1. General Overview
This Cancellation Policy explains how cancellations are handled on the Zorq platform. Zorq connects customers with independent drivers for bakkie and truck deliveries and facilitates bookings and payments, including card pre-authorisations, on their behalf.
By using Zorq, you agree to this Cancellation Policy.
Customers may cancel a booking depending on the current stage of the trip. Cancellation eligibility and fees vary based on whether a driver has been assigned, arrived, or started the trip. Drivers are independent contractors, and cancellation rules help protect both customers and drivers. This policy should be read with Zorq's Terms of Service and Refund Policy.
2. Customer Cancellations
2.1 Cancellation Before Driver Assignment
If a customer cancels a booking before a driver has been assigned, the cancellation is free of charge. The booking will be cancelled immediately. Any amount already captured will be refunded, and any amount merely held against the customer's card will be released, in line with the Refund Policy.
2.2 Cancellation After Driver Assignment but Before Arrival
If a customer cancels after a driver has been assigned but before the driver arrives at the pickup location, the booking may be subject to a partial cancellation fee. This fee compensates the driver for time, preparation, and travel, and is communicated to the customer before the cancellation is confirmed where possible.
2.3 Cancellation After Driver Arrival
If the customer cancels after the driver has arrived at the pickup location, a cancellation fee will apply. The fee compensates the driver for travel and waiting time. The remaining amount, if any, may be refunded according to the Refund Policy.
2.4 Cancellation After Trip Has Started
Once the trip has started, the booking cannot be cancelled. The full fare is payable and no refund will be issued.
2.5 How Fees Are Applied
Where a card payment applies, a cancellation fee is deducted from any captured amount (with the remainder refunded) or, where an amount is merely held on the customer's card, the fee is captured and the remainder is released. Any refund or release is subject to the timing set out in the Refund Policy. Cancellation fees are not refundable.
2.6 No-Show Policy
If a customer is not available, or the goods are not ready, at the pickup location within a reasonable waiting period after the driver's arrival, the driver may leave the pickup location. In that case:
- The booking may be treated as a no-show;
- A no-show fee may apply to compensate the driver for time and travel; and
- The customer may not be entitled to a refund of the no-show fee.
Customers should provide accurate addresses, be available at the agreed time, and ensure that goods are packed and ready for loading when the driver arrives.
3. Driver Cancellations
3.1 Driver Cancels Before Pickup
If a driver cancels the booking before arriving at the pickup location, the customer may be matched with another available driver, or cancel the booking and request a refund in line with the Refund Policy. The customer is not penalized for a driver-initiated cancellation.
3.2 Driver Cancels After Arrival
If a driver cancels after arriving at the pickup location, Zorq may assign another driver, or offer the customer a refund or alternative resolution, depending on the circumstances.
3.3 Driver No-Shows and Reliability
A driver who fails to arrive at the pickup location within a reasonable time, or who frequently cancels or fails to appear without a valid reason (such as vehicle breakdown, safety concerns, or inaccurate booking details), may be subject to reduced visibility on the platform, temporary suspension, or deactivation in accordance with the Terms of Service.
4. Cash Payments
Where a customer chooses to pay in cash, the cancellation and no-show rules in this policy still apply. Refunds for cash payments are not guaranteed and are reviewed on a case-by-case basis. Where a cancellation fee applies to a cash booking, the fee may be payable to the driver at the pickup location or recovered through the platform where supported.
5. Exceptional Circumstances
Zorq may review cancellations caused by safety concerns, vehicle breakdowns, emergencies, or force majeure events (as defined in the Terms of Service). In such cases, Zorq reserves the right to determine the appropriate outcome, including waiving a fee or making a refund available.
6. Abuse of Cancellations
Repeated or abusive cancellations may result in temporary suspension, account restrictions, or permanent removal from the platform. This applies to both customers and drivers.
7. Policy Updates
Zorq reserves the right to update this Cancellation Policy at any time. Any changes will apply to future bookings and will be published on this page.
8. Contact Information
For cancellation-related questions, please contact: