Contact

You can contact us by: For questions regarding billing, write to:
Whenever you have questions about your account or about our service, simply contact us. Our staff is always ready to help you.

Registration

To register for our service you need your national ID card and driving licence, both in effect, and a credit or debit card.
Signing up for our service is FREE. You only have to register and start enjoying the benefits of the service.
In order to be able sign up for ZITY you only need to be 18 years old and have a valid driving licence in order to drive passenger cars in the European Union and/or the European Economic Area or Switzerland.
We accept all European driving licences. Driving permits issued outside the European Union and/or European Economic Area will be accepted if they are accompanied by an International Driving Permit or a sworn translation of the national driving permit.
You can see these documents on our website, www.zitycar.es, and in the ZITY APP in the "About" section.
It is used to verify that the user who is signing up is the same as the holder of the Driving Licence uploaded to ZITY APP.
Once you have downloaded the free ZITY APP and provided us with a photo of your driving licence, your account will be verified and activated in the following 24-48 hours. When your ZITY account has been activated, you will receive a confirmation e-mail. From then on you can open a session in the ZITY APP using your e-mail address and password and begin enjoying the benefits of ZITY.

Account

Enter our ZITY APP with your e-mail address and password and go to the "Settings" section. There you can modify, at any time, your personal data: address, credit/debit card information, etc.
Each customer account is personal and non-transferable and acts as a contract between the customer and ZITY. The customer is held liable for anything that happens during the use of the account.
Get in touch with us at 91 150 11 18.

Reservation

You may have been making a reservation at the same time as another customer is trying to reserve the same vehicle. In that case, you can reserve another vehicle. If the problem continues, contact us at 91 150 11 18.
You can only reserve one vehicle at a time.
You can reserve the vehicle up to 20 minutes before you begin to drive it. There is no charge for the reservation period.
Check that you are at the address where the vehicle appears in the ZITY APP. If it is right, contact us at 91 150 11 18.
Try it again. If the problem continues, contact us at 91 150 11 18.

