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Frequently Asked Questions

Please see below for a selection of our most commonly asked questions.

We hope you can find what you’re looking for – however, if you have any further queries, please don’t hesitate to get in touch.

Living with your ev

It’s now a proven fact that batteries in an electric vehicle produced today have a life span exceeding 10+ years.

We have even seen electric vehicles with over 250,000 miles on the clock still with battery health of over 94%.

Using a rapid charger, most cars can be charged up to 80% in under 30 minutes. A home charge, on an installed EV point, usually takes around 7 hours.

Most owners charge their car overnight – which means the hard work is done in your sleep and the car is always fully charged for the day ahead.

Electric cars are typically ‘single-speed’, meaning they don’t have a traditional gearbox – just a forward and reverse mode.

There’s no clutch or gear changes required, so driving an EV feels much the same as driving a regular automatic car.

Some EVs may even have a regenerative accelerator pedal which, at lower speeds, means you don’t need to use the brakes – but best to check your car has this feature first before trying it on the road.

The range of an EV varies depending on its battery capacity.

Small city cars typically have shorter range – this is because they’re designed for short trips around town, and therefore carry a smaller battery.
Bigger cars, on the other hand, have space for a bigger battery, which means increased capacity and longer distances covered between charges.

Range can be affected by a number of different things – weather conditions, how you drive, the condition of the car and tyres etc.

Taking this into consideration, you can expect to get anything between 100 miles and 300 miles of range on your EZOO car.

Charging points are popping up all over the UK – over 33,000, in fact – with the majority of service stations on major motorways now catering for electric cars.

Nowadays, you can find charging stations at supermarkets, car parks and even on some residential roads.

It’s always worth planning your route before you set off on long journeys. However, most EVs can do this for you, coming equipped with the technology to help calculate when and where you need to charge.

Zap-Map is also a great online resource if you’re looking to find a charger near you.

Your car will come with the Type 2 AC charge lead as standard.

We can also supply a 13amp, 3-pin charge lead at an additional cost of £10 per month.

Running with a low battery is much the same as running low on fuel – if you run out of charge, you’ll likely need to call for assistance.

All EZOO subscriptions come with a 24/7 roadside recovery service for peace of mind.

However, the car will warn you well in advance if you’re battery’s running low, and it will continue to warn you as the range gets lower – giving you around 20-30 miles to find the nearest place to charge.

Yes – you can use public charging points at service stations, supermarkets and other designated locations to make sure your battery is topped up and ready to go.

Before placing your order with us, it’s a good idea to think about how you might charge the car if you don’t have off-street parking.

As mentioned above, Zap-Map provides a very useful online resource if you’re looking to find a charger near you.

Electric cars are totally safe in the rain.

In the early days of EVs, users were worried this would be an issue – but the reality is that electric cars are just as safe as any petrol or diesel car, and have to pass rigorous testing procedures before heading out on the road.

That said, it’s best to treat our EZOO cars like you would any other, and not drive through floods or deep water to avoid damage.

If something goes wrong with your car, you need to let us know as soon as possible.

Please send an email to [email protected] and a member of our team will be in contact with you to discuss the problem.

No – please don’t smoke or vape in any of our vehicles. Cars that have been smoked in will incur a £250 interior cleaning charge.

Yes – but if you do carry pets in your car, you must have the car professionally cleaned before returning it to us, or you may be liable for a cleaning charge.

An interior deep clean cost is £250.

All of our cars undergo a thorough inspection upon return – so your car must be free of scratches, hair, dirt or marks.

Replacement car keys are not included in your contract.

The EZOO team will be able to order a replacement for you. However, you will incur a charge for this.

Please contact us by sending an email to [email protected].

Cold weather affects all types of vehicles – including electric cars.

Lower temperatures have the effect of lowering range, so you might need to charge more often or for longer than normal.

In extreme cases you might lose 25% of your range, so best to bear this in mind when things start getting chilly.

All our cars are registered for Transport for London’s Clean Vehicle Discount. We cover this cost so you can drive in the ULEZ and Congestion Charge zones without worry!

EZOO cars can only be driven in Mainland UK. Our insurance and breakdown cover does not cover taking vehicles abroad.

