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FAQ for Riders

ZimiZoom Guide

Requesting a ride

How to request a ride

1. Open your app and tap the ‘Where to go?’ button. Then, enter your destination address in the ‘Add Destination’ field. If you don’t know the destination address, you can use the ‘Set pin on map’ option.
2. Once you have entered the address, tap the pin in the drop-down section that matches your destination address and conform by tapping the ‘Ride Now’ button.
3. Once a driver accepts your request, you'll see their location, an estimated time of arrival and the cost for your ride. You will also receive all the details about the driver including their name and photo as well as the brand, the color and the photo of the vehicle along with the license plate number.
4. To accept all the above, tap the ‘Confirm the Ride’ button.

ZimiZoom will send you notifications when your driver is close to your pickup location.

Adding Saved Places

You can add destination addresses you often go to, such as ‘work’ or ‘home’ to Saved Places. Each time you need a ride to one of the saved places, you can simply tap on it without having to enter the address all over again.
1. Open your app and tap the ‘Where to go?’ button.
2. Tap the ‘Add home’ or ‘Add work’ options. Enter the address and tap the pin in the drop-down section that matches your address.

Removing / changing a saved place
1. Open your app and tap the Menu icon.
2. Go to ‘Settings’, then choose ‘Saved Places’.
3. Tap the trash icon next to the address you wish to remove.
4. Confirm by tapping ‘Yes’ on the pop-up window.
5. If you wish to save a different address, repeat the steps described in the ‘Adding Saved Places’ section above.

Trip Cost

After entering your destination address, you will immediately get the trip cost displayed on the screen along with the driver’s info. If the cost doesn’t fit you, simply refrain from taping the ‘Ride Now’ button. Trip costs defer from country to country and town to town. We aim to have the lowest prices in each town we operate in.

Scheduling a ride in advance
Schedule a ZimiZoom ride up to 45 hours in advance.
1. Open your app and tap the ‘Where to go?’ button. Then, enter your destination address in the ‘Add Destination’ field. If you don’t know the destination address, you can use the ‘Set pin on map’ option.
2. Once you have entered the address, tap on the pin in the drop-down section that matches your destination address.
3. Tap the vehicle with a clock icon next to the ‘Ride Now’ button.
4. Tap the displayed date and time to make a change.
5. Confirm by tapping the ‘SCHEDULE NOW’ button

Editing/Canceling a scheduled ride
1. Open your app and tap the Menu icon.
2. Go to ‘My Trips’ and tap the ‘UPCOMING’ tab.
3. Tap the ‘EDIT TIME’ button, change the timing and tap the ‘UPDATE’ BUTTON. If you wish to cancel, simply tap the ‘CANCEL RIDE’ button, tap to mark the trip you wish to cancel and confirm by tapping the ‘SUBMIT’ option.
Changing your pick-up location

When you request a ride, the app uses GPS to display your current location.

If you need a different pickup location:
1. Tap on the pickup location label on the map
2. Enter a new address or building
3. Choose from one of the locations suggested by the app

Requesting long trips

You can request a long trip with ZimiZoom to a distance of maximum 100km.

Riding with pets

In accordance with local and federal laws in your area, service animals are permitted to accompany riders at all times.

If you're planning to ride with a non-service pet, it's good practice to contact the driver who accepts your ride request. Use your app to send a text message or call to let the driver know you'd like to bring a pet.

Please help drivers keep vehicles clean for all riders by bringing a crate or blanket to reduce the risk of damage or mess. Some drivers may keep a blanket in the trunk.

How do ETAs work?

Before a trip starts, your app provides an ETA for when your driver should arrive at your pickup location.

After your trip starts, your app provides an ETA for when you should arrive at your destination.

Please note that ETA times are estimates and not guaranteed. A variety of external factors like heavy traffic or road construction can impact travel time.

Contact a driver

If you wish to contact your driver about a pickup location or talk about other details of the ride you requested, you can do that through the app.

You can choose to call your driver, send them a text message via SMS or Hangouts or use ZimiZoom chat option. Note that drivers may not answer their phones or reply to a text message while driving.

Cancelling a ride

1. Tap the bar at the bottom of your screen showing your driver's information
2. Tap "Cancel Trip"
3. Tap "NO" to keep the ride, or "YES, CANCEL" to cancel and accept the fee

NOTE: A cancellation fee may apply if you cancel after you've already tapped the ‘Ride Now’ button. These fees pay drivers for the time and effort they spend getting to your location. Drivers are also able to cancel a ride request if they've waited a certain amount of time at the pickup location.

