More FAQs & Product Terms
Frequently Asked Questions (FAQs)
1. What exactly is ZFORB?
ZFORB is a hotel‑booking technology intermediary and global travel ecosystem. We offer long‑term memberships, short‑term StayPass subscriptions and curated experiences, connecting you to independent hotels and experience providers worldwide. We do not own or operate hotels or airlines.
2. How do memberships work?
Our membership tiers (SELECT, GLOBALIST, SIGNATURE, ELITE and APEX) grant you a fixed number of nights, exclusive perks and promotional points each year. Once activated, membership fees are non‑refundable. Unused nights expire at the end of your membership term.
3. Is ZFORB a hotel owner or operator?
No. ZFORB is strictly an intermediary. When you book a stay, you enter into a direct contractual relationship with the hotel supplier, who is solely responsible for property quality, amenities, safety and check‑in decisions.
4. Does ZFORB provide flights or visas?
No. ZFORB exclusively provides hotel‑booking services. Any flights, visas or immigration services mentioned in association with curated experiences are arranged and fulfilled solely by external, third‑party providers.
5. Do you guarantee the lowest price or specific hotels?
No. Inventory, rates and availability originate from third‑party suppliers and are subject to change based on demand and market conditions. Prices can change at any time until your booking is confirmed.
6. Can I transfer my nights or points?
No. All nights, points, UVUs and other entitlements are personal to you and cannot be transferred, sold or exchanged for cash. These units have no monetary value and can be used only for eligible ZFORB bookings.
7. What is your refund policy?
Refunds depend on the product. Hotel bookings may be fully, partially or non‑refundable depending on the hotel’s cancellation policy. Membership fees, StayPass subscriptions and curated experiences are non‑refundable once activated or booked. Points and UVUs are non‑refundable and have no cash value. See our Payment & Refund Policy for details on processing times.
8. What payment methods do you accept?
We accept major credit and debit cards through authorised payment gateways. Payments are tokenised and subject to strong customer authentication. We do not store full card details.
9. How do I contact customer support?
For general enquiries, email hello@zforb.com. For help with bookings, membership or refunds, email support@zforb.com. For legal matters, email legal@zforb.com.
10. How do I exercise my data rights?
To access, correct or delete your personal data, or to withdraw consent, email privacy@zforb.com or use the privacy request form in the app. We will verify your identity before processing your request and respond within the timeframes mandated by applicable law.
11. Is ZFORB a wallet or money‑transfer service?
No. ZFORB is a travel‑booking intermediary. We do not store customer funds, issue prepaid payment instruments, or permit withdrawals or peer‑to‑peer transfers. All refunds are credited back to the original payment method.
12. Do you use cookies?
Yes. We use essential, performance, functional and marketing cookies to enhance your experience and analyse usage. You can manage cookie preferences through our cookie banner or in your browser settings. See our Cookie Policy for details.
13. Where can I find your legal documents?
All legal documents, including the Product Terms, Privacy Policy, Cookie Policy, Payment & Refund Policy, Terms of Use and Legal Notices, are available in the footer of our website and in the settings section of our app. You should review them carefully before making a purchase.
14. How do I know if my booking is refundable?
Refund eligibility is determined by the hotel’s cancellation policy, which is displayed at checkout. Your booking will be clearly labelled as Refundable, Partially Refundable (where the supplier may keep a fee) or Non‑Refundable.
15. What happens if I miss my check‑in or check out early?
If you do not arrive (no‑show), arrive late or leave early, the hotel may treat the booking as fully used. Typically no refund is given.
16. Can I get a refund for my membership if I change my mind?
If you have not activated your membership or used any benefits, you may request a refund within the applicable cooling‑off period (if provided by local law), subject to a processing fee. Once a membership is activated or the cooling‑off period passes, the fee is non‑refundable.
17. Are curated experiences based on luck or a lottery?
No. Curated Experiences are strictly criteria‑based promotional programs, not games of chance or lotteries. Outcomes are determined by the fulfilment of objective criteria and ZFORB’s internal selection process.
18. Can I get a cash payout instead of participating in an experience if I am selected?
No. There is no monetary payout or cash‑equivalent benefit provided for Curated Experiences.
19. What happens if I file a chargeback without contacting ZFORB support?
Filing a chargeback without first contacting ZFORB support will result in immediate account suspension and forfeiture of all Points, UVUs, unused nights, membership benefits and future entitlements.
20. What happens to my points or credits if they expire?
If your Points or credits expire, they cannot be restored. Points used on a non‑refundable booking also become non‑refundable.
21. Do you honour Do Not Track (DNT) signals?
Currently there is no industry standard governing DNT signals. We do not change our data collection practices when we receive a DNT signal, but you can manage cookie preferences via our cookie banner or browser settings. For more information, see our Cookie Policy.
22. How can EU users exercise data portability under GDPR?
If you are in the European Union or another jurisdiction with data portability rights, you may request a copy of your personal data in a machine‑readable format by emailing privacy@zforb.com. We will provide the data in a commonly used, structured format so you can port it to another service.
