This policy explains how cancellations, changes and refunds work for bookings made with ZenGtrip.
Cancelling a booking
- You can cancel a booking at any time before the pickup time. Call or write to us with your booking ID, or use the cancel option if it is shown on your booking.
- Cancel at least 2 hours before the pickup time and no cancellation charge applies.
- If you cancel within 2 hours of the pickup time, a cancellation fee may apply to compensate the driver, as stated on your booking.
- We recommend cancelling as soon as your plans change, so that the vehicle can be offered to another traveller.
When a refund is not available
- You do not show up at the pickup point (no-show) or are unreachable at the pickup time
- The trip has already started or been completed
- You end a trip on your own before the booked distance or duration is covered
How refunds are paid
If you are eligible for a refund, the amount is returned to the original mode of payment within 5 to 7 working days after the cancellation is confirmed. Your bank or payment provider may take a little longer to show it in your account.
Changes to a booking
You can ask to change the date, time or pickup point. We will accept the change where a vehicle is available. The fare may be revised, and the difference will be shown to you before you confirm.
If we cancel
If we are unable to provide a vehicle for your booking, we will tell you as early as possible and offer a replacement vehicle or a new time. If neither suits you, you will get a full refund of the amount paid.
Add-on services
Special add-ons, such as a luggage carrier or a preferred driver language, may carry their own conditions. These are shown when you choose the add-on.
Need help?
For any issue with a cancellation or a refund, write to support@zengtrip.com with your booking ID, or visit our Contact Us page.