How do I book a ride?
Zum is an App-based service, so download our iOS App or Android App to get started. Once you have established an account and created a member profile for your child in the App, you can book a ride using our flexible booking tool where you can select your riders, and pick-up/drop-off times and locations.
You will be able to see the total ride mileage, approximate ride time and estimated cost as you configure your ride.
We will send you an email confirmation once you have successfully booked a ride.
When will I receive a ride confirmation? Can I review the driver’s profile before pick up?
You will receive an email confirmation of your ride shortly after you have successfully booked your ride. We typically assign drivers to rides by 8 pm PST the day before your ride. Once the driver is assigned to your ride, you’ll receive a text message: “Zumer has been assigned to your ride”. You can log in to the App to see your driver details which includes the picture of the driver, picture of their car, their license plate number and a short bio about them.
How do I rebook a ride?
You can rebook a ride within the App as follows:
How do I schedule a recurring ride to school?
You can make any ride recurring within the App by using our calendar function to easily select the days you wish to repeat the ride. If you are in the process of booking a new ride, you can make it recurring by pressing on the “Set Recurring Ride” pushbutton on the ride confirmation screen that appears at the end of the booking process.
If you would like to make a future ride recurring:
If you would like to make a past ride recurring:
You will not be charged for recurring rides at the time of booking. We charge you as each ride is completed and only when your child has arrived at their drop off location safely.
You can cancel or edit your recurring ride at any time before 7pm PST the previous day. Learn more about our cancellation policy. (insert the link to cancellation policy)
If you book 20-30 rides per month, we have bulk pricing discounts available. Find out more.
Will I get different drivers for different rides?
We assign a dedicated, small pool of drivers to your family, rather than random drivers every day to pick up your children. We want to provide a pool of drivers who you and your family always feel comfortable communicating with and can rely on. Feel free to leave us feedback or preferences on the drivers assigned to your family.
Can I have the same driver for my recurring rides?
We assign each family a small pool of drivers to ensure familiarity and continuity. Committing one dedicated driver in our experience is detrimental as drivers can have conflicting personal schedules and emergencies. Thus, to provide consistent service to your family, we rotate among a small pool of familiar drivers. Our matching algorithm recognizes which driver has completed the most rides for your family and automatically gives first preference to that driver to accept your ride assignment.
How do I share my child’s driver profile with my child’s school?
Once a driver has been assigned to your ride, you can share the driver profile with your child’s school or family member via phone text or email through the App:
How do I save or reuse frequently used locations in the App?
Once you enter a Pick-up or Drop-off address during the booking process in the App, a green star will appear in the right side of the address field. Tap on this star to enter a nickname for the address and it will be saved to your Favorite addresses.
To select a favorite or recently used address, tap on the starred button under the address field and it will open your address list. Your favorite and recently used addresses are organized under tabs.
What happens if my driver is running late?
Our drivers are highly vetted and always mindful about being punctual. Our built-in App technology has a driver sign-in function to remind drivers to be prepared before their shift. We are committed to clear and open communication with our drivers. In situations where a driver is running late, the driver or the Zum operations team will call you to inform you of the delay. You can also chat or call our live ops team from the App to get status updates. There are occasions where the traffic is heavy on the way to a drop-off location. It is advisable to plan for a 10-15 mins buffer time for drop-off. You can track the entire ride through the App once your driver has been assigned to the ride. Text message notifications will be sent to you as the ride progresses.
The entire ride can be tracked through the App.
Do I need to provide a booster seat?
No, you don’t have to provide your own booster seat. If your child requires a booster seat, you can specify this in your child’s member profile.
All Zum cars provide one booster seat on-demand. When our drivers see that your child requires a booster seat, they’ll have a booster seat in the vehicle.
Can I leave instructions for drivers?
