Subscription Refund Policy

Zoper has three kinds of subscription, and they are not paid to the same place — which decides who can refund what. This policy explains each one plainly, including the cases where we cannot put money back because we never held it.

1. The three subscriptions

• Driver membership — a Driver buys access to the platform for a day, a week or a month, priced for their city and zone. Paid to Zoper.
• Fleet partner plan — a monthly plan sized by the number of vehicles and drivers a partner runs. Paid to Zoper.
• Pick & Drop subscription — a rider's monthly arrangement for a daily commute. Paid directly to the Driver, not to Zoper.

2. The principle behind all of them

A subscription buys a period of access, and that period is used up as it runs. So the question is never simply “can I have my money back” — it is how much of the period you have already had, and whether the thing you paid for was actually available to you.

3. Driver memberships

• Before it starts, or during a free trial: if a membership has not begun, or you are inside a trial period, you have not paid for anything you have used, and anything charged is returned in full.
• Once it is running: days you have already had access to are not refunded. Cancelling stops the membership renewing — it does not end the period you are currently in, and you keep access until that period expires.
• When we are at fault: if a fault on our side stopped you going online for a meaningful part of your membership, or you were charged twice, or charged the wrong amount, or charged for a zone we could not actually serve you in, we refund the affected portion. Tell us and we will look at the account record.
• Suspension for breaking the rules: if access is withdrawn because of a serious breach of our Terms or Community Guidelines, the remaining period is not refunded.

4. Fleet partner plans

• The same principle applies: the current month runs to its end, cancelling stops the next renewal.
• Adding or removing vehicles changes what you pay from the next renewal, not retroactively. Taking a vehicle off the road within a month you have already paid for does not create a refund.
• Duplicate charges, incorrect amounts and charges taken after a confirmed cancellation are refunded in full.

5. Pick & Drop subscriptions

This one matters most, so we will be direct about it. A Pick & Drop subscription is paid by the rider straight to the Driver. Zoper does not take a share and does not hold the money at any point, which means Zoper cannot issue a refund for it — only the Driver can return it.

• If the Driver has not confirmed your payment: the subscription has not started. Nothing is owed to you by us, and no trips are scheduled.
• If the Driver stops turning up: report it to us. We contact the Driver, look at the trip record, and expect them to return the unused part of the month. Drivers who take payment and do not deliver the trips lose access to the platform.
• If you cancel mid-month: what happens to the remaining days is between you and your Driver. We will help you reach them and we will record the outcome.
• Report a problem while the subscription is still running, or as soon as it ends. Once a month is long finished it becomes very hard for anyone to establish what happened.

6. What is never refundable

• Fares for trips that were completed. On Zoper the fare is the one you and your Driver agreed before the trip, and it belongs to the Driver.
• Time on a subscription that you have already had access to.

7. Asking for a refund

Write to support@zoper.co and include the account the subscription is on, roughly when it was bought, and what went wrong. For Pick & Drop, tell us your route and which days were missed. We will tell you the outcome in writing, and where a refund is due from us we return it the same way it was paid.

8. If you disagree with the outcome

Reply to us and ask for it to be looked at again — a different person will review it. This policy does not take away any right you have under the consumer law of Pakistan.