Swap Types

Type Trigger
Preference / Upgrade Driver wants a different vehicle, no issue
Vehicle Issue Mechanical, charging, safety, or host-side problem
Host-to-Host Host misconduct, cross-listing, or unresponsiveness
Pre-Start Cancellation Booking canceled before trip begins

Pre-Start Cancellations

If canceled before the booking begins (driver still in pretrip), funds auto-refund to 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.

  1. Have driver clean interior, fully charge, and end booking with detailed photos
  2. Inform them they'll 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. Direct them to web.zevo.com/search, send a direct link, or book via Admin Options

If both checkmarks are not selected, funds return to the driver's card and cannot be reversed.

Vehicle Issue Swap

Eligibility: Mechanical/drivability issues, charging failures, safety concerns, host-related problems (vehicle not ready, inaccurate listing). Must be reported early in the booking.

Guest requirements before swap: Return to original location (unless told otherwise), clean interior, full charge, 6-angle photos, provide ETA.

Workflow:

  1. Confirm issue is valid and impacts usability; check when it was reported