1. PLATFORM USE
The ZenoCar Platform must be used lawfully, honestly and responsibly.
Users must not:
- Provide false or misleading information.
- Create accounts for fraudulent purposes.
- Use another person's account without authorisation.
- Attempt to gain unauthorised access to the Platform.
- Interfere with Platform systems or security.
- Use ZenoCar for unlawful activities.
- Circumvent ZenoCar's booking or payment processes.
2. FRAUD & PLATFORM ABUSE
Fraud, payment abuse, fake bookings, identity misrepresentation, review manipulation and attempts to circumvent ZenoCar fees or controls are prohibited.
ZenoCar may investigate suspected fraud or abuse using relevant information obtained lawfully, including booking, payment, communication, location and operational records.
Where reasonably necessary, ZenoCar may restrict, suspend or terminate access in accordance with the Terms of Service or Host Agreement.
3. CUSTOMER–HOST COMMUNICATION
Customers and Hosts should use ZenoCar's approved communication channels for booking-related matters where available.
Users must not use information obtained through ZenoCar to:
- Harass or threaten another user.
- Conduct unauthorised transactions.
- Circumvent ZenoCar's booking or payment arrangements.
- Misuse another person's personal information.
Communication must remain respectful and lawful.
4. DIRECT BOOKINGS & PLATFORM CIRCUMVENTION
Customers and Hosts must not deliberately move a ZenoCar booking outside the Platform to avoid applicable ZenoCar fees, controls or protections.
This does not prevent a person from exercising a lawful right or using another service independently where there is no attempt to circumvent an existing ZenoCar booking or contractual obligation.
5. REVIEWS & RATINGS
Reviews and ratings should reflect genuine experiences.
Users must not:
- Submit fake reviews.
- Manipulate ratings.
- Threaten another user to obtain a favourable review.
- Post knowingly false or misleading information.
- Use reviews to harass, discriminate against or threaten another person.
ZenoCar may remove or restrict content that violates these requirements or applicable law.
6. COMPLAINTS & SERVICE ISSUES
Customers and Hosts may report complaints, safety concerns, Vehicle issues, payment disputes or service problems through ZenoCar's designated support channels.
ZenoCar may review relevant information to investigate and resolve a complaint.
Where appropriate, ZenoCar may provide a reasonable resolution, adjustment, refund or other remedy in accordance with the applicable agreement, policy and law.
Nothing in these Policies limits any mandatory consumer right or legal remedy.
7. LOST PROPERTY
Customers should remove all personal belongings before leaving a Vehicle.
Where lost property is reported, ZenoCar may assist in communicating with the Host or Chauffeur and coordinating reasonable recovery efforts.
ZenoCar does not guarantee recovery of lost property.
8. SAFETY & EMERGENCIES
Users must not request, encourage or participate in unsafe or unlawful activities through ZenoCar.
In an emergency, users should contact the appropriate emergency service first where necessary and notify ZenoCar as soon as reasonably practicable.
Accidents, injuries, security incidents and material safety concerns should be reported promptly.
9. CONTENT & PLATFORM MATERIAL
Users must not upload or submit content that:
- Is unlawful or fraudulent.
- Infringes another person's rights.
- Contains malicious software.
- Threatens or harasses others.
- Deliberately misleads other users.
By submitting content to ZenoCar, the user grants ZenoCar a non-exclusive right to use, store and display that content as reasonably necessary to operate and improve the Platform, subject to applicable law and the Privacy Notice.
10. INTELLECTUAL PROPERTY
The ZenoCar name, branding, Platform, software, design, text, graphics and other Platform materials are owned by or licensed to ZenoCar unless otherwise stated.
Users may use the Platform only for its intended purpose.
No user may copy, modify, distribute, reverse engineer or commercially exploit ZenoCar's Platform or intellectual property without appropriate permission, except where permitted by law.
11. THIRD-PARTY SERVICES
ZenoCar may use third-party providers for services including:
- Payments.
- Mapping.
- Communications.
- Hosting.
- Identity verification.
- Analytics.
- Security.
- Other Platform functions.
Third-party services may have their own terms and privacy notices.
12. SERVICE AVAILABILITY
ZenoCar aims to keep the Platform available and functional but does not guarantee uninterrupted access.
Temporary interruptions may occur because of:
- Maintenance.
- Technical failures.
- Network or telecommunications issues.
- Security incidents.
- Third-party service failures.
- Circumstances beyond reasonable control.
ZenoCar will take reasonable steps to restore affected services.
13. ACCOUNT RESTRICTIONS
ZenoCar may restrict, suspend or terminate access where reasonably necessary because of:
- Fraud or suspected fraud.
- Material breach of applicable terms.
- Unsafe conduct.
- Platform abuse.
- Non-payment.
- Unauthorised use.
- Legal or regulatory requirements.
Where appropriate and reasonably practicable, ZenoCar may provide notice or an opportunity to address the issue.
Nothing prevents a user from exercising a mandatory legal right or remedy.
14. MONITORING & RECORDS
ZenoCar may maintain records relating to Platform use, bookings, payments, communications, complaints, reviews and operational activity for legitimate business, safety, security, fraud prevention, dispute resolution and legal purposes.
Personal information is handled in accordance with the ZenoCar Privacy Notice and applicable data-protection law.
15. POLICIES & OTHER TERMS
These Policies must be read together with:
- ZenoCar Terms of Service.
- ZenoCar Cancellation Policy.
- ZenoCar Host Agreement.
- ZenoCar Vehicle Rules.
- ZenoCar Privacy Notice.
- Customer–Host Booking Agreement.
- Any applicable booking-specific terms.
Where a specific booking term applies to a particular transaction, that term will apply to the extent permitted by law.
16. POLICY CHANGES
ZenoCar may update these Policies where reasonably necessary due to changes in the Platform, Services, law, safety requirements or business operations.
Material changes will be communicated through the Platform or another reasonable method where required.
The updated version will apply from its stated effective date, subject to applicable law.
17. GOVERNING LAW & DISPUTES
For Services provided in Nigeria, Nigerian law applies unless mandatory law provides otherwise.
Users should first report disputes through ZenoCar's designated support or resolution process.
Nothing in these Policies prevents a Customer, Host or ZenoCar from exercising a mandatory legal right or remedy.
18. GENERAL
If any provision is found invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
These Policies do not replace the Terms of Service, Host Agreement, Cancellation Policy, Vehicle Rules or Privacy Notice. Each document applies to the matters assigned to it.
Nothing in these Policies excludes or limits any liability, consumer right or remedy that cannot lawfully be excluded or limited.
19. ACCEPTANCE
By using the ZenoCar Platform, users agree to comply with these Policies and the other applicable ZenoCar terms.