider know you're at the pickup location.

Try to approach the pickup location on the same side of the street as the rider's icon. Traffic can make it dangerous for riders to cross the street to meet you. If you're unable to approach the pickup location on the right side of the street, you can contact the rider to confirm. Always follow the rules of the road. Avoid violating traffic laws.

Start the trip only after the rider is safely seated in your vehicle. ZimiZoom advises riders not to request a ride until they're ready. Depending on your city, you may cancel the trip and politely inform the rider if you choose, if the rider is not in your vehicle 2-5 minutes after arriving at the pickup location. Riders may be charged a cancellation fee. This is paid to you.

It's good practice to ask your rider's name to ensure the right person who requested pickup is in your vehicle. Confirm the destination, ask the rider about a preferred route, and then start driving.

Navigation tools

ZimiZoom app uses Google Maps and in order for you to use navigation, you need to have ‘Google Maps’ app in your smart phone.

Once you accept a ride request, you will be able to see a pickup location on your screen with an option to use navigation to help you reach this location.

1. Tap ‘Navigate’ located at the bottom of the map on your screen.
2. Select ‘Google Map’.
3. Tap to allow ZimiZoom to use other apps in your phone.

Rider Location Sharing

To make pickups easier, riders can share their exact GPS location through your in-app navigation. This allows you to see both the pickup point they entered in the app and their actual physical location.

WHERE SHOULD I NAVIGATE?

You should navigate to the pickup point shown in the app. If you have difficulty locating the rider when you arrive, contact them to find the best meet up point.

From pickup to dropoff

Ending a trip

A trip ends when you arrive at a rider's last stop. When your vehicle comes to a complete stop, tap "COMPLETE". The app will show you the trip number, cost and an option to view trip details which include date and time of the trip, pickup and dropoff location, the cost and payment method and a receipt for the trip.

Stop or park as close as possible to the final destination address.

While many riders will input an exact destination address into the app, it's good practice to confirm with riders where they'd like to exit your vehicle.

If a road closure or any other barrier makes it difficult to reach the rider's destination, discuss options for stopping nearby.

Keep an eye out for traffic and other road hazards you can help riders avoid. Many riders appreciate it when you open their door and assist with luggage in the trunk.

Once the passenger made the payment and left your vehicle, tap ‘DONE’.

In case of an accident

We are committed to the safety of everyone using ZimiZoom. If you have been involved in an accident, please follow these steps:

1. Check that all parties involved are safe.
2. Notify police and paramedics if necessary.
3. Tap the red SOS icon to notify your emergency contacts if necessary.

Account and Payment

I am unable to go online

If you are unable to go online, a few account issues may be stopping you:

- Your documents have expired
- You are driving outside the service area of your sign-up city
- You recently uploaded new documents and they are pending review
- You have not downloaded the newest version of the ZimiZoom Driver app
- Your account is on hold due to a reported accident or incident
- Your location settings may be turned off, or you may be experiencing a network issue.

GET THE NEWEST APP

Simply click on the ‘Google Play’ or the ‘App Store’ icon located on the ‘DRIVE’ page to download the latest version of ZimiZoom Driver app.

NETWORK ERROR TROUBLESHOOTING

If your app displays a network error message, try the following:

1. Turn Wi-Fi OFF
2. Turn Airplane Mode OFF
3. Turn Mobile Data ON

If these steps don't solve the issue, try restarting your phone by pressing and holding the power button and selecting Power Off or Restart.

Subscription plans

ZimiZoom offers three subscription plans to drivers and in order to start receiving any requests for rides, they first need to select and set up one of those plans.

THE BASIC SUBSCRIPTION PACKAGE

Drivers who opt for a basic package pay a fee for using ZimiZoom platform, taken from each trip’s cost. The ZimiZoom fee varies from country to country and city to city.

When riders pay using their Credit/Debit Cards, a fee is automatically deducted from the amount and the remaining balance immediately transferred to drivers’ Wallet. Drivers can withdraw this money on a weekly basis. When riders pay with cash, drivers keep the entire amount and the fee for those trips is taken off a driver’s Wallet. In order to start receiving trip requests, drivers who opt for a basic package need to have a minimum amount (varies by countries and cities) uploaded onto their Wallet. As soon as their Wallet drops off to the minimum balance, they need to upload more from their Credit Card (in case there were no Credit Card payments made by riders in the meantime).

