1. Purpose and Scope

1.1 These Customer Support Terms and Conditions (“Support Terms”) govern all interactions between users (“User”, “you”) and the Customer Support services (“Support Services”) provided by Zingrev OÜ, registry code 17315908, Tuukri tn 19-202, Kesklinna linnaosa, Tallinn, 10120, Estonia (“Zingrev”, “we”, “our”, “us”).

1.2 These Support Terms apply whenever a User contacts Zingrev via any official support channel, including:

• In-app chat and web chat;
• Telephone support;
• Email correspondence;
• Social-media messaging (where officially managed by Zingrev).

1.3 These Support Terms complement and must be read together with the Terms of Service, Privacy Policy, Invoicing Policy, Payment Terms & Fees Policy, Refunds & Cancellations Policy, Community Standards & Enforcement Policy, EV Driver Code of Conduct, Charger Provider Code of Conductand any other Zingrev policy incorporated by reference.

2. Nature of Support Services

2.1 The Support Services are intended to assist Users with:

• Technical issues relating to access or use of the Platform or Mobile App;
• Account verification or recovery;
• Payment, billing, or refund questions;
• Reporting safety, misconduct, or policy breaches;
• General product or feature inquiries.

2.2 Support Services are advisory and informational in nature. Zingrev does not provide legal, tax, financial, or engineering advice via support channels.

2.3 Zingrev will make reasonable efforts to respond promptly, but no guarantee is made as to response time or outcome.

3. Availability of Support

3.1 Zingrev offers Support Services during published business hours 08:00-18:00 CET between Monday to Friday.

3.2 Emergency incidents (e.g., safety threats) may be prioritized; non-urgent queries will be handled in order of receipt.

3.3 Zingrev reserves the right to record, monitor, and review chat and call interactions for training, quality assurance, and security purposes, in accordance with Section 9 (Data Protection).

4. Identification and Verification

4.1 To protect account integrity, Zingrev may verify User identity before disclosing or amending account information. Verification methods may include:

• Confirming registered phone number or email;
• Confirming ID details used during sign-up and profile verification;
• Requesting partial payment details or booking IDs;
• Requesting confirmation of past transactions or activity.

4.2 Users must cooperate in the verification process. Zingrev may decline to process a request if identity cannot be confirmed.

5. Conduct During Support Interactions

5.1 Users must communicate courteously and professionally with support staff. Harassment, abusive language, discriminatory remarks, or threats are strictly prohibited.

5.2 Zingrev reserves the right to terminate a support session immediately in the event of abusive behaviour and may restrict future access to Support Services.

5.3 Support representatives are entitled to end conversations once reasonable assistance has been provided or if the inquiry falls outside Zingrev’s remit.

6. Accuracy of Information Provided by Users

6.1 Users are responsible for ensuring that all information submitted to Support (e.g., contact details, reservation data, payment identifiers etc.) is accurate and complete.

6.2 Zingrev shall not be liable for losses arising from inaccurate or misleading information provided by Users.

7. Data Collected During Support

7.1 During support interactions, Zingrev may collect and process personal data such as:

• Identification details (name, phone number, email, account ID);
• Transaction or reservation references;
• Technical information (device, OS, app version, IP logs);
• Chat transcripts and call recordings;
• Any documents or screenshots voluntarily shared.
• IP address, device identifiers, operating system, browser type, app version

7.2 This data is processed solely for:

• Responding to and resolving support inquiries;
• Quality control and training;
• Detecting fraud, abuse, or security incidents;
• Compliance with legal or regulatory obligations.

7.3 Processing is carried out under Article 6(1)(b) (performance of contract) and Article 6(1)(f) (legitimate interests) of the GDPR, and where applicable Article 6(1)(c) (legal obligation).

8. Recording of Calls and Chats

8.1 Support calls and chats may be recorded for quality assurance and security.

8.2 Users are informed of such recording prior to or at the start of the interaction. Proceeding with the call/chat constitutes consent under Article 6(1)(a) GDPR where required.

8.3 Recordings are retained only for the minimum period necessary (normally 90 days unless a longer period is needed for ongoing issues, legal claims, or regulatory reasons).

9. Data Protection and GDPR Compliance

9.1 Zingrev acts as a data controller for personal data collected through Support Services.

9.2 All data is processed in accordance with the EU General Data Protection Regulation (Regulation (EU) 2016/679) and the Estonian Personal Data Protection Act.

9.3 Data may be stored on secure servers within the European Economic Area (EEA). Transfers outside the EEA, if any, will rely on lawful mechanisms such as adequacy decisions or Standard Contractual Clauses.

9.4 Access to support data is restricted to authorized personnel under confidentiality obligations.

9.5 Users have the right to request:

• Access to their personal data (Art 15 GDPR);
• Correction of inaccuracies (Art 16);
• Erasure (“right to be forgotten”) where applicable (Art 17);
• Restriction or objection to processing (Arts 18–21).

Requests can be submitted to legal@zingrev.com.

10. Data Retention

11. Confidentiality and Security

11.1 All information exchanged with Support is treated as confidential.

11.2 Zingrev implements technical and organizational measures including encryption, secure authentication, and access logging to protect data against unauthorized access or loss.

11.3 Users must not disclose their passwords, OTPs, or other security credentials during support chats or calls.

12. Prohibited Submissions

12.1 Users must not send to Support any content that is unlawful, defamatory, obscene, or infringes third-party rights.

12.2 Zingrev reserves the right to delete or refuse to process such materials and may report illegal content to authorities.

13. Scope of Assistance and Limitations

13.1 Support staff cannot:

• Override or alter payment transactions outside approved procedures;
• Disclose personal data of other Users;
• Provide energy, engineering, or technical maintenance assistance beyond app functions;
• Engage in negotiations between EV Drivers and Charger Providers except as permitted under dispute-resolution policies.

13.2 Advice provided by Support does not constitute a legally binding commitment unless confirmed in writing by authorized Zingrev representatives.

14. Third-Party Service Providers

14.1 Zingrev may use specialized vendors (CRM, chat platforms, telephony systems) to facilitate Support.

14.2 Such vendors act as data processors under GDPR and operate under written contracts ensuring compliance with Articles 28–32 GDPR.

15. Escalation and Complaints

15.1 If a User is dissatisfied with Support handling, they may escalate by emailing support@zingrev.com with the ticket number and a clear description of the issue.

15.2 Escalations are reviewed by a senior support manager within 10 working days from the day email is received.

15.3 Persistent unresolved matters may be referred to the TTJA or to the EU ODR Platform as described in the Terms of Service.

16. Liability

16.1 Zingrev shall not be liable for indirect, incidental, or consequential damages arising from the use or unavailability of Support Services.

16.2 Nothing in these Support Terms excludes liability for gross negligence, fraud, or death/personal injury caused by negligence.

17. Updates to Support Terms

17.1 Zingrev may update these Support Terms from time to time to reflect operational or legal changes.

18. Relationship with Other Policies

18.1 These Support Terms supplement, and do not override, the Privacy Policy, Terms of Service, Community Standards & Enforcement Policy, and Codes of Conduct.

18.2 In case of conflict, the Terms of Service shall prevail.

19. Governing Law and Jurisdiction

19.1 These Support Terms are governed by Estonian law.

19.2 Any disputes shall be submitted to the competent Estonian courts, without prejudice to EU consumer-protection rights and the ability to use the EU ODR Platform.

20. Contact