Yes. When you schedule a ride, you can add specific notes in the “Pickup instructions” or “Dropoff instructions” fields so our drivers can follow accordingly. We encourage you to include notes about the pick up/ drop off location. For example: “Address is for ABC High School. Please wait in the parking lot.” You will also have the option to indicate whether signing in or signing out is required for your child. If so, the driver will sign your child in or sign them out according to the facility’s procedure. We include a time of 5 minutes for these procedures. If you anticipate that signing in/out takes longer, please book an additional wait time in the App. You can book wait times in increments of 15 minutes.
How do I cancel a ride?
If you no longer need your ride, you can cancel it through the App:
Learn more about our cancellation policies
What is carpooling?
Here at Zum, carpooling refers to rides where children from multiple families ride together in the same vehicle. Each child can be picked up and dropped off at the same or different locations.
Carpooling is a fun and affordable option for your kids to ride in the company of their friends.
How do I create a carpool with my neighbors?
In order for you or other families to create a carpool ride, you must share your child’s profile with the other carpool families. This will allow these other families to include your child in rides with their children. When other families share their children’s profiles with you, you will be able to include them in carpool rides with your own children.
When you schedule a carpool ride, you will have the option of specifying how the payment will be split amongst the carpooling families.
To allow other families to include your child in carpool rides they create:
To create a carpool ride and have other children ride with your own child:
How many stops are there in a carpool?
We are able to accommodate up to 5 children as part of the carpool in one car and accommodate their multiple pick ups and drop offs.
Can I track the carpool ride that my child is part of?
Yes, the primary contact for each member (rider) will receive ride notifications and be able to track the entire ride.
Can Zum find other families for my child to carpool with?
At this point, we require that families invite others and create their own carpools. In our experience, the best way to create a carpool is with your neighbors and friends or through school or activity center parent lists.
How does the childcare service work?
Childcare can be added before, during or after a ride in 15 minute increments, up to a maximum of 2 hours. This service is a great way to give families even more flexibility.
How much does childcare cost?
Childcare is charged at $6 for each 15 minute increment.
What kind of childcare experience do Zum drivers have?
Zumers must have childcare experience before they can be hired. In addition to this, all Zumers are TrustLine certified and many Zumers are parents who are very familiar with caring for children of all ages.
Do I have to book a ride to use the childcare service?
Yes, our childcare services are designed to be added to a ride.
Can any child ride with Zum?
We offer rides for children 5+ and youth. You can request a booster seat for your child through the “Special Seat Request” field when you create your child’s Member Profile in the App.
By when do I need to book the ride? How far in advance can I schedule it?
We require that you book your ride by 7 pm PST the evening before you require the ride. An important point to remember is that booking a ride does not guarantee a driver. You will only receive the driver details one day before your ride.
We send out assignments every day at noon and at 8 pm for the next day. Any rides booked past 7pm will need to be booked through Zum support team. Please contact Zum support team at firstname.lastname@example.org or call 909-554-3833.
Any rides booked past 7pm are served on first come first serve basis and are subject to driver availability. Once a driver has been assigned, you will receive a text notification and you will be able to see the driver details on your app.
How far in advance am I able to schedule a ride?
You can book your rides up to a year in advance up until 7 PM PST the evening before.
Is there a limit on how far Zum will drive my child?
No, there is no limit. We cover the entire Bay Area and Orange County.
What is the cancellation policy?
We understand that plans can change at the last minute. In order for us to manage our drivers and ensure families receive the best service possible, our cancellation policy is detailed below.
|Ride Status||Refund amount|
|Ride is being canceled before 7pm the day before the ride commences.||100%|
|Ride has not started and is being canceled after 7pm the day before the ride commences.||50%|
|Ride is being cancelled within 2 hours before the ride is scheduled to commence or the ride has already started (driver is already en route to pick-up location).||0%|
Which locations does Zum provide service?
We currently serve the entire San Francisco Bay Area and Orange County.
San Francisco Bay Area
What are Zum’s hours of operations?
We can take rides from 6 am - 10 pm. Any rides after these hours can be requested by calling the Zum support team.
When can I contact Zum customer support?
What is the Kid’s App?