Use

The ZITY APP is available for FREE for iOS (version 10 or later) and Android (version 4.4 or later) in the Apple Store and Google Play, respectively. It requires an active internet connection to begin and end the hire. Support is provided for official distributions of the Android and iOS operating systems, but no support will be given for third-party variants of those platforms.
Incompatible with Android customisation layers:
• EUMI 3.0 (Huawei customisation layer)
• MIUI 8 (Xiaomi customisation layer)
We are available 24 hours a day, 365 days a year to help you with your journeys.
It's simple: open the ZITY APP, select the vehicle that suits you best on the map of the city, and tap "Reserve this car". Once you are next to the vehicle, select, "Open and begin journey" in the application and tap on "Open and begin". The vehicle will open automatically. Once inside, push the car's "START/STOP" button and begin to enjoy the benefits of your ZITY.
Close your User session and exit the ZITY APP. Log in again and try once more. If that does not solve the problem, contact us at 91 150 11 18.
If the vehicle is already damaged before the start of the hire, the customer must report the damage immediately through the ZITY APP. To do so, tap the "Damage" button before beginning to drive the vehicle, while still in the Reserve phase. You can also contact us at 91 150 11 18.
There is no key needed to use a ZITY. Just reserve and open the vehicle from your ZITY APP and, once inside, push the "START/STOP" button that is on the car's dashboard to the right of the steering wheel, and begin to enjoy the benefits of your ZITY. Whey you start the vehicle you will see the word "READY" on the car's instrument panel.
Our vehicles can only be driven by the User who has hired the vehicle to make a journey. Allowing third parties to drive the vehicle would breach the T&C and can involve a financial penalty.
You can travel wherever you want, as long as you observe the traffic regulations and our T&C. You can leave the ZITY Service Area, as long as you return and end your journey within our ZITY Service Area. Mind the level of the battery. With our vehicle you can also travel in the restricted traffic areas called "Areas de Prioridad Residential (APR)" in the City of Madrid. In addition, you can use the bus-HOV (“bus- VAO” in Spanish) lane even if there is only one person travelling.
The remaining range of the vehicle can be monitored directly from the ZITY APP or the vehicle's instrument panel. Keep in mind that the value is only an estimate and depends to a great extent on the type of driving you do with the vehicle. With a 100% charge, our vehicles have a real range of some 300 km in optimal driving conditions.
StandBy service provides the possibility of pausing the hire of your ZITY anywhere, inside or outside of the ZITY Service Area, while keeping the vehicle reserved in your name. The time the vehicle is in StandBy mode is billed at a reduced rate. (See ZITY Pricing Policy.) To activate/deactivate StandBy Mode, get out of the car and tap the button "Park / Continue" in the ZITY APP during your hire. When you lock the vehicle, the system will automatically change from the driving fee to the StandBy fee and vice versa.
The vehicles must be returned with a minimum battery range of 30 km. Ending the journey in the vehicle with a battery range of less than 30 km may bring with it an economic penalty for the User. You can see the range of the vehicle in the left-had part of its instrument panel at all times.
All Users are responsible for leaving the vehicle with a range of at least 30 km. If it reaches this level, you must park the vehicle safely in accordance with our parking rules and end the journey. Otherwise, you can apply a penalty for "low battery", according to that specified in the T&C. You can also go to one of our ZITY Car Parks.
If possible, park the vehicle or move it to a safe spot on the side of the street and call our customer service at 91 150 11 18. In the event that the vehicle is disabled in middle of the street, put on the reflective vest and safely put in place the emergency triangles you will find in the boot. Then call our Customer Service at 91 150 11 18. You must be aware that, in this event, there may be additional fees charged in accordance with our T&C.
Don't worry about recharging the ZITY vehicles. It is not the User's responsibility. Out service team is always working to ensure that the cars are charged up and available. Just remember that you must leave it with a battery range of at least 30 km.
You can end the hire in any public, free-of- charge parking spot accessible to everyone within our ZITY Service Area, always complying with the traffic regulations. Keep in mind that the S.E.R spaces in the City of Madrid (Blue Zone and Green Zone) are free for our vehicles. You can also end the hire in any of our ZITY Car Parks. Ending the hire is not permitted outside of the ZITY Service Area, in private car parks, in places reserved for people with a handicap, or in places with a time limit (e.g., loading and unloading areas [carga y descarga]).
Put the shift lever of the ZITY in the "P" position, set the handbrake, and push the "START/STOP" button on the dashboard to the right of the steering wheel. Be sure that the lights are switched off and all the doors and windows are fully closed. Once outside the vehicle, open the ZITY APP and tap the "End journey" button and then tap "Lock and end journey". Wait a few seconds and the vehicle will lock: your journey has officially ended.
Please, be sure the vehicle is switched off and that all the doors and windows are fully closed. If you continue to be unable to end the hire, contact us at 91 150 11 18. Our Customer Service will take charge of giving you appropriate instructions and managing the incident. We regret the inconvenience, but unfortunately, external factors (e.g., blockers) occasionally reduce our vehicle's ability to communicate.
All our vehicles are equipped with a charger where you can recharge your mobile phone. In any case, if your battery has gone dead and you cannot end the journey with the ZITY APP, contact us at 91 150 11 18 so our agents can help you end the journey.
Helping injured persons, if any, and securing the scene of the accident are the first priorities in these cases. If necessary, notify the 112 emergency service. If possible, move the vehicle to a safe spot on the side of the street. In the event that the vehicle is disabled in middle of the street, put on the reflective vest that is in the glove compartment, and safely put in place the emergency triangles you will find in the boot. Then, please call our Customer Service at 91 150 11 18 as soon as possible.
All the ZITY vehicles have a bag in the boot for collecting found objects left in the vehicle by previous users. If you find an item in one of our vehicles that does not belong to you, please leave it in that bag. Our customer service will take care of finding the owner or, in the event that nobody claims ownership of these objects, they will be donated to local social aid organisations.
Currently, the airport is not included in our ZITY Service Area. Nevertheless, if you want to pick up a friend or family member, you can leave the ZITY Service Area, as long as you return and end your journey within our ZITY Service Area. Mind the level of the battery. Remember that for this type of use, you can use the StandBy Mode.
Smoking is not permitted in the vehicles. For safety reasons and out of respect for other Users of our ZITY service, smoking is prohibited. If a customer or our service staff report evidence that there has been smoking in the vehicle, a cleaning fee will be charged to the customer responsible. Visit our website, www.zitycar.es to consult other additional charges.
Yes, as long as you comply with traffic regulations. Our vehicles have an ISOFIX fastening system that allows you to secure your seat easily. At the moment we do not provide seats for babies and/or children on board.
Yes, as long as you comply with traffic regulations. However, remember that the next person who uses the vehicle expects to find it clean, and so you have the duty to return it in good condition. If there is evidence of a lot of dirtiness in the inside of the vehicle, we will be forced to charge your account for the clearing service. Visit our website, www.zitycar.es, for information on the cleaning charges.
Yes, all our vehicles are equipped with a charger where you can recharge your phone.
The service is charged by the minute. The price per minute is indicated in our pricing policy (which can be consulted at www.zitycar.es). Likewise, the daily maximum fee is indicated in our pricing policy. The service time begins to be counted when you open the vehicle and ends when you end the journey from the ZITY APP. Please, consult the Pricing Policy of ZITY on our website. All prices include the applicable VAT.
You will find the needed documentation in the glove compartment.
First of all, we are sorry not to have provided the service you hoped for. Please, tell us the reason for your dissatisfaction so we can try to improve our service. Contact our customer service directly writing to hola@zitycar.es or calling us at 91 150 11 18. We have complaints forms available for all users in our offices in no. 42 Francisco Sancha Street, Madrid.

