Terms & Conditions
Thank you for choosing zTrip (the “Service”), a subsidiary of the Transdev On Demand, Inc. (the “Company”).
If you do not agree with these Terms, do not access and use the Service.
The Company reserves the right to modify the Terms, and to make changes to any of the products, prices, or programs described herein at any time, without notice. Continued use of the Service after any such changes shall constitute your consent to such changes. You are responsible for regularly reviewing these Terms.
By using the Service, you represent and warrant that:
- You are at least 16 years old.
- You have the right, authority and capacity to abide by these Terms.
- You will not authorize others to use your user status.
- You will not transfer your user account.
- You agree to comply with all local applicable laws during use of the Service.
- You also agree to indemnify, defend, and hold harmless the Company and its partners from and against any and all claims, demands, proceedings, suits, and actions arising from your use of this Service.
This site may contain inaccuracies or typographical errors and the Company may change or improve the content of this website at any time and without notice. SMS, standard messaging charges will apply. The use of the Service is at your own risk.
By using the Service, you also agree that:
- You will only use the Service for lawful purposes.
- You will not try to harm or interrupt the Service in any way whatsoever.
- You will not copy, or distribute the Service or other content without written permission from the Company.
- You will protect the confidentiality of your account password and any other sensitive information provided.
- You will provide us with proof of identity, as requested, especially that of minors attempting to ride alone.
Transportation is provided via third party transportation providers, working with the Brand on Independent Contracts or Franchise Agreements. The vehicle operator (the “Operator”) offers transportation services which may be scheduled through use of the Brand or other services provided by the Company. Through the agreements described above, the Company offers information and services to its Operators and on behalf of its Users to ensure service delivery. It does not and does not intend to directly provide transportation services.
Responsibility to accept and complete reservations made through our service are dependent on the Operator. The Company is responsible for (1) ensuring effective, timely transmission of information to enable the Service between the User and Operator and (2) providing a comparable substitute provider, or refund of reservation fees, in the event the scheduled Operator does not complete the reservation.
The Service is available 24 hours a day, 7 days a week. For “Pick me up now” bookings, we do not guarantee availability of vehicles at all times. Availability is dependent on both user demand and Operator availability. For advance reservations, we guarantee the transportation based on the terms in the reservation. If for any reason we are unable to provide a vehicle from the Brand fleet, we reserve the right to book a different provider of approximate or better quality to complete the reservation.
Wait times will vary for “Pick me up now” service, dependent on traffic, weather, and vehicle availability. Users are encouraged to monitor the estimated wait time using the Service. For advance reservations, we guarantee the vehicle will arrive on or before the scheduled time of pickup at the location entered by the User. If, for some reason, the vehicle does not arrive as scheduled, the User must call the number provided to allow us to dispatch an alternative. The User is responsible for being available by phone in the event the Operator calls for assistance, such as to be let into a gated community, at or near the time of pickup.
Travel Times and Delays
zTrip and its partners are not responsible for significant delays in anticipated arrival due to traffic, extreme weather, road construction, or other unforeseen circumstances. Users are responsible for requesting a vehicle in enough time to make any necessary appointments, including flights.
For “Pick me up now” reservations, Users can cancel a zTrip ride at any time up to the minute before arrival. The User will be assessed a $10 cancellation fee.
If for any reason the Operator cannot find the User at the designated pick-up location and cannot reach him or her for further instruction, the ride is treated as a cancellation, and will be assessed the $10 cancellation fee.
If for any reason the Operator cancels a ride or fails to show up, the User may cancel the ride. This will incur a $10 cancellation fee. User must contact Customer Care to have the fee waived and refunded.
For advance reservations, we cannot refund payment if canceled with less than four (4) hours notice prior to pick-up time, or in the event of a no-show. No-shows result when the Operator cannot find the User at the designated pick-up location and cannot reach him or her for further instruction. This includes bookings made within four hours of pickup time. Users can cancel their trip in advance of the four hour window for a full refund using the mobile app or by calling 1 (855) MY ZTRIP (699-8747).
This $10 cancellation fee goes to the Operator as a concession for time and fuel spent on the booking once it has been dispatched.
LOST OR DAMAGED ITEMS
Lost and Found
The Company and its Operators are not liable for lost items left behind in any vehicle by a User. However, we do want to help Users reunite with lost items, whenever possible. If an item is lost, the Company recommends Users immediately follow the protocol to increase the likelihood of recovery.
- Call the Operator using the number provided on your confirmation.
- If the Operator cannot be reached, call Customer Care at 1 (855) MY ZTRIP (699-8747) .
