Terms and Conditions of Service

ZUM RIDE PVT. LTD. — Kathmandu’s Premium Electric Mobility Network

Platform: ZUM Ride Application (iOS and Android)

Operator: Zum Ride Pvt. Ltd. | Registered in Nepal

Registered Address: Dillibazar, Kathmandu, Nepal

Effective Date: 17 June 2026

Last Updated: 17 June 2026

Service Area: Within the Ring Road of Kathmandu — 5:00 AM to 10:00 PM daily

Contact: contact@zumridesnepal.com

Website: www.zumrides.com

PLEASE READ CAREFULLY BEFORE USING THE ZUM RIDE PLATFORM. By creating an account, completing KYC verification, or unlocking a Cycle, you acknowledge that you have read, understood, and agree to be legally bound by these Terms and Conditions in their entirety, together with the Privacy Policy, which is incorporated by reference. If you do not agree to these Terms, you must not access or use the Zum Ride Pvt. Ltd. application or service.

1. Definitions

In these Terms and Conditions, the following terms have the meanings set out below, unless the context requires otherwise:

• “Application” or “App” means the ZUM Ride mobile application available on iOS and Android, together with the ZUM Ride website (www.zumrides.com) and all associated systems, IoT Devices, Stations, and services through which Users access the Service.

• “Balance”, “Ride Balance”, or “Zum Balance” means the single pooled allocation of pre-purchased ride-time minutes credited to a User’s Account, which depletes in real time during active Rides at the applicable per-minute rate. Top-Ups, Packages, Subscription allocations, and bonus minutes all add minutes to this single Balance.

• “Blacklisting” means the permanent deactivation of an Account following repeated or severe violations of these Terms, rendering the User permanently ineligible for the Service.

• “Cycle” means any electric or pedal-assist bicycle made available by ZUM Ride for rental through the App, including its battery, motor, QR Code, GPS tracker, IoT Device, phone holder, basket, lights, horn, and disc brakes.

• “Day Pass” means a single-day product granting unlimited ride time on the specific day for which it is booked, as described in Section 12.

• “Geofence” or “Geofence Zone” means the digitally defined geographic boundary within which Cycles are permitted to operate, comprising an Inner Boundary and an Outer Boundary as described in Section 10.

• “Inner Boundary” means the first perimeter alert zone of the Geofence, beyond which a warning and grace period apply before penalties are assessed.

• “IoT Device” means the internet-connected hardware unit embedded in each Cycle enabling real-time GPS tracking, remote locking, and communication with the App.

• “KYC” or “Know Your Customer” means the mandatory identity verification process required before a User may access ride and payment features (Section 5).

• “Minimum Age” means eighteen (18) years. (The minimum age applies wherever referenced in these Terms; it is defined here only.)

• “Nagarik App” means the Government of Nepal’s official digital identity application used for Quick KYC verification by QR scanning.

• “Negative Balance” means a condition in which a User’s Ride Balance falls below zero, resulting in an amount owed to ZUM Ride.

• “One-Time Purchase” means a single, non-recurring purchase of a Top-Up, Package, or Day Pass for which the User is charged once.

• “Operator”, “ZUM”, “ZUM Ride”, “we”, “us”, or “our” means Zum Ride Pvt. Ltd., a company registered in Nepal and operating the ZUM Ride App from Dillibazar, Kathmandu.

• “OTP” means a one-time password transmitted to a User’s registered mobile number or email address for verification.

• “Outer Boundary” means the outermost perimeter of the Geofence Zone, beyond which immediate penalties apply with no grace period.

• “Package” means a larger allocation of ride-time minutes (currently Core, Pro, and Ultra), which a User may obtain either as a One-Time Purchase or, where ZUM Ride offers it, as a recurring Subscription. In both cases the minutes are added to the User’s Zum Balance.

• “Pop-Up Station” means a temporary virtual station location shown on the App map when a Rider parks a Cycle outside a designated Station, visible to nearby Users for immediate reservation.

• “QR Code” means the unique machine-readable label affixed to each Cycle or Station Screen used to initiate or terminate Rides.

• “Recurring Mandate” means a standing authorisation granted by a User to ZUM Ride to automatically debit a linked bank account or digital wallet, used for Subscription renewals and for one-tap payments that the User initiates.

• “Reservation” means the advance booking of a specific Cycle at a designated Station, reserving that Cycle for the exclusive use of the reserving User.

• “Ride” means a period of active use of a Cycle, commencing when a User scans the Cycle QR Code and the Cycle unlocks, and ending when the Ride is formally closed through the App.

• “Service” means the electric cycle-sharing rental service offered through the App, including all associated features such as payments, Packages, Subscriptions, Tokens, SOS functionality, and utility services.

• “SOS Feature” means the in-Application emergency alert function available to Users during active Rides.

• “Station” means a physical ZUM Ride-designated location for starting and ending Rides, which may be equipped with docking slots and a Station Screen QR Code, or may be a designated safe parking area approved by ZUM Ride.

• “Subscription” means an optional recurring-billing arrangement under which a Package is billed on a recurring (for example, monthly) basis and ride-time minutes are allocated each billing period, for as long as the Subscription remains active.

• “Token” means a virtual in-Application unit (NPR 100 each) purchasable by Users and used for specific actions, including ending a Ride outside a Station, and for penalty charges as described herein.

