Policies & Guest Care

01: Your privacy

We use enquiry and booking details, such as your name, contact information, passenger numbers, itinerary and service preferences, to prepare quotations, arrange journeys, communicate with you and maintain necessary business records. Please share only information needed for your journey. Do not place identity documents, payment-card details or sensitive medical information in website forms.

Rate calculator information

Location searches are sent to Geoapify to suggest addresses and calculate road distances. When an estimate is calculated, the selected route, stops, passenger counts, stop notes, service times, travel dates, vehicle, journey options and estimate are recorded and emailed to our authorised team at admin@conciergezw.com and help@conciergezw.com for enquiry planning and service analysis. The calculator does not make a booking or automatically subscribe you to marketing. It does not ask for your name or email address.

A random session identifier and a short-lived, hashed IP-based identifier help prevent duplicate reports and abuse. Calculator database records are scheduled for removal after 90 days. Email copies, enquiries and booking records are retained only while needed for service, accounts, disputes or legal obligations and are reviewed for deletion; the 90-day database rule does not automatically delete email copies.

Providers and safeguards

Our website and communications use Squarespace, Geoapify, Supabase, Resend and Google Workspace. Relevant information may be processed outside Zimbabwe by these providers. We limit access to authorised people and use access controls and secure connections, but no internet service is risk-free. Necessary itinerary details may be shared with your assigned chauffeur or an agreed transport provider. We do not sell enquiry information.

Website hosting and essential security functions may use cookies or similar storage. Your browser can restrict or delete these, although some functions may stop working. External social links and provider websites have their own privacy practices. We will request any consent required for optional uses.

To ask about your information, request access or correction, raise an objection, or request deletion where applicable, email admin@conciergezw.com. We may proportionately verify your identity. Some records must be kept for legal reasons. You may also contact Zimbabwe's data-protection authority, POTRAZ, about a concern.

02: Bookings & payments

A website enquiry or calculator estimate is not a reservation. A booking is confirmed only after we agree availability and your itinerary in writing and receive the payment required by that confirmation. Please check names, pickup details, travel dates, passenger and luggage requirements before accepting.

• Estimates are in United States Dollars. US$60 is a starting-fare floor, not the guaranteed total for every trip. Your quotation confirms the total, inclusions, applicable taxes or statutory charges and any agreed extras before payment.
• Chauffeur Service requires full payment of the confirmed total before departure. Journey By Route offers full payment or an indicative 50% deposit, with the remaining balance due before departure. Your booking confirmation states the payment deadline. A deposit is not automatically non-refundable.
• Fuel, chauffeur service and applicable overnight arrangements are allowed for in estimates. Tolls, parking, extra stops, extended waiting and additional driving are confirmed in your quotation. A luggage trailer has no hire fee; additional fuel is included when applicable.
• Different-date returns on eligible routes up to 200 km each way may be booked as two separate transfers, with no vehicle or chauffeur held between them. Each transfer is priced separately. Retained vehicles and chauffeurs require the agreed overnight arrangements.
• Routes over 200 km each way require a return service. We operate from Harare; journeys originating elsewhere and complex itineraries require an individual quotation. Calculator routing and public fuel references are estimates, not live availability guarantees.
• Mercedes-Benz Private Access is referral-only, subject to availability and a separate quotation. Any supplying partner and material vehicle differences will be identified before confirmation. Images illustrate the experience; confirm the exact vehicle and features with our team.

We do not change the price of a confirmed, unchanged itinerary without agreement. Requested changes may affect the price or availability and must be confirmed in writing. Never send card details by email or through the enquiry form; use only payment instructions confirmed by our team.

Agreed fares and completed services

There are no retrospective discounts for services delivered as agreed. The confirmed fare remains payable for a completed journey or hire period. Choosing not to use an agreed amenity, changing personal preferences or requesting a shorter itinerary does not automatically create a discount. This does not restrict any refund, price reduction or other remedy required by law for a service failure.

Additional stops, route changes, extended waiting and extra hire time require agreement on the price before they are provided. Chauffeurs cannot approve discounts or waive charges on behalf of the company; contact our team for any billing change or concern.

