Terms & conditions

REGISTRATION TERMS AND CONDITIONS

1. If the Driver does not meet our Driver Qualification Criteria or does not agree to these terms and conditions then the Driver may not, under any circumstances, access or use any vehicles from EZOO.
2. By successfully completing the registration process, signing our hire agreement (if a consumer or business customer) and using or taking delivery of an EZOO vehicle; the Driver confirms that the Driver Criteria have been met.
3. Drivers will strictly adhere to all user and other conditions relating to the use of an EZOO vehicle listed below.
4. Enquiries related to these terms should be made via email at hello@ezoo.uk.
5. EZOO reserves the right to change its Registration Terms and Conditions from time to time, the most current version can be accessed on the website.
6. EZOO will give notice of change of terms to Drivers in a timely manner and EZOO “change of terms” notices will be considered given when such notice is:
6.1 Indicated and accessible from the first page of the EZOO website.
6.2 Provided by email to the Driver’s email address.
7. The Driver may terminate their contract with EZOO within fourteen (14) days of delivery of a change of terms notice.
8. A change of terms notice will be deemed to have been accepted by the driver after fourteen (14) days of delivery of notice.
9. If a Driver informs EZOO in writing that he or she wishes to terminate this Registration Agreement, this Agreement will end the earlier of thirty (30) days after receipt of Driver’s notice of termination or, if an EZOO vehicle is on hire to the Driver at the time such notice is given, the end of the hire agreement (whichever is sooner).
12. If EZOO terminates this Agreement for a reason stated under the section headed Termination below, ALL hire agreements will also be terminated by EZOO.

DRIVER QUALIFICATION CRITERIA

A named Driver must meet the following criteria:

Minimum 25 years of age with 12 months driving experience with a full UK Driving License. EU licenses accepted but will be subject to an additional processing fee.

Minimum 30 years of age with 12 months driving experience with a full UK Driving License (for Tesla). EU licenses accepted but will be subject to an additional processing fee.

Driving license must be valid for at least 1 year

Maximum 75 years of age

A UK resident for at least 1 year

YOU MUST CONFIRM YOU DO NOT have any of the below:

Persons who have been disqualified from driving during the last 36 months and/or who have more than 6 points on their driving license and/or any of the following offence codes:

1. Theft or unauthorised taking UT
2. Drink or Drugs DR or DG
3. Dangerous Driving DD
4. Enquiries related to these terms should be made via email at hello@ezoo.uk.
5. Driving whilst uninsured IN
6. Accident Offences AC
7. Careless Driving CD
8. Licence Offences LC30-50
9. Miscellaneous MS50-90
10. Mutual Recognition MR
11. Special Code/Totting Up TT

Persons who have had their insurance declined and/or renewal refused and/or insurance or cover cancelled by any motor insurance.

Persons who have been involved in more than one fault incident within the last 3 years.

Persons with a current criminal conviction that is not spent under the Rehabilitation of Offenders Act 19746.

Carriage of passengers or goods for hire and reward including ride-hailing &/or food delivery within the GIG economy &/or any carriage of goods or persons for any form of profit or remuneration.

For Personal contracts, using the vehicle for any commercial gain, business or occupation outside of travel to and from a place of permanent employment, occasional other journeys to employment meetings that are not intended for direct personal gain or use for social, domestic or pleasure.

Driving by any person other than the hirer who has completed a rental agreement for the period of cover concerned, unless off-hire has been agreed and is included in your schedule.

Driving by any person who is not a British or EU citizen.

No more than 6 penalty points in the last 3 years.

All major motoring convictions must be referred.

Not banned from driving within the last 5 years.

No more than 1 fault claim within the last 3 years.

Have been refused motor vehicle insurance or continuance thereof.

Use the vehicle on safari or an off-road adventure trail or any form of motor racing.

Have suffered from any disability or medical condition which has not been notified to the DVLA or which has been notified and resulted in the refusal of a driving license.

