FREQUENTLY ASKED QUESTIONS
TOP 6 FAQS
In cities where ZCarr 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 first name, vehicle type, 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 ZCarr account.
ZCarr offers an array of vehicle options in many cities. When using your app to request a ride, the slider at the bottom of your screen lets you choose the ride you want, from lower cost options to WAV and larger size vehicles. If you need more room or more seats, be sure to select the vehicle option that’s right for your ride.
Occasionally, a driver may arrive in a vehicle smaller or less equipped than what you were expecting.
This may be the result of a vehicle classification error. If you feel that your driver’s vehicle did not match what you were expecting, please let us know here.
ZCarr trip fares are calculated by time and distance. When you’re on a trip, we understand that you wouldn’t expect the driver to make unplanned or unrequested stops along the way.
If your driver made a stop during this trip that increased your fare or travel time, we will be happy to review. Provide some info.
If the map in your trip receipt or history shows a different pickup location, route, or destination, please let us know. We’ll review and make any necessary fare adjustments.
If possible, provide exact addresses or street intersections.
The best way to retrieve an item you may have left in a vehicle is to call the driver. Here’s how:
1. Scroll down and enter the phone number you would like to be contacted at. Tap submit.
If you lost your personal phone, enter a friend’s phone number instead.
2. We’ll call the number you enter to connect you directly with your driver’s mobile number.
If your driver picks up and confirms that your item has been found, coordinate a mutually convenient time and place to meet for its return to you.
If your driver doesn’t pick up, leave a detailed voicemail describing your item and the best way to contact you.
Please be considerate that your driver’s personal schedule will be affected by taking time out to return your item to you.
Drivers are independent contractors. Neither ZCarr nor drivers are responsible for the items left in a vehicle after a trip ends. We’re here to help, but cannot guarantee that a driver has your item or can immediately deliver it to you.
If a CVV number or billing zip code is entered incorrectly, you may later receive a message about an error processing your payment method after a trip.
Try removing the payment method from your ZCarr account. Add it again, making sure all info is correct.
If you continue to receive messages about payment errors, contact your financial institution to verify that your payment account is active and verified internationally.