Zoom Ride

Driver Policy Guide

To give Zoom Ride drivers and riders the safest and most enjoyable ride experiences, and in accordance with city, state, and federal laws, as well as insurance regulations, the policies described below apply to all Zoom Ride drivers and riders on all Zoom Ride trips, and while drivers are online on the Zoom Ride driver app. Please do not hesitate to contact the Zoom Ride Driver Support Team at any time with policy questions or concerns.

Mask Requirements

In response to Covid19, and in order to create a safer environment for riders and drivers during their rides, all Zoom Ride drivers and riders (above the age of 2 years old,) are now required to wear a mask on all Zoom Ride trips. Drivers are provided masks to give to riders as needed. If the rider refuses to wear a mask the driver may cancel the ride, listing “mask refusal” as the reason for the cancellation.

Zoom Ride Emblem/Sign

Drivers are required to have the Zoom Ride emblem or light on display any time their Zoom Ride app is active. This emblem and the light are the Zoom Ride official trade dress and as such, It helps passengers and law enforcement identify your vehicle. The emblem should be placed in the lower passenger’s side of the front windshield. Emblems and the Zoom Ride logo light can be picked up at the Zoom Ride Corporate office by drivers once their account has been approved.

Physical Contact Policy

It is against Zoom Ride policy to touch riders or other drivers without their explicit consent. There is no physical contact of a sexual nature allowed even with consent between riders, or drivers with riders while traveling with Zoom Ride.

Anti-Harassment and Discrimination Policy

It is against Zoom Ride policy for a driver to in any way harass or discriminate against riders or other drivers. Harassment includes a wide range of behaviors that are of an offensive nature. Blatant examples of harassment would be behaviors like making comments about someone’s appearance, both positive and negative comments can be considered harassment. Other examples of harassment may include opinions about religion, politics, age, gender, or gender identity, sexual orientation, relationship status, race or ethnicity. It is best to not discuss any of these topics or make comments towards riders or drivers on these topics. It is also against Zoom Ride policy to discriminate against riders or other drivers for any reason, including but not limited to these areas. Harassment or discrimination of any kind is grounds for immediate deactivation from the Zoom Ride platform.

12 Hour Driving Limit

For your safety and the safety of others, you will be prompted to go offline for 6 uninterrupted hours after a total of 12 hours of online time. If you go offline at any point, that time will not be counted toward the 12-hour limit. Any time spent online with the Zoom Ride driver app counts toward the 12-hour driving limit. When you're offline for 6 or more consecutive hours your driving hours will reset to 12 hours. In order to maximize your allowed time online it is a good idea to park as often as possible when waiting for trips. This practice will also minimize the amount of gas wasted by driving empty/without a passenger.

Trip Cancellations

We pride ourselves on being reliable for our passengers, with as few canceled rides as possible. We do however recognize that sometimes things happen and cancellations are necessary. If you must cancel a ride, whether it is because the rider didn’t show up, other rider issues, or for personal reasons, please document the cancellation by choosing from the reason options given in the Zoom Ride Driver app. Canceling rides in attempts to harass, discriminate or unjustly charge the rider and receive compensation may result in deactivation from the Zoom Ride platform.

Car Seat Law

In the state of Michigan, children must be properly buckled in a car seat or booster seat until they are 8 years old or 4-feet-9-inches tall. Children must ride in an age appropriate car seat until they reach the age requirement or the height requirement, whichever comes first. Riders must provide the proper car seats for their accompanying children, unless they have ordered under the Zoom Ride car seat request option. The adult rider should also be the one to place and buckle the seat in the vehicle. The driver should then check after to make sure it has been properly placed and buckled. Car seats should also never be placed in the front seat with an airbag. We suggest they are never placed in the front seat at all, even without an airbag. The backseat is the safest place for children. If the rider cannot provide the proper car seat(s), and the ride was not booked with the car seat request option, the driver should not take the ride as they could be held responsible if the child is injured in an accident in their vehicle without a car seat, or ticketed if they are pulled over by law enforcement. Politely ask the rider to cancel the ride request and then report the incident to Zoom Ride. If you have a car seat and can accept car seat requested rides, you must also make sure that the child using the seat provided is within the correct age and weight range for that seat type. Transporting children without car seats while online with the Zoom Ride Driver app is strictly forbidden and may result in driver deactivation.

Unaccompanied Minor

Riders are required to be at least 18 years of age to have a Zoom Ride account and request rides. Anyone under 18 years old must be accompanied by someone 18 years of age or older on all Zoom Ride rides.

When picking up riders, if you feel they are underage, you may request they provide some form of identification for age confirmation. If you believe the rider is under 18 please do not take the ride. Politely ask the rider to cancel the ride request and then report the incident to Zoom Ride. Knowingly and intentionally transporting unaccompanied minors while online with the Zoom Ride Driver app is strictly forbidden and may result in driver deactivation. Children may also not be left in the vehicle with the driver without an adult rider during any ride stops.

Vehicle Damage/Mess From Rider

Damage to, or messes made in a driver’s vehicle are never allowed and the rider will pay for repairs and/or clean-up as needed when proper proof of the damage/mess is provided from the driver in a timely manner. Examples include food/liquid spills, bodily fluids such as vomit, blood and urine, or mud, dirt, animal/pet messes. rips, tears, dents or other damages that are the result of rider neglect or intent. Riders will not be charged for normal wear and tear or damages that were the result of a vehicle accident. To report any damage or mess made by a rider the driver should take numerous pictures to document the damage/mess as soon as possible and contact Zoom Ride to file an incident report and request compensation.

Service Animal Policy

You can help people with disabilities by welcoming their service animals into your car. State and federal laws prohibit drivers on the Zoom Ride Driver App from denying service to riders because service animals, and from otherwise discriminating against riders with service animals.