Any disability or condition that the DVLA are not aware of.

Have during the last 10 years been convicted of or has a pending prosecution for any criminal offence.

The above criteria are the minimum standards that we can accept at EZOO, however, please note this does not automatically qualify you to drive an electric car with us as we must adhere to several other requirements.

Satisfying the eligibility criteria does not automatically give an applicant the right to become an EZOO Driver:

1. Acceptance of the Driver’s registration application is subject to approval by EZOO at its sole discretion.
2. An application may be denied based upon additional criteria established from time to time by EZOO and its insurance providers.
3. A Driver may, at EZOO’s sole discretion, be restricted from driving certain EZOO vehicles based upon the Driver’s driving history and experience.
4. EZOO reserves the right to terminate the contractual agreement without notice for any breach under the qualification criteria, which will be deemed to be a breach of a material term under the Termination section below
5. The Driver must accurately, truthfully, and fully complete the application process and deliver all information and documents required under the application process.
6. The Driver must accurately, truthfully, and fully inform EZOO of any changes to the criteria listed above or of any other reason that might affect qualification at any time after and during the hire of an EZOO vehicle.

MONITORING DRIVER CRITERIA

1. For the duration of this Agreement, EZOO will monitor a Driver’s continued compliance with the Driver Qualification Criteria. In order to do so, EZOO may ask a Driver for a DVLA check code in order that EZOO may access the Driver’s DVLA records and ask the Driver to re-confirm compliance with the Driver Criteria. EZOO will limit the frequency of its requests to no more than once a month unless EZOO becomes aware of a road traffic offence that gives EZOO reasonable cause to undertake an additional DVLA check.

ONBOARDING FEE

An onboarding fee will be charged at the point of booking to cover our administration expenses.

SECURITY DEPOSIT

A Security Deposit may be charged at the point of booking.

SUBSCRIPTION PACKAGE

The Vehicle is provided for hire inclusive of (a) fully comprehensive insurance, (b) maintenance of the Vehicle, being regular service or maintenance in line with manufacturer recommendations including Roadside Assistance.

MILEAGE LIMITS AND WHAT HAPPENS IF YOU EXCEED THEM

Your hire or lease agreement will detail the mileage included with your package. For subscriptions, this is measured monthly, and for lease agreements, this will be measured at the end of your agreement. If you exceed your mileage allowance as listed in your agreement, you will be charged an excess mileage fee per mile, which depends on the vehicle. The specific rate per mile will be listed in your agreement or in your agreement tracker if you have signed a Master Hire Agreement.

If you regularly exceed your mileage allowance by more than 25% per month we will suggest you move to a higher package, or reduce your monthly miles travelled. If you continue to exceed your allowance by more than 25% without reducing your miles travelled or moving to a higher mileage package, we reserve the right to terminate your agreement, to avoid a high excess mileage payment and potential financial difficulty this may cause.

ADDITIONAL DRIVERS

Once authorised by EZOO, a Driver must not allow any other person to drive an EZOO vehicle unless the person has been added as an Additional Driver via the link sent to the person directly by EZOO and the additional cost has been added to the original contract.

USE WITHIN THE UK BUT OUTSIDE THE MAINLAND

Customers are permitted to drive our vehicles to and from any area within the UK, including outside of the UK Mainland (including Northern Ireland, Isle Of White & Scottish Islands) without the need for prior notification to EZOO.

Unfortunately, at this time, while us customers are allowed to use cars taken through us within these areas unfortunately at this time we are unable to serve customers who are residents outside of the UK mainland. This exclusion is due to a range of factors, including but not limited to logistical challenges, insurance limitations, and service delivery constraints.