You may be charged a cancellation fee in this case to reimburse your driver for their time.

Check for a cancellation fee charge
1. Tap the menu icon and then tap ‘My Trips’.
2. Under "Past" trips, tap the canceled trip.

-If you were charged a cancellation fee, the amount will be displayed under the canceled trip details.
-If you were not charged a cancellation fee, the trip fare will show as 0.

Taking a ride

Selecting a payment method

You can select a payment method for a trip 2 ways:

BEFORE A TRIP:
1. Enter your destination details in the "Where to go?" box
2. Tap your payment details, located below the ride options
3. Tap "Change" beneath the selected profile
4. Select the correct payment method


DURING A TRIP:
1. Tap the white panel at the bottom of your screen
2. Tap "Switch" next to the price and payment method
3. Select the correct payment method

Free rides and discounts

ZimiZoom allows you to take your first ride for free, as well as earn more credits and get more free rides.

YOUR FIRST RIDE – FREE

All you need to do in order to get your first ride for free is to enter the promo Code when requesting a ride.

The first ride Promo Code is FIRSTZIMIZOOM. You need to first enter your destination address and once you see the details about the trip cost, tap ‘Promo’ link and enter the Code. Once you do that, simply tap the ‘Ride now’ button.

EARN MORE CREDITS AND GET FREE RIDES

Collect money rewards (credits) and get more free rides! You get a credit for each ride you take and even more credits for sharing ZimiZoom app with friends – we give you a percentage of the cost of each ride they complete!

To share ZimiZoom app with contacts, open the app menu and tap ‘Refer&Earn’. ZimiZoom provides every rider with a unique invite code. It is generated automatically and cannot be changed. Tap the ‘Invite Friends’ button and choose all those contacts you wish to share ZimiZoom app with.

How to identify a driver and vehicle

When you request a ride, your app sends your request to nearby drivers. After you're matched with a driver, your app shares info about the vehicle and driver headed to your pickup location, including the driver’s name and photo as well as the vehicle's make, model and photo along with the license plate number.

When you see your driver's vehicle at your pickup location, confirm that the license plate number displayed in your app matches the actual vehicle. Drivers will often ask your name before starting the trip.

Wait time fees

In some locations, a per-minute wait time fee will begin a few minutes after your driver arrives at your location. We'll notify you that the charge has started, and it will continue until your driver begins the trip.

If your trip is cancelled and you are charged a cancellation fee, you will not be charged for wait time. Additionally, this fee may not apply to airports or certain other venues. Wait time fees and thresholds vary by location.

After my ride

Rating a driver

Ratings allow us to ensure a great experience for both riders and drivers, and we take ratings very seriously. Drivers with low ratings may lose access to the ZimiZoom app.

RATE YOUR DRIVER

At the end of each trip, or at the bottom of your emailed receipt, you'll be asked to rate your driver from 1 to 5 stars. You can provide specific feedback about the trip or your driver from a list of common issues.

Certain issues like trip price, app issues are not your driver's fault, so won't count toward your driver's overall rating.

A driver's overall rating is an average of their last 500 completed trips. They'll never see the specific rating you give.

TIPS FOR RATING YOUR DRIVER

- Most riders provide a 5-star rating unless there was a specific issue with the trip
- If we see a 1-star rating, it typically means there is a serious problem with a driver.

How are fares calculated?

Trip fares for your ZimiZoom ride are calculated upfront.

With upfront pricing, you know the exact cost of your trip before requesting. This fare includes (but is not limited to):
-A base rate
-Rates for estimated time and distance of the route
-The current demand for rides in the area

A booking fee and any applicable surcharges, fees, and tolls are also calculated and included.

When you request a ride, you agree to be charged the upfront fare when the trip ends. Your fare may increase if a long waiting time on the pick-up location occurs, if you travel to a different destination or make extra stops along the route, or the trip takes much longer than expected.

If an upfront fare is not honored, you will either be charged the minimum fare or a fare based on the measured time and distance for your trip, including any base fare, booking fee, surcharges, tolls, and other relevant factors such as a dynamic pricing charge.

You'll always get a receipt for any trip fare. If your fare is different than the upfront fare you agreed to, your receipt will explain why.

Does ZimiZoom have recurring charges?

Good news! There are no recurring charges or membership fees for using ZimiZoom. You are only charged for the rides you take.

