Refund Policy

This page explains how refunds work at ZenKimchi Concierge. It’s a plain summary of the refund terms already stated in our Terms of Service. If anything here and the Terms ever conflict, the Terms of Service govern.

If we can’t deliver

If we’re unable to get you what you asked for, a reservation, a ticket, a ride, we refund our service fee in full. That’s true across all four of our services.

Train tickets and airport transfers

If you cancel a train ticket or airport transfer after it’s booked, your refund for the ticket or transfer itself follows whatever cancellation policy that operator or provider has in place, we don’t set that part. On top of that, a 10 percent refund processing fee applies, calculated on the full booking amount including our concierge service fee. Our original service fee is non-refundable once the booking has already been completed as requested.

Airport pickups specifically

If your driver doesn’t show up within two hours of your scheduled pickup time, you get a full refund for that pickup. On your end, let us know at least six hours ahead of pickup if your flight schedule changes. We can’t be responsible for a missed pickup caused by a schedule change we didn’t know about in time.

Changing a booking

Need to change a confirmed booking, a different time, date, or party size? That counts as an alteration, not a cancellation, and carries an additional charge equal to 50 percent of the original concierge service fee for that booking.

What voids a refund entirely

Bringing illegal drugs, weapons, or pornography into a vehicle or venue we’ve arranged forfeits the full cost of that booking, with no refund.

How refunds are paid

Refunds go back through whichever method you paid with, Stripe or PayPal. We don’t issue cash refunds.

Questions

If something about a specific booking doesn’t fit cleanly into the above, reach out and we’ll sort it out directly. Contact us at concierge@zenkimchi.com.