Help Center

HOW CAN WE HELP?

Rider Lost an Item

In case you are a Driver, check to see if a User / Rider forgot something after every ride. If you find any lost items afterwards, please follow these guidelines:

  • Take the item to the Zoctu office at your earliest convenience within 24 hours
  • Make arrangements to return the item if the User / Rider contacts you, without a charge
  • Return the item to a Zoctu office if a mutual agreement could not be reached with the User / Rider

In case you are a Service Provider, ensure that the space / area you worked in is as expected by the User, and involve the User while doing so. If you there any discrepancies, please follow these guidelines:

  • Inform the Zoctu office at your earliest convenience within 24 hours
  • Make arrangements to rectify the discrepancy, with the permission of the User
  • Visit the Zoctu office if a mutual agreement could not be reached with the User

Your professionalism is highly appreciated.

 

Activity Score Calculation

The Zoctu activity score gives you an overview of your level of engagement / activity per day. It is calculated based on the last 100 jobs / rides and it is updated with each new job / ride.

If you accept and complete every job / ride successfully, your engagement / activity score will be adjusted positively as long as you have not rejected or cancelled 20% or more of the jobs / rides. If 20% of the last 100 jobs / rides have been rejected, then your account will be automatically blocked by the system.

To check your activity score:

  • Move the slider up on the Home screen
  • Tap Activity

This view has 3 different tabs:

  • The Hours tab shows the sum of your waiting and driving hours
  • The Rides tab shows the number of all finished rides from all incoming requests. You can choose between a percentage or a proportional view by tapping on the score bubble.
  • The Cancels tab shows the reasons for the 50 most recent cancelled rides + pro tips on how to improve your activity!

All of these tabs can be toggled to show the data of the current week, past weeks or past 3 months. You can also see different days separately by tapping on the blue bars representing them.

Note: If you cancel with the reason 'client did not show' after 5 minutes of waiting for a rider, your activity score will not be affected.

 

Improving Ratings

Riders can rate their driving experience after every ride. The last 100 ratings are calculated to give your average score. The calculations are updated with every rated ride you have. 

Here are some tips to help with higher ratings:

  • Be generally nice and polite
  • Help open the boot or car door for riders with luggage
  • Have a professional conduct during challenging situations or disputes 
  • Always ask the rider if they would like the air-condition or the radio to be switched on/off
  • Have charger cables for Apple and Android devices
  • Keep your car clean
  • Have a deodorant with you and use at regular intervals
  • Keep some mints or sweets in your car
  • Have an AUX cable

 Provide high-quality service to your riders to keep your ratings high!

 

Enable/Disable Back-To-Back Rides

To disable back-to-back ride option, please follow the same instruction:

  • Accept the ride
  • Make sure destination is entered
  • Go to the menu and disable by tapping the Red button next to Accept next ride

Note: Back-to-back rides are always on by default. 

 

Waiting for a Rider

When a rider has not arrived 4-5 minutes after reaching the pick-up point, make sure to call them. You can find the option to call the rider when you click on the three stripes in the upper right corner.

If a rider requires more time to show up, offer to start the ride while you wait. If a rider refuses this option, you may choose to wait longer or politely inform the rider that you will be unable to wait.

Note: If you are unable to reach the rider via phone, then you can cancel the ride after 5 minutes

  • Your activity score is not affected if rider does not show up after 5 minutes and you cancel with the reason 'client did not show'

 

Starting and Driving to Pickup

To start using the app, log in with your chosen username and password. You receive your login details directly to your email after your driver-partner application has been approved.

  • Swipe right to go online and set your driving radius
  • When you get a ride request, you will instantly see the pick-up address, the distance to the rider and the estimated time of arrival
  • Swipe right to accept the request - you have 30 seconds to do so.
  • When you have reached the rider's pickup point, swipe right to notify the rider about your arrival

 

Driving with a Rider

After starting the ride:

  • If the client enters no destination, add it yourself by clicking on the magnifying glass icon in the upper left corner. A blue arrow will appear instead of the magnifying glass.
  • If the destination has been added, you will see a blue arrow icon in the upper left corner. Click on the blue arrow icon to see the correct route.
  • You can navigate with Waze or Google Maps from the menu bar.
  • Once you have arrived at the destination, swipe END RIDE button.
  • Always double-check a destination with the rider. If there is more than one way to get to the destination, ask the rider for a preferred route.