To upload money to your ZimiZoom Wallet, tap ‘Wallet’ of the menu, tap ‘AD MONEY’, chose the amount you wish to upload and tap ‘SUBMIT REQUEST’.

100% Pro SUBSCRIPTION PACKAGE

The 100% Pro Package offers drivers to pay a fixed amount to ZimiZoom for using their service and keep 100% of the passengers' payments for a certain number of trips (it is indicated by their App) for a 30-day period. Once they have completed all of the trips provided by this Package, or when a 30-day period expires, they can renew the same package or choose another one. If they don’t opt for any of the Packages, they will be automatically downgraded to the Basic Subscription Package.

Getting paid

Daily, weekly and monthly payouts

ZimiZoom drivers are paid out on a daily (cash) and weekly and monthly basis via Payoneer.

Visit the ‘Log In’ tab, create an account and fill out the Payoneer form in order to receive a Payoneer Card.

DAILY PAYOUTS

Since ZimiZoom allows cash as a payment option, drivers keep the cash they collect from riders as their earnings on a daily basis. For drivers who subscribe to the ‘Basic Subscription Plan’, ZimiZoom’s fee is deducted from driver’s Wallet after each cash paid trip.

WEEKLY PAYOUTS

For the trips paid with Credit/Debit Cards or via ZimiZoom Wallet, drivers get paid every week for what they have earned within the previous week. The amount available for withdrawal is always visible in drivers’ Wallet and on the payout day, the amount they have requested to withdraw is transferred to their Payoneer Card.

MONTHLY PAYOUTS

ZimiZoom rewards drivers with additional bonuses within our referral program. Drivers can share the Driver’s App with contacts they believe would be good candidates for using ZimiZoom platform as drivers. Once a new, referred driver is accepted and furthermore performs their driving activities through ZimiZoom, a percentage of all of their passengers’ payments is rewarded to a referrer’s Wallet on a monthly basis. There are additional conditions both referrer and referee need to meet in order for a referrer to receive their reward including being online for a certain period each day, completing a certain number of rides without rejecting any ride, reaching a certain financial turnover each week, etc. The percentage as well as additional conditions vary from country to country and city to city.

Insurance

As a driver, you are required to maintain mandatory contractual vehicle insurance.

We also recommend drivers to have motor hull insurance, in case of an accident.

Taxes

Do I need to pay any taxes?

You will collect cash and receive money to your Payoneer Card for providing a driving service to your passengers. ZimiZoom platform is a software that helps you connect with those passengers and is not the company you work for or provide any services for.

Therefore, any taxes on income you earn with or without the help of ZimiZoom are regulated by Income Tax Act of your country of residence and are your personal responsibility.

Fares

Where can I see my trip earnings?

You can track your earnings by week, day, or trip in your Driver app by tapping the menu and then the ‘Earnings’ icon at the top.

Your total earnings for the current day will be displayed at the top. You can view the breakdown further below including the total number of trips, hours you have been online, how much you have collected in cash and any additional fees or discounts you may have had.

If you tap ‘WEEKLY’ at the top of the screen, you will see your total earnings for that week, the graph presenting each day’s performance, as well as all the other information from the breakdown as in your daily earnings page.

Do trip fares include a tip?

The trip fare does not include a tip. However, riders are free to tip, if they so wish.

In-app tipping is not available. Any cash gratuity offered by a rider is voluntary. If a rider wishes to tip you, please feel free to accept.

How is my payment calculated?

Your weekly and monthly payment statements note the total payment sent by direct deposit to your Payoneer Card and are available in your app and are sent to you via e-mail.

Your total payment is calculated by adding all:
- trip fares (including surge pricing)
- incentives
- referral rewards
- tolls

And subtracting any:
- ZimiZoom fees

What is the ZimiZoom fee?

The ZimiZoom fee is the price drivers pay to ZimiZoom for using our service of connecting them with riders.

The ZimiZoom Fee helps cover costs including technology, development of app features, marketing, and payment processing for driver-partners.

Referral Program

Referring drivers

As a driver, you can invite your contacts to become drivers by sharing your unique ZimiZoom Driver Referral Code. After your contact completes the application and after they have been approved to use ZimiZoom as drivers, you will earn a percentage of their entire turnover, paid out to you on a monthly basis. This percentage varies by country and city and is presented to drivers in their ZimiZoom Driver app.

