1. General Principles
Payments made through Zorq are processed via a third-party payment provider. Where a customer pays by card, Zorq may place a pre-authorisation (a temporary hold on the customer's card, not a charge) before a driver is assigned. A hold is only captured (charged) when the trip is completed or otherwise finalised. This Refund Policy explains what happens to captured amounts, held amounts, and cash payments in different circumstances.
This policy should be read together with Zorq's Terms of Service (in particular the sections on payment pre-authorisation, holds, and chargebacks), Cancellation Policy, and Privacy Policy.
Refunds are not instant and may take several business days to reflect, depending on the payment provider and bank.
2. When You Are Eligible for a Refund
2.1 Cancellation Before a Driver Is Assigned
If a customer cancels a booking before a driver has been assigned:
- Any amount that has already been captured will be refunded in full, excluding any applicable payment processing fees charged by the payment provider; and
- Any amount that is still merely held against the customer's card will be released (see Section 6).
2.2 Driver Not Found
If Zorq is unable to find or assign a driver within a reasonable time after the customer has paid or authorized payment, the customer may choose to keep the booking active, or cancel the booking and receive a full refund (or release of any hold), excluding payment processing fees.
2.3 Driver Cancels Before Pickup
If a driver cancels the booking before arriving at the pickup location, the customer may be reassigned another driver at no additional charge, or request a full refund, excluding payment processing fees.
2.4 Cancellation After a Driver Is Assigned but Before Arrival
If a customer cancels after a driver has been assigned but before the driver arrives at the pickup location, a cancellation fee may apply to compensate the driver for time and travel, as set out in the Cancellation Policy. Where a cancellation fee applies:
- The fee is deducted from any captured amount, and the remainder is refunded; or
- Where an amount is merely held, the fee is captured and the remainder is released.
2.5 Prohibited, Unsafe, or Undeclared Goods
No refund will be given for a booking refused or cancelled because the goods were unlawful, prohibited, unsecured, unsafe, overweight for the selected vehicle, or undeclared, as provided in the Terms of Service. Customers remain liable for any charges or fees lawfully incurred in respect of such bookings.
3. When Refunds Are Not Applicable
Refunds will not be issued in the following situations:
- Cancellation After Driver Arrival: if the customer cancels after the driver has arrived at the pickup location, a cancellation fee applies to compensate the driver for time and travel, and a partial refund may not be available.
- Cancellation After Trip Has Started: once the trip has started, the booking cannot be cancelled. No refund is available.
- Completed Deliveries: completed deliveries are non-refundable. Any dispute about a completed delivery must be handled through Zorq's support process.
- No-Show: if a customer does not appear or is not available at the pickup location within the reasonable waiting period described in the Cancellation Policy, a no-show fee may apply and no refund will be available in respect of that fee.
- Declined or Reversed Charges: where a payment, hold, or refund is declined, reversed, or contested through a chargeback, refund eligibility is handled in accordance with the Terms of Service.
4. Cash Payments
For bookings paid in cash directly to the driver, Zorq does not process refunds. Any dispute related to a cash payment will be reviewed on a case-by-case basis, but refunds are not guaranteed and must be resolved directly between the customer and the driver.
5. Payment Processing Fees
Payment processing fees charged by third-party payment providers are non-refundable. Any approved refund will be issued minus applicable transaction fees, unless otherwise stated.
6. Pre-Authorisation Releases
When a booking that was paid by card is cancelled before the corresponding hold is captured, the hold is released rather than refunded. A release restores the customer's available funds but is not a charge or a transfer. The time it takes for the released amount to become visible again depends on the card issuer and payment provider and may take up to ten business days or longer. Zorq is not responsible for delays caused by banks or third-party payment providers.
7. How Refunds Are Processed
Approved refunds are processed back to the original payment method used, and to the customer/account that made the booking. Refunds typically take 5–10 business days, depending on the bank and payment provider.
Zorq does not control processing times once the refund has been initiated. Zorq may require reasonable verification of identity and of the booking before processing a refund, and may decline to process a refund where fraud or abuse is suspected, in line with the Terms of Service.
8. Chargebacks and Reversals
If a customer disputes a charge with their card issuer instead of using Zorq's support process, the matter will be handled as a chargeback in accordance with the Terms of Service. Customers agree not to submit fraudulent or unjustified chargebacks. Zorq may challenge any chargeback and may reverse credits, discounts, or referral rewards linked to a disputed booking.
9. Disputes and Support
If a customer is unhappy with a booking or believes a refund is due, they must contact Zorq Support with the booking reference number, the reason for the refund request, and any supporting information (if applicable). Zorq will review the request and respond within a reasonable timeframe.
10. Statutory Rights
Nothing in this Refund Policy limits any rights a consumer has under the Consumer Protection Act 68 of 2008 or other applicable consumer-protection legislation, and this policy does not affect statutory rights that cannot be waived.
11. Policy Updates
Zorq reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page and will apply to future bookings.
12. Contact Us
For refund requests or questions, please contact: