Driver Community Guidelines

Together, we're building a fairer, safer ride experience across the five boroughs.

1. Service Quality & Rider Experience

• The "Passenger Console" Rule

  • As a Zero driver-partner, you're the heart of the ride experience. Please accommodate reasonable requests for air conditioning, heating, and radio volume---small gestures that make a big difference.

• Noise Protocol

  • If a rider is on a phone call, please lower the music without being asked---it's the kind of thoughtfulness that sets Zero apart.

• Unauthorized Passengers

  • While you're online with Zero, your vehicle is dedicated to your riders. Friends, family members, or pets should not be in the vehicle during trips.

• Verbal Boundaries

  • We encourage keeping conversations friendly and respectful. It's best to steer clear of sensitive topics like politics, religion, and personal finances, and to respect each rider's privacy.

2. Safety on the Road

• Speed Limits

  • NYC is a Vision Zero city, which means safety comes first. Please observe the default 25 MPH speed limit unless otherwise posted.

• Strict Device Policy

  • Your phone must be mounted at all times. Please don't touch your device while the vehicle is in motion---even at a red light. This is a serious safety matter and a legal requirement in NYC.

• Fatigue Management

  • Your well-being matters to us. NYC regulations limit driving to 10 hours in any 24-hour period and 60 hours per week---please take care of yourself so you can take care of your riders.

• The Absolute "No Weapons" Rule

  • The Zero platform has a zero-tolerance policy for weapons of any kind---including handguns, stun guns, and tasers---regardless of permits. Everyone's safety depends on this.

• Safe Departures

  • Please wait until all passengers have buckled up before setting off. A safe start sets the tone for the whole ride.

• Rider Route Preferences

  • If a rider requests a specific route, please do your best to follow it. If no preference is given, take the most efficient path. Clear communication about the route helps build trust and avoids misunderstandings.

3. Fair Play & Trust

• Abuse of the Platform

  • Zero is built on fairness. Trip manipulation (deliberately increasing time or distance) and fishing for cancellation fees (avoiding pickups, driving by waiting passengers, and asking for passengers to cancel trips) are not tolerated.

• Account Integrity

  • Your Zero account is personal to you---please never share your login credentials with anyone, as you are responsible for all activity occurring under your account.

• Toll Transparency

  • All Zero driver-partners are required to have a valid E-ZPass. Tolls are calculated automatically through the app at the E-ZPass rate, ensuring riders are always charged fairly as required by law.

4. Keeping Your Vehicle Ride-Ready

• Pristine Condition

  • Please keep your vehicle in good working condition and free of major cosmetic damage---it reflects on you and on our Zero community.

• Hygiene

  • A clean, comfortable interior goes a long way. Please keep it free of personal clutter, avoid heavy air fresheners, and maintain a smoke-free and vape-free environment.

5. Accessibility & Inclusion

• Service Animal Mandate

  • Welcoming service animals is both the law (under the ADA and NYC regulations) and the right thing to do. Refusing a service animal is grounds for permanent deactivation from Zero.

• Anti-Discrimination

  • Every rider deserves the same respectful service, regardless of race, religion, gender identity, sexual orientation, or destination. Refusing a trip because of where a rider is headed is illegal in NYC.

6. Accountability & Your Zero Account

• Ratings & Feedback

  • After every trip, riders rate their experience. Your rating reflects the quality of service you provide---and it matters. Consistently low ratings may lead to a review of your account. Think of feedback as a tool to help you grow, not just a score.

• Drug & Alcohol Policy

  • Driving under the influence of alcohol or drugs is dangerous, illegal, and a zero-tolerance violation on the Zero platform. If a rider suspects impairment, they should end the trip immediately and call 911. Any confirmed violation will result in permanent deactivation.

• Sexual Harassment & Misconduct

  • We have a zero-tolerance policy for sexual assault, harassment, and misconduct of any kind. This includes unwelcome physical contact, sexual comments or advances, and any behavior that makes a rider feel unsafe. Reports are taken seriously and investigated promptly.

• Post-Trip Contact

  • Once a trip ends, so does the interaction---unless you're returning a lost item as authorized by Zero directly through the app. Any unwanted post-trip contact, including calls, texts, or social media outreach, is considered harassment.

• Lost & Found

  • If a rider leaves something behind, please report it in the Zero app. We'll coordinate the return. Never contact riders directly outside the app to arrange returns.

• Deactivation & Enforcement

  • We review all reports of guideline violations carefully. Depending on the severity, consequences may include warnings, temporary suspension, or permanent removal from the Zero platform. Accounts may be placed on hold during a review of any alleged violations of these guidelines.

  • These guidelines are intended only to be a minimum requirement for the provision of transportation services, and are not intended to control how you deliver the transportation services to the passenger. By agreeing to follow these guidelines you acknowledge that you remain an independent contractor and that following these guidelines may not be used by you as a basis or grounds for establishing employment with Zero.