ZimTravelBook operates a single universal cancellation policy that applies to every booking on the platform. There are no owner-specific cancellation tiers — the same rules apply regardless of which vehicle you book or who owns it. This gives renters certainty before they commit to a booking.
All cancellations must be submitted through the ZimTravelBook platform. Cancellations arranged directly between a renter and owner outside the platform are not recognised and do not entitle either party to a refund.
If you cancel your booking 48 or more hours before the scheduled pickup time, you receive a full refund of all amounts paid — including the daily rental amount, the platform service fee, the airport delivery fee (if applicable), and the driver fee (if applicable). The security deposit is also returned in full.
Refunds are processed within 3–5 business days to your original payment method.
If you cancel within 48 hours of your scheduled pickup time, no refund is payable on the rental amount or the platform service fee. This window exists to protect owners who have held the dates, turned away other bookings, prepared the vehicle, and in many cases arranged airport delivery or other logistics on your behalf.
The security deposit is returned in full within 3–5 business days, provided no claim has been raised against it.
If you do not appear for your pickup without prior cancellation through the platform, the booking is treated as a no-show. No refund is payable on the rental amount or the platform service fee. The security deposit is returned within 3–5 business days provided no damage or other claim has been raised.
Some platforms offer tiered cancellation options per listing. ZimTravelBook has chosen not to do this for one important reason: it protects renters from confusion and ensures they always know exactly what they are entitled to before they book.
A single clear policy means renters do not need to check each listing individually to understand the cancellation terms. It also means ZimTravelBook can enforce the policy consistently in every dispute without ambiguity about which tier applies.
Owners accept this policy when they list their vehicle on ZimTravelBook and cannot override it.
Owners are expected to honour all confirmed bookings. Cancelling a confirmed booking causes direct harm to the renter who may have made travel arrangements, booked flights, or arranged activities based on having a vehicle confirmed.
If an owner cancels a confirmed booking:
An owner may cancel without penalty only in the following circumstances: the renter has materially misrepresented their identity or licence details, or a genuine emergency prevents the owner from honouring the booking. ZimTravelBook must be notified immediately through the platform in either case with supporting documentation where possible.
The ZimTravelBook platform service fee is non-refundable in all cases — including when a renter cancels more than 48 hours before pickup — with one exception: if ZimTravelBook cancels a booking on behalf of the platform due to a verified owner default or a platform error, the service fee is refunded in full.
The service fee covers payment processing, identity verification, secure messaging, damage claim management, and platform operations. It is charged at the time of booking and is separate from the rental amount paid to the owner.
Changes to booking dates, duration, or vehicle must be agreed by both renter and owner through the platform message system. If a modification results in a price reduction the difference is refunded minus the service fee on the reduced amount. If a modification results in a price increase the additional amount is charged through the same payment process used at booking.
A booking modification does not reset the 48-hour cancellation window. The window is calculated from the original pickup time unless the modification changes the pickup time, in which case the window is recalculated from the new pickup time.
ZimTravelBook processes refunds within 3 business days of a cancellation being confirmed. The time for the refund to reach you depends on your payment method:
In the event of exceptional circumstances beyond either party’s control — such as natural disasters, government-imposed travel restrictions, or a death in the immediate family — ZimTravelBook may at its discretion offer a full refund or booking credit regardless of the standard cancellation window. Contact ZimTravelBook through the platform as soon as the exceptional circumstance arises and provide supporting documentation where possible.
If you believe a refund has been incorrectly calculated or withheld, contact ZimTravelBook at [email protected] with your booking reference and the details of your dispute. We will review and respond within 5 business days.
ZimTravelBook reserves the right to update this policy at any time. The policy in effect at the time of your booking applies to that booking. Updates will be communicated via email and posted on this page with a revised effective date. Continued use of the platform after a policy update constitutes acceptance of the revised policy.