Last updated: 14 January 2025
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 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.
If a customer cancels a booking before a driver has been assigned, the cancellation is free of charge. The booking will be cancelled immediately. The customer may be eligible for a refund in line with Zorq’s Refund Policy.
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 helps compensate the driver for time, preparation, and travel.
If the customer cancels after the driver has arrived at the pickup location, a cancellation fee will apply. The fee is intended to compensate the driver for travel and waiting time. The remaining amount, if any, may be refunded according to the Refund Policy.
Once the trip has started, the booking cannot be cancelled. No refunds will be issued. The full fare is payable.
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.
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.
For bookings where the customer chooses to pay in cash, cancellation rules still apply. Refunds for cash payments are not guaranteed and will be reviewed on a case-by-case basis.
Zorq may review cancellations caused by safety concerns, vehicle breakdowns, emergencies, or force majeure events. In such cases, Zorq reserves the right to determine the appropriate outcome.
Repeated or abusive cancellations may result in temporary suspension, account restrictions, or permanent removal from the platform. This applies to both customers and drivers.
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.