RZAM Terms & Conditions

Definitions:

Breakdown: When the vehicle cannot be driven due to electrical, mechanical, flat tyre, or out of fuel situation.

Member: The person or company whom has acquired membership and linked their name with the vehicle registration number.

Membership Year: 12 months period from confirmation of membership.

Vehicle: The vehicle that is registered with RZAM on establishment of membership.

RZAM Service centres: located in Livingstone, Lusaka, Ndola, Kitwe, Chingola, and Solwezi.


RZAM City Assist:


Our City Assist Services are limited to minor or temporary repairs to get the vehicle on the road again and does not replace the need for permanent repairs and/or regular servicing.

This is a membership service, available to assist any breakdown or towing service within a 50km radius of RZAM travel to the site of your vehicle breakdown. (100km round trip from RZAM base to your vehicle and returning to RZAM base) Any break-down that cannot be repaired on-the-spot, we will tow your vehicle to the nearest place of safety or repairer within the 50km tow radius. The distance is measured from the RZAM base closest to your location, until eventual return of the recovery vehicle back to the original RZAM base. Anything exceeding this will be for your account at a member rate and payable at time of service. Any additional mileage will attract a per/km rate at members rates, payable at time of service.

All members are entitled to use the RZAM City assist service outside of the free entitlement for vehicles, motor bikes, quad bikes and trailers, by paying for services at the member rates. Payment must be received at time of service. Non-Members are entitled to use the same services at non-member rates.

RZAM City Assist services include assistance to an extent for the following:

Flat tyre change

We will where possible change your tyre if you have a spare tyre on-site. Where necessary we will tow the vehicle in accordance with the membership entitlement.

Emergency Fuel

If your vehicle runs out of fuel, we will provide a fuel service. If necessary, we will provide a tow to the filling station in accordance with the membership entitlement.

Jump Start Service

We will attempt to jump start your vehicle and where possible advise on the cause of the breakdown.

Each towing event is seen as a separate event, if our City Assist vehicles tow your vehicle to an RZAM yard for storage, and then the vehicle is towed to another site thereafter, this is considered another event.

Payment facilitates will be available at time of service for debit cards, credit cards, EFT mobile Banking, phone banking – all available through our payment gateway. Some of these services will be dependent on the availability of internet signal at the time of service. Cash and Cheques will only be accepted with authorisation from RZAM senior management.

Should you refuse to pay for additional towing, we will tow your vehicle to the nearest place of safety within your membership entitlement. Storage fees will be for your account.


RZAM Out of Town Recovery & Assistance:


This is a membership service, available to assist any breakdown or towing service within a 200km radius of RZAM travel to the site of your vehicle breakdown. (400km round trip from RZAM base to your vehicle and returning to RZAM base) Any break-down that cannot be repaired on-the-spot, we will tow your vehicle to the nearest place of safety or repairer within the 200km tow radius. The distance is measured from the RZAM base closest to your location, until eventual return of the recovery vehicle back to the original RZAM base. Anything exceeding this will be for your account at a member rate and payable at time of service. Any additional mileage will attract a per/km rate at members rates, payable at time of service.

RZAM out of Town Recovery & Assistance services include assistance to an extent for the following:

Flat tyre change

We will where possible change your tyre if you have a spare tyre on-site. Where necessary we will tow the vehicle in accordance with the membership entitlement.

Emergency Fuel

If your vehicle runs out of fuel, we will provide a fuel service. If necessary, we will provide a tow to the filling station in accordance with the membership entitlement.

Jump Start Service

We will attempt to jump start your vehicle and where possible advise on the cause of the breakdown.

Payment facilitates will be available at time of service for debit cards, credit cards, EFT mobile Banking, phone banking – all available through our payment gateway. Some of these services will be dependent on the availability of internet signal at the time of service. Cash and Cheques will only be accepted with authorisation from RZAM senior management.

If you refuse to cover the additional cost of towing at point of service, we will tow your vehicle within the allowed radius to the nearest place of safety.

The number of free RZAM City Assist and RZAM Out of Town Recovery & Assistance call out events is dependent on the membership option selected in your membership package.

Any assistance arranged outside of the approved order process (booked through our Call Centre only) will be for your account and we will not be responsible for any damage caused to a member’s vehicle should the assistance request be made outside of the approved process.

· Any additional assistance will be charged at member rates.

· Unused assistance entitlements at the end of a period will be forfeited.

· Incomplete or incorrect information can result in delays and additional costs for your account. Accurate information is required to establish your whereabouts and clear instruction on destination of your vehicle should you require towing or services.

· You must remain with your vehicle until assistance arrive.

· If you are not at your vehicle when the service vehicle, we reserve the right to refuse assistance and we cannot be held liable for any damage to your vehicle. Furthermore, this attendance will count as one event.

· Once we have provided assistance for a breakdown, any subsequent assistance for the same breakdown is considered an additional assistance. This includes towing a vehicle that was towed after hours to your home, a storage area or other place of repair or safety and then needs a further tow.

· If you cancel assistance after we have dispatched the service vehicle, this is regarded as one event.

· Should the towing distance be more than allocated in your membership, you will liable for the additional distance at member rates.

· We are indemnified for loss or damage of any personal or company belongings or goods in your vehicle during towing or storage. In instances of accident and you are incapacitated, we will endeavour to keep your personal belongings safe.

RESPONSE TIMES

We provide roadside assistance as soon as possible in response to your request. We do not guarantee response times, which vary depending on location, traffic, road conditions, weather conditions and the demand for assistance at the time of your request.

Any assistance arranged outside of the approved order process (Call Centre, mobile application, website) then the service provided will be for your account according to your membership benefits. We will not be responsible for damage caused to a member’s vehicle.

