Zego Delivery App Terms & Conditions

These terms and conditions apply from 1st October 2023.

This agreement sets out how our food delivery app works (referred to here as “our app”). If you use our app then this agreement will apply, so please make sure you’ve read and understood it.

If you’re looking to use your vehicle to earn an income, and you’re aged 18 years or older, you can use our app to buy motor insurance from us. We only sell motor insurance to customers who need it for their trade or profession. We do not sell motor insurance for everyday personal use.

You can use our app to do other things, too, such as:

access your policy documents (these will be in the “Documents” section of our app);
make changes to your insurance policy;
contact our customer support team;
cancel your insurance policy.

Your use of our app and its content may also be controlled by your app store’s rules. “App store” means the application on your mobile device used to download our app (for example, Apple’s iOS app store or the Google Play Store app). If this agreement conflicts with your app store’s rules, this agreement will apply instead.

Who we are

We're not an insurance company – we act as an agent for different insurance companies to arrange insurance. We can answer your questions on behalf of the insurance company along with other things, such as collecting policy premiums and issuing your policy documents to you.

Our registered name is Extracover Limited, but we operate under the trading name Zego. Where we say “we” or “our” or “us” in this agreement, we mean Zego. Where we say “you” or “your” we mean you, our customer. Our formal details are set out at the end of this agreement.

If there’s anything in this agreement that you don’t understand, or if you have any questions, please get in touch with us and a member of our team will be happy to help. You can contact us by logging in and using live chat, by calling us on 020 3308 9800, or by emailing [email protected].

Our insurance products and how we sell them

We sell insurance products that last for either 30 days or 1 year, as well as insurance products that operate on a pay-as-you-go basis. You can buy all of these products through our app.

Some of our costs are covered by the commission we earn from the insurance companies we work with. But, this commission does not cover all of our costs, so in some situations we may charge you a fee as well. Our fees cover things such as our costs for arranging the insurance, setting up your policy and managing your account. This allows us to keep policy premiums as low as possible for you.

You can see a list of the fees we charge here.

Our products

As long as you meet the eligibility criteria, you can buy any of these products through our app.

Pay-as-you-go customers

This section is relevant if you’re looking to buy one of these pay-as-you-go policies:

Flexible Scooter hire and reward
Flexible Car hire and reward
Flexible Van hire and reward

To buy pay-as-you-go cover from us, you’ll need to open a pay-as-you-go account. You can do this through our app.

Usually, our costs for managing your pay-as-you-go account are covered by the policy premium, but this isn’t always the case, and so additional fees can apply (scroll down to learn more).

What is a pay-as-you-go account?

You can use our app to buy pay-as-you-go insurance on a per shift basis. To do this, you’ll need to open a pay-as-you-go account with us, and keep that account topped up with enough funds to cover the costs of the insurance.

Find out more about how pay-as-you-go delivery insurance works.

What happens if the balance on your pay-as-you-go account falls below £10?

If the balance on your pay-as-you-go account falls below £10 (or €10 if you’re an EU customer), and:

you are not using our “automatic top up” feature, you will not be able to buy any additional pay-as-you-go insurance until you have settled any outstanding payments and topped up your account with at least £10 (or €10) again.
you are using our “automatic top-up” feature, we will attempt to top up your account a maximum of three times over three consecutive days. If we are unable to top up your account after the third attempt, you will not be able to buy any additional pay-as-you-go insurance until you have settled any outstanding payments and topped up your account with at least £10 (or €10).

Find out more about managing your payments.

When can additional fees apply to your pay-as-you-go account?

If you open a pay-as-you-go account with us and decide you no longer need it, you can cancel it and withdraw any money you have paid into it without incurring a fee, as long as you do so within:

the first 60 days of opening the account if you haven’t worked any shifts at all; or
90 days of your last shift if you have worked some shifts.

If you open a pay-as-you-go account with us, but you do not carry out any shifts within the first 60 days, or for a continuous period of at least 90 days, we can disable your pay-as-you-go account. If we disable your account, we will refund any money held in there, minus an administration fee.