 

Rating a Rider

When you end a ride and confirm the fare, you will be requested to rate your rider by giving him 1 to 5 stars. In a case of a low rating, you will have to leave a comment as well. 

See the steps below:

  • Swipe to the right to end the trip
  • Swipe right to confirm the price
  • Give stars, comment and confirm

 

Rider Misconduct

  •  
  • We expect mutual respect between riders and drivers, and we hope that both parties experience a pleasant ride. 
  • Please let us know if your rider behaved inappropriately. Your detailed feedback is essential and would help us follow up with the rider to take actions where necessary.
  • If you were a victim of a crime carried out by a rider or you were in a dangerous situation, please contact us via reporting a severe incident.

 

Reporting a Severe Incident

We understand that you may not always have a 5-star ride experience but we expect your professionalism in handling difficult situations with a rider. We apologize for any negative situation you might experience. 

If you were involved in a serious incident or accident, please ensure that you and all parties involved are safe. Immediately notify the police and paramedics if necessary and do not hesitate to let us know by contacting our Support Team. 

Kindly note that unprofessional rider/driver behavior like aggressiveness, inappropriate physical contact, violence or any such misconducts are not tolerated. If possible, attach any kind of proof when reporting this to our team.

 

Rider – Passenger - Zoctu

 Lost an Item

If you have left an item in a ride that happened in the last 24 hours, you can contact the driver to inquire and arrange a delivery. Follow the simple steps below:

  • Select the Main menu (top left corner)
  • Tap on Ride History
  • Choose the ride
  • Tap the Call button 
  • If more than 24 hours have passed, please contact our Support Team. Share the details about the ride and the lost item and we will follow up.
  • Drivers are informed to return lost items to our office. You may make some other convenient arrangements but this may be left to the driver's decision. 
  • We do all we can to help you get your item back but please note that Zoctu is not responsible for items lost during rides.

 

Technical Issue

If you are experiencing any troubles when ordering or during a ride, please take a look at possible solutions. 

  • Check Google Play or App Store if you need to update the app
  • If needed, update your phone Operating System
  • If the app has frozen, restart your phone
  • Reinstall the app

If the problem persists, please contact our Support Team for a solution. 

 

Rating a Ride

Rating your ride can be done only once when you receive the prompt at the end of your trip. 

Here's how it's done:

  • Leave a comment
  • Tap to select the number of stars 
  • The next time you ride with Zoctu, don't forget to rate your driver. 
  • One star refers to poor service while a five star is excellent. Be sure you rate accordingly to help us keep the best drivers and provide you with safe, high-quality service.

Requesting a Ride

Rides can be only ordered by using your Zoctu app in real time. Just tap the button and your ride is a few minutes away!

See how easy it is:

  • Select Set Pickup Location 
  • Tap Request Zoctu, to get your ride
  • Then enter your destination
  • When the ride ends, you can rate your driver for a better customer experience. The next time you need a ride, rely on Zoctu!

 

Getting Free Rides

Your invite promo code provides a discounted first Zoctu ride to a new user. Invite a friend and when your code is used, you will be sent a promo code to your email that can be used for your next trip.

To share your promo code, follow these steps:

  • Tap on the Main menu
  • Select Free Rides
  • Choose a channel and share the code with a friend
  • Promo codes can be used only with card payment rides.

 

Sharing ETA

Your Estimated Time of Arrival (ETA) can be shared with friends and family. That way they can see your trip in real-time on the map.

Your ETA is visible in the app in order to:

  • See when your driver should arrive at your pickup location
  • Know when you will reach your destination
  • ETA times may vary. External factors like heavy traffic or road constructions can lead to a change in ETA.

 

Driver Misconduct

Zoctu expects a high standard of professionalism from our driver-partners. We are sorry if you had experienced a ride that was below this standard.

To maintain safety and respect for everyone, it is against our policy for drivers to:

  • Violate traffic regulations
  • Smoke, eat or drink during a ride
  • Be generally impolite or disrespectful

Please let us know if you come across such acts/behaviour. We will follow up on the incident and take appropriate actions where necessary. 

