Question 1

How do I book a ride?

Accepted Answer

Open the Zeli app, tap "Zeli Rides", set your pickup and destination, choose your ride tier, confirm payment and tap Request. A driver is matched within seconds.

Question 2

Can I schedule a ride in advance?

Accepted Answer

Zeli currently matches rides in real time. If you need a specific time, book a few minutes ahead and a driver will be dispatched to your location.

Question 3

What ride tiers are available?

Accepted Answer

Economy, Comfort, Premium, XL, and Party (available 00:00–07:00). Each tier has different vehicle types and pricing. Prices are shown before you confirm.

Question 4

Can I cancel a ride?

Accepted Answer

Yes. Before the driver arrives you can cancel from the app. Repeated cancellations may temporarily affect your account.

Question 5

What payment methods are accepted?

Accepted Answer

Card (Visa, Mastercard, Amex), Apple Pay, and Google Pay for in-app payment. Cash payment to the driver is also available — select "Cash" when booking.

Question 6

How is the fare calculated?

Accepted Answer

Fares are based on distance and the ride tier selected. A fare estimate is shown before you confirm the booking. Final fare may differ slightly based on the actual route taken.

Question 7

Can I add a tip after the ride?

Accepted Answer

Yes — the post-ride review screen lets you add a tip of 10%, 15%, 20%, or a custom amount. 100% of tips go directly to the driver.

Question 8

What if I was overcharged?

Accepted Answer

Contact us via History → tap the ride → "Had an issue?". Include the ride ID and we'll review the fare within 24 hours.

Question 9

Are Zeli drivers verified?

Accepted Answer

Yes. Every driver application is reviewed by our dispatch team before activation. Drivers must provide a valid vehicle, insurance, and local license.

Question 10

Can I see the driver's rating?

Accepted Answer

The driver's rating is shown on the matched driver card before they arrive.

Question 11

What should I do in an emergency?

Accepted Answer

Call emergency services (911) immediately. You can also contact Zeli dispatch via the app: Menu → Support. Keep sharing your live location with someone you trust during the ride.

Question 12

Can I request a specific driver?

Accepted Answer

Zeli does not support requesting specific drivers. Our matching algorithm assigns the closest available driver for your ride tier.

Question 13

Do I need an account to book?

Accepted Answer

You can book as a guest, but creating an account gives you access to ride history, saved places, and faster checkout.

Question 14

How do I update my phone number or email?

Accepted Answer

Go to Menu → Account → Edit profile. Changes may require re-verification.

Question 15

Is my data secure?

Accepted Answer

Yes. Zeli uses Supabase with row-level security and encrypted auth tokens. We never sell personal data. See our Privacy Policy for full details.

Question 16

How do I delete my account?

Accepted Answer

Email support at info.zeli@shekhinahtours.com with the subject "Delete my account" from the address linked to your Zeli account.

Question 17

What can I order through Zeli Delivery?

Accepted Answer

Food, groceries, and local merchant items from businesses connected to Zeli on Bonaire. Browse restaurants and shops inside the Delivery tab.

Question 18

What are the delivery hours?

Accepted Answer

Delivery availability depends on each merchant's hours. The app shows real-time open/closed status.

Question 19

My order is late — what do I do?

Accepted Answer

Check the live status in Delivery → History. If the courier is significantly delayed, contact dispatch via the issue form on the order detail.

Question 20

How do I apply to drive for Zeli?

Accepted Answer

Tap Menu → Drive → Apply, or visit zeli.com/drive/apply. Fill in your details, vehicle info and choose a plan. Our dispatch team reviews every application.

Question 21

What are the plan options?

Accepted Answer

Zeli Pro ($150/mo): keep 100% of every fare. Zeli Flex (0% upfront): 15% commission per completed ride. Choose what fits your driving volume.

Question 22

How long does approval take?

Accepted Answer

Typically 1–3 business days. You'll receive a confirmation by email or WhatsApp.

Frequent Questions