This is a translation for your convenience. The Spanish version is the one that governs; if the two differ, the Spanish version prevails.
The Zanca Go network is operated by Luis Abarca G., an individual, with an address at Pensadores, C.P. 39090, Chilpancingo, Guerrero, México. For questions about these terms, write to info@zanca.mx.
1. What the network is
The network connects people who request a taxi with drivers who provide the ride. The ride is provided by the driver, with their own vehicle and under their own license and permit. The network provides the app, checks each driver's papers before they can receive rides, keeps a record of every ride and handles your claims.
2. Your account
- You sign in with a six-digit code sent to your email or phone. There is no password.
- Your account is personal. The details you give must be yours and true: the driver uses them to find you, and we use them to contact you if something happens.
3. Ride price
- Before you request a ride you see its estimated fare.
- Where the network accepts offers, you can propose a price and the driver can accept it or counter. The price you both accept in the app is the price you pay.
- At night the surcharge set by the fare applies, and you see it itemized before you confirm.
- Every ride carries a service fee added to the fare. Its amount depends on the ride's fare and you see it in the quote before you confirm.
- If you have a promotion, a voucher or points, the discount is applied before you confirm and you see it in the breakdown.
- The driver may not charge you more than what was agreed in the app or ask for extra charges. If they do, report it.
4. Payment
- You pay the driver in cash when the ride ends. Where the network accepts it, you can also pay by card in the app; card details are processed by a payment provider and the network does not store the full number.
- When the ride ends you get a receipt with the fare, the fee, the payment method and, if applicable, your points.
5. Cancellations
- You can cancel a ride from the app. Cancelling is free today.
- Cancellations you make once a driver is on the way are recorded. If they are frequent, the network may review your account.
- If the driver cancels or has a mishap, that cancellation does not count against you.
6. During the ride
- Before getting in, check that the driver and the vehicle are the ones the app shows you.
- Treat the driver with respect, wear your seatbelt and do not damage the vehicle. If you damage it, you are responsible for the damage.
- Do not bring objects or substances prohibited by law.
- When the ride ends you can rate it. Ratings help the network look after the service.
7. Safety
The app's emergency button sends your location to your trusted contacts and, where the municipality handles emergencies through this service, to its response center. It does not replace 911: in an emergency, call 911.
8. Your location and your data
We use your location to suggest a pickup point and show the ride on the map, and we store the pickup and destination points with each ride. During the ride, the driver sees your pickup point and your destination. The full details, including your rights, are in the privacy notice.
9. If something goes wrong
If you left something in the taxi, a charge doesn't add up or you want to report a driver, write to us from the help page with the date of the ride and the phone number or email you sign in with. We review the ride record and get back to you.
The network is responsible for the app working, for checking drivers' papers and for handling your claims. Nothing in these terms limits the rights given to you by Mexico's Federal Consumer Protection Law, and you may go to Profeco.
10. Suspension and closing your account
- The network may suspend an account used to commit fraud, assault a driver or abuse the service.
- You can stop using the network whenever you want and ask for your account and data to be deleted at Delete account (in Spanish).
11. Changes to these terms
If they change, we update the date above and the new terms apply to the rides you request from then on. You always see what you pay for each ride in the quote, before you confirm.
12. Governing law
These terms are governed by the laws of Mexico. Without prejudice to your right to go to Profeco, any dispute is resolved before the courts of Chilpancingo, Guerrero.