EZOO permits the installation of roof-mounted cycle carriers sold as genuine accessories by the manufacturer of the vehicle, and in compliance with all relevant regulations and limits.
EZOO does not supply these carriers.
Any damage caused by the installation, removal and use of these carriers will be chargeable.
Rear (boot/tailgate) Mounted carriers are not permitted for the following reasons:

  • the combined weight of the carrier and the bikes it is holding rests on the vehicle’s body panels/glass, which can cause damage to paint, sheet metal, glass and other components such as boot-mounted spoilers and windscreen wipers.
  • these carriers obstruct the driver’s view out of the rear window.
  • bikes mounted in this way can obscure rear lights and/or the number plate.

SUBSCRIPTION & PAYMENT

To be eligible for our service, you must be:

  • 25 to 75 years of age
  • A UK resident (for at least 1 year)
  • The holder of a full UK driving licence (for at least 1 year – or 2 years for a business subscription). EU licenses are accepted subject to an additional processing fee.
  • Free from driving or motoring offences incurred in the past 36 months (max. 6 penalty points allowed)

Please note these alone do not automatically qualify you to drive with us, as we must adhere to several other requirements.

Please see our terms and conditions for a full list of eligibility criteria.

As well as the car itself, our subscription contracts include the following:

  • Servicing and maintenance (MOT)
  • 24/7 breakdown cover
  • Mileage allowance of 800 miles per month (you can add extra mileage packages)
  • Fully comprehensive insurance

For more information, please see our terms and conditions – or get in touch by sending an email to [email protected].

Sorry but our platform only allows you to proceed with a new-style picture card driving licence.

The following are not included in your subscription:

  • Any fees, fines, or penalties incurred whilst driving your EZOO car
  • Any damage to the car that falls outside of our fair wear and tear guidelines
  • Additional named drivers – you can purchase this as an add-on
  • Additional mileage – which also can be purchased as an add-on
  • Delivery and collection

A £99 onboarding fee is charged as standard on all EZOO subscriptions.

This covers the cost of all the paperwork and processes we have to do to deliver your car to your door.

We strive to keep our prices as low as possible – though where there are costs, we prefer to be up front with our customers so that you can see the full breakdown of our charges.

For more information, please see our terms and conditions.

As part of our sign-up process, we do an affordability check when you link your bank account.

This is not a credit check, and won’t affect or leave a mark on your credit score.

This is to verify the information you’ve given us is correct. The process will take approximately 48 hours, and we’ll let you know when it’s complete.

If you’d like to find out more about why we do this, please see our terms and conditions.

Please note, when submitting your information, it’s important you give details of your primary bank account. Otherwise, the checker may automatically reject your application.

When you confirm your booking, we pre-authorise your card for the initial payment. The money won’t leave your account – the payment will show under “Pending Transactions” whilst we carry out our checks (driver, identity, and affordability check).

The initial payment includes:

  • The onboarding fee
  • Your delivery fee
  • Your first month’s subscription cost

For longer contracts, we’ll take a subscription payment from you every month – on or around the same date as your day you signed the contract.

You’ll need to have the required funds in your account 7 days before your payment date. This will help you to pass our pre-authorisation process.

Please see our terms and conditions for more information.

It only takes a few moments to update your payment details.

Send us an email ([email protected]) and we’ll send you a secure link to update your payment information online.

If you’ve moved home during your term, or you know your address will be changing before or during your subscription, it’s a good idea to update your personal details with us as soon as possible.

For consumers, an EZOO subscription comes with a maximum of three additional drivers (business subscriptions can add more drivers) – each driver costs £30 per month. Tesla and other premium vehicles cost £40 per driver, per month.

These drivers must also meet our qualification criteria.

If you want to add additional drivers to your subscription, please contact the EZOO team who will be able to assist you.

Subject to your application being successful, your car should be ready for delivery in as little as 7 days.

If you’re in England or Wales we will deliver your car to your door for £199.

If you’re in Scotland, you can collect your car from our Glasgow hub.

Yes – you or one of your named drivers needs to be present for us to hand the car over.

Please contact us ([email protected]) if you think this may be a problem and we will do our best to assist you.

You can amend your car’s delivery, provided you contact us at least three working days before your scheduled delivery date.

If you cancel or change your plans less than 3 working days before your scheduled delivery date, you may be charged a cancellation fee.

Once your delivery is confirmed you will receive an email with all the details.

Our team will contact you on the day to confirm a more defined delivery time.

We like to be as punctual and as accurate as we can, but our arrival times may be affected by traffic or other delays out of our control.

Absolutely! You can request to swap into any of our available cars at the end of your current contract. We will bring your new car to your door on the swap date, and take your old one back! 

In England or Wales this costs £269. In Scotland you can swap your car at our Glasgow hub for £169.