NON-UK TRAVEL PERMISSIONS

If you wish to take an EZOO vehicle outside of the UK including the Isle of Man, Jersey, Guernsey and Republic of Ireland, mainland Europe and Switzerland, please contact us at hello@ezoo.uk. We will provide details on how you can obtain a VE103. This permits you to use the vehicle outside the UK. Please allow a minimum of 21 working days to complete this form before your intended journey. You will also require a ”green card” evidencing that the vehicle is insured for use outside the UK.

You will be required to take out your own insurance cover and roadside assistance package for travel outside of the UK including Northern Ireland See our website for the applicable charges.

A Driver may need an International Driving Permit in some countries, please check the Gov UK website.

USE OF PERSONAL DATA

1. EZOO will collect personal information from Drivers during our relationship. Drivers must read our privacy notice and cookie policy for full details on how we will use the personal information we collect from Drivers. More information is available on its website.
2. EZOO track all EZOO vehicles for security reasons and will collect personal information from Drivers during the period of hire.
3. EZOO may provide personal information of Drivers to our logistic providers, the DVLA, local authorities and other relevant organisations seeking to collect any fines or penalties including private parking operators. EZOO does not appeal any fines. All fines are paid upon receipt
4. EZOO may use telematics to track certain aspects of driving behaviour. This information will be used to allocate each Driver with a score (“Driver Score”). A poor Driver Score may trigger a further investigation into a Driver’s driving behaviour and treatment of an EZOO vehicle. See the section on Driver Performance in the section below.

CARE OF YOUR EZOO VEHICLE INCLUDING INSURANCE EXCESS

Care of an EZOO Vehicle

1. The Driver is responsible for how the vehicle is driven. Road Traffic and other offences committed under the Road Traffic Law that can be directly attributed to the Driver will be the responsibility of the Driver, including the payment of any fines or penalties along with EZOO’s administration charge.
2. EZOO includes insurance as part of its standard hire package and the Customer’s liability for damages in the event of an insurance claim will generally be limited to the standard damage excess charge as stated in the Hire Contract.
3. EZOO’s insurance cover satisfies the requirements of the relevant law applicable in Great Britain to insure against liabilities for death, bodily injury and property damage caused by, or arising out of, the use of a vehicle on the road in Great Britain only.
4. EZOO’s insurer’s significant exclusions and limitations are:
4.1 Loss or damage to the Vehicle arising from theft or attempted theft if the Driver has left the vehicle unlocked and active.
4.2 Accidental death of or injury to any person when a third party is liable.
4.3 The cover provided for damage to property involving an EZOO vehicle is limited to £20,000,000 in respect of any one occurrence or series of occurrences arising out of one event.
4.4 EZOO’s insurance coverage does not include coverage for any loss of, or damage to, any goods in or on the vehicle or in or any goods in or on any third-party vehicle.
5. Driver agrees to comply with the above-stated insurance exclusions and limitations and will be responsible for the full cost of any accident or incident including all damages incurred if EZOO’s insurance is invalidated due to a breach of these terms and conditions by the Driver.
6. Any breach of the “Prohibited Use” terms and conditions contained in Schedule 1 below may invalidate EZOO’s insurance cover and will be regarded as a material breach of this Agreement which may result in termination of this Agreement.
7. The Driver is responsible for the safe installation of vehicle accessories that will be used during the hire period (and removed at the end of the hire period) and must check their condition before each use.

Insurance Excess

8. Drivers must comply with the Accidents and Collision Procedure as set out in Schedule 2 below
9. If the Driver is involved in an incident whilst in charge of an EZOO vehicle, a charge will apply (Insurance Excess). The amount of the Insurance Excess will be stated in the Hire Agreement but is currently £2,000.
10. Windscreen and glass replacements have an excess of £295.
11. Whether the Driver is the hirer or an additional listed driver, the Insurance Excess will be charged to the Contracted Driver after prior notification using the debit or credit card that the Driver has used to register with EZOO.
12. If EZOO’s insurers recover the Insurance Excess from the third party’s insurers on the conclusion of an investigation by EZOO or its Insurers, the customer will receive a full refund of the Insurance Excess.
13. If you’ve been involved in an accident, we will do our very best to assist you. If it’s a non-fault accident, a replacement vehicle will be provided by our Accident Management Supplier for non-fault accidents. Unfortunately, we are unable to provide replacement vehicles in the event of a fault accident.

