No free space, an entrance that won’t open, a car park you can’t get into: report it straight away from the Zenpark app, then send us proof that you parked elsewhere. Once we’ve checked, we’ll refund your booking.
1. Report the problem on the spot
Report the problem as soon as you notice it, using Assistance in the Zenpark app.
- In the "Booking" tab, open your current booking.
- Tap "Assistance", then describe the problem: space occupied, no free space, entrance that won’t open…
The entrance won’t open? Also see: I can’t get into or out of the car park. What should I do?
2. Keep proof if you park elsewhere
If you have to park somewhere else, keep proof: a pay-and-display ticket, a receipt from another car park or a screenshot from the parking payment app. This proof is what allows us to process the refund for your booking.
⚠️ Only your Zenpark booking is refunded: the cost of parking you paid elsewhere is not covered.
3. Send us your request
Submit a request with your proof attached. To help us find your booking straight away:
- write to us from the email address linked to your Zenpark account;
- include your booking number (it starts with RES).
When will I be refunded?
The refund is made to the bank card used for the booking. Allow five working days on average for it to appear on your statement. You’ll find the details in your invoices: Where can I find the invoices for my bookings?
Why is my refund only partial?
When a booking is cancelled following a report, the amount refunded automatically may be lower than the price you paid. Depending on the case, it is calculated pro rata to the time remaining when you made the report, or excludes the service fees.
📌 You couldn’t park at all? Write to us with your proof of parking elsewhere: we’ll review your case and refund the difference if necessary.
When is a booking not refunded?
- You were able to park: a booking that has been used is not refundable. For a booking covering several days, only the unused days can be refunded.
- You didn’t turn up and didn’t cancel: the booking amount is still due. The cancellation rules: Cancellation conditions for a Zenpark booking.
Before booking: check the height
💡 If you drive a van or an SUV, or have a roof box, check the maximum height shown on the car park page before booking. If the actual height doesn’t match the one displayed, let us know with a photo: we’ll have the car park page checked.
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