The Kids App was specifically designed with your children in mind, giving them access to view their upcoming rides, driver profiles and ride tracking. If your child has a mobile phone, it’s a great tool to keep them updated with the latest information about their rides.
Does my child need the Kid’s App?
It is not mandatory for your child to have the Kids App, but we believe it’s a great way for your child to know their drivers, keep track of where their drivers are and see what rides have been scheduled for them.
Who are Zum drivers?
Zumers come from all walks of life, but are typically part-time professionals, students, nannies, stay-at-home moms, teachers and nurses.
What criteria do Zum drivers need to meet?
Background 100% of our Zumers have childcare experience and have stellar driving and care records. - At least 21 years old - At least 3 years of experience working with children - At least 3 years of driving experience with clean driving record - Own a 2006 or newer four door vehicle in great condition - College education and/or experience working in a professional setting
Vetting Applicants go through a very thorough interview process (both phone and in-person interviews) covering their personality, attitude, reactions to situations and sense of purpose. We go through multiple checks, such as address history, sex offender records, driving and SSN validations for every driver applicant. All Zumers pass National level FBI and Department of Justice background checks, DMV record and referral checks on an ongoing basis.
Vehicle inspection & Road-test Only Zum-approved vehicles are deployed for rides (which are at least a 2006 or newer four door vehicle in great condition). We have a strict policy to monitor regular maintenance and perform checks that proper inspections were completed. We conduct in-person road tests for every single candidate to make sure they drive safely while having your kids with them.
Selection Only 1 out of 5 applicants are selected to become a Zumer and they work hard to maintain the highest ratings.
What vehicles do Zum drivers use?
Zumers use their own vehicles, which must be a 2008 or newer four door car in very good condition.
Will I know who will be picking up my child?
Yes, absolutely! We send out driver details a day before the ride. You will be notified via text when a driver has been assigned to you, after which you can log in to the app to view the driver details on the home screen.
How will my child recognize the driver?
We send out driver details a day before the ride which includes a photo of the driver, a picture of their car, the make and model of the car as well as the license plate number. You also have an option to use a secret password that is generated 24 hours before the ride which will be shared on your home screen as well as with the driver. Your child can confirm the secret password with the driver to make sure he/she is leaving with the right Zumer assigned to them.
How will I know if my kid gets into the right car?
All Zum cars are marked with Zum stickers on the front and back windshield and all Zumers wear a Zum t-shirt. You can view the profile of your driver once drivers have been assigned, typically by 8pm the day before your ride.
How will I know my child has been picked-up or dropped-off?
Our app technology enables you to track the ride progress in real-time. You will get a notification when the drivers start their trip to the pick-up locations. When the driver has confirmed that your child has been picked up, you will receive an automatic text message. When you login to your app, you can see the driver is enroute to the drop-off location and you will be able to track their location in real time. Once the driver has confirmed that your child has been dropped off, you will receive another automatic text message to notify you of the drop-off. Text message notifications will be sent to you as the ride progresses.
The entire ride can be tracked through the App.
Can I request that the driver sign my child in & out from school or the facility?
Yes! You can request that drivers sign your child in and out of school or activities etc when you schedule the ride. Simply check the “Requires Sign-Out At Pickup” and/or “Requires Sign-In At Dropoff” indicators when you book your ride.
Please remember to inform your school or the facility so they know who is coming to pick up your child that day.
Is it necessary for my child to have a cellphone?
It is not necessary for your child to have a mobile phone, but if your child does carry a mobile phone he or she will be notified via text message when the driver is within 100 meters of the pickup location. Your child can also download our Kids App on their phone to see the ride details. They will not be able to schedule or edit rides but can view rides that have been scheduled for them.
How do I update my account information?
You can change your first name, last name and phone number through the App:
If you would like to change your email address please contact the Zum support team at email@example.com or call 909-554-3833.
How do I reset my password?
You can change your password through the App:
Is it mandatory to set up a profile and photo for my child?
