These terms explain how customers, drivers, couriers, merchants, and dispatch users should use the Zeli platform.
Agreement
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.
Service
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.
Customer responsibilities
Customers must provide accurate pickup, drop-off, contact, delivery, and payment information.
Customers must treat drivers, couriers, merchants, dispatchers, and support staff with respect and must not misuse the platform.
Customers must not request unsafe, illegal, abusive, or misleading trips, deliveries, messages, or instructions.
Customers are responsible for reviewing cart items, addresses, delivery notes, totals, tips, and order details before submitting an order.
Drivers and couriers
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.
Payments and fees
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.
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.
Payments may be processed through third-party payment providers. Zeli may delay, adjust, reverse, or investigate payments when required for chargebacks, suspected fraud, duplicate transactions, accounting corrections, or policy violations.
Cancellations and availability
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.
Platform rules
Users may not create false accounts, impersonate others, provide misleading information, or bypass platform controls.
Threats, harassment, discrimination, unsafe behavior, and abusive messages are not permitted.
Zeli may not be used to request, transport, deliver, or coordinate illegal goods, unsafe activity, or unlawful services.
Users may not scrape, attack, reverse engineer, overload, or interfere with the platform, maps, payments, accounts, or dispatch tools.
Limitations
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.
Changes and contact
Zeli may update these terms as the platform, services, pricing, legal requirements, or operating model changes. Continued use of the platform after updates means the updated terms apply.
For questions about these terms, contact Zeli through the support form in the app or on WhatsApp at +5997877999.