Terms of Service

1. Agreement and who we are

These Terms are an agreement between you and Zentra Global Logistics Company Limited (“Zentra,” “we,” “our,” or “us”). They cover the Zentra Rider app (published in the app stores as Zeri) and the Zentra Driver app (Zeri Driver), and the services you use through them. They do not cover the zentra.bt shipping website and services, which have their own Terms of Use.

By creating an account, submitting a driver application, ticking “I agree,” asking for or accepting a service, or otherwise using either app, you confirm that you have read and accepted these Terms, can legally enter this agreement, and will give accurate information. If you do not agree, please do not use the apps.

We provide technology and operational support for ride, driver, transport, delivery, payment-support and customer-support services. The apps may connect riders and senders with eligible drivers. Nothing in these Terms removes a consumer right that cannot legally be waived.

2. Eligibility and your account

• Riders must be at least 18 years old and have legal capacity to enter this agreement. We do not knowingly create rider accounts for anyone under 18.
• Drivers must be at least 21, hold a valid Bhutanese CID and professional driving licence, keep the vehicle registration, permits and insurance the law requires, operate an approved roadworthy vehicle, and pass and keep meeting our verification checks.
• Everyone must give a working Bhutanese mobile number or email address and the details we ask for, keep them up to date, protect their password, PIN and one-time codes, and use only their own account.

You are responsible for everything done through your account. Accounts may not be sold, rented, transferred or shared, and a driver must never let anyone else drive under the driver’s account. If you think someone else has got into your account, change your password and contact us straight away.

3. Booking rides and cancellations

Asking for a ride does not guarantee a driver. A booking is confirmed when a driver accepts it in the app. Pickup and arrival times, route, distance, duration and fare shown beforehand are estimates and can change with traffic, weather, road conditions, GPS or map limits, emergencies or other circumstances. Check the pickup, destination, service type, contacts and displayed price before you confirm.

You can cancel from the app. A cancellation, waiting or no-show charge applies only if it was disclosed in the app or in the accepted service details, and you can ask support to review it. Repeated no-shows may lead us to limit or suspend an account after review.

You agree to receive essential messages such as verification codes, booking and application updates, safety and security alerts, payment or payout notices, support replies and policy changes. Rides you book ahead are stored on our servers and requested at the time you chose.

4. Riding safely: what we ask of riders

Riders and passengers must:

• Be ready at the confirmed pickup, check that the car and driver match the app, wear a seat belt where one is fitted, and follow reasonable safety instructions.
• Treat drivers and other passengers with respect: no harassment, threats, discrimination, distracting the driver, or pressing a driver to break the law.
• Not carry illegal or dangerous items, damage or badly soil a vehicle, or misuse the support and safety tools.
• Pay all charges that were clearly shown for the service.

A rider may be asked to cover reasonable, evidenced cleaning or repair costs caused on purpose or through carelessness by the rider or their passengers, and can dispute the charge.

5. Drivers: approval, responsibilities and availability

A driver application may need identity, licence, vehicle registration (RC), permit, insurance, bank and contact information. Applying does not guarantee approval. We may ask for updated or corrected documents, and approval may be paused or end when a required document expires. False, altered or misleading documents may lead to rejection or a permanent restriction.

Drivers must:

• Use only an approved account and vehicle, and keep every required licence, registration, permit, inspection and insurance valid.
• Follow traffic and transport laws, drive safely, keep the vehicle clean and roadworthy, and never drive while impaired, dangerously tired or legally barred from driving.
• Charge only the authorised fare, take a reasonable route, confirm the right rider or parcel, and protect rider and recipient information.
• Not tamper with GPS, fare, distance, availability, trip status, payments, ratings or records.
• Report serious accidents, injuries, safety incidents and suspected fraud, and cooperate with reasonable investigations.

Going online means you are available for requests. A driver may decline a request before accepting it. After accepting, the driver should complete the service unless cancelling is reasonably needed for safety, a rider no-show, wrong or unlawful service details, a vehicle or technical failure, or another genuine reason. While a driver is online or on a service, the Driver app may send location, heading, accuracy, time, route progress and related operating information; during a live ride that continues when the phone is locked, until the ride ends. GPS spoofing and false trip progress are not allowed.

