CUSTOMER POLICIES
Cancellation & Refund Policy
Effective October 18, 2026 · Version 2026-10-18-v2
Please contact ZLIMO as soon as your plans change. Cancellation fees and refund decisions are separate.
How to cancel
Call (305) 525-5115 and provide your reservation reference. If you cannot reach us, email info@zlimo.co with the reference and a clear cancellation request, then follow up by phone. Obtain written cancellation confirmation from the team. Leaving a message or deleting a request does not by itself confirm cancellation.
24-hour cutoff and $65 flat fee
A confirmed reservation cancelled less than 24 hours before its scheduled pickup is subject to one flat $65 cancellation fee per reservation, rather than a full-fare late-cancellation charge. Exactly 24 hours or more before pickup does not incur this late-cancellation fee. The cutoff uses the confirmed pickup time in America/New_York (Eastern time, including daylight saving time). ZLIMO uses the time it receives your clear cancellation request to assess notice; a delay in the team’s reply does not make an on-time request late.
Pending and declined requests
The $65 fee applies to confirmed reservations. Withdrawing an unapproved request or a request that ZLIMO declines does not trigger this fee. ZLIMO will review any payment already received for service that will not be provided.
Payments already collected
If a deposit or balance has been paid, ZLIMO administration reviews the payment and any applicable $65 fee before deciding the refund amount. A cancellation does not automatically refund a deposit or balance. Any approved deduction or separate payment request will be explained; this policy does not authorize an automatic $65 charge to a saved card.
Refund review
Refunds are approved by the owner or an authorized administrator, considering the cancellation timing, disclosed fees, payment received and service already provided. Refunds may be full or partial, subject to applicable law. ZLIMO will communicate the decision and amount. Approved card refunds return through Stripe to the original payment method; processing and bank-posting times vary.
Return trips, changes and missed pickups
For a reservation with a return leg, a cancellation request affecting that leg is measured against its confirmed pickup time. The flat fee is not multiplied for multiple legs cancelled together in the same reservation. A rescheduling request is subject to availability and must be confirmed. If you miss a pickup, contact ZLIMO immediately so the team can review what happened and any disclosed charges; no additional automatic no-show penalty is established by this policy.
ZLIMO cancellation and existing bookings
No customer cancellation fee applies if ZLIMO cancels or declines the service. This policy applies to new reservations accepting this version. Earlier reservations keep their previously agreed terms unless both parties agree to a change.