Zoom Ride

Rider 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. Please do not hesitate to contact the Zoom Ride Support Team at any time with policy questions or concerns.

Mask Requirements

In response to Covid-19, 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 driver refuses to wear a mask the rider may cancel the ride, listing “mask refusal” as the reason for the cancellation.

Ride Cancellations

When you book a ride you have 2 minutes to cancel the ride for free. After 2 minutes your driver has started to drive towards your pick-up location and you will incur a cancellation fee. This fee is to compensate the driver for their time and gas used to drive to you. You may also be charged a cancellation fee if you do not arrive at the pick-up location to begin your ride within 4 minutes of the driver’s arrival, or if the ride has to be cancelled upon the driver’s arrival due to the trip potentially violating certain Zoom Ride policies such as (but not limited to,) vehicle capacity limits, car seat law or the rider being an unaccompanied minor.

Car Seat Law

n 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. The adult rider should place and buckle the seat and the child in the vehicle. 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. Riders must either provide the proper car seats for their accompanying children, or book a ride using the car seat request option. Please do not book a ride without a car seat or without the car seat option and ask the driver to still take the ride. The driver could be held responsible if a child is injured in an accident in their vehicle without a car seat, or ticketed if they are pulled over by law enforcement. Transporting children without car seats is strictly forbidden on the Zoom Ride platform. Drivers will cancel rides that attempt to violate this policy and the account holder will be charged a cancellation fee. Drivers will also report attempts to violate this policy to Zoom Ride. Repeated attempts to violate this policy may result in account removal from the Zoom Ride platform.

Unaccompanied Minor

Riders must be 18 years old to download and order on the Zoom Ride app. Account holders may not order rides for anyone under 18 who will not be accompanied by an adult. Drivers may ask for age verifying ID if they suspect that a rider is under the age of 18. Drivers will cancel rides booked for those under 18 and the account holder will be charged a cancellation fee. The driver will also report this attempted policy violation to Zoom Ride. Repeated attempts to violate this policy may result in account removal. Children are also not to be left alone in the vehicle with the driver during ride stops.

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.riders.

For safety and insurance reasons, drivers cannot accept more riders than available seatbelts in the vehicle. If your driver arrives and it is found that there are too many riders for the ride type, you may cancel and request the correct ride type. Even if the driver happens to have a vehicle that can hold your group, but you didn’t book under the correct type, you will need to cancel and order the correct size. The driver is only insured for the group size the trip was booked for. He/she cannot legally take more.

You will incur a cancellation fee to compensate the driver for the trip to the pick-up location.

Vehicle Damage/Mess Policy

As you are a guest in the driver’s vehicle, we ask that it is treated with respect and care. It is recommended that you and your guests do not eat, drink or smoke in the vehicle, book a ride when you are feeling like you could become ill, wear soiled clothing, wear anything sharp that could damage the vehicle seats, or transport other items that could potentially make a mess/cause damage during your trip.

If a driver reports and shows proof of damage or a mess made either in, or to their vehicle during a trip you took, or one that you booked for someone else, you will be charged a fee to compensate the driver for the time and cost of the cleanup or repairs. The cleaning fee or damage fee will be added to your trip invoice.

Anti-Harassment and Discrimination Policy

It is against Zoom Ride policy for a rider to in any way harass or discriminate against drivers or other riders. Harassment includes a wide range of behaviors that are of an offensive nature. Blatant examples of harassment would be 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 drivers or other riders on these topics. It is also against Zoom Ride policy to discriminate against drivers for any reason, including but not limited to these areas.

Service Animal Policy

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. Refusal by a driver to transport a rider with a service animal is grounds for immediate deactivation from the Zoom Ride platform. For riders, it is also grounds for immediate removal from the Zoom Ride platform to claim a pet or an ESA is a service animal.

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. Riders may not use any drugs or controlled substances (even if they are legal) during any Zoom Ride trips. Open containers of alcohol belonging to either the rider or driver are not permitted in the vehicle at any time during 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. Riders may also cancel and/or contact the Zoom Ride Support Team, or use their in-app SOS features if they believe their driver is under the influence of drugs or alcohol.

False Claims Policy

It is against Zoom Ride policy for drivers or riders to make false claims to Zoom Ride or law enforcement about the behavior or actions of others for any reason. Many safety features of the Zoom Ride apps, such as the live streaming feature, and the driver safety tracking can easily prove or disprove claims. False claims made in order to attempt to discriminate, harass, or receive discounts or other forms of compensation will not be tolerated and are grounds for removal from the Zoom Ride platform.

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