Terms for using Zeli rides and delivery.

Zeli is a trading name of Shekhinah Tours B.V., a private limited liability company incorporated in the Caribbean Netherlands, registered with the Chamber of Commerce (KvK) under number 13605, with its registered office at Kaya Grandi 11D, Kralendijk, Bonaire. Shekhinah Tours B.V. holds the transportation permit under which Zeli rides operate. When these terms say “Zeli”, they mean that company, and your agreement is with it.

These Terms of Service apply to the use of Zeli, including the customer app, driver and courier tools, merchant tools, dispatcher tools, websites, booking flows, delivery flows, payment flows, and related services.

By creating an account, requesting a ride, placing an order, applying to drive, accepting a job, managing a merchant account, or otherwise using Zeli, you agree to use the platform responsibly and in accordance with these terms.

You must be at least 18 years old to hold a Zeli account. A person under 18 may travel as a passenger when accompanied by a responsible adult who holds the account and takes responsibility for the trip.

Zeli provides technology and operational tools for requesting rides, coordinating deliveries, assigning drivers and couriers, managing restaurant orders, processing payments, tracking jobs, and supporting dispatch activity in Bonaire.

Service availability may depend on driver availability, courier availability, merchant hours, weather, traffic, road conditions, payment status, demand, safety considerations, and operational decisions by Zeli.

Drivers and couriers must follow applicable road rules, maintain proper permissions and vehicle standards, communicate professionally, keep account details accurate, and complete accepted jobs with care.

Zeli may review, approve, reject, pause, suspend, or remove driver or courier access when needed for safety, service quality, account accuracy, billing status, fraud prevention, operational reliability, or policy compliance.

Customers may be charged fares, delivery fees, platform fees, item totals, tips, cancellation fees, or other charges shown during the booking or checkout flow. Prices may change based on route, distance, demand, operating windows, promotions, merchant settings, or dispatch rules.

Two Bonaire-specific rules affect the price of a ride, and both are shown before you confirm. A cruise-day surcharge may apply on days with a scheduled cruise ship call. Verified residents can apply for the Locals Discount, which reduces the ride fare and exempts the ride from that surcharge; it does not apply to delivery orders. The price shown on the confirmation screen is the price that applies.

Driver earnings, Zeli Pro subscriptions, Zeli Flex commissions, delivery payouts, wallet balances, and withdrawals are managed through the platform records available to approved drivers and dispatchers. Tips are intended for the driver or courier unless clearly stated otherwise in the app.

Card payments are processed by Stripe. Zeli does not receive or store your full card number. Zeli may delay, adjust, reverse, or investigate payments when required for chargebacks, suspected fraud, duplicate transactions, accounting corrections, or policy violations.

Custom orders placed with a participating merchant work differently. The merchant sets the price after reviewing your request, and a 50% deposit is then due to confirm it: within 24 hours when paying by card, or within 72 hours when paying cash at the shop. If the deposit is not settled in that window the request is cancelled automatically. Once the deposit is paid the order cannot be cancelled by the customer; if the merchant cancels an order that has already been paid for, the amount paid through Zeli is refunded. The balance is due on collection.

A ride or delivery may be delayed, reassigned, cancelled, or unavailable because of driver or courier availability, merchant availability, customer information, road conditions, payment issues, safety concerns, or operational constraints.

Cancellation fees or payout adjustments may apply when a customer, driver, courier, merchant, or dispatcher cancels after work has already started or when inaccurate information prevents completion.

Where a refund is due, Zeli can process it for up to 30 days after the order. Card payments are refunded to the card used. Cash payments are refunded as Zeli wallet credit, because there is no card to return the money to. A full refund also reverses any wallet credit and promotional discount applied to that order; a partial refund does not.

Some items cannot be ordered through Zeli Delivery or sent through Zeli package delivery, regardless of whether a merchant lists them. Zeli does not carry alcohol, tobacco or nicotine products, or prescription medication. Parapharmacy merchants may sell over-the-counter products only.

Parcels must not contain cash, weapons, illegal or controlled substances, live animals, hazardous or flammable material, or anything whose carriage requires a licence Zeli does not hold. The sender is responsible for the contents and for describing them accurately, and a courier may refuse or return a parcel that does not meet these rules. Full parcel conditions, including size, value and liability limits, are set out in the package delivery policy.

A signed-in customer can use Profile → Personal info → Delete account & data. Active rides, food orders, and package deliveries must be completed or cancelled before deletion so an in-progress service is not interrupted.

Deletion removes sign-in access and customer-owned profile, saved-place, notification, promotion, and wallet data. Completed service and payment records may remain only in de-identified or limited form when reasonably needed for finance, accounting, safety, fraud prevention, disputes, tax, or legal obligations. Drivers can share one identity across customer and driver features, so an account connected to a driver profile cannot use customer self-service deletion. The driver must contact the Zeli team for reviewed account closure. Other partner and employee accounts also require support review because they include operational and financial obligations.

Zeli works to provide a professional and reliable platform, but the service is provided subject to real-world conditions. Arrival times, routes, availability, fare estimates, and delivery timing are estimates and may change.

To the fullest extent allowed by applicable law, Zeli is not responsible for indirect, incidental, special, or consequential losses arising from platform use, delays, cancellations, third-party services, merchant issues, payment provider issues, connectivity problems, or events outside Zeli control.

These terms are governed by the law of the Caribbean Netherlands. Disputes that cannot be resolved directly may be brought before the competent court in Bonaire. Nothing in these terms removes a consumer protection that applicable law does not allow to be set aside.

Zeli may update these terms as the platform, services, pricing, legal requirements, or operating model changes. Material changes will be reflected in the “last updated” date at the top of this page. Continued use of the platform after an update means the updated terms apply.

For questions about these terms, contact Shekhinah Tours B.V. (Zeli) at support@zeli-bonaire.com, through the support form in the app, or on WhatsApp at +599 787 7999. Registered office: Kaya Grandi 11D, Kralendijk, Bonaire, Caribbean Netherlands. KvK 13605.