Incorrect shift charges
The first thing you should do is wait for 24 hours. It can take up to a day for all of your shift data to appear in the Zego Delivery app.
It's also important that you fully understand how pay-as-you-go cover is charged. This guide explains in detail how our pay-as-you-go pricing works.
Remember, if you've not had a new shift within 10 minutes of your previous shift and you are outside of the first hour of cover, you will be charged again for a full hour of cover.
If you are confident that you’ve been overcharged for a shift, we’ll need to see proof of the shift where the incorrect charges took place. You can get this from your work provider by requesting an invoice from them which shows:
The exact time and date you were overcharged, and
Your work provider account details
Once you've received this from your work provider, please email it to us at [email protected]. We'll review the information and, if an error has occurred, we’ll issue a refund.
Important: If you use a different vehicle that is not covered under the policy, i.e. a bicycle, Zego may still charge you for insurance. This is because Zego charges are based on the shift information given to us by the Work Provider, and we are unable to differentiate between vehicles.
Multiple top-ups
If you top-up your account yourself or an auto top-up payment has been made, but it seems as though the payment has been taken more than once, you should follow these steps:
Check you bank statement
Check your bank account to see if you can see more than one payment taken at the same time.
Consider if you need a refund
If you can see more than one top-up payment, think about if you need the extra payment to be refunded. Remember the following:
Any additional funds added to your balance are still available to be used for shifts.
Your balance will take longer to reduce to £10 so it will also take longer for your next auto top-up payment to be taken.
Let us know about the error
If you don't need an immediate refund, you should let us know about the error. To do this, use the 'Give us feedback' option in the Zego Delivery app, as follows:
Tap 'Help' at the bottom of the screen
Tap 'Give us feedback'
Type the details of the error into the text box and tap the 'Submit' button.
If you do need a refund, contact us
If you need the funds back from your Zego balance, get in touch with us and we'll refund it back to you.