Your questions answered

Welcome to the ZIM-IT FAQ page, your go-to resource for answers to common questions about our reliable transport and delivery services in Lusaka, Zambia. We aim to make your experience with us as smooth and transparent as possible.

Frequently asked questions

At ZIM-IT, we pride ourselves on providing innovative and locally-tailored transport solutions for Lusaka. Our dedication to reliability, community, and fair treatment drives everything we do, from ride-hailing to parcel delivery and public transport. Here, you'll find answers to some of the most common queries about our services.

What are the most common questions about ZIM-IT services?
Customers often ask about safety measures, the availability of Wi-Fi and air conditioning in vehicles, refund policies, and cancellation procedures. They also enquire about vehicle capacity, for example, whether an extra person can be added to a vehicle designed for four passengers.

What should I know before booking a ride or delivery with ZIM-IT?
It's important to understand the types of vehicles available and their corresponding prices. Service costs for ride-hailing depend on the chosen option, while delivery charges are location-based. Pinpointing your exact location helps avoid delays. You'll also have the option to call or message your driver directly.

How can I get help if I have a problem?
If you encounter an issue, common questions revolve around basic troubleshooting, account and access problems, orders, shipping, and delivery concerns. We also address queries related to returns, refunds, exchanges, billing, payments, service or subscription issues, and technical support. General and escalation questions can also be directed to our support team.

Is ZIM-IT safe to use?
Your safety is our top priority. We implement stringent safety measures for both our drivers and passengers. All drivers undergo thorough background checks, and our app includes features like real-time tracking and emergency contact options. For more details, please visit our safety guidelines section on the app or website.

Can I get a refund if I cancel my ride?
Our refund and cancellation policies vary depending on the service and the timing of your cancellation. Please refer to the specific terms and conditions displayed during the booking process or visit our website for a detailed breakdown of our refund policy.

How can I contact my driver?
Once your ride or delivery is confirmed, you will have the option to call or send an in-app message to your assigned driver directly. This feature is designed to facilitate seamless communication and ensure a smooth experience.

What if I need a vehicle for more than 4 people?
We offer a range of vehicle types to accommodate different group sizes. When booking, please select the appropriate vehicle category that matches the number of passengers you have. Adding extra passengers beyond a vehicle's stated capacity is not permitted for safety and regulatory reasons.

Need more assistance?

If you couldn't find the answer you were looking for, our dedicated customer support team is ready to help. Contact us directly for personalised assistance with any queries or concerns you may have.