• “Top-Up” means a smaller One-Time Purchase of ride-time minutes (for example, an hourly bundle) added to the User’s Zum Balance.

• “User” or “you” means any individual who creates an Account on the App and accesses the Service.

• “Valid-Till Date” means the single date until which a User’s Zum Balance remains usable (Section 12).

2. Acceptance of Terms

• By downloading, installing, or opening the Application, or by creating an Account, you confirm that you have read, understood, and agree to be bound by these Terms, together with the Privacy Policy, which is incorporated by reference.

• If you do not agree to these Terms, or to any updated version of them, you must not use the Service, and all features of the App will be restricted.

• These Terms constitute a legally binding agreement between you and ZUM Ride.

• ZUM Ride reserves the right to amend these Terms at any time, with or without prior notice, in accordance with Section 26. To continue using the Service, you must accept the updated Terms when prompted.

• These Terms must be read together with any supplemental terms, policies, or notices published by ZUM Ride from time to time, including terms applicable to Packages, Subscriptions, and utility payments.

3. User Eligibility

To register for and use the Service, you must:

• Be at least the Minimum Age;

• Be a natural person capable of entering into legally binding agreements under the laws of Nepal;

• Hold a valid mobile phone number and email address in your own name;

• Successfully complete KYC verification as described in Section 5; and

• Not be subject to any suspension, Blacklisting, or access restriction imposed by ZUM Ride.

The Service is intended for individual, non-commercial use only. Use of the Service for any commercial purpose — including sub-rental or resale of Cycles or ride time to third parties — is strictly prohibited. By registering an Account, you represent and warrant that all information you provide is accurate, complete, and current, and that you will keep it accurate throughout the life of your Account. ZUM Ride may verify User eligibility at any time and may suspend or terminate Accounts where eligibility requirements are not met or have been misrepresented.

4. Account Creation & Security

4.1 Registration

• To access the Service, you must create an Account by providing your full legal name, a valid email address, a valid mobile phone number, and a password.

• Account registration requires OTP verification of both your mobile phone number and your email address. Both steps must be completed before accessing the Service.

• Each User may hold only one (1) active Account. Creating multiple Accounts may result in suspension of all associated Accounts.

• Your Account is personal and non-transferable. You may not assign, transfer, or sub-licence your Account or any rights under these Terms.

4.2 Account Security

• You are responsible for maintaining the confidentiality of your Account credentials, including your password and any biometric authentication enabled on your device. You must not share your credentials.

• You are solely responsible for all activity under your Account. If you become aware of unauthorised access, you must notify ZUM Ride immediately through in-App Help and Support.

• ZUM Ride will lock your Account after three (3) consecutive failed login attempts. A locked Account cannot be self-unlocked and requires contact with the ZUM Ride support team through the Help and Support feature on the login screen.

• The Application supports biometric login (fingerprint or Face ID) as a convenience feature facilitated entirely by your device’s operating system. ZUM Ride does not collect, process, or store any biometric data.

• The ’Remember Me’ option keeps you logged in automatically to reduce repeated credential entry.

4.3 Account Deletion

• To permanently delete your Account, go to Settings → My Profile → Account → Delete Account. Account deletion is irreversible.

• Outstanding Negative Balances or pending Token charges must be resolved before deletion. Data removal may be requested only if the User has a zero-minute Balance and no active or Negative Balance.

• ZUM Ride retains certain data following deletion in accordance with applicable law and the Privacy Policy.

5. KYC Identity Verification

5.1 Mandatory Requirement

All Users must complete KYC verification before accessing the following features: initiating or reserving a Ride; purchasing Top-Ups, Packages, Subscriptions, Tokens, or Day Passes; and using any payment function within the App. KYC is a one-time process. Once approved, an access window opens, the User is notified in the App, and access to all features is granted on a first-come, first-served basis (Section 5.4).

5.2 Documents Required

• Full residential address;

• Identity document details together with front and back photographs of one of the following: Citizenship Certificate, National Identity Card, valid Passport, or Driving Licence;

• A clear selfie photograph of the User’s face; and

• An emergency contact, including the contact’s relationship to the User and phone number.

5.3 Submission Methods

• Quick KYC (recommended): Scan the QR code shown on the ZUM Ride website using the Nagarik App, which imports identity information from the government system — no manual typing required.

• Manual KYC: Manually enter the required information and upload document photographs in the Application.

5.4 Review, Approval & Eligibility

• All KYC submissions are reviewed manually by the ZUM Ride team. ZUM Ride notifies Users of the outcome by in-App notification. KYC approval is at ZUM Ride’s sole discretion.

• Users who have submitted KYC but not yet received approval may access only the Help section, the in-App support chat, and KYC status notifications. All ride and payment features remain locked until KYC is approved.

• After approval, an access window is opened, the User is notified in the App, and access to all features is then granted on a first-come, first-served basis.

• Submission of false, misleading, or fraudulent KYC documentation is a material breach of these Terms and will result in immediate Account suspension and possible referral to law enforcement.

5.5 KYC Updates & Consent

• Users may update KYC details (address, documents, photo, emergency contact) at any time via Settings → My Profile → Account → Update KYC. Updated submissions are subject to the same review process and take effect only upon approval.

• By submitting KYC information, you expressly consent to ZUM Ride collecting, processing, and retaining your identity documentation for the purposes described in the Privacy Policy, including anti-fraud and regulatory compliance.