DURATION AND TERMINATION

1. The Contractual Agreement shall commence upon EZOO sending a confirmation email to the Driver along with the first payment for the Onboarding Fee and security Deposit (if applicable) and the First Month’s subscription payment will be taken by EZOO. It will continue for the agreed term of the contract.
2. EZOO may terminate this Contractual Agreement on giving written notice should the Driver fail to comply with any material term or condition specified in the contract.
3. EZOO, upon written notice to the Driver, acting reasonably, may also terminate the contract should the Driver engage in any conduct or activity that EZOO deems inappropriate, negligent, offensive, abusive or otherwise unacceptable and for poor Driver performance.
4. The Driver, upon written notice to EZOO, may also terminate the contract after a change of terms, if the Driver is using an EZOO vehicle at the time the Driver gives notice the contract will terminate at the end of the subscription period.

GENERAL PROVISIONS

1. All terms and conditions in the EZOO Contractual Agreement are governed by and shall be construed in accordance with the laws of England & Wales.
2. If you are a consumer and live in Scotland you can bring legal proceedings in respect of the contract in either the Scottish court or the courts of England & Wales.
3. The contract is personal to the Driver. The driver may not transfer his or her rights and obligations under it to any other person. EZOO may transfer or assign any of our rights and/or responsibilities under the contract to any other person at any time.
4. EZOO may decide, from time to time, not to enforce some or all or any of its rights under the contract. If it does so, EZOO will not be prevented from subsequently enforcing those or other rights.
5. If the Driver has any questions or complaints about an EZOO vehicle or otherwise, please write to us at hello@ezoo.uk.
6. If you have a complaint, we will attempt to settle this amicably and to the satisfaction of both parties. Our complaint resolution process will be conducted in strict confidence and will be the subject of a review by a senior manager. If a settlement is reached, such settlement will remain confidential to the parties.

SCHEDULE 1: PROHIBITED USES

The use of an EZOO vehicle is prohibited under the following conditions

1. Use of an EZOO vehicle off-road, or for racing, pacemaking, testing the vehicle’s reliability or speed, teaching someone to drive or in connection with motor rallies, competitions or trials.
2. Use the vehicle on safari or an off-road adventure trail.
3. Use an EZOO vehicle for private hire or otherwise profit from the use of the vehicle as a taxi or a courier
4. Towing of any trailer or other vehicle.
5. By any person who is under the influence of alcohol or any drug or medication under the effects of which the operation of a vehicle is prohibited or not recommended.
6. In the carrying out of any crime or for any other illegal activity or purpose.
7. In an imprudent, negligent, or abusive manner or any other abnormal use of the vehicle.
8. By any person who has provided EZOO with false information or whose representations are determined to be false including, without limitation, regarding his/her name, age, or address.
9. Carrying more passengers than the designed seating capacity of the vehicle.
10. Carrying baggage or other items that would cause the vehicle to be overloaded.
11. Carrying or transporting any hazardous, toxic, flammable, dangerous or illegal materials.
12. Driving while using a mobile communication device that may distract you from driving, including driving while texting, emailing, using a cell phone without a hands-free device or otherwise engaging in similar activities that may be prohibited by applicable law
13. Smoking is strictly prohibited in an EZOO vehicle.
14. You can take your pet in your EZOO car. You must ensure that your pet leaves no scratch marks, dirt, or hair behind. You will have to pay an additional cleaning fee if this happens. For safety, we always recommend using a transport box for your pet and placing it in the boot. 15. Drivers must not make any modifications to an EZOO vehicle.
16. Disconnect the vehicle from the internet.
17. Disconnect passenger airbags or assisted braking/autonomous emergency braking or other manufacturer safety features.