Yes, it’s required to set up your child’s profile and photo. Our drivers need a clear photo of your child to reliably identify them upon pick up. You and your child will also be able to view your driver’s profile and their headshot when he/she is assigned to your ride.
I forgot my password or registered email address.
It happens! If you’ve forgotten your password, you can reset your password through the App:
If you’ve forgotten your registered email, please contact the Zum support team at firstname.lastname@example.org or call 909-554-3833
Can I add/ delete credit card information?
You can add multiple credit cards through the App:
How can I refer my friends?
You can invite your friends to experience Zum by sending them a link to download the Zum App, along with a promotion code for a $20 ride credit. Simply go to “Free Rides” under the main menu in the App.
How much will my ride cost?
Our ride price starts from $8 for carpool rides (per child for a one-way trip) and $16 for a single (non-carpool) ride. Childcare is available for $6 per 15 minute increment. The price of your ride depends on your exact location, time of day and other details. We recommend creating a ride in our App or use our Fare Estimator to view ride-specific price estimates . You will be able to see the price of your ride before confirming your booking in the App.
Please download our App from the links below - https://itunes.apple.com/us/app/zum/id1076430968 https://play.google.com/store/apps/details?id=com.ridezum.zum
When will I be charged?
Unlike other ride services, we don't charge you when you book the ride. We'll only charge your credit card once your children have arrived safely at their destination.
What are the additional charges that might be applied to my trip?
We charge the price you see when you book the trip. We totally understand that traffic will unavoidably add time and distance to your trip. However, we don’t charge for that. The only additional charges that may be applied to your trip are tolls, airport surcharges, or additional wait time.
Tolls: If your driver pays a toll during your trip or needs to pay a toll to return after drop-off, then a charge for the toll may be added to your fare. The toll charge may not reflect the amount actually paid but will be charged later when the driver reports the toll fee to us.
Wait times: We request our drivers to be at the pickup location 5 mins early and stay at the drop off location 5 mins late just in case of emergencies. Our drivers will factor in 5-10 mins of wait time for your child so they can pack their belongings after classes are dismissed or make their way to the front of the building. However, if the wait time goes beyond this range, we will charge $6 for every 15 minute increment.
How does Zum work? How can I be involved?
Zum is a reliable platform that provides on- demand and scheduled car ride and childcare services for kids and busy families. You can become a part of our awesome and accomplished community by helping busy families in your neighborhood. Our Zumers are absolutely loved by the families and make great money on their own schedules.
How are you different than Uber or other services?
We are primarily focused on children and families unlike other services which are not safe for kids. We do extensive checks on our Zumers and all of them come from a childcare background. We also take into consideration the needs of each individual family.
What are the requirements to become a Zumer?
Can I be a part of Zum even if I don't have a car?
That is a bummer but we require all Zumers to have their own car!
Can I be a part of Zum even if I don't have a car?
As a Zumer, you can drive on your own schedule. Some of our Zumers are part time while others are full time. We will assign you rides according to your own availability. We have several payment plan offers going on as promotions at various times of the year so be on a lookout for what works best for you! You can keep up with our news by following us on social media.
Does Zum reimburse for gas or provide a work mobile phone?
We do not do that, however, our pay rate is very competitive and higher than most companies in this industry. You will always be able to make profit on every ride.
What is the process to get hired? Does Zum do background checks?
Zum has a three step hiring process.
It is a quick process that takes 2-3 days.
What areas does Zum provide service in?
We currently serve the entire San Francisco Bay Area (Peninsula, South Bay, East Bay & North Bay). We are growing quickly so follow us on social media to keep up with our news!
How many assignments can I do in one day?
As a Zumer, you can do as many assignments as you would like. A lot of our full time Zumers drive for 6-7 hours in a day.
What is the pay rate?
Zumers, on an average, make anywhere between $16- $35 on every ride. You will be able to see the amount you will make before you accept any ride. We also have some amazing payment plans as promotions several times during the year, so be sure to ask us what is new!