Cancellation & Refund Policy

Last updated: 1 July 2026

This Cancellation & Refund Policy applies to all bookings made with Zen Rides, operated by Perfect Premium Charter Services. By making a booking, you agree to the terms below.

1. Cancellation by the Customer

To cancel or amend a booking, please contact us as early as possible via WhatsApp or phone, quoting your booking details:

• Within 12 hours of placing your booking — you may cancel for a full refund, provided the trip has not already commenced.
• After 12 hours, or once the booking has been confirmed and paid — cancellations and changes may not be permitted, and where they are allowed an administrative or reservation fee may apply, as the driver and vehicle are held for you.
• No-show — where the passenger does not appear at the agreed pick-up point and time, the booking is treated as used and is non-refundable.

2. Amendments

Changes to the date, time, pick-up point, or vehicle type are subject to availability. Where possible we will accommodate amendments at no extra charge; fare differences may apply if the new trip details change the price.

3. Airport Transfers & Flight Delays

For airport pick-ups, we monitor your flight where a flight number is provided. If your flight is delayed or rescheduled, please inform us as soon as you can. Genuine flight delays are handled on a case-by-case basis and are not treated as late cancellations.

4. Cancellation by Zen Rides

In the rare event that we must cancel a confirmed booking (for example, due to a vehicle breakdown or circumstances beyond our control), we will offer you an alternative vehicle or arrangement where possible, or a full refund of the amount paid.

5. Refund Method & Timeline

Approved refunds are made to your original payment method. Refunds by online bank transfer are typically processed within 3 to 5 working days. For card payments, the refund is returned through your card-issuing bank; please check with them for their processing time.

6. How to Cancel

To request a cancellation or amendment, contact us with your booking details:

• WhatsApp / Call: +60 12-793 2949