SCHEDULE 2: OPERATING PROCEDURES AND DRIVER’S OBLIGATIONS

Vehicle Delivery

Vehicle On-Hire:

Maintenance

3.1 Any warning lights that stay on after the ignition is engaged
3.2 Indication of leaking fluids near the vehicle
3.3 Cracks or chips in the windscreen
3.4 Missing or inoperable signal or driving lighting
3.5 Broken or missing rear-view mirrors
3.6 Any other condition that may render the vehicle unsafe to operate
3.7 If you observe any damage during your use of the vehicle you are required to inform EZOO of such damage

Tyre damage

9. EZOO will replace the vehicle tyre if the tread is below 2mm.
10. Tyre puncture repairs are not included and if a tyre technician deems a tyre unfit for use or unrepairable, the tyre will have to be replaced and will be charged.
11. A replacement tyre must be a new tyre, fitted by a tyre technician and must match the brand and specification of the original tyre.
12. A call-out fee may apply for tyre repairs or replacements in the event the repair or replacement is required urgently or at the roadside.

Roadside Assistance

13. EZOO provides 24/7 Roadside Assistance support as part of our service. If required, call the emergency number provided in the glove box of your vehicle.
14. Unusual noises or driving feel or any other problems, including but not limited to; warning lights, indicators, inappropriate or strange engine or other mechanical sounds, performance changes or unusual driving feel, must be reported to EZOO at hello@ezoo.uk.
15. Failure to report such irregularities during the use of an EZOO vehicle may result in an investigation which could lead to the Driver’s suspension or termination of the contract as well as the Driver being found responsible for any damages resulting from the continued use of the vehicle despite such irregularities.
16. All breakdowns, accidents or similar incidents involving EZOO vehicles must be reported to EZOO immediately by phone at 0203 9500 270 or email hello@ezoo.uk in the first instance.
14. Unusual noises or driving feel or any other problems, including but not limited to; warning lights, indicators, inappropriate or strange engine or other mechanical sounds, performance changes or unusual driving feel, must be reported to EZOO at hello@ezoo.uk.

Vehicle Return

1. Customers will be charged for the hire of the vehicle until the vehicle has been delivered to us at the agreed EZOO Hub or collected by us and signed for by the Driver on our Collection App.
2. Drivers must ensure the interior and exterior of the vehicle is clean on return. Additional cleaning may be required if we have permitted you to carry pets in the vehicle and if not done, a charge may be applied.
3. Drivers must ensure the vehicle is free from damage (outside of fair wear and tear), when returning their vehicle. The vehicle will be appraised on return to EZOO and we reserve the right to charge for the costs associated for any repair and refinishing to bring the vehicle back to the same condition it was in when it was delivered. EZOO is a member of the British Vehicle Rental and Leasing Association (BVRLA), which means we follow their guidelines to ensure we are fair and consistent.
4. The Driver must check that he or she has not left any personal belongings in the EZOO vehicle. Personal belongings left in the vehicle remain your responsibility at all times and we accept no responsibility for such.
5. All loose items, including but not limited to, charging cables, parcel shelves, floor mats etc, must be returned with the vehicle.

Stolen Vehicles

Road Traffic collision and Other Incidents

1. In the event of a collision or other incident, as soon as reasonably practicable, the Driver must report the collision or incident to EZOO and its insurers. Please call EZOO at 0203 9500 270 and also email at accident@ezoo.uk
2. Depending upon the severity of the collision or incident, the Driver may also be required to fill out and obtain an official police report form.
3. Drivers must provide to EZOO and any claims adjustment service, the findings of any uninsured third-party driver report or any notice relating to a claim or a lawsuit against EZOO regarding any collision or incident involving an EZOO vehicle.
4. Drivers agree to cooperate fully with EZOO and its insurers in the investigation and defence of any claim or lawsuit.