Whether a driver is an employee, fleet member, contractor or partner depends on the driver’s separate written arrangement and how the work is actually done, not only on these Terms. Fees, commissions, payout schedules and minimums will be shown in the Driver app or the driver agreement before they apply. Drivers are responsible for their own tax and record-keeping unless the law or their agreement says otherwise.

6. Fares, payments, wallet and payouts

Before you confirm, the app shows the fare or how it is worked out. A fare may include a disclosed base amount, distance, time, waiting, transport-authority tariff, tolls, parking, delivery level, cancellation charge and required taxes. A driver may not ask for an undisclosed extra payment. Any change after the service is explained and can be disputed through support.

Where you pay by bank or card, or add money to your Zeri wallet, the payment is made through the BFS Secure payment gateway. You enter your bank or card details with BFS and your bank, and they are processed there: Zeri does not see or store them. The app shows which payment methods are available.

Wallet balance is for paying for Zeri services. A top-up is not refunded as cash, except where it failed or was charged in error because of a technical fault, or where the law requires a refund. Promotional credit is not cash unless the app says so, and the app will show any expiry or limits.

If you think a charge is wrong, duplicated or unauthorised, tell us through support as soon as you can with the trip details; reporting quickly makes it much easier to check with your bank and BFS. Approved refunds go back to the original payment method where possible, subject to bank and gateway processing times.

Driver statements may show gross fare, cash collected, Zentra fees, incentives, adjustments, refunds, net earnings and payout status. We may hold a disputed amount while we check for fraud, duplication, chargeback, safety or account ownership, but will not hold undisputed earnings longer than necessary.

7. Parcel delivery

Senders must give accurate pickup, recipient, contents, weight, size, value and handling details; pack items safely; declare fragile or special-handling items; have the right to send them; and make sure the recipient can be reached.

You may not send illegal goods, weapons, explosives, dangerous chemicals, prohibited substances, stolen property, alcohol or tobacco that cannot lawfully be moved, cash or negotiable instruments unless the app supports it, live animals unless approved, unsafe perishables, undeclared high-value property, or anything that is an unreasonable safety risk.

We or a driver may refuse an unsafe, unlawful, misdescribed or badly packed item. Reasonable disclosed waiting or return charges may apply if the recipient cannot be reached, the address is wrong, access is refused, the recipient declines the parcel, or delivery would be unlawful. Report loss or damage promptly with the tracking details, proof of value, a description and any photos.

8. Messages, ratings and content

Rider–driver chat may be used only to coordinate and complete a service, deal with an immediate safety issue, return lost property or get support. Spam, scams, threats, harassment, discrimination, sexual content and unrelated promotions are not allowed. We may review messages when reasonably needed for support, safety, fraud checks or legal compliance. Trip chats, including voice messages, are deleted 7 days after the trip ends.

Ratings and feedback must be honest and based on a real service. We may remove fraudulent, abusive, irrelevant, privacy-invasive or unlawful content. When you send us support material, delivery instructions, photos or feedback, you confirm you have the right to do so and allow us to use it only to run, support, protect and improve the service. You keep ownership of your content. You can report or block another user from a trip chat.

9. Safety, emergencies, insurance and lost property

Zeri is not an emergency service. In an immediate emergency, contact the police, ambulance, fire or other emergency service first, then report it to us. We may keep or share relevant trip, location, account and message records when reasonably needed for an emergency or a lawful investigation.

Drivers must carry the insurance the law requires and report serious accidents or injuries promptly. Any extra cover for a particular service will be clearly named in the app; otherwise, do not assume there is any. We cannot promise to recover lost property, and a reasonable disclosed return cost may apply.

