Terms & Conditions

These Terms & Conditions ("Terms") are an agreement between you and Zap Co. ("Zap") covering your use of the Zap website, rider and Zapper dashboards, scheduled commute rides, Zap Now on-demand rides, package deliveries, store orders, and the notifications we send you. By creating an account you agree to these Terms.

1. Accounts

You must be 18 or older to use Zap. Riders create their own accounts and must verify their email address. Zapper accounts are created only by a Zap administrator; Zappers may not self-register. You are responsible for the accuracy of the information you provide — including your phone number, photo, and addresses — and for keeping your login credentials confidential. A valid payment method is required to complete rider sign-up and to schedule or request trips.

2. The Zap services

• Commute schedules. Zap generates rides from the weekly schedule you publish and asks you to confirm before each pickup. Schedules are visible to Zap Zappers and administrators so a Zapper can plan your pickup.
• Zap Now rides and packages. On-demand jobs are offered to nearby Zappers for a limited window each. If no Zapper accepts, the job is escalated to Zap staff or cancelled.
• Store orders. Zappers shop for and pay for the items you select using a Zap-issued payment card, then deliver them to you. Item availability, prices, and substitutions are controlled by the store, not by Zap.

Availability is not guaranteed for any specific day, time, service, or merchant.

3. Location sharing and live tracking

Zappers may enable location sharing while a job is active so riders and Zap can see live position and accurate ETAs. Location sharing requires the Zapper's browser location permission, applies only during an active job, and stops when the job ends or the Zapper turns it off. Riders may create a shared trip link that lets anyone with the link view that trip while it is in progress; you are responsible for who you send it to. Do not use location data or shared trip links to harass, stalk, or surveil anyone — doing so is grounds for immediate termination. See our Privacy Policy for details on how location data is collected, used, and retained.

4. Pricing, payments, and holds

• Zap Now prices are quoted upfront based on distance, time, and current traffic and may change if the trip details change. Scheduled commute fares and commute pass prices are set by Zap and shown before they apply.
• Your saved card is charged automatically when a trip is completed. By saving a card you authorize Zap to charge it without you being present for completed trips, passes, and store orders.
• For store orders, Zap places an authorization hold covering the estimated items, store markup, delivery fee, and a variance buffer, then charges only the actual receipt total plus fees. Unused hold amounts are released by your bank on its own schedule.
• Commute passes are prepaid ride credits. Unless stated otherwise at purchase, passes are non-refundable and unused credits expire at the end of the pass period.
• Receipts for every trip and order are available in your Zap history.

5. Cancellations

You may cancel a scheduled ride or a Zap Now job before a Zapper begins the trip. Store orders can no longer be cancelled once the Zapper has purchased the items, and you remain responsible for the receipt total in that case.

5.1 How a Commute Pass may be used

A Commute Pass is a discounted commute, not a discounted round trip. Each leg covered by the pass must start or end at the work or school address saved on the rider's profile — this applies to every rider, including college and adult students as well as Zap Kids.

A day's two legs must be at least four hours apart. A Zapper drops you off and leaves; Zappers do not wait between the legs of a commute. An early pickup requested through the app is a normal use of the pass and does not count against this rule.

You may change the pickup or drop-off address on an upcoming commute leg. When you do, that leg is re-priced for the new route at your Commute Pass rate — you keep your discount and are charged the difference for that leg only. A commute leg cannot be changed once it is under way; book a new Zap for a different destination.

Legs that do not meet these conditions are charged at Zap's standard rate for the route and the pass discount for that leg is reversed. We notify you when that happens. Repeated misuse may result in the pass being ended and the account closed under section 10.

6. Zap ID verification and prohibited items

Riders read their Zap ID to their Zapper before a ride begins, and deliveries require the same Zap ID at drop-off. Do not send illegal, hazardous, perishable-critical, age-restricted, live, or high-value irreplaceable items through Zap Postal. Zap Zappers may refuse any item or store purchase that appears unsafe or unlawful.

7. Rider and Zapper conduct

• Be on time, courteous, and lawful during every trip.
• Use in-app messaging only for the active trip. Messaging closes when the trip ends, and attempting to contact the other party afterwards through Zap is not permitted.
• Do not misuse the platform, interfere with it, or attempt to access other users' data.
• Do not misuse safety alerts, emergency contacts, or Zap-issued payment cards.
• Zappers must hold a valid license and insurance and follow all traffic laws.

7.1 Drop-off and delivery photos

Drop-off and delivery photos are captured only through Zap's in-app camera — never selected from a Zapper's device gallery or taken with the device's own camera app. Each photo carries a visible Zap watermark and a timestamp confirming it was taken through the app for that specific trip.

These photos are Zap's property, created to document a completed drop-off and to protect both riders and Zappers if a delivery is ever questioned. Zappers may not screenshot, screen-record, copy, or otherwise retain a drop-off photo outside the Zap platform, and may not use it for any personal or unrelated purpose.

8. Notifications

Zap sends trip notifications — Zapper assigned, on the way, arrived, message received, confirmation requests, and trip summaries — to your Zap dashboard and to the email address on your account. Notifications are part of the service and are not marketing messages. Zap does not send SMS text messages. Your contact information is never shared with third parties for marketing purposes.

9. Ratings and reviews

After a completed trip you may rate the service and leave comments. Reviews must be accurate and must not contain unlawful, harassing, or personally identifying content about other users. Zap may remove reviews that violate these Terms.

10. Suspension and termination

You may stop using Zap and request account deletion at any time. Zap may suspend or terminate accounts that violate these Terms, misuse payment or location features, or create a safety risk for riders or Zappers.

11. Disclaimers and limitation of liability

The Zap service is provided "as is" without warranties of any kind to the fullest extent permitted by law. ETAs, quoted prices, and map positions are estimates and may be inaccurate. Zap is not liable for indirect, incidental, or consequential damages, or for missed trips, store item availability, or delayed or undelivered notifications.

12. Changes to these Terms

We may update these Terms. Continued use of Zap after an update means you accept the revised Terms.

13. Contact

Zap Co. — thezapcompany@zapapp.app.