Getting a trip receipt

When a trip ends, we automatically send a receipt to the email address on your ZimiZoom account. If you aren't receiving receipts, check the spam or junk folder of this email address.

Your ZimiZoom account includes a trip history of every ride you've taken. To review:
1. Select "Your Trips" from the app menu.
2. Select a past trip.
3. You can review the trip's route, pickup location, final destination, trip cost and driver’s details.

Account and Payment

Changing my account settings

Update personal information

To update your name or photo for ZimiZoom rider account:

1. Open the app menu and tap ‘Settings’ > ‘Edit profile’.
2. Tap the bar that displays your first or last name and enter the updated information
3. To add/change the photo, just tap on the photo area and choose a new one from your gallery or take a new photo with your phone camera.
4. Tap ‘Done’ to save changes.

I can't request a ride

If you can't request a ride, it could be for a few reasons:

-ZimiZoom is currently unavailable in your location.
-There aren't any drivers in your area at this time. Please wait and try requesting again.
-You haven't entered a correct OTP code sent to you via SMS. Check your SMS messages from ZimiZoom. If you don't have any, please check the phone number you’ve entered in ZimiZoom app.

Payment options

Selecting/updating a payment method on your account

Adding and selecting a preferred payment method will allow you to request a ride. Depending on your country and city, you can add payment methods such as credit cards, cash, or ZimiZoom Wallet. When a ride ends, your selected payment method is charged.

During a ride, use your app to check that your preferred payment method is selected. Open the menu and select ‘Payment’ and tap your desired payment method before the trip ends.

ADD/UPDATE A CREDIT/DEBIT CARD

1. Select "Payment" from your app menu.
2. Tap ‘Add credit/debit card’
3. Enter your card number, name on the card, expiration date and CVV number.
4. Tap SAVE.

ADD MONEY TO YOUR e-Wallet:

1. Open your app and choose ‘Wallet’ from the app menu
2. Tap ‘ZimiZoom Wallet’ bar showing the current amount in your Wallet
3. Tap the + icon at the top right
4. Enter the amount you want to transfer to your Wallet 5. Tap ‘Submit Request’

Note: You need to add Credit/Debit Card info before making the transfer.

My account has an unrecognized charge

If you see an unfamiliar charge from ZimiZoom on your credit card or bank account, review the information on this page.

IS IT A PENDING CHARGE?

A "pending" charge may be an authorization hold that will eventually drop off your account and won't ever be charged. We issue authorization holds as a way to better protect against fraud that may result from unauthorized card usage. You may see an authorization hold if you recently added a new payment method, or if you haven't used ZimiZoom in a while.

IS A FRIEND OR FAMILY MEMBER USING YOUR ACCOUNT?

Check with them if you can. They may have recently taken a trip and will recognize the charge you're seeing.

DID YOU RECENTLY CANCEL A TRIP?

Check your trip history. Cancellation fees pay driver-partners for the time and effort they spend getting to your location.

Why was my payment declined?

If you see any of the error messages below in your app, you won't be able to request a ride until you update your payment method:

- "Request Failed: Card Declined"
- "Your payment method is invalid. Please update your billing settings"
- "There was an error processing your request"

Update or add a new payment method in the "Settings > Payment" section of the app menu if your payment method was declined for one of the reasons below:

- Card number entered is incorrect
- Credit or debit card has expired
- Insufficient funds in the account

You may need to contact your bank in the following situations:

- You're traveling abroad and haven't authorized international transactions
- You've exceeded the withdrawal limit on your account
- You've reported your card as lost or stolen

Using ZimiZoom e-Wallet

We offer you an advanced way to pay for your rides, by using your e-Wallet. As soon as you download our app and create your account, you will immediately gain access to your own e-Wallet where you can use your Credit Card to upload any desired amount which you can then use to pay for rides.

This option allows you to take rides without carrying cash and without using your Credit Card each time you need a ride.

This option is especially practical if you are ordering rides for family members who need a ride, but don't have cash or a Credit Card handy - you can simply transfer a certain amount from your e-Wallet to their e-Wallet which they can then use to pay for their rides.

To add money to your e-Wallet:

1. Open your app and choose ‘Wallet’ from the app menu
2. Tap ‘ZimiZoom Wallet’ bar showing the current amount in your Wallet
3. Tap the + icon at the top right
4. Enter the amount you want to transfer to your Wallet
5. Tap ‘Submit Request’

Note: You need to add Credit/Debit Card info before making the transfer.