• ZUM Ride does not share your KYC or identity data with third parties for their own use. Where ZUM Ride uses third-party tools to assist verification — for example, automated AI likeness or identity-matching checks — those tools operate within ZUM Ride’s own server environment under contractual terms, and the third-party providers have no access to your KYC or identity data. Identity information imported through the Nagarik App is obtained from the Government of Nepal’s system at your initiation.

6. Location Access & GPS Consent

The ZUM Ride Application is a location-based service. Location access is technically required for the Application to function. Without it, core features — including the map, station discovery, Ride initiation, Geofence enforcement, Ride-end verification, and SOS functionality — will not operate.

• By using the Application, you expressly consent to ZUM Ride accessing your device’s GPS location for: real-time Ride tracking and route logging; display of nearby Cycles and Stations; Geofence boundary monitoring and enforcement during Rides; verification of your location when ending a Ride outside a Station; activation and operation of the SOS Feature; and generation of ride route history.

• ZUM Ride uses location data primarily while the Application is actively in use or during an active Ride. ZUM Ride does not track your location when you are not riding or actively using the Application, so battery impact is minimal.

• You must grant location permission and enable your device’s GPS. If location permission is denied or GPS is disabled, the Application will be unable to provide the Service.

• Location data collected during Rides is retained in accordance with the Privacy Policy and may be used for dispute resolution, Geofence enforcement review, and regulatory compliance.

7. Ride Rules & Conduct

7.1 Ride Initiation

A Ride commences when you scan the QR Code on an available Cycle using the in-App Scan QR function and the Cycle unlocks. Before unlocking, the Application verifies that: (a) the Cycle is online and available; (b) you have sufficient Ride Balance (or a Day Pass valid for that day); and (c) your Account is in good standing with approved KYC. Before starting, the App shows a summary screen displaying battery percentage, Cycle ID, estimated range (throttle and pedal-assist), battery condition, and a Cruise Mode toggle.

7.2 Pre-Ride Inspection

ZUM Ride does not and cannot guarantee the safety, roadworthiness, or condition of any Cycle, and for this reason a pre-ride inspection is important and is your responsibility. Before commencing a Ride, conduct a reasonable visual inspection of the Cycle, including the frame, tyres, brakes, handlebars, lights, and IoT Device, for any visible defect or damage. If you identify any defect or pre-existing damage, you must not use the Cycle and must report it immediately through in-App support. Failure to report pre-existing damage before commencing a Ride may result in your being held responsible for it. Starting a Ride confirms that you have inspected the Cycle and found it fit to ride.

7.3 Traffic Laws & Safe Riding

• You are solely responsible for complying with all applicable traffic laws, road rules, and local regulations of Nepal when operating a Cycle. ZUM Ride accepts no liability for fines, penalties, accidents, or legal consequences arising from traffic-law violations.

• You must ride safely, responsibly, and considerately at all times. You must NOT: ride while impaired by alcohol, drugs, or any substance affecting safe operation; carry passengers or additional riders; use the Cycle to tow any vehicle or object; load the Cycle beyond its specified limits; ride where cycling is prohibited; or use a mobile device while riding in any manner that compromises road safety.

• Fitness to ride. You are responsible for assessing whether you are fit to ride safely before each Ride. You must not ride if you are injured, unwell, fatigued, or affected by any temporary or ongoing condition, or by any medication, that impairs your vision, balance, alertness, or reaction time, or that could otherwise affect your ability to operate the Cycle safely and ride safely in traffic — including any condition that could cause sudden incapacitation while riding. This requirement concerns your ability to ride safely at the time of each Ride and applies equally to all Riders; it is not a basis for excluding anyone from the Service on account of disability.

7.4 Cycle Technical Specifications

• Maximum assisted speed: 25 km/h, whether ridden on throttle or with pedal assist. Average real-world speed: 16–21 km/h.

• Full battery range on throttle: approximately 40 km. With pedal assist: approximately 75 km.

• Every Cycle is equipped with dual disc brakes, LED headlamps, an electric horn, a front basket, swappable batteries, and a handlebar-mounted phone holder.

• Cruise Mode unlocks after you complete a cumulative total of 15 km on ZUM and must be enabled in the App (Preferences) before your next ride. When enabled, the Cycle maintains a steady motor-assisted speed automatically.

7.5 Cycle Condition & Interference

You must not tamper with, modify, damage, or attempt to repair any part of the Cycle, including the IoT Device, GPS tracker, locking mechanism, or QR Code. Any such interference is a material breach of these Terms and renders you liable for all costs of repair or replacement.

7.6 Cycle Loss or Theft

If a Cycle is lost or stolen during your Ride, you must immediately report it to ZUM Ride through the SOS Feature or in-App support, and to local law enforcement. You may be held liable for the replacement cost of a Cycle that is not recovered as a result of your negligence or failure to secure the Cycle appropriately.

7.7 Locking During a Ride

If you need to leave the Cycle temporarily during a Ride without ending it, use the Lock Cycle function in the mid-ride menu. The Ride timer continues to run while the Cycle is locked. ZUM Ride accepts no responsibility for a locked Cycle that is lost, damaged, or moved during your absence.

7.8 Ride History

ZUM Ride records all Ride data, including route history, duration, distance, start and end locations, and Balance used. This data is accessible through the History section of the Application and retained in accordance with the Privacy Policy.

