SAFETY
Every driver. Verified.
We don't let just anyone on the platform. Every Zula driver is professionally licensed, insured, and verified before their first booking.
WHAT WE CHECK
Every driver is vetted before going live
Driving credentials
Professional Driving Permit (PRDP) required for all drivers carrying passengers.
Valid driving licence verified and on file. Renewed records required annually.
Insurance
Liability insurance required at organisation level before any vehicle goes live.
Solo proprietors must carry personal liability cover.
Vehicle standards
Only premium vehicles: luxury sedans, SUVs, MPVs (V-Class, Staria, Caravelle), and minibuses (Quantum GL, Sprinter). No basic passenger cars.
Minimum 4 photos required per vehicle. Admin reviews every vehicle before it goes live.
VEHICLE STANDARDS
Premium vehicles only
Every vehicle on Zula is admin-approved before it appears in search results. We only allow premium vehicles — no economy cars, no mystery vehicles. What you see in the listing is what shows up.
Sedan
C-Class, 3 Series, A4
Premium Sedan
E-Class, 5 Series, A6
SUV
Range Rover, X5, Fortuner
MPV
V-Class, Caravelle, Staria
Minibus
Quantum GL, Sprinter
No Toyota Corolla, VW Polo, VW Golf, or similar economy cars. No minimum model year — a well-maintained older premium vehicle is welcome. Every vehicle requires minimum 4 photos (exterior front, exterior rear, interior front, interior rear) and is individually reviewed by our admin team.
DRIVER CONDUCT
Zero tolerance for unsafe behaviour
Every driver on Zula agrees to our professional standards. These aren't suggestions — they're enforced.
No impaired driving
Drivers must not operate under the influence of alcohol, drugs, or any impairing substance. Zero tolerance — immediate removal.
No abusive behaviour
Threatening, aggressive, or discriminatory conduct towards guests results in immediate suspension and investigation.
Professional conduct
Drivers must be courteous, punctual, and professional. No phone calls while driving. No smoking in the vehicle.
Safe driving
All traffic laws must be obeyed. Reckless or dangerous driving is grounds for removal from the platform.
YOUR PROTECTIONS
You're covered
Deposit protection
Your deposit is held securely and only released to the driver on trip completion.
If the driver cancels, you receive a full refund immediately.
Accountability on both sides
Drivers can see your guest score before accepting. You can see their rating and reviews.
Both sides are accountable — not just the driver.
In-app chat log
All conversations between you and your driver are logged.
If something goes wrong, there's a full record.
Quality standards
Drivers auto-flagged if rating drops below 2.8 after 5+ reviews.
Vehicles auto-flagged if rating drops below 3.0 after 5+ reviews.
Our admin team reviews all flagged accounts within 48 hours.
WHEN THINGS GO WRONG
Report an issue — here's what happens
After any completed trip, you can report an issue directly in the Zula app. We take every report seriously.
You report
Tap "Report an issue" on your booking. Choose a category.
We investigate
Our admin team reviews within 24 hours. Chat logs are used as evidence.
Action taken
Driver or vehicle flagged, warned, or suspended depending on severity.
You're updated
We follow up with you on the outcome. Repeat offenders are removed.
What you can report
Wrong vehicle
The vehicle that arrived didn't match the listing
Unsafe vehicle
Vehicle condition was unsafe or unacceptable
Driver behaviour
Rude, aggressive, impaired, or unprofessional conduct
Safety concern
Dangerous driving, intoxication, or any safety issue
All conversations are logged
Every in-app chat message between you and your driver is stored securely. If a dispute arises, there's a complete record. This protects both guests and drivers.
Need to report something urgently?
Use the in-app reporting feature after your trip, or contact us directly.
All reports are reviewed by our team within 24 hours.