TOWING SERVICES

Storage

The first night storage at our RZAM yard is free to members, any storage requirement over and above this will be for your account. (Ndola, Kitwe, Chingola, Solwezi, Lusaka, Livingstone)

Additional Equipment

In exceptional circumstances where recovery specialised or salvage equipment is needed, the cost of equipment and labour will be for your account. We are not responsible for damages caused to the vehicle during any specialised recovery process.

Any tow arranged outside of our approved order system (booked through our call centre only) will be for your account and we will not be responsible for any damage or injury caused.

If you do not accept the quotation for repair from the repair centre in which you instructed us to leave your vehicle, then additional towing charges to another facility will be for your account.

Additional transportation

We can assist you in arranging additional transport for passengers or pets who cannot be accommodated in the tow truck for your account. Any pets must be restrained in an appropriate manner and not cause danger to the safety of our staff or travelling safely in a vehicle. No people are permitted to travel in the vehicle being towed.

Car hire

If you choose to use the car hire benefit during your incident, we will provide you with a hire car at the time of attending the call out, we will cover the cost of the vehicle for up to 24 hours with a limited mileage of 100km, the choice of car hire supplied is at the car hire company discretion and subject to availability.

At the time the vehicle is delivered to you, we will need access to your credit card to process a pre-authorisation deposit to the value of approximately USD200+ per day, and we will require a copy of your valid driver’s licence.

Car hire service provider’s terms and conditions will apply:

You are over the age of 23 years

You have an active credit card

You have a valid and applicable drivers’ licence.

You are limited to 100km free over the 24-hour period, if any additional mileage is used, the cost will be deducted from the pre-authorisation.

You will be required to return the car with a full tank of fuel or be liable for the cost of refuel at the service provider’s rates.

The hire car must be returned to the depot from which it was collected in order to avoid additional charges which will be for your account.

Should you be involved in a collision with the hired car, you will be liable for the insurance excess. Should you require the car for longer than the initial 24 hours, you can extend the contract with the car hire service company directly at a preferential rate.

Additional Services:

Concierge services are available. If you have a situation and need assistance, call us and we can try to assist you.

We will charge an hourly rate and a per km rate for all concierge services.

Response times for all Additional Concierge Services:

We do not guarantee response times, which vary depending on location, traffic, road conditions, weather conditions and the demand for assistance at the time of your request.

For any assistance arranged outside of the approved order process (through our call centre only), the service provided will be for your account. We will not be responsible for damage caused to a member’s vehicle.

Message Relay Service

If you are in a situation and have contacted us for assistance, we will gladly contact the person you have nominated on your membership application form and advise them of your situation and whereabouts.

Invoicing

Any service which is dependent on per KM charging will be calculated at the actual odometer reading distance travelled.

Any queries or issues regarding the per km charging can be brought to the attention of the administration by emailing admin@rzam.co

Roadworthiness & Under the Influence

Any member vehicle which is un-roadworthy can be refused assistance. Roadworthiness is defined as a vehicle in a good enough condition to be driven without danger nor breaking the law. RZAM representatives reserve the right to use their discretion regarding the roadworthiness of the vehicle, keeping legal requirements as a basis for evaluation.

Should the driver require assistance whom is under the influence of alcohol or mind and body altering substances, the member will not be entitled to a car hire, however the member’s vehicle will be towed home or to the nearest RZAM premises and the member will be dropped at home. In the event of an out of town call out the member will be taken to the nearest place of safety. RZAM representatives reserve the right to use their discretion when determining the appropriate state of the member when reserving the rights to providing services.

General:

RZAM benefits are non-refundable and non-transferable for your vehicle. We reserve the right to deny services, or suspend membership to any member who, in our opinion is or has been abusive, threatening or violent towards any RZAM staff member or who attempts to receive service by deception.

Should you change your vehicle during the course of your membership, please notify us accordingly, an administration fee of ZMW 50 will be charged for the change.

Resolving disputes

We accept no liability for loss, damage to the vehicle or any of its components or accessories or contents while it is unattended or while in the custody or under the control of any 3rd party service provider or repairer.

We will assist you in every way possible to resolve disputes with our approved partners where loss or damage may have occurred while the vehicle was in their care.

Where there is a need for clarification of terms and conditions or relating to your entitlements, our interpretation will be final.

We constantly strive to provide new and improved services to you. We reserve the right to amend the terms, conditions and benefits, including changing service providers. We will notify members of material amendments by email, email address used will be as per submitted in your membership application. Please always ensure your personal details are up to date and can be changed by emailing admin@rzam.co or calling our call centre on +26 0967000024 or updating directly through our website.

Up to date subscription

Your subscription must be up to date and valid to be eligible for services.

Cancellation of membership

RZAM is a 12 month subscription product and is activated from the date payment is received.

RZAM members will be notified when their subscription is approaching renewal.

Once signing up for membership the member has a cooling off period of 7 days to cancel their subscription incurring no cancellation fees. Members who have utilized the service prior to cancellation of subscription will not be entitled to a refund on cancellation. Members who have never utilized any service will be entitled to refund with an administration. Any refund request after the 7 day cooling off period will be considered and prorated over the 12 month period with an administration fee of K240 applicable.

We will hold your personal information securely and will not disclose this to any other party unless authorised by you. We have the right to access and correct the information at any time. Should membership lapse all personal information will be expunged.

As a member you agree to abide by our terms and conditions. Your details will be used for administrative purposes and to provide you will information relating to products and services from time to time.



Company


Voyagers Rentals Limited
17 Arusha Street
Ndola
Zambia
Voyagers Rentals Limited
support@rzam.co

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