7.9 Speed Monitoring

Ride speeds are monitored throughout every session via the Cycle’s IoT system. If a User is found to be riding at speeds significantly above expected operational limits on a consistent basis — particularly on downhill terrain — those instances are reported internally and may result in account usage restrictions.

7.10 Cycle Maintenance & Repairs

• If a Cycle requires maintenance, develops a fault, or is damaged, you must not attempt to repair, service, adjust, or modify it yourself. Self-repair is not permitted under any circumstances.

• You must report the issue to ZUM Ride promptly through the in-App Help and Support channel. All maintenance and repairs are carried out solely by ZUM Ride-authorised mechanics.

• Where a Cycle fault or maintenance issue affects your Ride, ZUM Ride may, on a case-by-case basis, credit ride-time minutes to your Account as a goodwill measure. Any such credit, and the amount of minutes credited, is awarded entirely at ZUM Ride’s sole discretion and does not constitute an entitlement or a refund.

8. Cycle Reservations

• Users with approved KYC and sufficient Ride Balance may reserve a specific Cycle at a Station in advance using the Reserve function on the home screen.

• A Reservation is confirmed immediately upon selection of a Station. From the moment of confirmation, your Ride Balance begins to count down at the applicable rate. You are strongly advised to proceed to the reserved Cycle promptly to minimise Balance consumption before the Ride commences.

• A reserved Cycle is held exclusively for the reserving User and cannot be unlocked by any other User during the reservation period.

• Once a Reservation is active, you may only unlock and commence a Ride on the specific Cycle assigned to your Reservation. You cannot initiate a Ride on a different Cycle while a Reservation is active; you must cancel your active Reservation before scanning a different Cycle.

• When browsing Cycles to reserve, the Cycle with the highest estimated remaining range at that Station is highlighted to assist selection.

• You may also reserve a Cycle while an active Ride is already in progress, in order to plan your next trip.

• Day Pass bookings may be made up to 30 days in advance. The booking date may be changed once, either earlier or later, within 30 days of purchase, provided the change is made at least 48 hours before the scheduled date. Same-day booking is not currently supported.

• Cycle condition at booking: While ZUM Ride endeavours to keep all Cycles in good working order, the condition of a reserved Cycle cannot be guaranteed at the time of booking. If a reserved Cycle is in an unsatisfactory condition on collection, report it immediately through in-App support; the ZUM Ride team will work to resolve the issue or arrange an alternative Cycle where possible.

• Pop-Up Stations: When a User ends a Ride by parking outside a designated Station, the App may display the parked Cycle’s location as a temporary Pop-Up Station visible to nearby Users for reservation. Pop-Up Stations are temporary, tied to the specific parked Cycle, and do not generate push-notification alerts. Cycles with 30% charge or below are not shown in Pop-Up Station listings.

9. Stations & Ending a Ride

9.1 Ending at a Station (No Token)

• Ride to any ZUM Ride Station. Where a docking slot is available, dock the Cycle in the designated slot. If all slots are occupied, park the Cycle securely within the Station area.

• Scan the Station Screen QR Code to formally close the Ride. A Ride is not considered ended until the Station QR Code is successfully scanned. Departure from a Station without completing the scan does not end the Ride. The Station QR rotates regularly for security.

• Upon successful scan, ride statistics (duration, distance, Balance used) are displayed immediately. Cycles docked at Stations charge automatically.

9.2 Ending Outside a Station (1 Token)

• Where no Station is reasonably accessible, select ’End Ride Outside Station’ through the in-App End Ride function.

• Park the Cycle safely and upright, off the road and not obstructing any traffic, gate, pathway, or entrance. Take and submit a clear photograph of the Cycle and its immediate surroundings.

• Await review and approval of the photograph by the ZUM Ride team. One (1) Token is charged upon approval, not upon submission. The Ride timer continues running until approval is granted.

• If the parking location is unsuitable, you must re-park and resubmit. Ending a Ride outside a Station is available only until 9:30 PM.

• The Application records the Cycle’s GPS coordinates at the time of parking. When a Ride is ended outside a Station, nearby Users will see a Pop-Up Station allowing immediate reservation of that Cycle.

9.3 Station Infrastructure

All Station hardware, including docking slots, Station Screens, and kiosks, forms part of the Service. You must not damage, tamper with, or misuse any Station infrastructure, and you will be liable for any damage caused by your negligent or intentional acts.

9.4 Forced Ride Termination

If the Ride Balance reaches zero during a Ride, motor power cuts off, the Cycle slows to a stop, and the Cycle is automatically de-assigned from your Account once stationary. You will incur a Negative Balance for any time used after the Balance reached zero, which must be cleared via a top-up before any subsequent Ride.

10. Geofence Zones & Boundary Enforcement

10.1 Service Area & Operating Hours

• All Cycles must be operated within the designated Geofence Zone, which covers the area inside Kathmandu’s Ring Road. The Geofence boundary is displayed at all times on the in-App ride map.

• Service hours: 5:00 AM to 10:00 PM daily. At 9:30 PM, idle Cycles lock and active Riders are reminded to end their Ride. All Cycles lock by 10:00 PM.

• ZUM Ride may amend the boundaries of the Geofence Zone at any time. Updated boundaries are reflected in the Application with reasonable notice where practicable.

10.2 Boundary Penalties

• Inside the Geofence: the Ride runs normally, with no alerts or charges.

