Swap Types

Loop Ops in on every swap for visibility, whatever the type. This is standard for all swaps, not just Host-to-Host.

Pre-Start Cancellations

If canceled before the booking begins (driver still in pretrip), funds auto-refund to the ZEVO Wallet and any promotions are restored. No manual action needed. Click Cancel Booking on host.zevo.com/bookings.

Preference-Based Switch

Driver wants to switch vehicles with no functional issue.

⏰ Preference-based swaps are not allowed after 6pm CST — daylight business hours only. Issue-based swaps are the exception and can happen outside business hours.

1. Have driver clean interior, fully charge, and end booking with detailed photos.
2. Inform them they pay the difference for the new vehicle (subtract surplus from overdue balance, then from new vehicle cost).
3. Review photos for damage.
4. Click Roll driver reimbursements into a new booking, select both checkmarks, then end booking.
5. The agent or a manager books the new car for the guest to remove friction and avoid confusion — via Admin Options or a direct link — and sends the confirmation once complete. Only fall back to web.zevo.com/search if the guest prefers to browse themselves.

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🚨 If both checkmarks are NOT selected, funds return to the driver's card in 5-10 days and cannot be reversed 🚨

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Vehicle Issue Swap

Eligibility: Mechanical or drivability issues, charging failures, safety concerns, host-related problems (vehicle not ready, inaccurate listing). Must be reported early in the booking. Issue-based swaps can happen outside of business hours.

Maintenance issues reported late: If a guest requests a swap over a maintenance issue (worn tires, tire damage, needed repairs) after holding the car for a while, eligibility depends on how long they have been with us. The early-reporting requirement still governs, so the longer they held the vehicle before flagging it, the weaker the case. Assess individually and escalate if unclear.