Calculator & service guide

Estimates and inclusions

The minimum starting journey fare is US$60. This is a floor, not the final price of every service. Estimated fuel and applicable overnight arrangements are allowed for in the total. The final quotation confirms the agreed itinerary, inclusions and any applicable taxes or statutory charges. Additional driving, changed stops, tolls, parking and unusual waiting are confirmed before booking. Luggage trailers have no trailer-hire fee; an estimated additional fuel allowance is included when selected. Overnight accommodation is an estimate and remains subject to confirmation.

Chauffeur Service hours and distance

Chauffeur Service is reserved for the selected hours on the departure date, in Zimbabwe time (CAT, UTC+2). Up to 4 hours is a half day; over 4 to 8 hours is a full day; over 8 to 10 hours is an extended day. Stops and waiting count within the reserved time. Longer or overnight reservations require a personalised quotation. The estimate reflects the selected date and hours, including applicable extended-hour, night-service and designated-day adjustments.

If the total planned Chauffeur Service itinerary exceeds 200 km, including intermediate stops and any selected return leg, the calculator automatically changes the booking type to Journey By Route. Exactly 200 km remains eligible for Chauffeur Service. Routes exceeding 200 km each way require a return service. Any depot detours, additional daily driving and safe chauffeur duty arrangements are confirmed by our team.

Stops and route planning

Choose up to 10 intermediate stops and select each address from the suggestions. When you click Calculate Estimate, the calculator checks a mileage-based order for two or more stops while keeping pickup and destination fixed. Stop notes and passenger counts remain attached to their locations. Review the resulting order before requesting a reservation. Choose Keep my stop order if a pickup sequence or appointment time must be preserved. If route optimisation is unavailable, the entered order is retained and identified on the calculator.

For return estimates, the same itinerary in reverse is assumed. Road data, timing, passenger capacity, accessibility and road suitability require final operational review. A shorter mapped route is not a guarantee that every road is suitable or that the requested schedule can be met. Do not enter passenger names, contact details or sensitive information in stop notes. Use the reservation form for contact information and discuss sensitive requirements privately with our team.

Separate transfers on different dates

For airport transfers and other routes up to 200 km each way, different departure and return dates may be booked as two separate transfers. Select the option to release the vehicle between journeys. No vehicle or chauffeur is reserved between transfers, so there is no intervening-day reservation or overnight charge. Each transfer has a US$60 minimum starting fare and is independently priced and confirmed. The same vehicle or chauffeur is not guaranteed. This arrangement is not available for routes exceeding 200 km each way or while the vehicle and chauffeur remain reserved for you.

Fuel reference and confirmation

The calculator checks ZERA's published diesel reference during calculation and uses it for the estimated fuel allowance. The check time refers to when the published source was consulted, not when its price became effective. If the check fails, the most recent saved reference available to the service is used and identified as a fallback. Fuel availability, actual operating distance and the final quotation are confirmed by our team.

Your estimate and reservation

Calculating an estimate does not reserve a vehicle or confirm availability. Your selected route, stops, passenger counts, notes, service times, dates, vehicle and estimate are shared with our authorised team for enquiry planning and service analysis, as described in the privacy section. Proceed with Reservation transfers your journey details to Request a Journey, where you can add your contact information. A booking requires our written confirmation and the agreed payment.

03: Changes, delays & cancellations

Send changes or cancellations promptly to admin@conciergezw.com, quoting your booking reference and travel date. Keep our written acknowledgement. If travel is imminent or the vehicle has arrived, also call the contact number in your confirmation so dispatch can be stopped where possible.

Cancellation after dispatch or on arrival

If the booked vehicle and chauffeur are provided at the agreed time and place, are safe and materially match your confirmed arrangements, cancelling or declining the service because you have changed your mind or personal preferences does not make dispatch free. You remain responsible for reasonable, previously disclosed dispatch charges and fuel costs already incurred, to the extent permitted by law. These may include the chauffeur's mobilisation time, travel to the pickup and necessary return travel, plus agreed waiting, tolls or parking actually incurred. Costs avoided by stopping dispatch or reallocating the vehicle are taken into account.

The dispatch amount or its calculation method, fuel basis, included waiting period and any further waiting rate must be set out in your quotation or booking confirmation before you accept. Dispatch is not an automatic charge for the entire unused journey. Fuel or chauffeur mobilisation already covered by another charge will not be billed twice, and undisclosed penalties will not be added on arrival.