• Inner Boundary (first breach): the Cycle beeps and sends a push notification, and a five-minute grace period begins. If you return within the grace period, no charge applies. If you do not, 2 Tokens are charged, the motor assist is cut, and a further 2 Tokens are charged for every additional five (5) minutes you remain outside. The Cycle locks once it comes to rest.

• Outer Boundary (second breach): there is no grace period. 2 Tokens are charged immediately, the motor assist is cut instantly, and a further 2 Tokens are charged for every additional five (5) minutes outside. The Cycle locks once it comes to rest.

• If a Cycle remains outside the Inner Boundary for more than five minutes after the grace period ends, or outside the Outer Boundary for more than five minutes, the Cycle is automatically de-assigned from your Account.

• If your Token balance is insufficient to cover penalties, the deficit is added to a Negative Balance, which must be cleared before your next Ride.

• Repeated boundary violations may result in restrictions on your Account.

• Geofence enforcement is automated. ZUM Ride is not liable for inconvenience arising from automated penalty deductions, power cuts, or auto-locking resulting from boundary violations. Disputes regarding automated Geofence penalties must be raised with ZUM Ride support within a reasonable period of the relevant Ride.

11. Tokens

• Tokens are virtual in-Application units with no cash value and no redemption value outside the App. Tokens are purchased within the Application and are non-refundable except where required by applicable law.

• One (1) Token costs NPR 100. Tokens do not expire.

• Token uses: (a) ending a Ride outside a designated Station — 1 Token, charged upon approval; (b) Geofence boundary penalties — as described in Section 10; (c) Battery Swap Service — 1 Token (where available); (d) Bring Me a Cycle delivery service — 2 Tokens (Coming Soon).

• Certain Packages and Subscriptions include a complimentary allocation of Tokens. Complimentary Tokens have no cash value and are non-refundable. Check Settings before purchasing additional Tokens.

• Token deductions for Geofence penalties are automated and occur without requiring User confirmation at the time of deduction. You will receive notification of each Token deduction.

• Tokens are non-transferable between Accounts and cannot be gifted, sold, or assigned to any other User.

12. Payments, Balance & Billing

12.1 Supported Payment Methods

• Digital wallets: eSewa, CityPay.

• Bank transfer via NCHL/ConnectIPS: supports 51 commercial banks, development banks, and finance companies (see the full list in the App under Settings → Payment Options).

• Bank transfer via NPS (Nepal Payment Solution): supports select banks and finance companies (see the full list in the App).

• You must add at least one valid, active payment method in Settings → Payment Options before initiating any purchase, top-up, Package, or Subscription.

12.2 One-Tap / Mandate Payments

• By registering a One-Tap Payment Recurring Mandate through NCHL (ConnectIPS) or CityPay, you authorise ZUM Ride to debit the linked bank account or digital wallet (i) for the amount you specify at the time of a one-tap payment you initiate, and (ii) where you hold a Subscription, for recurring Subscription charges.

• You may view or cancel your mandate through your bank’s portal or the NCHL platform at any time. Your bank account details are never stored within the ZUM Ride App.

• Your ZUM Ride phone number and email must match those registered with the bank. A mismatch triggers a notification to resolve before proceeding.

12.3 Packages — One-Time Purchase or Subscription

• Packages (currently Core, Pro, and Ultra) may be offered as a One-Time Purchase or as a recurring Subscription. The options available to you are displayed in the App at the time of purchase, and either or both may be offered at ZUM Ride’s discretion.

• One-Time Purchase of a Package: you are charged once; the minutes are added to your Zum Balance and carry the validity window set out in Section 12.5.

• Subscription: you authorise a Recurring Mandate and are billed on a recurring basis (for example, monthly) for the term shown in the App. Ride-time minutes are allocated to your Zum Balance each billing period and carry the same validity treatment set out in Section 12.5. You may cancel a Subscription at any time as described in the App; on cancellation, access continues until the end of the current paid period, after which no further minutes are allocated and your remaining Balance follows the validity rules in Section 12.5.

• No automatic conversion or enrolment: choosing a One-Time Purchase does not enrol you in any Subscription, and ZUM Ride will not begin recurring billing without your express authorisation through a Recurring Mandate.

• Future recurring plans—no automatic enrolment or re-billing: ZUM Ride may introduce optional recurring subscription plans in the future. Any such plan will require a separate, explicit opt-in from you. If you are an existing one-time Package holder at the time any recurring plan is introduced, you will not be automatically converted to that plan or billed on a recurring basis without your express consent and a fresh Recurring Mandate authorisation.

12.4 Top-Ups (Pay As You Go) and Day Pass

• Pay-as-you-go Top-Ups currently include: Starter — 60 minutes (1 hour) for Rs. 155; Value — 150 minutes (2.5 hours) for Rs. 350; and Best Value — 300 minutes (5 hours) for Rs. 650. Each Top-Up carries the validity window in Section 12.5.

• Day Pass — Rs. 795 per day. A Day Pass applies to the specific day for which it is booked. On that day, from 5:00 AM to 10:00 PM, you may ride without any deduction of ride-time minutes from your Zum Balance, including across multiple separate Rides, with only one Cycle active at a time. A Day Pass does not add minutes to your Zum Balance and is valid only for its booked day; Token charges and Geofence penalties (Sections 9, 10, and 11) continue to apply during a Day Pass day. Day Pass bookings are governed by Section 8.

• Current prices for all Top-Ups, Packages, Subscriptions, and the Day Pass are displayed in the App and may change from time to time; the price shown at the time of purchase applies to that purchase.