  • As a rider, your ratings for drivers help us improve trip safety and quality
  • If you were in a dangerous situation or a victim of an accident, please contact us via reporting a severe incident

 

Downloading the Rider App

To enjoy safe and pleasant rides with Zoctu, first, you need to download the rider app.

You can install it on your mobile device by choosing your operating system below:

After installing the app, you just need to sign up and your next ride will be a button away.

 

Reporting a Severe Incident

We understand that you may not always have a 5-star ride experience and we apologise for any unpleasant incidents you might have. We’d like to assure you that we treat such incidents with utmost priority.

If you were a victim of an unsafe or distressful situation, please contact our Support Team.

If you are involved in an accident, please ensure that you and all parties are safe. Immediately notify the police and paramedics if necessary and do not hesitate to let us know by contacting our Support Team.

Kindly note we do not tolerate unprofessional rider/driver behavior like aggressiveness, inappropriate physical contact, violence or any such misconducts.

If possible, attach any proof and as many details as possible when reporting this to our team.

We hope you give us, just as thousands of Zoctu riders and driver-partners, a chance to make your next Zoctu experience a better one.

 

Zoctu Driver-Partner

Rider Lost an Item

After every ride, check to see if a rider forgot something. If you find any lost items afterwards, please follow these guidelines:

  • Take the item to the Zoctu office at your earliest convenience within 24 hours
  • Make arrangements to return the item if the rider contacts you, without a charge
  • Return the item to a Zoctu office if a mutual agreement could not be reached with the rider

Your professionalism is appreciated.

 

Activity Score Calculation

our activity score gives you an overview of your driving activity per day. It is calculated based on the last 100 rides and it is updated with each new ride.

If you accept and complete every ride successfully, your activity score will be adjusted positively as long as you have not rejected or cancelled 20% or more of the rides. If 20% of the last 100 rides have been rejected, then your account will automatically be blocked by the system.

To check your activity score:

  • Move the slider up on the Home screen
  • Tap Activity

This view has 3 different tabs:

  • The Hours tab shows the sum of your waiting and driving hours
  • The Rides tab shows the number of all finished rides from all incoming requests. You can choose between a percentage or a proportional view by tapping on the score bubble.
  • The Cancels tab shows the reasons for the 50 most recent cancelled rides + pro tips on how to improve your activity!

All of these tabs can be toggled to show the data of the current week, past weeks or past 3 months. You can also see different days separately by tapping on the blue bars representing them.

Note: If you cancel with the reason 'client did not show' after 5 minutes of waiting for a rider, your activity score will not be affected.

 

Improving Ratings

Riders can rate their driving experience after every ride. The last 100 ratings are calculated to give your average score. The calculations are updated with every rated ride you have. 

Here are some tips to help with higher ratings:

  • Be generally nice and polite
  • Help open the boot or car door for riders with luggage
  • Have a professional conduct during challenging situations or disputes 
  • Always ask the rider if they would like the air-condition or the radio to be switched on/off
  • Have charger cables for Apple and Android devices
  • Keep your car clean
  • Have a deodorant with you and use at regular intervals
  • Keep some mints or sweets in your car
  • Have an AUX cable

 Provide high-quality service to your riders to keep your ratings high!

 

Enable/Disable Back-To-Back Rides

To disable back-to-back ride option, please follow the same instruction:

  • Accept the ride
  • Make sure destination is entered
  • Go to the menu and disable by tapping the Red button next to Accept next ride

Note: Back-to-back rides are always on by default. 

 

Waiting for a Rider

When a rider has not arrived 4-5 minutes after reaching the pick-up point, make sure to call them. You can find the option to call the rider when you click on the three stripes in the upper right corner.

If a rider requires more time to show up, offer to start the ride while you wait. If a rider refuses this option, you may choose to wait longer or politely inform the rider that you will be unable to wait.

Note: If you are unable to reach the rider via phone, then you can cancel the ride after 5 minutes

  • Your activity score is not affected if rider does not show up after 5 minutes and you cancel with the reason 'client did not show'

 

 

Starting and Driving to Pickup

To start using the app, log in with your chosen username and password. You receive your login details directly to your email after your driver-partner application has been approved.

