Last updated: 14 January 2025
Payments made through Zorq are processed via a third-party payment provider. Zorq facilitates payments on behalf of independent drivers. Refund eligibility depends on the status of the booking and whether a driver has been assigned or the trip has started.
Refunds are not instant and may take several business days to reflect, depending on the payment provider and bank.
If a customer cancels a booking before a driver has been assigned, the customer is eligible for a full refund, excluding any applicable payment processing fees charged by the payment provider.
If Zorq is unable to find or assign a driver within a reasonable time after payment, the customer may choose to keep the booking active, or cancel the booking and receive a full refund, excluding payment processing fees.
If a driver cancels the booking before arriving at the pickup location, the customer may be reassigned another driver, or request a full refund, excluding payment processing fees.
Refunds will not be issued in the following situations:
For bookings paid in cash directly to the driver, Zorq does not process refunds. Any disputes related to cash payments will be reviewed on a case-by-case basis, but refunds are not guaranteed.
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.
Approved refunds are processed back to the original payment method used. Refunds typically take 5–10 business days, depending on your bank and payment provider.
Zorq does not control processing times once the refund has been initiated.
If a customer is unhappy with a booking or believes a refund is due, they must contact Zorq Support with the booking reference number, reason for the refund request, and any supporting information (if applicable). Zorq will review the request and respond within a reasonable timeframe.
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.