Drivers who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Zoom Ride Driver App. Drivers cannot lawfully deny service to riders with service animals due to allergies, religious objections, or a generalized fear of animals.

What is a service animal?

A service animal is an animal that is trained to work or perform tasks for an individual with a disability.

The law specifically states that there are only two questions that a driver may ask to confirm that the passenger’s animal is a service animal:

  • (1) Is the animal required because of a disability? (The driver may not ask the rider what their disability is.)
  • (2) What work or task has the animal been trained to perform? (The driver may not request that the rider present documentation to prove that their animal is a service animal.)

There is no requirement that a service animal wear a tag, a vest, or display any kind of proof that it is a service animal. Note: ESA (emotional support animals) are not the same as service animals and as such, this Zoom Ride policy and the service animal laws do not apply to them. If a driver has questions or concerns about this policy, or suspects that a rider is abusing the service animal policy, they should contact Zoom Ride after they have taken the rider and their animal to the requested destination.

Firearms Policy

Zoom Ride Policy requires that drivers, riders, and their guests follow all city, state, and federal laws regarding the transporting and carrying of firearms and weapons.

Alcohol, and Drugs Policy

Zoom Ride and the law prohibit the use of alcohol, as well as the use of any drugs that may impair driving ability by our drivers while using the Zoom Ride app. Open containers of alcohol belonging to either the rider or driver are not permitted at any time during Zoom Ride trips. Riders may not use any drugs or controlled substances (even if they are legal) during any Zoom Ride trips. Drivers may always cancel or decline to give rides to riders who they believe are too intoxicated or under the influence of drugs.

Vehicle Capacity Limits

Please note: Due to Covid-19, front seat riders are not allowed on any Zoom Ride trips, on any of our ride tiers until further notice.

ZoomEco is the most common choice for riders. This is an economical and comfortable ride for up to 3 riders.

ZoomPlus is the best choice if you need a bit more room. This ride type holds up to 5 riders.

ZoomPremium is for those looking to ride in a mid-level luxury vehicle. This ride type holds up to 3 riders.

ZoomBlack is for those looking to ride in a newer and higher end luxury vehicle. Black vehicles are black with black leather interior and hold up to 3 riders.

ZoomBlackSUV is the highest ride tier. These newer luxury SUVs hold up to 5 riders and are black with black leather interior.

For safety and insurance reasons, drivers cannot accept more riders than available seatbelts in the vehicle. If upon arrival at the pick-up location it is found that there are too many riders for the ride type, politely ask the rider to cancel and request the correct ride type. If the rider will not cancel the driver may do so and select “too many riders” as the reason.

Airport Pickup/Drop off Procedures and Policies

Zoom Ride drivers and riders must follow all Airport Authority policies when picking up/dropping off on any airport properties. Failure to follow any airport policies may result in the driver being ticketed by the Airport Authority Police, or in loss of airport pickup/dropoff privileges for the driver. It is ultimately the driver’s responsibility to be aware of all Airport Authority policies at the airports they will be driving riders to/from.

DTW ( Detroit Wayne County Metropolitan Airport ) Drop-Off & Pick-Up Procedures

  • Drivers must remain online on the driver app any time they are working on airport property.
  • Drivers must have their Zoom Ride light or sticker clearly displayed in the lower right passenger’s side windshield of their vehicle.
  • Drivers are not to enter the Arrivals area at either terminal for any reason while working.
  • Drivers may not solicit arriving/departing passengers for rides.
  • Rides may not be given “off the app.” Only rides requested and sent to the driver via the Zoom Ride app may be given.
  • Upon arriving at the rideshare pickup at either terminal, drivers must stop at the booth and show the attendant their trip waybill. Even if there is no attendant visibly present in the booth, the area is under electronic supervision. We recommend that the driver still stops and holds up their phone to show that he/she followed the rules.
  • Do not load riders /and or luggage in the lanes in the pick-up areas. This can cause back-ups and even result in a ticket. Always pull into a spot to load safely.
  • All state/federal car seat laws apply to rides being taken to/from the airport.
  • Trip invoices will show a $5 charge to all rides going to and coming from DTW. This fee is required and paid to the airport in order for Zoom Ride to be able to accept trips to and from the airport.

DTW Drop-Off Procedure

Drivers may drop-off their riders at the departures area for their corresponding airline in either the North or McNamara Terminals. Drivers may also drop-off at the rental car lots or other permitted areas for employee drop-offs. Drivers are not to drop-off at the arrivals area, even by rider request. Drivers are never allowed in this area while they are actively working and it could be assumed the driver is there for a pick-up and result in the driver receiving a ticket from the Airport Authority Police.

DTW Pick-Up Procedure

At the terminals, drivers may ONLY pick-up their riders in the ground transportation/rideshare areas of each terminal. Zoom Ride drivers may not under any circumstances pick up a Zoom Ride rider at the arrivals or shuttle bus areas. Riders may even call/send a message to the driver requesting that the driver comes to the arrivals area to pick them up. The driver should respectfully inform the rider that this is against airport policy and direct the rider on how to get to the rideshare pickup. If the rider refuses to go to the rideshare pick-up area the driver may cancel the ride as a no-show after the wait time rule has been reached. Drivers may also pick-up at the rental car lots or other permitted areas for employee pick-ups.

Driver Tip

Very often riders traveling to the airport will not know which airlines are at which terminals. For this reason it is always best to ask the rider who their airline is, vs which terminal they are going to. This way if you as the driver know which airlines are at which terminals, you can be certain to take them to the correct one, even if they entered it incorrectly when booking their ride.

Zoom Ride is not responsible and will not compensate the driver for any airport parking fees, tickets, fines, or loss of airport privileges resulting from any Airport Authority policy violations.