Additionally, in order for you to earn from a Driver Referral Program, both you and your referees must meet certain conditions including being online for a certain period each day, completing a certain number of rides without rejecting any ride, reaching a certain financial turnover each week, etc. Those conditions are all presented in each driver’s app.

To find your referral Code and share the ZimiZoom Driver app, select ‘Refer & Earn’ of the menu and then tap ‘INVITE FRIENDS’. Your contacts will need to enter your Referral Code when creating their ZimiZoom account.

Please note that you should share the ZimiZoom Driver app only with those contacts who you believe are good candidates for drivers and who already expressed a desire to become one.

Siging Up

Understanding ZimiZoom

What is ZimiZoom?

ZimiZoom is a technology platform. The ZimiZoom app helps drivers connect with passengers.

As a driver, you use your own vehicle to pick up riders and drive them to preferred destinations in your city. You're paid a fare for each completed trip.

Is Zimizoom safe?

We're committed to the safety of everyone using the ZimiZoom platform. ZimiZoom uses technology to ensure the safety of our riders and drivers before, during and after every ride. When you're online, your vehicle's route and location are tracked by GPS.

Riders and drivers are required to verify personal information when setting up their accounts. This private information is confidential and retained to confirm identity. When you're on your way to a pickup location or destination, the rider's app displays your first name and photo, vehicle make and model, and license plate number.

As a driver, your vehicle should be a safe and comfortable space for everyone, including you. While online, you reserve the right to decline or cancel any trip request. During a trip, if you feel unsafe for any reason, please pull over and end the trip immediately.

What are the steps to sign up?

Signing up to drive with ZimiZoom is easy. You'll get started by downloading a Driver app and sharing some info about yourself and the vehicle you'll be using to drive passengers.

We'll also need to review your documents before we partner up with you and enable you to drive with ZimiZoom and make money. Once we've approved the required documents, you will gain full access to the app and can go online to receive ride requests and start earning.

Requirements

Document requirements

ZimiZoom is a great way to be your own boss and make money. Here’s what you need when applying to drive with ZimiZoom:

1. Download a Driver app and sign up (first and last name, phone number, e-mail address).
2. Upload your documents: • Valid driver’s license (front page)
• Vehicle registration
• Proof of insurance
• A driver profile photo - Must be a forward-facing, centered photo including the driver’s full face and top of shoulders, with no sunglasses. Must be a photo only of the driver with no other subject in the frame, well-lit, and in focus. It cannot be a driver’s license photo or other printed photograph
• A photo of a vehicle

After registering your details, we’ll review them and send you an email with details about whether or not your application was approved and how to proceed.

Other requirements

ZimiZoom drivers must meet certain age, driving experience and vehicle requirements to be considered for driving on the ZimiZoom platform.

If you are older than 18, have driving experience and your vehicle meets the requirements, you will also need to upload all the required documents.

Creating an account

Signing up with an invite code

When you sign up directly from an email or text message SMS invite, your friend's invite code is included in the message and you need to copy it and paste in the ‘Referral Code’ field when creating your ZimiZoom account.

Can I share my account with friends?

ZimiZoom's terms and conditions do not allow sharing of drivers accounts. Another driver using your account poses a serious safety concern. If we learn that a driver did not match the driver-partner profile displayed by a rider's app, the account will be immediately suspended pending an investigation.

We have zero tolerance for confirmed complaints of this nature. A driver who has violated this policy is permanently removed from the platform. If there is an unconfirmed complaint, drivers will receive a formal warning. Unconfirmed complaints are documented via a strike system. Multiple complaints of account sharing can result in termination of a driver’s account.

If you suspect that someone else is using your account without your consent, please notify us immediately.

What types of rides does my vehicle qualify for?

As ZimiZoom driver, you’ll be driving passengers, therefore most 4-door vehicles are sufficient.

Minimal requirements:

• Not older than 12 years
• 4-door vehicle
• In good technical condition
• Minimum 5 seat belts

When will my documents be approved?

Uploaded documents generally require 1-5 days for review. To streamline the application process, please keep these tips in mind when uploading documents:

- Make sure all the documents are up to date and not expired. Expired documents will be rejected and extend your wait time as you resubmit.