It’s understandable that you might need to end your contract early.

However, you will still need to pay the remainder of the term, as per the subscription contract.

To find out more, please read our terms and conditions.

We’ll get in touch with you before your subscription end date to check whether you’d like to renew.

If you don’t wish to renew, the car will be picked up at the end of your term, as agreed in your contract.

We ask that you ensure your car is in the same condition we delivered it to you – clean, charged to at least 50%, and free of any personal items.

At the point of collection, a member of our team will undertake an inspection of the car, to ensure everything is in order.

Absolutely! We’ll get in touch with you before your subscription end date to check whether you’d like to renew.

It’s as easy as a couple of clicks to sign your new contract!

Every EZOO subscription comes with a mileage allowance of 800 miles per month.

However, this can be upgraded at a cost.

Please speak to a member of our team if you’d like to find out more.

We aim to provide the best possible customer experience at EZOO.

However, if you are unsatisfied at any point or feel something’s not right, we’ll do our best to resolve the situation as quickly as possible.

If you have an issue that you want to discuss with us, please contact a member of our team by sending an email to [email protected].

Accident & breakdown

If you’ve broken down, the first step is to call the emergency number on the sticker in the top-left corner of  your car’s windscreen.

All EZOO subscriptions come with a 24/7 roadside recovery service as standard.

Please stay safe while you’re waiting for the recovery service vehicle to arrive.

Remember to keep your distance from moving traffic, put the hazard lights on – and if you have a high-vis jacket, then wear it roadside.

Please note that you may be liable for the cost of this service if the breakdown is deemed to be caused by driver error – for example, if you run out of charge. In this case, a tow charge may apply.

Please see our terms and conditions for more information. Or you can contact us by sending an email to [email protected].

Yes – all EZOO subscriptions come with a 24/7 roadside recovery service as standard.

To find out more, please see our terms and conditions.

If you’ve been involved in an accident whilst driving your EZOO car, please ensure you contact us immediately and within 24 hours by sending an email to [email protected].

We’ll need you to take photos of any damage caused by the accident, including any damage caused to other vehicles or property.

This is important as it can be used as evidence when submitting your damage report to us and the insurer.

We’ll get in touch with you to discuss what happens next.

Please note that if the damage has been caused by gross negligence, misuse or you haven’t fully reported an insurance incident, we may charge you the total cost for repairs.

Please see our terms and conditions for more information.

If your vehicle is damaged, then you must report it immediately by sending an email to [email protected]. Please provide photo evidence if possible.

EZOO will cover the cost of any repairs to damage resulting from fair wear and tear, or manufacturing faults.

You will be charged for any damage caused by car misuse.

For more information about fair wear and tear and damage repairs, please see our terms and conditions.

We use the term ‘fair wear and tear’ to describe the natural deterioration that’s expected to happen to your car over time.

It’s our way of acknowledging that the car’s condition will likely be impacted by use.

Fair wear and tear is included in all our subscription contracts, meaning you won’t have to pay for anything we deem to be associated with continual and correct usage.

You will be charged for any damage that’s outside our fair wear and tear policy.

EZOO is a member of the British Vehicle Rental and Leasing Association, which means we follow their guidelines to make sure we are fair and consistent.

Please see our terms and conditions to find out more.

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 vehicles 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.

Please refer to our terms and conditions for more information.

Yes – all approved drivers have fully comprehensive insurance included in their subscription package. This includes cover for any named additional drivers.

For more information, please see our terms and conditions.

All EZOO subscriptions come with a standard damage excess of £2,000. You can add an optional monthly Damage Package to reduce your excess to £1,000 (Gold) or reduce it even further to £500 (Platinum). Windscreen and glass replacements have an excess of £295. If repairable, chips in the windscreen must be repaired as soon as possible by Autoglass.

The excess is a pre-agreed amount that you have to pay if you make an insurance claim.

But don’t worry – if you’re found not to be at fault, or the claim cost is less than the excess, you will be partially or fully refunded.

Please see our terms and conditions to find out more. Or you can contact us by sending an email to [email protected].

If your car is due for a service or MOT, a member of our team will contact you.

The service or MOT will be organised and paid for by us.

In some cases, we may ask you to take the car to one of our approved technicians. Where possible, we work with local providers so you shouldn’t have to travel far.

Normally, you’ll have two options to help fit the service around your schedule:

  • A ‘While You Wait’ service, which takes up to two hours
  • A ‘Drop and Leave’ service, which is more readily available but will require you to leave the vehicle at the service centre, and pick it up once the service has been completed

Please see our terms and conditions for more information.

