Vehicle Swaps

Swap Types

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
  2. Review photos — verify no new damage, charge level, cleanliness, mileage. Do not proceed if condition is unclear
  3. End the booking:
    • No rollback needed: Have the guest end it; confirm photos first
    • Rollback needed: Host ends via host.zevo.com/bookings → Manually End Booking → reset end date to when issue was first reported
  4. Select both wallet refund checkmarks → roll funds into ZEVO Wallet → end booking
  5. Guide driver to rebook using wallet funds. If funds are insufficient: lower/remove deposit, issue incidental credit, or allow repayment via incidentals

Rollback rules: Case-by-case only. Apply if the issue reduced usability. Do not apply if issue was minor, vehicle remained usable, or issue was reported late.

Rate Matching: Weekly → Daily Mid-Booking Switch

When a driver on a weekly rate must switch vehicles and rebook on a daily basis, manually set a custom rate so they aren't hit with the standard 20% daily markup.

Formula: Original weekly rate ÷ 1.20 = custom weekly rate to enter in ZOMP

Example: Driver was on $450/week → $450 ÷ 1.20 = $375. Enter $375 as the custom weekly rate. The system applies its daily markup automatically, landing the driver at the daily equivalent of their original weekly rate.

Steps:

  1. Pull the weekly rate from the original booking
  2. Divide by 1.20
  3. Enter the result as the custom weekly rate on the new booking
  4. Tag manager in the booking thread for visibility
  5. Confirm with driver that their daily rate reflects no increase
Applies only to involuntary mid-booking switches from weekly to daily. Not for voluntary swaps or upgrades.

Host-to-Host Swap

Use when a driver in good standing loses vehicle access due to host behavior (cross-listing, unresponsiveness, repossession without cause, misconduct).

A driver in good standing should never lose access due to host behavior. ZEVO steps in — the host bears the consequence.
  1. Confirm driver is in good standing — check ZOMP for overdue balance, repossession status, active claims
  2. Contact driver immediately — acknowledge the situation, assure them ZEVO is handling it
  3. Find a replacement vehicle — check ZOMP or coordinate with ops. Flag to leadership if nothing is available same-day
  4. End current booking — use wallet rollover process (both checkmarks). Roll unused time into ZEVO Wallet
  5. Flag the host — document in ZOMP under host account, post summary in host channel (e.g., #zevo-eventure)
  6. Help driver rebook — guide through wallet rebooking. Loop in a lead if deposit exceeds wallet balance
  7. Document everything — ZOMP booking notes, host channel post, and Intercom conversation note

What to tell the host:

Escalation:

Account Restrictions

Active claims may freeze the account and block rebooking. Request ZEVO support to unfreeze before proceeding.

Key Rules