Insurance

ZITY vehicles have comprehensive coverage with excess. That is, in the event that the customer is liable for an accident or damage and has complied with the T&C of the service, ZITY will charge the customer the amount of the excess up to a maximum of €500. The cost of the insurance is included in the rental price.
The coverage includes:
  • Legal assistance and defence
  • Travel assistance
  • Assistance in case of Accident
  • Broken windows
The insurance covers all the occupants of the vehicle at the time of the accident or damage, as long as all the traffic regulations and the T&C have been complied with.
In the event that the customer is responsible for the damage, the excess will be applied up to a maximum of €500 as long as the user has complied with our T&C. In the event that the ZITY user has not complied with our T&C, the customer shall pay the whole amount of the repair.

Vehicle

The cars have the following devices:
  • Airbags
  • Automatic Transmission
  • Satellite navigation system (GPS)
  • Air conditioning
  • Backup camera
  • Parking sensor
  • ESP and ABS
  • Radio and Multimedia
  • Cruise control and Speed Limiter
  • Mobile phone charger

Billing

At the end of each journey you will receive an e-mail with a summary of the information of the service and the cost that will be charged to your payment card. The charge will be made in the following 48 hours.
It is not about an additional cost. It is a block of €0.01 for each journey or reservation you make and which is unblocked after 10 days have passed. This cent is never collected. It is only a verification that the account used for the reservation is working and has money available to make payment.
The rental fee starts to be counted from the moment you use the application to unblock the vehicle.
ZITY accepts VISA and MASTERCARD debit and credit cards. AMERICAN EXPRESS cards can be used soon. We do not yet accept prepaid cards.
You can change/update the payment data at any time entering "Payments and special offers" on the menu of our App. In the event that you account has been blocked, you can contact our customer service by e-mail at facturacion@zitycar.es or by calling 91 150 11 18 to solve the problem.
Download the fee policy here.

ZITY Car Parks

Refers to car parks ZITY has spread throughout the city where you can leave the parked vehicle after finishing your hire. Their locations can be found on our website.

ZITY APP

Refers to the ZITY application that can be downloaded from the Apple Store and Google Play to manage the entire service: hires, payments, etc.

Park / Continue

Refers to the buttons available in the ZITY APP you can use to lock and open the vehicle again, as many times as you want, while you keep it hired in your name. In this way you activate and deactivate the StandBy service.

StandBy

Refers to the service that offers you the possibility of pausing the hire of your ZITY anywhere, inside or outside the ZITY Service Area, keeping the vehicle reserved in your name. The time the vehicle is in StandBy mode is billed at a reduced rate. (See ZITY Pricing Policy.) To activate/deactivate StandBy Mode, tap the "Park / Continue" button on the ZITY APP during your hire. When you lock the car, the system automatically changes from the driving fee to the StandBy one and vice versa.

T&C

Refers to the Terms and Conditions you accept when you finish registering in the ZITY APP. These Terms and Conditions will be accessible both in the ZITY APP and the website www.zitycar.es.

ZITY Service Area

Refers to the area or areas within which a hire may be ended and the vehicle freed up for other ZITY Users. You will see these areas in green on the map you can see in the ZITY APP. ZITY vehicles can also be used outside the ZITY Service Area and even parked there in StandBy mode, but the hire cannot be terminated there.

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