We can disable your pay-as-you-go account if:

You do not carry out a shift within the first 60 days of opening an account with us. If we do this, we will refund any funds left in the account to you, less an administration fee of £10 or €10 (depending on whether you are a UK or EU customer).
You have previously carried out a shift, but you have not worked a shift for a continuous period of 90 days. If we do this, we will refund any funds left in the account to you, less an administration fee of £5 or €5 (depending on whether you are a UK or EU customer).

This will not impact any insurance claims which you have made, or are yet to make, in relation to incidents that happened while you were carrying out a shift. Our agents will continue to deal with those claims as usual, under the terms of your insurance policy.

If there is not enough money in your account to cover the pay-as-you-go administration fee, we may write to you and ask you to pay this. Any refund will be made to your original payment method.

Find out more about our pay-as-you-go administration fees.

The technical details

This section is relevant for all of our customers.

Will our app work on your device?

This App requires iOS version 12.4 (+) or Android API level 21(+) with a minimum of 18 MB storage available.

How can you report an issue or get support for using our app?

If you need some help with using our app, please let us know using our in-app live chat tool or contact our customer support team.

Can you use our app on more than one device?

Yes, but you cannot use our app to purchase insurance for anyone else.

Can you transfer our app to someone else?

No, the rights we give you to use our app are personal to you. Anyone else wanting to use the app will need to download their own version to their own device and set it up with their own details. If you sell any device to which you have downloaded our app, you must delete it first.

Somebody else owns the device you are using, can you still use our app?

Yes, but please ensure that you have the owner of the device’s permission before you download our app onto their device, and please ensure that you remove our app from the owner’s device before returning it. Please note that you will be responsible for complying with this agreement, regardless of whether you own the device.

Changes to our app and services

This section is relevant for all our customers.

What happens if we change this agreement?

From time to time, we may need to change this agreement to reflect changes in the law, best practice, our app’s content or features, or our products.

When we need to make a change, we’ll give you reasonable written notice by email with details of the change, or we’ll notify you of the change when you next open our app.

If you continue using our app after being given reasonable notice of any changes we make, you will be considered to have accepted those changes.

If you disagree with any of the changes, you have the right to close your account with us at any time. For pay-as-you-go customers, this will mean that you are no longer able to buy insurance cover from us on a pay-as-you-go basis.

How will we update our app and make changes to it?

We may automatically update our app to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update our app for these reasons.

We’ll take reasonable steps to let you know about any significant changes we make and how they impact your use of our app. If you choose not to install these updates, or if you decide to opt out of automatic updates, you may not be able to continue using our app and / or you may experience performance issues with it.

The do’s and don’ts

This section is relevant for all our customers.

What are you not allowed to do in relation to our app?

By downloading and using our app, you are agreeing to comply with (1) the technical restrictions, and (2) the use restrictions, which are set out below.

The technical restrictions

When using our app, you agree that you will not:

rent, lease, sub-license, loan, provide or otherwise make available, our app in any form, in whole or in part to any person;
copy our app, or any documents you can access via our app, except as part of the normal use of our app or where it is necessary for the purposes of confirming you have insurance cover.
translate, merge, adapt, vary, alter or modify, the whole or any part of our app, or the documents you can access via our app, or become incorporated in, any other programs, except as necessary to use our app on devices as permitted in this agreement;
disassemble, de-compile, reverse engineer, or create derivative works based on the whole or any part of our app or not attempt to do any such things.
breach any applicable technology control or export laws and regulations that apply to the technology used or supporting our app or any services.

The use restrictions

When using our app, you must not:

use our app or any of the services we provide in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with this agreement;
act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into our app or any operating system required to support the use of our app;
infringe our intellectual property rights or those of any third party in relation to your use of our app, and you will only use our app as permitted under this agreement;
transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of our app or any of the services we provide;
use our app of any of the services we provide in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
collect or harvest any information or data from our systems or attempt to decipher any transmissions to or from the servers that we use.

Our responsibilities to you

This section is relevant for all our customers.

In the unlikely event that use of our app causes you loss or damage of any kind, our liability to you will be limited to the extent outlined below.

