Safety Related Questions
When you are riding a Zip scooter, please abide by all local traffic laws for the safety of yourself, and the safety of others.
You must be 18 years or older to ride a Zip scooter.
Use caution and common sense. Do not operate a scooter while carrying heavy baggage or in bad weather. Do not operate a scooter under the influence of drugs or alcohol.
Before riding, check that the brakes and lights are working and perform a Safety Check described in the Terms of Service.
Always wear a helmet, and follow the rules of the road, including all scooter laws/by-laws in your city.
Do not ride on sidewalks and always yield to pedestrians.
Complete any turns across roadways on foot.
Do not ride with any passengers; the scooter should carry only one rider.
Do not carry any packages or other articles that may prevent you from keeping your hands on the handlebars.
Yes! Wearing a helmet is crucial to prevent injuries. You only get one brain, protect it. Please wear a helmet when riding a Zip scooter.
If you require immediate police or medical attention, please call your local emergency number. Once you have ensured your safety and the safety of all involved parties, and necessary authorities have been contacted, please call or text the toll-free number 1-844-947-9471 to speak with a Zip representative.
Scooter Related Questions
You can unlock a Zip scooter by tapping the Ride button in the Zip app and pointing your phone’s camera at the QR code located on the scooter’s handlebars. You can also unlock a scooter by entering the scooter number found on the scooter’s display into the app manually.
To end your ride, park the scooter appropriately and tap Lock. Please make sure you’re in a parking zone, if applicable. This is visible in app. You’ll have the chance to rate your ride, provide feedback, or report any issues to our support team.
For your safety and the safety of others, please ensure that the scooter is in designated parking areas and parked in the upright position. When you end your ride, please park near a bike rack or by the edge of sidewalks, away from the main pedestrian space. Do not block sidewalks, pathways, or wheelchair ramps. Do not park within a public transit zone, loading zone, fire hydrants, curb ramps, entryway, or driveway. Improper parking may be met with fines or, if repeatedly done, account suspension.
If you encounter any issues while riding a scooter that could affect your safety or ability to complete your ride, please stop riding it immediately and report the problem to our customer support team by calling the toll-free number 1-844-947-9471. Our team will repair the scooter as soon as possible. Please note that you will not be charged for the ride.
In the case that the scooter stops during your ride, please carefully get off of the scooter and park near a bike rack or by the edge of sidewalks. Please text or call our toll-free number 1-844-947-9471 to report this incident and our team will repair the scooter as soon as possible. You will also be appropriately compensated for your trip duration.
You can only rent one scooter per rider and per ZIP app/phone. Each rider will need their own phone with Zip installed.
Once you have located a Zip scooter, unlock the scooter either by scanning the QR code on the handlebards or entering the plate number. If it is dark out and you are having difficulty scanning the QR code, you can also press the flashlight icon to turn on your phone’s flashlight while scanning.
Scooters may be locked if it is under maintenance. Please try to find another scooter nearby.
If you find a physical lock on a scooter or the QR code is damaged, please report this issue by texting or calling our toll-free number 1-844-947-9471 on the scooter and try another scooter nearby.
Kick off with your back foot from the ground two to three times and press the throttle on the right-hand side of the handlebar to accelerate. To ride safely, squeeze the brake located on your left-hand side to slow down when needed. Please be aware of the scooter’s battery level, which is displayed on the handlebar. The scooter won’t activate the accelerator until you have kicked of from the ground to get it moving.
Payment Related Questions
When you add funds for the first time to ZIP, you will also pay a $5 security deposit. This helps us protect against fraud from unauthorized card usage and your account. This amount will be on account but is refundable. If you wish to get it refunded please email firstname.lastname@example.org or submit a ticket via the app under billing.
When a ride ends, you can tap Ride History from the app menu to review your previous rides and details. You will also receive an automatic receipt sent to the email address attached to your Zip account.
Please note that our payment service provider may collect $10 on temporary hold as an additional authorization and for security measures. This amount will be refunded.
If you see an unfamiliar Zip charge on your account, please read the terms of service. If your question is still not answered, please contact us and we will adjust the charge accordingly after we have investigated your claim. You can contact us by emailing email@example.com or by texting or calling 1-844-947-9471
If your account is still incurring charges:
- Check if you have locked the scooter. When correctly locked, you will be notified in the app.
- Wait momentarily for the ride to finish processing after locking the scooter. This additional time will not be added to your total fare.
- Check that your phone has good cellular data and/or Wi-Fi connection.
- Try closing and reopening the app.
- If you are still incurring charges after trying the suggestions above, please text or call our toll-free number 1-844-947-9471 and we will refund the charge accordingly after investigating.