Using ZimiZoom credits

If you have credits on your account in the form of amounts, they will automatically be transferred to your Wallet which you can use to pay for your trips. If you have credits in the form of points, you first need to redeem them, which will turn the points into amounts which will automatically be added to your Wallet.

If you plan to use your Wallet to pay for trips, please make sure to select Wallet as your payment option.

You can see how much credit you have on your account in the "Rewards" section of the app menu.

Using ZimiZoom promo codes

ZimiZoom offers special promotions to provide discounts on rides to riders. To apply a promotional discount to a trip's fare, enter the promo code any time before or during your trip.

Here's how:

1. Choose a destination for your ride
2. Tap ‘Promo’ above the ‘Ride Now’ button, then tap ‘Add Promo Code’
3. Enter the Promo Code.
4. Tap ‘Ride Now’ button.

Valid promo codes are automatically applied in reverse order. You'll be unable to select your preferred promo code when you add more than one. Instead, your most recently added promo code will be applied to your current or next trip. A promo code's value will only apply to one trip fare. Any remaining amount disappears.

Siging Up

How does ZimiZoom work?

ZimiZoom is a technology platform. Our smartphone apps connect driver-partners and riders.

In cities where ZimiZoom operates, use your rider app to request a ride. When a nearby driver-partner accepts your request, your app displays an estimated time of arrival for the driver-partner heading to your pickup location. Your app notifies you when the driver-partner is about to arrive.

Your app also provides info about the driver-partner with whom you will ride, including their name and photo, vehicle type and photo and license plate number. This info helps the two of you connect at your pickup location.

Use your app to enter your preferred destination anytime before or during the ride. If you have a preferred route, it’s helpful to talk through the directions together.

When you arrive at your destination and exit the vehicle, your trip ends. Your fare is automatically calculated and charged to the payment method you’ve linked to your ZimiZoom account.

In some cities, ZimiZoom allows you to pay your fare in cash. This option must be selected before you request a ride.

Immediately after a trip ends, your app will ask you to rate your driver from 1 to 5 Stars. Driver-partners are also asked to rate riders. ZimiZoom’s feedback system is designed to foster a community of respect and accountability for everyone.

How do I create a ZimiZoom account?

Creating a ZimiZoom account requires a valid email address and phone number. You'll also need to agree to terms and conditions and our privacy statement.

Fill in your first and last name, phone number, and preferred language. Once you complete this part of the signup process, we send a text SMS with a unique OTP Code which you will use to log in.

Next, enter your payment information. Adding a credit card or debit card number allows your trip fares to be automatically charged after each ride. You can also choose cash or ZimiZoom e-Wallet as your preferred payment option. Please note that we cannot accept prepaid cards.

More

Rating

How is my rating determined?

After each trip, riders and drivers have the opportunity to rate one another from 1 to 5 stars, based on their trip experience.

A driver or rider's overall rating is displayed as an average. For example, a highly-rated rider might have 4.9 stars.

Ratings are anonymous. Neither riders nor drivers see individual ratings tied to a particular trip or person. Candid, constructive, and respectful feedback is beneficial for everyone.

Providing a rating fosters mutual respect between riders and drivers. This strengthens our community and help everyone get the most from ZimiZoom. We appreciate your participation.

BE A 5 STAR RIDER
Drivers frequently consider these 3 areas when rating a rider:

1. Short wait times - Be ready to go when they arrive at the pickup location. Be sure the location you entered is actually where you'll be.
2. Courtesy - Treat drivers and their cars the way they'd expect to be treated themselves.
3. Safety - Drivers want to make sure everyone in their car is safe, and shouldn't feel pressured to break any laws.

Past and upcoming trip details

You can view all the details about your past trips as well as your scheduled trips including dates and times of your trips, driver’s information, times and destinations as well as trips costs.

1. Open your ZimiZoom app and enter ‘My Trips’ from the menu.
2. Select ‘PAST’ or ‘UPCOMING’ from the submenu.
3. Select the trip you wish to view the details for.

Adding/deleting emergency contacts

With ZimiZoom, you can easily let your friends and family follow your trip progress and see that you’ve arrived safely at your destination.

1. Open your ZimiZoom app and select ‘Settings’ > ‘Emergency Contacts’ from the menu.
2. Tap to allow ZimiZoom to access your contact list.
3. Tap the ‘ADD CONTACTS’ button.
4. Choose the person(s) from your contact list.

To delete a contact, swipe to the left and tap the trash icon.

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