Missed pickups, waiting and early endings

Please be ready at the confirmed pickup point and keep your contact number reachable. Provide flight details for airport journeys and advise us of changes. If we cannot locate or contact you, we will make reasonable contact attempts and observe the waiting arrangements in your confirmation before treating the booking as a missed pickup. Any charge is assessed under the same reasonable, disclosed cancellation and dispatch rules; there is no automatic forfeiture of your entire payment.

If you ask to end a journey or hire early, services already delivered as agreed remain payable. Any charge for the unused portion is assessed under the disclosed cancellation terms and applicable law, taking account of saved costs and the opportunity to reallocate the vehicle. Ending early does not automatically entitle you to a discount on completed service.

Cancellation assessment and payment reconciliation

Where a cancellation charge is permitted by law, it must be reasonable and reflect the notice given, the booked service, work already performed and genuinely unrecoverable costs, taking account of saved costs and the ability to reallocate the vehicle. We provide an itemised explanation, credit payments already received against lawful amounts due and refund any balance owed to you. You are not charged twice for the same loss. Any remaining lawful balance and its payment deadline will be stated in the invoice.

Statutory cancellation protections apply. No cancellation fee is charged where the booking cannot be honoured because of the death or hospitalisation of the intended traveller or an immediate family member, as required by law. We may request only reasonable evidence needed to assess the request, handled privately. A prohibited cancellation fee will not be relabelled as a dispatch or fuel fee.

Service concerns, safety and our responsibility

If the vehicle or chauffeur is unsafe, materially differs from the confirmed booking or the service is not supplied as agreed, contact our team immediately. You do not have to travel in an unsafe vehicle. Where appropriate, we will offer a suitable remedy or replacement for your agreement. Dispatch or fuel charges are not automatically imposed when refusal results from our service failure; refunds, price reductions and other mandatory remedies remain available. Please explain the concern so we can record and resolve it; raising it later does not remove your legal rights.

If we cannot provide the agreed service, we will offer a suitable alternative for your agreement or refund the unperformed service as required by law. Road closures, unsafe conditions or serious delays may require a revised plan. We will communicate the options and any lawful, agreed costs. No alternative vehicle or additional charge will be imposed without the agreement required by law.

04: Driver, guest & vehicle safety

Safety takes precedence over schedules. Journeys must allow lawful driving, appropriate breaks and safe road conditions. Our chauffeurs may decline an unsafe or unlawful instruction and contact the team to arrange a safe alternative. Guests must not pressure a driver to speed, overload a vehicle or continue when fatigued.

• Wear seat belts throughout travel. Tell us in advance about children and required restraints, accessibility needs, mobility aids or unusual luggage so suitable arrangements can be confirmed. Minors must travel with a responsible adult unless a specific arrangement is agreed.
• Passenger capacity is subject to luggage and safe loading. The five-seat Quantum offers more luggage space than the seven-seat configuration. Trailer and specialist arrangements depend on confirmed availability.
• Treat chauffeurs, other guests and vehicles respectfully. Violence, harassment, discrimination, illegal goods and dangerous behaviour are not permitted. Smoking and vaping inside vehicles are not permitted. Discuss alcohol or unusual onboard requests before booking.
• A serious safety or conduct breach may result in refusal or interruption of service. Our team will consider a safe place to stop and appropriate assistance. Any financial consequence must be reasonable, lawful and connected to the circumstances, not an automatic penalty.
• Guests may be responsible for documented damage or exceptional cleaning caused by their conduct, excluding ordinary wear. We will explain the evidence and reasonable cost before seeking payment.

Keep valuables with you and check the vehicle on arrival. Report lost property promptly with your journey details. We will take reasonable steps to assist. Nothing here excludes liability or remedies that cannot lawfully be excluded. A chauffeur journey is not an emergency medical service; in an emergency, contact the appropriate emergency services.

05: Questions, complaints & care

For booking assistance, privacy requests, accessibility arrangements or complaints, email admin@conciergezw.com or help@conciergezw.com. Include your booking reference and a brief description, without unnecessary sensitive information. We aim to acknowledge written concerns within two business days and will explain the next steps.

Zimbabwean law applies, without removing any mandatory rights or access to the appropriate courts, consumer bodies or regulators. These policies apply to new bookings from the effective date; updates do not retrospectively replace terms already agreed for a confirmed journey.