We don’t provide a courtesy car if your EZOO vehicle is currently in for a routine service or MOT.

In some cases, we can arrange for the service centre to collect your car and drop it back after your scheduled appointment.

However, this usually depends on your location in relation to the service centre, and is also subject to availability.

No – the cost of your car’s service or MOT is included in your subscription.

The only additional charges are if there’s damage deemed to be outside the fair wear and tear policy.

To find out more, please read our terms and conditions.

GETTING MY CAR, AND GIVING IT BACK

We can’t guarantee that your car will be brand new – however, the vast majority of our cars are no more than three years old.

As an all-electric company, we pride ourselves on having a modern selection of vehicles on our platform for you to choose from.

We ask all EZOO members to look after their cars as best they can – ensuring it’s kept clean, in good working condition, and that any issues or damage are reported to EZOO immediately.

At EZOO, we really care about quality – and that’s why we do everything we can to ensure you receive your new car in the best condition possible.

Before delivering your car, our team takes time to check that:

  • There is no damage to the car
  • There are no mechanical issues
  • The car is safe to be driven on the road
  • It’s clean inside and out

When you return your EZOO car, please ensure it’s fully cleaned inside and outside.

If the car isn’t cleaned prior to its return, you’ll be charged £75 for an exterior wash and £75 for the interior to be cleaned.

You may be charged extra for additional cleaning required for drinks spillages, food stains and damage – these will be assessed on a case-by-case basis and charged in line with standard industry prices.

When your term comes to an end, a member of our team will carry out a thorough inspection at the time of collection.

This is the same procedure as upon delivery.

We always ask you to take reasonable care of your car – and to keep it in good repair and condition. If it’s damaged at any point, you should let us know as soon as possible.

It’s important to note this is not our official damage check, but more an initial inspection to see if there’s any visible damage.

We run a more detailed inspection within 14 days of the car returning to our depot.

This is to check for damage that’s beyond our fair wear and tear guidelines – for which you will be liable.

For more information, please read our terms and conditions.

If we discover any problems, one of our team will get in touch to explain the repairs required and detail any charges.

If we don’t find any further damage, you will only be charged for anything that was noted and signed for at the point of the car’s return. 

Either way, you’ll be notified by email.

The simplest way to avoid any extra costs is to return the car to us in the same condition you received it.

Here are some quick tips for returning your car:

  • Wash the car – getting rid of all dirt and grit on the bodywork and wheels.
  • Ensure there are no dents or damage to the paintwork, trim panels and lights.
  • Clean the interior – removing any litter, food and drinks, and cleaning surfaces of dust and dirt.
  • Make sure the interior fabrics are not stained or marked, with carpets and mats free of dirt and debris.
  • Windows should be cleaned inside and out.

Our EZoo Cars

We can’t guarantee you’ll get a car of a specific colour, however the majority of our cars are either white, black, or grey.

We’ll let you know the specific details of the car you’ll be driving before you sign your contract.

If your chosen car is not currently available, we’ll contact you to offer you an alternative.

This will be the nearest match to your original request.

Alternatively, we can add you to our waiting list for your chosen car. Just let the EZOO team know and we’ll do the rest.

We can’t guarantee that your car will be brand new – however, the vast majority of our cars are no more than three years old.

As an all-electric company, we pride ourselves on having a modern selection of vehicles on our platform for you to choose from.

At EZOO, we really care about quality – and that’s why we do everything we can to ensure you receive your new car in the best condition possible.

Before delivering your car, our team takes time to check that:

  • There is no damage to the car.
  • There are no mechanical issues.
  • The car is safe to be driven on the road.
  • It’s clean inside and out.

When your term comes to an end, a member of our team will carry out a thorough inspection at the time of collection.

This is the same procedure as upon delivery.

We always ask you to take reasonable care of your car – and to keep it in good repair and condition.

If it’s damaged at any point, you should let us know as soon as possible.

It’s important to note this is not our official damage check, but more an initial inspection to see if there’s any visible damage.

We run a more detailed inspection within 14 days of the car returning to our depot.

This is to check for damage that’s beyond our fair wear and tear guidelines – for which you will be liable.

For more information, please read our terms and conditions.

If we discover any problems, one of our team will get in touch to explain the repairs required and detail any charges.

If we don’t find any further damage, you will only be charged for anything that was noted and signed for at the point of the car’s return. Either way, you will be notified by email.

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