Cancellation and Refund Policy

Last updated: 2025-04-01

1. Scope

This policy applies to all vehicle rental bookings made on zestlom.com. It explains cancellation windows, refund eligibility, no-show rules, and how changes affect the rental fare. By booking, you agree to this policy.

2. Cancellation by You

  • Free cancellation up to 48 hours before pick-up: full refund.
  • Cancellation 24–48 hours before pick-up: 50% refund of prepaid amount.
  • Cancellation less than 24 hours before pick-up or after pick-up time: no refund.
  • No-show: if you do not collect the vehicle within 2 hours of the agreed time and do not cancel, no refund.

3. Cancellation by Us

If we cancel due to vehicle unavailability or force majeure, you will receive a full refund or a free rebooking.

4. Changes to Booking

Changes to dates, vehicle class, or rental period may change the fare. If the new fare is higher, you pay the difference. If lower, we refund the difference. Changes within 24 hours of pick-up may be treated as a cancellation.

5. Refund Process

Approved refunds are processed to the original payment method within 14 calendar days. We may require proof of identity. Refunds are subject to the rental agreement.

6. Complaints and Dispute Resolution

Under the Law of Ukraine "On Protection of Consumer Rights" No. 3153-IX of 10.06.2023, you may file a complaint with us or appeal to the State Service of Ukraine for Food Safety and Consumer Protection or to court.

7. Data Protection

We process personal data, including cookie-based tracking, under the Law of Ukraine "On Personal Data Protection" No. 4196-IX of 25.04.2025. Non-essential cookies require your prior informed consent. See our Privacy Policy and Cookie Policy.

8. Advertising

All advertising regarding rental terms and vehicle condition is truthful and identifiable as advertising under the Law of Ukraine "On Advertising" No. 270/96-VR of 03.07.1996.

9. Provider Identification and Contacts

In accordance with Article 7 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII of 03.09.2015, we provide the following information:

  • Business name: zestlom.com
  • Legal form: PE (Private Entrepreneur)
  • Registration ID (EDRPOU): 32844929
  • Address: 23 Khreshchatyk St, Kyiv, 01030, Ukraine
  • Email: info@zestlom.com
  • Phone: +380 732 092 4513
  • Legal representative: Thomas Lopez, Managing Director