10. What is not allowed

Please do not:

• Break the law, use a false identity, submit forged documents, share an account, or get into someone else’s account.
• Tamper with location, availability, fares, wallets, payments, ratings, requests, or trip and delivery records.
• Make false or fraudulent bookings, commit payment fraud, or misuse the emergency or complaint tools.
• Spread malware, copy or reverse-engineer the apps (except where the law allows), get around security or rate limits, scrape personal information, or misuse app data.
• Harass, threaten or discriminate against anyone, carry prohibited goods, or use another user’s information for an unrelated purpose.

11. When the apps may be unavailable

The apps may be down for maintenance or for reasons outside our control, such as network, power or provider failures, and they work only in the areas we support. We do not promise that a driver will always be available, that every area is covered, that estimates will be exact, that the apps will never be interrupted, or that every technical error can be prevented. We will make reasonable efforts to keep the service running and to restore it. Digital features are provided “as available” to the extent the law allows.

12. Suspension, closing accounts and appeals

We may warn, limit, suspend or close an account for fraud, account sharing, false or expired driver documents, a serious safety risk, violence, harassment, discrimination, payment abuse, repeated material breaches, legal requirements, or conduct that endangers users or the service. We may act immediately and temporarily to protect safety, keep evidence or prevent fraud.

Unless it would be unsafe or prohibited, we will give a general reason, say how long a temporary measure lasts, explain how to be reinstated, and tell you how to appeal. You can delete your account at any time from the app or on our Delete your account page. Money owed, active investigations and records the law requires us to keep can continue after an account is closed.

13. Other providers and our property

The apps use independent mapping, routing, banking, payment, messaging, identity and communication services, including the BFS Secure gateway, each with its own terms and privacy policy. We are not responsible for an independent provider’s service except where responsibility cannot legally be excluded.

The Zentra and Zeri names, logos, apps, software, designs and text belong to or are licensed to Zentra. You get a limited, personal, revocable, non-exclusive, non-transferable right to use the apps for their intended purpose. You may not copy, sell, change, distribute or commercially exploit them without written permission or another legal right.

14. Responsibility and limits

A user is responsible for reasonably foreseeable loss caused by that user’s fraud, intentional misconduct, unlawful activity or serious breach of these Terms. To the fullest extent the law allows, Zentra is not liable for indirect or consequential loss, for services that were unavailable, or for losses caused only by a user, an independent provider, a network failure, a map or GPS limit, or an event beyond our reasonable control.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including for fraud, wilful misconduct, gross negligence, protected consumer rights, or death or personal injury where exclusion is not permitted.

15. Complaints, disputes and governing law

Please first raise a complaint through in-app support or the contact details below. We aim to acknowledge complaints within ten working days, look at the evidence fairly, and resolve them within thirty days where reasonably possible. Consumers can also use the complaint channels published by Bhutan’s Competition and Consumer Affairs Authority.

These Terms are governed by the laws of the Kingdom of Bhutan. Subject to rights that cannot be waived, any dispute we cannot resolve is for the competent courts of Bhutan.

16. Changes and general terms

We may update these Terms for service, business, safety or legal reasons. We will tell you about material changes in the app, by notification, email or SMS, and where the law requires we will ask you to accept the new Terms before you continue. Using the apps after a change is published means you accept it. Changes will not apply backwards where that would be unlawful or unfair.

If part of these Terms cannot be enforced, the rest still applies as far as the law allows. Not enforcing a term straight away is not a permanent waiver. We may transfer this agreement as part of a lawful restructuring, merger or sale; you may not transfer your account or this agreement without our permission.

Version 1.2 (1 November 2026): the Terms for the apps now live on this site, separate from the zentra.bt shipping Terms. Riders must confirm they are 18 or older and agree to the Terms before signing up in the Zeri app (section 2), and payments and wallet top-ups through the BFS Secure gateway are explained (section 6).

17. Contact

Questions about these Terms, a complaint or a dispute? Contact Zentra Global Logistics Company Limited through Zeri support:

Our head office is at 197/75 Moo 8, Sanphu Loei, Mueang Chiang Mai, Thailand, and we have branch offices in Thimphu and Gelephu, Bhutan. More ways to reach us are on the Support page.