Safety centre

How we keep you safe

What each feature does, and where to find it.

In an emergency, call 999.

While you travel

SOS: an alert that reaches a person

From the moment your driver sets off to collect you until you arrive, your journey page has a red SOS button. It alerts the ZeroLanes team straight away.

Your journeys
  1. Tap SOS, then Send SOS. Two taps, so a stray touch sends nothing. If you do not confirm, it resets after 15 seconds.
  2. It goes at once. With your booking and, if your browser allows it, where you are at that moment. It never waits for a location: an alert without one still goes.
  3. Our team sees it. It goes to the top of the list our team works from, and your page shows that it has been sent, with a reference.
  4. A person answers. When someone picks it up, your page shows their name and a message from them. An alert nobody has answered yet is flagged as overdue.
SOS tells our team, not 999. In danger? Call 999.Pressing it again does not start a second alert: it keeps the one you sent.

At the kerb

A pickup PIN, so you get in the right car

Every journey has its own four-digit PIN. It comes in the email that confirms your driver, and it is meant for you alone.

Your journeys
  1. Check the car. Your journey page shows your driver’s first name and the car’s colour, make, model and registration.
  2. Give the PIN at the car. Your driver can ask for it before you set off. It tells them they have the right passenger, and tells you that you are in the right car.
  3. A wrong PIN stops the journey. If the digits do not match, your driver cannot start the journey.
Keep your PIN to yourself.It is never on the tracking link you can share. Do not send it to your driver before you are at the car.

For whoever is waiting

Share your journey live

The email that confirms your driver has a tracking link. Anyone you send it to can open it, with no account and no sign-in.

Your journeys
  1. What they see. The car on a map as it comes to you, when it should arrive, your driver’s first name, the car and its registration, and your pickup point.
  2. What they do not see. Where you are going, the price, or your details. The link cannot change or cancel anything.
  3. How long it lasts. The car shows while the journey is live, from when your driver is confirmed until you arrive. The link stops working a day after your pickup time.
Rather send the details yourself?On your journey page, Share journey details sends the car, its registration, your driver’s first name and your booking reference by text, WhatsApp or whatever your phone offers.

Before any journey

Checked drivers, checked cars

Nobody drives a ZeroLanes journey until their documents have been checked, and every car is checked too. We hold each document and its expiry date, and a person checks it.

About ZeroLanes
  1. Every driver. A private hire driver licence from their local council, a DVLA driving licence, and a DBS criminal record check.
  2. Every car. A private hire vehicle licence, hire and reward insurance (the cover for carrying paying passengers) and a current MOT.
  3. Out of date means off the road. When a document runs out, that driver or car cannot be given journeys until a new one has been checked. A car with a fault its driver has reported stays off until the fault is cleared.
  4. The car you booked. You get the class of car you chose. A smaller one cannot be put on your journey.

Access for everyone

Wheelchair access and assistance dogs

Tell us what you need when you book, and the car that comes is one that can take you.

Book a journeyYour journeys
  1. Wheelchair access. When you book, open Extras and switch on Wheelchair access. Only a car with a ramp or lift can then be given your journey.
  2. Assistance dogs travel free. An assistance dog rides with its owner, in the car, at no extra charge. Refusing one, or charging more for one, is against the law under the Equality Act 2010, unless the driver holds a medical exemption certificate from their council.
  3. If a driver refuses. Open that journey, choose Help with this journey, then Driver refused your assistance dog? Report it. A person at ZeroLanes looks into it, and what they conclude shows on the same page.

After you travel

Left something in the car?

Tell us from the journey’s page. The option is there from the moment you are picked up, and stays after the journey ends.

Your journeys
  1. Tell us what it is. Describe it, and where in the car you think it is.
  2. We ask your driver to look. The journey’s page shows where your report has got to, in plain words.
  3. Getting it back. If it is found, someone from ZeroLanes gets in touch to arrange getting it back to you.

Anything else

Tell us when something is not right

Message the ZeroLanes team from your account and a person replies. On any journey’s page, Message us about this journey opens a message with that journey already chosen.

MessagesContact formHelp centre
  1. Signed in. Messages keeps every conversation with us in one place, with our replies.
  2. Not signed in. The contact form reaches the same team.
  3. Looking for an answer? The help pages cover booking, changes, cancelling and receipts.

In an emergency, call 999

In danger? Call 999 first. SOS does not replace it.

Everything else you can do with ZeroLanes, from booking to receipts: Everything in ZeroLanes.