Policies & Legal
Terms, privacy, cancellations and the rules that keep ZIP.GY fair for riders, drivers and businesses.
Cancellation & Refund Policy
What happens when a ride or order is cancelled, and how refunds are handled on ZIP.GY.
1. Cancelling a Ride or Order
You can cancel directly from your ZIP.GY tracking or booking screen. Cancellation is free within the first 5 minutes of booking, and before a driver has accepted the request. Once a driver has accepted and may already be heading to you, the cancellation may be treated as a late cancellation. Your first 3 late cancellations are warnings only. From the 4th late cancellation, a GYD 200 cancellation fee may apply. ZIP.GY will show you if a fee applies before you confirm the cancellation.
- Free within the first 5 minutes of booking
- Free before a driver has accepted
- First 3 late cancellations are warnings only
- GYD 200 may apply from the 4th late cancellation
2. If a Driver or Business Cancels
Sometimes a driver, restaurant, shop, or other provider may be unable to complete your request. This can happen because of driver availability, items being out of stock, business closure, or operational issues. If this happens, you will be notified. Any eligible payment already made will be handled according to the original payment method.
- Driver availability
- Items being out of stock
- Business closure
- Operational issues
3. Refunds by Payment Method
Cash is generally paid when the service is completed, so if a cash booking is cancelled before payment there is normally nothing to refund. If you paid a driver or business directly through MMG, that provider is responsible for returning the eligible payment, and refund timing may depend on the provider and MMG processing. If an eligible payment was made using your ZIP.GY Wallet, the refunded amount may be returned to your Wallet balance. Where ZIP.GY processes the payment directly, an eligible refund may be returned through the original supported payment method or to your ZIP.GY Wallet, depending on the transaction.
- Cash — normally nothing to refund before payment
- Direct MMG — returned by that driver or business
- ZIP.GY Wallet — may return to your Wallet balance
- ZIP.GY Checkout — original method or your Wallet
4. Food & Grocery Orders
Once food has been prepared or goods have been collected, cancellation or refund eligibility may be limited.
- An order is cancelled before preparation begins
- A merchant cannot fulfill the order
- An item is unavailable and no acceptable replacement is agreed
- The order is not delivered
5. Courier Deliveries
Courier cancellations may depend on how far the job has progressed. Once an item has been collected, additional charges may apply if the delivery is cancelled or the item needs to be returned.
- Whether the driver has accepted the job
- Whether the driver has reached the pickup
- Whether the item has been collected
- Whether the delivery has started
6. If Something Goes Wrong
If your order never arrives, you were charged incorrectly, a direct payment is not returned, or you have a dispute with a driver or business, please contact ZIP.GY Support. We may review booking records, payment records, GPS and delivery information, messages, proof of delivery, and other relevant account activity.
- Booking and payment records
- GPS and delivery information
- Messages and proof of delivery
- Other relevant account activity
7. Abuse of Cancellations or Refunds
Repeated fraudulent cancellations, false refund claims, or abuse of ZIP.GY policies may result in account restrictions.
8. Policy Changes
ZIP.GY may update this policy as services, payment methods, or fees change. The latest version will always show the updated date at the top of this page.
Need help?
If a ride, delivery, or order did not go as expected, contact ZIP.GY Support.
ZIP.GY · Georgetown, Guyana