Cancellation & Refund Policy

Cancelling a booking

If you booked with a ZentroRide account, you can cancel a pending or confirmed booking from My Bookings. If you booked without an account, contact our team with your booking reference. A booking that is completed, already cancelled or recorded as a no-show cannot be cancelled.

• More than 24 hours before pickup: the amount you paid is refundable in full.
• Within 24 hours of pickup: you can still cancel, but the amount paid is not refunded.
• ZentroCoins used on a booking are returned when the booking is refunded in full; on a cancellation within 24 hours they stay spent.

Changing the pickup time

While the pickup is more than 24 hours away, you can ask for a new time from My Bookings. The new time must be at least 30 minutes ahead and have a vehicle available; the booking shows as pending until our team confirms it.

Within 24 hours of pickup, contact our team and we will help where we can.

Refunds

Cancelling records the refund you are due. Our team then processes it to your original payment method, or by bank transfer, and ZentroRide covers the refund bank charges. How long the money takes to reach you depends on your bank.

If something went wrong with a ride that took place, contact us with your booking reference.

No-shows

If you are not at the pickup point and cannot be reached within the free waiting time of your vehicle, the booking may be recorded as a no-show. Your chauffeur records the time waited and proof of being at the pickup point and of the calls made. A no-show is not refunded.

Questions

Contact us on +971 58 530 3875 (phone or WhatsApp) or info@zentroride.com, with your booking reference.