Product Terms
Introduction
These Product Terms explain how each ZFORB offering works. They should be read together with our Terms of Use and Payment & Refund Policy. ZFORB International FZCO (Dubai) and ZFORB International Private Limited (India) (collectively ZFORB) operate a technology platform that connects you with independent hotels and experience providers. We do not own or operate hotels, and we do not provide any stored‑value wallet or prepaid payment instrument. When you make a booking, your contract is with the underlying supplier; we simply transmit your booking and process your payment.
1. Hotel Bookings
• Real‑time inventory: All rates, rooms and availability are supplied by our hotel partners and change dynamically based on demand, season and booking date. Rates are not guaranteed until your booking is confirmed.
• Refund categories: Before you pay, we display whether your rate is fully refundable, partially refundable or non‑refundable. Once confirmed, changes, cancellations and refunds are governed by the hotel’s policy. A no‑show (failing to arrive or arriving after the cancellation deadline) may result in forfeiture of the entire booking value.
• Dynamic pricing and budgets: If you are using an entitlement with a pre‑defined nightly budget (for example, membership nights), the system will show only properties within your budget. During peak seasons or high‑demand destinations, availability at your budget level may be limited. You may choose alternative dates/destinations or pay the difference immediately via an accepted payment gateway to book a higher‑priced property.
• Local taxes and fees: Some properties collect additional fees (e.g., city tax, resort fee, deposits, extra‑bed charges, meals) at check‑in. These charges are your responsibility and are not refundable through ZFORB.
• Property rules: Identification matching the reservation name is required at check‑in. You must comply with each hotel’s policies regarding maximum occupancy, smoking, pets and check‑in/out times. Early check‑in/late check‑out requests and special room preferences are at the discretion of the hotel.
• Liability: ZFORB is not liable for the quality, amenities or services provided by the hotel. Any disputes about property conditions or service levels should be directed to the hotel management.
2. Memberships
• Benefits and entitlements: Memberships grant you a set number of nights, promotional points/UVUs and other perks each membership year. Entitlements are credited to your account annually once you activate the membership.
• Activation and non‑refundability: Membership fees are non‑refundable once you activate the membership or use any benefits. If a statutory cooling‑off period applies in your jurisdiction and you have not activated or used any benefits, you may cancel within that period for a refund (subject to a processing fee). Annual Service Fees (ASF) must be paid each year to keep your membership active.
• Expiration and transfer: Nights and other entitlements expire at the end of each membership year and do not roll over. Memberships and entitlements are personal and cannot be transferred, sold or gifted.
• Dynamic pricing: Membership budgets are indicative. During high‑demand periods, you may need to select different dates/destinations or pay the difference to book a higher‑priced property. ZFORB does not guarantee that specific hotels or destinations will be available within your budget.
• Adjustments: We may adjust membership benefits or participating properties for operational, legal or partner‑related reasons. We will always aim to preserve the overall value of the programme.
3. StayPass
• Nature of StayPass: StayPass is a short‑term subscription that grants access to selected hotels and night entitlements. Activation is typically instantaneous.
• Non‑refundability: Once activated, StayPass is non‑refundable. Entitlements associated with StayPass have their own validity period and expire if not used.
• Eligible properties and dates: StayPass may only be redeemed at participating hotels on eligible dates, which vary by location and season. Availability is not guaranteed, especially during peak periods.
• Dynamic pricing: If a StayPass night is priced above your entitlement’s budget, you may choose an alternative date/destination or pay the difference at checkout.
4. Curated Experiences
• Criteria‑based programmes: Curated experiences are special programmes that provide access to unique stays, events or activities. Selection is based on objective criteria (e.g., membership tier, purchase history) and is not a sweepstakes, lottery or game of chance.
• Fees and refundability: Participation fees are non‑refundable unless explicitly stated otherwise.
• Third‑party fulfilment: Many experiences are fulfilled by independent partners (e.g., hotels, tour operators). These partners are responsible for delivering the services; ZFORB is not liable for their acts or omissions.
• No cash alternative: Curated experiences and any associated prizes or gifts have no cash value and cannot be exchanged for money.
5. Subscriptions & Renewals
• Automatic renewal: Some ZFORB products may include auto‑renewal. If auto‑renewal applies, we will display this prominently at checkout. You may turn off renewal or cancel your subscription through your account settings or by contacting support before the next billing date.
• Non‑refundability: Once a renewal has been processed, the fee is generally non‑refundable unless required by applicable law or stated in the product‑specific terms.
6. Points & UVUs
• Promotional units: Points, UVUs and similar credits are promotional units issued by ZFORB. They have no monetary value, are not legal tender and cannot be withdrawn, sold, gifted or transferred to another person.
• Usage: Points and UVUs can be redeemed only for eligible bookings or upgrades within the ZFORB platform. The number of points required for a booking or upgrade may vary based on dynamic pricing and availability.
• Expiration: Points and UVUs expire according to your membership plan or as stated in a specific promotion. Expired units cannot be reinstated unless we explicitly offer an extension.
7. Need Help?
If you have questions about these Product Terms or need assistance with a product, please contact us:
• Use the “Concierge” form in the app or on our website and include your name, mobile number, email address and query; or
• Email our support team at support@zforb.com.
We are happy to clarify any of these terms before you complete a purchase.
Last updated: 15 December 2025