12.5 Ride Balance Validity

• Your Zum Balance is a single pooled Balance of prepaid minutes. Each addition of minutes — whether by Top-Up, One-Time Package purchase, Subscription allocation, or bonus — carries a validity window counted from the date of that addition: Top-Ups and bonus minutes — 28 days; Core Package — 60 days; Pro Package — 75 days; Ultra Package — 90 days.

• Your entire Zum Balance carries a single Valid-Till Date. When minutes are added, your Valid-Till Date is set to the later of (a) your existing Valid-Till Date, or (b) the date of that addition plus the applicable validity window for the minutes added. Your Valid-Till Date therefore only ever moves forward, and a later addition never shortens the validity of minutes you already hold. Validity is counted in days from the date of each addition, not by calendar month.

• Minutes remaining in your Zum Balance after the Valid-Till Date expire and are forfeited, and your usable Balance returns to zero. Tokens are not subject to the Valid-Till Date and do not expire.

12.6 No-Refund Policy

All payments made to ZUM Ride are non-refundable, to the fullest extent permitted by applicable law, including the Consumer Protection Act 2075. This includes One-Time Purchases, Subscription fees, pay-as-you-go Top-Ups, Day Pass purchases, and purchased Tokens, as well as any complimentary or bonus Tokens granted with a Package (which carry no cash value). Once a Subscription is activated, Subscription fees are non-refundable regardless of usage. Top-Ups and Packages are non-refundable once purchased, including any unused minutes remaining at the end of the validity period. Day Pass purchases are non-refundable once issued, including in cases of non-use or partial use. ZUM Ride does not provide refunds for any Ride Balance or minutes already purchased, whether used or unused, for purchased or complimentary Tokens, or for any other purchased item.

12.7 Negative Balance

• If your Ride Balance reaches zero during an active Ride, motor power assistance is cut and a Negative Balance accrues at the applicable per-minute rate.

• A Negative Balance is shown in red on the home screen, and ride access is suspended until it is cleared.

• Tap the red amount to go directly to the top-up screen. The Negative Balance amount is deducted automatically from your next top-up; no support contact is required.

• The Negative Balance must be cleared before initiating any subsequent Ride.

12.8 Low Balance Alerts

• At 10 minutes remaining: push notification.

• At 5 minutes remaining: push notification and one alarm beep on the Cycle.

• At 2 minutes remaining: push notification and SMS to your registered number.

• At 1 minute remaining: continuous alarm on the Cycle until action is taken.

• At 0 minutes: motor power cut; the Cycle locks once stationary; auto-de-assignment.

• At 30% battery charge, a push notification is sent and motor power gradually reduces; head to the nearest Station to swap Cycles.

12.9 Failed Payments

If a payment fails, no Balance is added. Verify your payment method and retry. ZUM Ride is not responsible for failed payments arising from insufficient funds, bank restrictions, or third-party gateway outages.

12.10 Invoices & Billing Records

• An invoice is automatically generated and sent to your registered, verified email address following every transaction. Email verification is mandatory to use payment features.

• Digital invoices are accessible under History → Purchases in the App. Use the date filter to find any past transaction or download a receipt.

12.11 Utility Payments & Bonus Minutes

• The Application supports utility bill payments (electricity via NEA, water via KUKL, mobile top-up via NTC/Ncell, internet and TV via Worldlink/Vianet/Dishhome, insurance premiums, and bank transfers via NPS) through the Services section, which is a third-party service. ZUM Ride is not responsible for the conduct, practices, availability, or content of any third-party service.

• Each utility payment completed through the App earns a bonus allocation of ride minutes credited directly to your Balance, carrying a 28-day validity window under Section 12.5.

• Every service payment is logged in the App under History, filterable by service or date.

13. SOS Emergency Feature

The SOS Feature is available to Users during active Rides only, accessible from the active Ride screen and the mid-Ride menu.

• Upon activation, the Application transmits your live GPS location and the Cycle’s GPS location to the ZUM Ride support team in real time; sends an immediate notification to your registered emergency contact; and enables the ZUM Ride support team to coordinate with law enforcement and emergency services on your behalf.

• The SOS Feature is intended exclusively for genuine emergencies during active Rides — accidents, injuries, theft, harassment, or any situation where your safety is at immediate risk.

• Misuse of the SOS Feature — including activation for non-emergency purposes, testing, or as a prank — is a material breach of these Terms. Repeated misuse may result in Account suspension or restriction of SOS access.

• ZUM Ride’s role in responding to SOS activations is limited to notifying emergency services and your emergency contact. ZUM Ride does not guarantee the response time or availability of emergency services and accepts no liability for outcomes arising from the actions or omissions of third parties following an SOS activation.

• The accuracy of location data transmitted during an SOS event depends on the GPS signal available to your device and the Cycle’s IoT Device. ZUM Ride does not warrant the precision of GPS data in all environments.

• By completing KYC and providing an emergency contact, you consent to ZUM Ride transmitting your live location and the Cycle’s location to your designated emergency contact and to emergency services upon SOS activation.

14. Notifications & Communications

• By creating an Account, you consent to receiving: Push Notifications — operational alerts including Balance warnings, Geofence alerts, Ride confirmations, KYC status updates, and payment confirmations; SMS — critical low-balance warnings, billing reminders, and urgent account alerts; Email — invoices for all transactions, account management communications, and policy update notices; and In-App Chat Messages — support responses, KYC status communications, and Service announcements.