- If the Operator finds your item, either the Operator or Customer Advocacy may notify you. The Company will do one of the following:
- Bring the item(s) to the User: Operator will correspond with you directly to arrange delivery.
- Bring the item(s) to the Company’s local service center: The Company, or your Operator, will notify you of how and when the item will be available for pickup.
- Mail the item to the User: This option is provided for out-of-area and international Users. The User must provide a shipping address for this option. Shipping fees will be marked payable on delivery; user will be responsible for related shipping costs.
If your item is found, it may take 2-3 business days for Customer Care to notify you. The Customer Advocacy team, which provides lost and found support at the national level, is open Monday through Friday between 9:00 AM and 5:00 PM CST. It is closed on weekends.
While our Operators take great care in securing your possessions, normal wear and tear to personal items is typical of the handling process during transportation. The company and/or operator is not responsible for damage due to this handling process. Transporting large items, such as luggage, may result in scratches, dings, and nicks. It is your responsibility to ensure any belongings kept with you in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using our Service. If you are transporting fragile items, please notify the Operator.
The User must report significant damage to any personal items during use of the Service immediately to Customer Care at 1 (855) MY ZTRIP (699-8747). We reserve the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
A clean, tidy vehicle is essential to continued success for our Operators. Damage caused by the User to the interior or exterior of a zTrip vehicle during a ride, such as vomiting or pet accidents, may result in a cleaning fee, dependent on the damage. Fees will be assessed and charged to the User only when applicable, and only after the User has been notified.
Rates will vary based on selected service type and distance traveled. When both the pickup and drop-off locations are entered at time of booking, a flat rate is quoted at the time of booking. Pricing is calculated based on expected distance. It will not change unless the details of the request changes before drop-off. If the User does not provide a drop-off location, and instead selects the “I Will Tell the Driver” option, he or she will be given a rate including the pick-up fee and additional per-mile fee. Tolls are included in the calculated cost of the ride.
Any fees incurred are charged at the time of booking and are refundable following the terms outlined in the Cancellation Policy above.
The following additional fees will be applied, as needed:
- Large items and excess baggage: $10.00 flat
- Extra Stops: $10.00 per stop
- Pets: $0.00
- Phone-based Reservation Fee: $2.00
Vouchers and Discounts
Vouchers and discounted future rides are not available for Users at this time. These maybe available from time to time and their use, terms and conditions will be established by the voucher and/or discount that is made available.
Use of the Service for airport transportation makes certain Users eligible for airline rewards points and miles. Complete details are listed on our Support page. Offer not valid for phone reservations. Your frequent flyer account number must be entered in the appropriate field at the time of booking in order to receive points or miles. Trip must be completed in order to be eligible. The name on the reservation must match the name on the frequent flyer account to qualify. Only one person per reservation may earn points or miles. Please allow 6-8 weeks for points or miles to post to your account.
CHILDREN AND MINORS
Infants and children are permitted. Each child will count as a single passenger, and take up one available seat. Children are not permitted to ride in laps and will likely require a child safety seat. We do not provide car seats at this time.
Users under the age of 18 are not permitted to use the Service without an adult guardian present for the entire duration. Operators may refuse service if a child is not old enough to ride alone, or is lacking an adult guardian.
Pets are permitted with advance reservations. All pets, excluding Service Animals, must be kenneled. Pets less than 25 lbs may be held in a lap carrier; pets larger than 25 lbs may require special arrangements. All pets must be properly secured within the carrier at all times.
Per ADA requirements, Service Animals are permitted on our vehicles. Please be mindful of vehicle size while booking rides with a Service Animal.
INTERNET ACCESSIBILITY AND DELAYS
Use of the Service may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communications. The Company and its partners are not responsible for delays, delivery failures, or other damage resulting from such problems or for delays or issues arising from incompatible devices.
CUSTOMER SERVICE CONCERNS AND FEEDBACK
Users are encouraged to notify us of their experience, good or bad. In the event of service failure, compensation is determined based on the nature of the incident and Users may receive compensation in the form of a partial or complete refund, reservation credits, or through other means. The Company is not responsible for amounts greater than the cost of the services booked.
When User provides information for travel, the User agrees that the information will be accurate. Additionally, it is the User’s responsibility to ensure download of the correct application for this Service. We are not responsible for mistakes made by Users while using the Service. This includes incorrect pickup or drop-off locations, requested pickup times, contact information – especially the phone number which is so critical to service delivery – or any other information entered while using the Service. Users are encouraged to consider the following while booking:
- Vehicle size is limited.
- Each passenger requires his or her own seat.
- Luggage must be stored securely in the rear of vehicle.
- Times of high demand will limit vehicle availability and speed of pickup.
- Our pet policy (above) requires all pets be kenneled