Frequently Asked Questions

You've got questions. We've got answers.

General

  1. Select your plan. Different plans have different benefits!
  2. Once you complete your payment, you will be prompted with a form to schedule a delivery date & time.
  3. On your delivery date a Zap crew members will walk you through your new Zap ebike, and answer any questions you may have.
  4. You can cancel your subscription anytime in the Rider Dashboard

Zap has 3 plans, starting at $25/week. Every plan has different perks and features. Checkout the plans here.

We'll deliver your Zap ebike directly to where you are, yep for free! Once you complete your payment, you'll setup a delivery date & time that works best for you. We'll go through your Zap ebike and answer any questions you may have.

Nope! Just like a regular bicycle you don't need a drivers license. You do however need to be at least 16 years old to ride and operate an ebike in Ontario.

Zap makes owning an ebike simple. Instead of investing high upfront costs into a good bike, maintaining that bike and storing it for the winter. Zap offers you that peace of mind on a flexible, no commitment weekly plan. The Zap comes with a full-service ‘valet’ that delivers your bike, repairs and replaces your Zap on a schedule that works for you. We strive to improve our bikes with every version, get the latest and greatest with Zap.

The Zap platform uses Stripe to process secure payments made with major credit/debit cards.

We currently focus on the Greator Toronto Area. If you want to double check your area with us before subscribing you can always email us at [email protected] with your delivery address.

Yes you can! Zap around the city like you would on a regular bike, just a lot faster!

You need to be at least 16 years old to ride and operate an ebike in Ontario.

Yep! In fact, 99% of our customers ride for food delivery services. Our goal is to make your life easier with the carefully designed and engineered ebike for delivery riders.

Not at the moment. You can always send us an email at [email protected] to double check if we’re getting rid of some of our older models.

We currently don’t have a storefront, hence why we can deliver your Zap to you free of charge. We are working on opening up locations in our cities in the near future.

Yes! You can get your referral code in the Rider Dashboard. Share that coupon with your friends or family so they can get $20 off. You will get $20 credited to your account once they complete their first 2 weeks.

Subscription

We would hate to see you go, and please let us know if you change your mind! To cancel, go to the Rider Dashboard, select your subscription, and click 'Return Request'.

You can submit a maintenance request through the Rider Dashboard, select your subscription, and click ‘Maintenance Request’.

Zap Bike

Your Zap comes with a removable battery and charger that works with all standard outlets.

You can add your own accessories as long as you can return the bike in the same condition. You may get charged if there are any large scratches or glue residue on the Zap.

No. We do not recommend attaching any additional carts or trailers. Any damages incurred by this will result in additional charges.

Yes! Our Pro plan allows you to rent an additional battery at $10/week.

You can report any issues with your bike in the Rider Dashboard. We’ll try our best to get the bike fixed or replaced within 24 hours of receiving your details.

Yep! You can access the battery from your Zap with a key that is provided to you upon delivery. When you park your bike we recommend you take out the battery and keep it with you.

Our Zap One has an expected battery of 30-50 km, while the Zap Two has an expected battery of 45-75 km. Battery life will vary due to factors such as road conditions, outdoor temperature, rider weight, terrain, incline, and riding style.

Yes, you can adjust the seat by yourself. Any other adjustments will require a Zap mechanic, you can submit a maintenance request in the Rider Dashboard.

Please do not repair the bike on your own or bring it t a bike shop. To fully benefit from our replacement and repair service, all repairs and replacements need to be done by Zap mechanics. Simply book a maintenance request through the Rider Dashboard and one of our mechanics will be with you in no time.

We provide a heavy duty lock for the Zap. You must lock your bike every time you leave it unattended. You are welcome to use additional locks for additional security.

Theft & Damage

You can report a theft through the Rider Dashboard, select your subscription, and click ‘Report Theft’.

Please refer to the fees & charges page for more details. We’re currently working on an insurance plan to give you that peace of mind.

Please refer to the fees & charges page for more details.

Safety & Privacy

Here are some of our pro tips to enjoy a safe ride:
  • Wear a helmet: It’s the law.
  • Ride the speed limit.
  • Charge and secure the battery.
  • Check the brakes: Like a pro make sure you test the brakes before every ride.
  • Keep aware of your surroundings: There are cars, cyclists and pedestrians to keep track of. Be aware, be kind.
  • Lock your bike: Keep your bike secure by locking it correctly, using bike racks and appropriate parking spots.
  • Enjoy Zapping!

Every time a bike is returned we inspect it for safety and perform any tune-ups or repairs to get it ready for the next rider.

Zap collects contact information for authentication and billing purposes, some of our bikes have location information to keep the bikes safe and support theft recovery, diagnostics, and usage data to improve our products.