• The in-App Notification and Chat feature provides access to both your alert history and a live support chat with the ZUM Ride team. The support chat supports text messages, voice messages (Tap & Talk), and photo uploads.

• You may manage notification preferences in Settings → My Profile → Preferences. Certain critical safety and billing notifications — including Geofence alerts, Balance warnings, and SOS confirmations — are mandatory and cannot be disabled.

• ZUM Ride support is available from 10:00 AM to 5:00 PM (NPT). For any queries, use Settings → Help and Support in the App.

15. Third-Party Services & Integrations

• The Application integrates with or relies upon third-party services including: payment processors (CityPay, eSewa, NCHL/ConnectIPS, and linked banking institutions); government identity verification (Nagarik App); map and location services; push-notification infrastructure; cloud hosting and infrastructure (servers located in Nepal); analytics services; and customer-support systems.

• Your use of third-party services through the App is subject to the terms and privacy policies of those third parties. ZUM Ride is not responsible for the conduct, practices, availability, or content of any third-party service.

• By using payment services integrated into the App, you authorise ZUM Ride to share your Account and transaction information with the relevant payment processors to the extent necessary to process your payments. Your bank and card details are not stored by ZUM Ride.

• ZUM Ride does not share your KYC or identity data with any third party for that third party’s own use. Any third-party verification technology used in identity checks (such as AI likeness or liveness checks) operates within ZUM Ride’s own server environment under contract, and the providers of that technology have no access to your data.

• ZUM Ride may add, remove, or change third-party integrations at any time. Where material changes affect your use of the Service, ZUM Ride will notify you in accordance with Section 26.

16. Account Suspension, Restriction & Termination

• ZUM Ride may, at its sole discretion and without prior notice, restrict, suspend, or permanently terminate your Account if: you breach any provision of these Terms or applicable law; your Account shows evidence of fraudulent activity or misrepresentation; you have an outstanding Negative Balance or unpaid amounts; you engage in repeated or serious Geofence violations; you misuse the SOS Feature; KYC reveals false or fraudulent information; you engage in conduct that endangers the safety of others or ZUM Ride staff; or ZUM Ride is required to do so by law or regulatory authority.

• Blacklisting is reserved for serious or repeated violations and results in permanent ineligibility for the Service. A Blacklisted User must contact ZUM Ride through the Help and Support link on the login screen and must fulfil any conditions set by ZUM Ride before any reconsideration of access.

• Force Logout: ZUM Ride may force-log a User out in certain circumstances — KYC pending approval, account verification requirements, Negative Balance, or unusual activity. You will receive a notification specifying the reason where permissible.

• Upon Account termination, all unused Ride Balance and Tokens are forfeited, except where applicable law mandates otherwise. ZUM Ride retains User data following termination in accordance with the Privacy Policy and applicable legal retention obligations.

• You may terminate your Account at any time through Settings → My Profile → Account → Delete Account, subject to resolution of any outstanding Negative Balance or pending Token charges.

17. Limitation of Liability & Disclaimers

USE AT OWN RISK. Use of ZUM Ride Cycles and the Application is at your own risk. Cycling and the use of electric-assist Cycles involve inherent physical risks, including the risk of accident, injury, or death. By using the Service, you expressly assume all risks associated with cycling, traffic, road conditions, and use of the Cycles.

• Disclaimer of warranties: The Application and Service are provided on an ’as is’ and ’as available’ basis without warranties of any kind. ZUM Ride does not warrant that the App will operate uninterrupted or error-free, that Cycles will be available at any particular time or location, or that the Service will meet your requirements. Cycle availability cannot be guaranteed at all times and may be affected by demand, maintenance, operational requirements, or other factors beyond ZUM Ride’s control.

• Limitation on damages: To the maximum extent permitted by applicable law, ZUM Ride’s total liability to you for any claim shall not exceed the amount paid by you to ZUM Ride in the thirty (30) days preceding the event giving rise to the claim.

• Exclusion of consequential loss: ZUM Ride shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, personal injury, property damage, or other losses arising from your use of the Service.

• Third-party systems: ZUM Ride accepts no liability for service failures, payment delays, or data errors arising from the systems of third-party payment processors, map providers, notification services, or other third-party integrations.

• App malfunction during a Ride: If the Application malfunctions or crashes during an active Ride resulting in an inaccurate billing charge, raise a dispute through Help and Support within a reasonable period. ZUM Ride will investigate and, where a billing error is confirmed, make an appropriate adjustment to your Account.

• GPS and location accuracy: ZUM Ride does not warrant the continuous accuracy of GPS or location data. Geofence decisions, Ride-end verifications, and SOS transmissions rely on GPS signal quality, which may be affected by device capability, building obstruction, or network conditions.

• Energy consumption and range: Displayed battery range and estimated energy-consumption figures are indicative only and based on average conditions. Actual consumption and range may vary with rider weight, terrain, speed, weather, and battery age. ZUM Ride does not guarantee that any specific range or energy performance will be achieved.

• Insurance: All Rides are insured by [Insurance Provider]. ZUM Ride does not guarantee that any insurance claim will be paid; whether a claim is approved, and on what terms, is determined solely by [Insurance Provider] and is a matter between you and the insurer, on the insurer’s terms. As a courtesy, ZUM Ride will submit insurance claims on your behalf, but ZUM Ride holds no liability for the non-payment of claims by [Insurance Provider]. ZUM Ride recommends that all Users take all reasonable precautions for personal safety.