- Your name must be clearly listed on your vehicle's proof of insurance and driver's license documents. Your name on these documents must match the name you use to sign up for your ZimiZoom account.

- Make sure uploaded images are clear and legible. Avoid using a camera's flash when photographing documents. Flash creates a glare that can obscure required information.

- Check that all 4 corners of your documents are visible in the uploaded photos.

Can I finish signing up later?

Yes! If you need more time, feel free to return to complete the signup process later. Your profile info and uploaded documents will be saved.

The sooner you complete signup, the sooner you'll be able to go online and start receiving trip requests.

When will my account be active?

You will receive a text and email from ZimiZoom when your account has been activated (or eventually disapproved).

If, after 5 days of creating an account and uploading your documents you have not received a notification yet, please check your e-mail spam folder and/or try signing in the app. If you can successfully sign in and go online, your application have been accepted and you can start earning as a driver.

Downloading the app

Downloading the driver app iOS

If you are using an iPhone that runs iOS 8 or higher, the driver application can be downloaded to your personal device by tapping the link below.

If you are having trouble downloading the app using your data, you may need to connect to a WiFi network.

Downloading the driver app Android

You can download the ZimiZoom Driver app on any Android device that is 2013 or newer and runs version 5 or higher.

More

Improving ratings and acceptance rates

How to improve ratings

Some events during a trip cannot be anticipated. Circumstances outside your control may impact the rating you receive from a rider.

We understand this can cause concern. Since your overall rating is based on an average of up to 500 of your most recent trips, an individual trip rating will not have a significant impact on your overall rating.

Additionally, if a rider gives a negative rating and selects a trip issues that is unrelated to your performance (i.e. Too many pickups, Price, ZimiZoom app), the trip will not count toward your overall rating.

5 Star drivers report that riders appreciate it when they:
- Keep vehicles clean, well-maintained, and scent-free
- Ask riders about a preferred route to a destination
- Keep the conversation polite, professional, and respectful
- Dress professionally
- Open vehicle doors for riders
- Provide bottled water, snacks, gum, mints, and cell phone chargers
- Help with luggage and bags when it's safe to do so

Your weekly review shares ratings and comments from riders. This provides insight into the trip experiences you're creating.

Understanding ratings

You can see your current rating in your Driver app by taping the menu. You can view your photo with a small bar containing a star and a number indicating how many stars you are rated with.

To find more details, visit ‘Ratings’ where you’ll find how many trips you have been rated for , how many stars you are rated with and additional details under ‘REVIEWS’.

Rider comments are always anonymous. Ratings are confidential, so we can't provide information around the rating given for a specific trip.

HOW RATINGS WORK

Riders can rate their trip experience from 1 to 5 stars and have the option to provide specific feedback from a list of common issues. Riders are asked to rate every trip before they can request again.

If a trip is canceled, riders will be unable to rate the trip.

WHAT'S AN OVERALL RATING?

Your overall star rating is an average of the 500 most recent star ratings you've received from riders.

If a rider rates a trip less than 5 stars and selects a trip issue that is unrelated to your performance (i.e. Too many pickups, Price, ZimiZoom app), the trip will not count toward your overall rating.

Please note that no action is required in requesting the removal of individual ratings, as ratings will be automatically removed when applicable. In order to ensure a consistent and reliable experience, we are unable to remove individual trip ratings on request.

When you're a new driver, you start with a perfect rating of 5 stars. Your overall rating may change frequently until you have received ratings on 100 or more trip as there will be fewer ratings to average together. As your number of rated trips grows, individual ratings have less impact on your overall rating.

RATINGS AS A CONSISTENT MEASURE OF QUALITY

We intend ratings to be fair and rider feedback to be useful for you. That is why we show the rider help text as they rate your trip and prompt them to explain their rating if they rate less than 5 stars. 5 stars means there were no issues on the trip. If they rate 4 stars or less, we ask they offer anonymous feedback on how the experience could have gone better.

RATINGS ARE IMPORTANT

We intend ratings and feedback to be helpful for you. To ensure that riders receive a high-quality experience each time they request a ride, driver-partner accounts with consistently low ratings may be deactivated after receiving multiple warnings.

Contact Us

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