We are responsible to you for:

Foreseeable loss and/or damage caused by us. If we fail to comply with this agreement, we will accept responsibility for any loss/damage you suffer that is a foreseeable result of our failure to comply with this agreement, or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence or if, at the time you accepted this agreement, both we and you knew it might happen.
Liabilities that would be unlawful for us to exclude or limit. Including death or personal injury caused by our employees, our subcontractors or agents’ negligence, and fraud or fraudulent misrepresentation.
Loss or damage relating to events outside of our control including but not limited to loss or damage caused as a result of viruses, malware or ransomware attacks, and any action taken by you that may put your device at risk.

We are not responsible to you for:

Unforeseeable loss and/or damage. If the loss or damage is not an obvious consequence of our failure to comply with this agreement/our negligence, or if, at the time you accepted this agreement, neither we nor you could have anticipated that such loss/damage might happen, then we will not be responsible to you for it.
Events outside our control. If our app, or our support services for our app, are in any way interrupted by an event outside our control then we will contact you as soon as reasonably possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event.
Ransomware attacks. If our app, or our support services for our app, are in any way interrupted by malicious software, an end-user attack, ransomware attack or other cyber virus, attack or threat, we may be unable to contact you immediately whilst our systems are offline. In this event we shall endeavour to contact you as soon as reasonably practicable once our systems are back online. We will not be liable for delays and temporary inaccessibility to our app or support services for our app.
Loss or damage incurred by you as a result of your failure to download relevant updates when we ask you to.

It's your responsibility to check that the features and functionality of our app are suitable for your needs.

Termination and transfer

This section is relevant for all our customers.

What happens if you breach this agreement?

If you breach this agreement, we may end your right to use our app. However, if what you have done can be put right, we will give you a reasonable opportunity to do so first.

If we end your rights to use our app:

You must stop all activities authorised by this agreement, including your use of our app.
You must take all reasonable steps to delete or remove our app from all devices in your possession or control and immediately destroy all copies of our app which you have.
We may remotely access your devices and remove our app from them.
We may cease providing you with access to our app.

Can we transfer this agreement to someone else?

Yes. We may transfer our rights and obligations under this agreement to another organisation. We will always let you know in writing if this happens, and we will ensure the transfer does not affect your rights under the agreement.

The legal bit

This section is relevant for all our customers.

Third Parties

This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

Severance

Each paragraph of this agreement operates separately. This means that, if any court, or relevant authority, decides that any part of this agreement is unlawful, the remaining paragraphs will remain in full force and effect.

No Waiver

We can enforce any of our rights in this agreement even if we delay in doing so.

Complaints

If you wish to make a complaint, please contact our complaints team at [email protected]. Our team will do their best to resolve your complaint, but if for any reason we are unable to help, and you are still unhappy within 6 months of receiving our final response, you may be able to refer your complaint to the Financial Ombudsman Service. We will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our financial obligation to you, you may be eligible to recover compensation from this scheme. The amount of compensation recoverable will depend upon the type of insurance you have purchased. Please find further details of your FSCS entitlement here.

Governing Law and Jurisdiction

This agreement is governed by the laws of England and Wales. This means that any legal proceedings in respect of this agreement or our app should be started in the courts of England and Wales. However, if you live in:

Scotland, you may bring legal proceedings in either Scottish or English courts.
Northern Ireland, you may bring legal proceedings in either Northern Irish or English courts.

Our formal details

We are a limited company incorporated and registered in England and Wales. Our company number is 10128841 and our registered address is 7th Floor, Exchange House, 12 Primrose Street, London, Greater London, EC2A 2BQ. Our VAT number is 246076307.

The Financial Conduct Authority regulates companies like ours. Our Firm FCA reference number with the Financial Conduct Authority is 757871. Full details of our FCA registration and our permitted regulated activities/services can be found on the FCA website.

How do we protect your privacy?

Under data protection legislation, we are required to provide you with certain information including:

who we are;
how and why we process your personal data; and
Your rights in relation to your personal data and how you can exercise them

This information is set out in our Privacy Notice. Please make sure you have read our Privacy Notice and that you are comfortable with the information in it before using our app.