You agree to indemnify, defend, and hold harmless ZUM Ride, its directors, employees, agents, and representatives from and against any claims, liabilities, damages, losses, and expenses (including legal fees) arising from: (a) your use of or inability to use the Service; (b) your violation of these Terms; (c) your violation of any applicable law or the rights of any third party; or (d) any accident, injury, or damage caused by your operation of a Cycle.

18. Intellectual Property

• All intellectual property rights in the App, Application, software, content, trademarks, logos, and service marks are owned by or licensed to ZUM Ride. Nothing in these Terms grants you any right, title, or interest in the App or any intellectual property of ZUM Ride.

• You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Application solely for using the Service in accordance with these Terms. This licence terminates automatically upon termination of your Account.

• You must not copy, modify, distribute, sell, reverse-engineer, decompile, or otherwise exploit any part of the App or its underlying software.

19. Prohibited Conduct

Without prejudice to specific prohibitions elsewhere in these Terms, you must not:

• Use the App or Service for any unlawful purpose or in violation of any applicable law;

• Attempt to gain unauthorised access to any part of the App or to any other User’s Account;

• Interfere with or disrupt the integrity or performance of the App or any IoT Device;

• Create more than one Account, or create an Account on behalf of another person without their express consent;

• Provide false, inaccurate, or misleading information at any point, including during registration, KYC, or support interactions;

• Misuse, abuse, or improperly activate the SOS Feature;

• Sub-rent, transfer, or allow any third party to use a Cycle reserved or assigned to your Account;

• Use the Cycle or App for any commercial purpose, including advertising, delivery services, or any revenue-generating activity; or

• Engage in any conduct that damages the reputation of ZUM Ride or interferes with other Users’ enjoyment of the Service.

20. Governing Law & Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of Nepal, including the Electronic Transactions Act 2063, the Consumer Protection Act 2075, and applicable transport and data-protection legislation.

• In the event of any dispute, claim, or controversy arising out of or in connection with these Terms or your use of the Service, the parties shall first attempt to resolve the matter through good-faith negotiation.

• If the dispute cannot be resolved by negotiation within 30 days, either party may refer the matter to the competent courts of Nepal having jurisdiction over disputes arising in Kathmandu.

• The language of proceedings shall be English or Nepali, as mutually agreed.

21. Force Majeure

ZUM Ride shall not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure is caused by circumstances beyond ZUM Ride’s reasonable control, including natural disasters, governmental actions, civil unrest, power failures, internet outages, or third-party service disruptions.

22. User-Generated Content

• In using the Service, you may submit content including photographs (for Ride-end verification, support issues, and KYC), voice messages via the Tap & Talk feature, and written support messages (collectively, ’User Content’).

• You grant ZUM Ride a non-exclusive, royalty-free, worldwide licence to use, store, process, and display User Content solely for operating the Service, reviewing Ride-end submissions, processing support requests, and complying with applicable law.

• You are solely responsible for the accuracy, legality, and appropriateness of all User Content you submit, and must not submit content that is false, misleading, offensive, unlawful, or in violation of any third party’s rights.

• Photographs submitted for outside-Station Ride-end verification are reviewed by ZUM Ride staff, and the Cycle’s GPS coordinates at submission are recorded. ZUM Ride may retain such photographs as part of the Ride record for dispute resolution and audit purposes.

23. Service Modifications & Availability

• ZUM Ride reserves the right to add, modify, suspend, or discontinue any feature, function, or aspect of the App or Service at any time.

• ZUM Ride does not guarantee uninterrupted access to the App or availability of Cycles at any specific Station or time. Planned maintenance, IoT connectivity issues, or operational requirements may temporarily affect availability.

• Station relocation: ZUM Ride may relocate, add, or remove Stations at any time without prior notice. Station locations shown in the Application are updated on a best-efforts basis and may not always reflect real-time changes. ZUM Ride accepts no liability for inconvenience arising from Station relocation or removal.

• Continued use of the Application constitutes consent to automatic updates that may modify features, settings, or appearance. ZUM Ride recommends enabling automatic updates to ensure continued compatibility.

24. Severability & Waiver

• If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.

• ZUM Ride’s failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

25. Entire Agreement

These Terms, together with the Privacy Policy and any supplemental terms published by ZUM Ride, constitute the entire agreement between you and ZUM Ride with respect to the Service and supersede all prior agreements, representations, and understandings.

26. Updates to These Terms

• ZUM Ride may update or revise these Terms at any time, and these Terms are subject to change without prior notice.

• The updated Terms will be published in Settings → Legal → Terms and Conditions within the Application and on the ZUM Ride website. The ’Last Updated’ date at the top will reflect the date of each revision.

• To continue using the Service, you must accept the updated Terms when prompted. If you do not accept the updated Terms, you must stop using the Service, all features of the App will be restricted, and you may delete your Account.

27. Contact Information

Company: Zum Ride Pvt. Ltd.

Registered Address: Dillibazar, Kathmandu, Nepal

Email: contact@zumridesnepal.com

In-App Support: Settings → Help and Support

Website: www.zumrides.com

Support Hours: 10:00 AM – 5:00 PM (NPT)

Service Hours: 5:00 AM – 10:00 PM daily