  • Swipe right to go online and set your driving radius
  • When you get a ride request, you will instantly see the pick-up address, the distance to the rider and the estimated time of arrival
  • Swipe right to accept the request - you have 30 seconds to do so.
  • When you have reached the rider's pickup point, swipe right to notify the rider about your arrival

 

Driving with a Rider

After starting the ride:

  • If the client enters no destination, add it yourself by clicking on the magnifying glass icon in the upper left corner. A blue arrow will appear instead of the magnifying glass.
  • If the destination has been added, you will see a blue arrow icon in the upper left corner. Click on the blue arrow icon to see the correct route.
  • You can navigate with Waze or Google Maps from the menu bar.
  • Once you have arrived at the destination, swipe END RIDE button.
  • Always double-check a destination with the rider. If there is more than one way to get to the destination, ask the rider for a preferred route.

 

Rating a Rider

When you end a ride and confirm the fare, you will be requested to rate your rider by giving him 1 to 5 stars. In a case of a low rating, you will have to leave a comment as well. 

See the steps below:

  • Swipe to the right to end the trip
  • Swipe right to confirm the price
  • Give stars, comment and confirm

 

Rider Misconduct

  • We expect mutual respect between riders and drivers, and we hope that both parties experience a pleasant ride. 
  • Please let us know if your rider behaved inappropriately. Your detailed feedback is essential and would help us follow up with the rider to take actions where necessary.
  • If you were a victim of a crime carried out by a rider or you were in a dangerous situation, please contact us via reporting a severe incident.

 

Reporting a Severe Incident

We understand that you may not always have a 5-star ride experience but we expect your professionalism in handling difficult situations with a rider. We apologize for any negative situation you might experience. 

If you were involved in a serious incident or accident, please ensure that you and all parties involved are safe. Immediately notify the police and paramedics if necessary and do not hesitate to let us know by contacting our Support Team. 

Kindly note that unprofessional rider/driver behavior like aggressiveness, inappropriate physical contact, violence or any such misconducts are not tolerated. If possible, attach any kind of proof when reporting this to our team.

 

Technical Issue

Automatic Updates for Android App

Enabling automatic updates will ensure that you always have the latest version of Zoctu app.

To enable this for Android:

  • Open Google Play
  • Select Settings
  • Tap on Auto-update apps
  • Choose Auto-update apps over Wi-Fi only

 

Automatic Updates for iOS App

Enabling automatic updates will ensure that you always have the latest version of the Zoctu app.

To enable this for iOS:

  • Go to Settings
  • Scroll to iTunes and App Store
  • Enable Updates

 

Having a Technical Issue

If your phone is not compatible with the app or if you are using an old app version, you may experience technical issues.

To resolve the issue immediately, please try out these quick fixes:

  • Restart your device
  • Update your app
  • Upgrade your phone operating system
  • Reinstall the app

What to do if a problem occurs during a ride?

  • If the app crashes, restart your device. Travel information is available on our servers and you don't need to worry about the ride being ended because of a restart.
  • If restarting your phone doesn't solve the issue, agree on a reasonable price with the rider. Take into account the distance and duration of the ride and then request a fare review

We encourage all drivers to use a modern smartphone or device running on at least Android 6.0 or iOS 8.0 on iPhone. Please see the other device requirements here.

To avoid any network issues, it is recommended to have your device connected to a car charger and to use a minimum data plan of 1 - 2Gb on 3G or 4G.

 

Recommended Devices

Thank you for joining Zoctu!

To ensure optimal performance of your Zoctu driver app, please make sure you follow these requirements:

  • It is highly recommended to use higher-end devices on our platform that run on at least OS 6.0 (for Android) or at least iOS 8 (for Apple)
  • Your device should have at least 1GB of RAM
  • Do not use battery saver mode as this may cause GPS errors
  • Connect your phone to a charger during a ride
  • Use a phone holder to make sure you always get the best possible GPS signal and Internet connection
  • On your phone settings, set your location accuracy as high
  • Rooted phones are not recommended

Here is a list of recommended devices:

  • Moto E4 Plus
  • Huawei Honor 7X
  • Nokia 6
  • iPhones starting from iPhone SE

Note: When choosing your device, keep the above requirements in mind. Your account may be disabled if your device shows problematic GPS behaviour.