Before You Start
What are the Rules for riding scooters?
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You cannot:
1) Use the service under the influence of any drugs or alcohol
2)Ride on footpaths or pavements.
2) Have more than one person on a scooter at a time
3) Rent a scooter on behalf of someone else.
What time is the service active?
In Somerset and Buckinghamshire, our service operates between 5:00 a.m. - 10.30 p.m. every day. In North Devon, our service operates 24/7.
How can I set up a profile on the App?
1) Download the Zipp Mobility app from the App Store or Google Play.
2)Create an account.
3)Add your payment method.
4) Unlock a scooter on the map to begin the license verification process, take a selfie and get verified.
5) You are good to go!
What age do I have to be?
You must be 16 years or over.
Do I need a driver’s licence?
Yes. You must have a current, valid driver’s licence (a learner/provisional licence is acceptable) to use the service.
Is there a weight limit?
Yes. The weight limit is 110kg or 242 lbs.
Am I insured?
Yes. You are covered under our Rider Liability Insurance. This protects you against damages to third parties. You are covered up to a certain amount for material damages and unlimited for bodily injury to a third party.
You are also covered under our Personal Accident insurance. Users are protected up to a certain amount in the case of:
1)Accidental death;
2)Permanent disability;
3)Temporary total disability;
4)Repatriation due to accident.
How to Ride
How do I start my first ride?
1) Locate the nearest scooter on the app.
2) Scan the QR code.
3)Follow the instructions and verify your driver’s licence if you haven't already.
4) Begin your ride.
How do I start the scooter?
Once you have scanned the QR code, kick off with one foot and press the accelerator.
Where can I ride?
You may ride the scooters inside the service area. This is indicated by the colour green on the map in the app. You must only ride on the road and within cycle-lanes.
What are Restricted Zones?
These are areas where the use of scooters is not allowed. This is indicated by the colour red on the map in the app.
What are Slow Speed Zones?
These are areas where the scooter speed will automatically be reduced. This is indicated by the colour orange on the map in the app.
Can I pause my ride?
Yes.
Are there pause fees?
Yes. The pause fee in Somerset is 10p per minute. The pause fee in Buckinghamshire is 12p per minute. The pause fee in North Devon is 14p per minute.
Why would I pause my ride?
Pausing your ride means nobody else can take the scooter. This is handy if you need to drop into the shop.
Problem with my Ride
My licence verification wont work. What do I do?
If your licence will not verify after 2 attempts please email customer.service@zippmobility.com:
(a) a photo of the front and back of your licence; and
(b) a selfie.
My driver’s licence doesn’t have a photo. What do I do?
Email customer.service@zippmobility.com:
(a) a photo of front and back of your licence;
(b) a photo of some form of photo ID; and
(c) a selfie.
My driver’s licence doesn’t have a photo. What do I do?
Email customer.service@zippmobility.com:
(a) a photo of front and back of your licence;
(b) a photo of some form of photo ID; and
(c) a selfie.
I am not able to end my ride. What do I do?
You must end your ride in the designated parking zones. These are indicated by blue boxes in the app and by painted bays on the ground. If you are in a designated parking bay but you cannot end your ride, please raise a ticket in the support section of the app and customer service will fix this for you.
My scooter won’t work. What do I do?
If your scooter stops working: 1) Please end your ride. 2) Raise a ticket in the app or email customer service at customer.service@zippmobility.com with the QR code and the scooter licence number. 3) Start a ride on a new scooter. We will refund your ride once we have confirmed the scooter issues.
I have unlocked the scooter but it wont move. Why is this?
There are three reasons why this may happen.
1) Restricted Zones
The scooter may be in a Restricted Zone. If this is the case the scooter will be beeping. Please check the app and walk the scooter out of the Restricted Zone.
2) Outside the Service Area
The scooter may be outside the service area. If this is the case the scooter will be beeping. Please check the app and walk the scooter back into the service area.
3) Hardware Error
If the problem persists please raise a ticket in support section of the app and choose another scooter!
If your scooter stops working:
1) Please end your ride.
2) Raise a ticket in the app or email customer service at customer.service@zippmobility.com with the QR code and the scooter licence number.
3) Start a ride on a new scooter. We will refund your ride once we have confirmed the scooter issues.
My scooter won’t work. What do I do?
If your scooter stops working:
1) Please end your ride.
2) Raise a ticket in the app or email customer service at customer.service@zippmobility.com with the QR code and the scooter licence number.
3) Start a ride on a new scooter. We will refund your ride once we have confirmed the scooter issues.
I damaged a scooter. What do I do?
Contact support through the Support section and tell us what happened. Your safety is our number one priority, so we want all scooters to be in excellent condition at all times.
I have been charged the wrong amount. What do I do?
We are sorry if this happens. Please raise a ticket in the Support section of our app and we will refund you.
Payments
How much does the service cost?
There is a fixed unlock fee of £1.30 plus a variable cost per minute. In Somerset, the cost per minute rate is 30p. In Buckinghamshire, the cost per minute rate is 30p. In North Devon, the cost per minute rate is 30p.
How do I pay?
After registering for our app, you can add a payment method to your account. To do this, open your profile in the app, click on the payment method and chose the best option. You can choose from Mastercard, Visa or American Express.
I have been charged the wrong amount. What do I do?
We are sorry if this happens. Please raise contact Support through our app and we will refund you.!
Where is my receipt?
You can access the receipts for your Zipp rides directly in the app. You will also receive an email with a receipt immediately after your ride.
How do I get a refund?
Please contact Support through the app and we will refund you. If you are having issues processing your refund please contact info@zippmobility.com.
How do I upload my card details?
To do this, open your profile in the app, click on Payment Method and chose the best option. You can choose from Mastercard, Visa or American Express.
How long do refunds to my bank account take?
If you are due to receive a refund, please allow 5 to 10 business days for the refund to process and appear in your bank account.
Reporting
Have you witnessed Scooter Misuse?
If you see someone misusing one of our scooters, please email us at info@zippmobility.com!
Problem with the Scooter?
If you notice a problem with one of our scooters, please report it through the Support section of the app or email us at info@zippmobility.com.
Problem with the App?
If you notice a problem with our app, please report it through the Support section of the app or email us at info@zippmobility.com.
