Trust & Safety
Every flight on WingZen is backed by verified operators and payment protections built into the platform. Here is exactly how we keep you safe.
01 — VERIFICATION
Every Operator Is Identity-Verified
Before a single aircraft can appear in search results, the operator behind it must pass Stripe Identity verification — the same infrastructure trusted by Amazon, Google, and major financial institutions worldwide.
The process requires a government-issued photo ID and a live selfie captured in real time. Stripe uses biometric matching and document analysis to confirm the person is who they claim to be. This is not a self-reported checkbox — it is a programmatic identity check that cannot be bypassed.
Verification Process
- Submit government-issued photo ID
- Complete live selfie verification
- Stripe confirms identity match
02 — INSURANCE
Operator Insurance
All operators on WingZen are contractually required to maintain a minimum of $2,000,000 in aviation liability coverage as a condition of their Terms of Service (Section 6.1). WingZen does not independently verify insurance certificates — responsibility for maintaining adequate coverage rests with the operator.
Terms of Service Warranty
Every operator agrees to maintain $2M+ liability coverage as a binding condition of listing on WingZen.
Operator Accountability
Operators who fail to maintain adequate coverage breach their Terms of Service and may be removed from the platform.
03 — ACTIVATION
Two Gates. No Shortcuts.
An aircraft cannot appear in search results until the operator passes both independent verification gates.
Stripe Identity Verified
Government ID + live selfie match confirmed
Stripe Connect Verified
Bank account linked for payouts
Both gates must pass before an aircraft becomes visible in search results. If either gate fails, the aircraft is immediately hidden from customers.
04 — PAYMENT
Your Card Is Never Charged Until Both Sides Agree
WingZen uses an authorization-hold model — your payment is secured at checkout but only captured when the booking reaches mutual agreement. No agreement means no charge.
You Book
Card authorized. Hold placed. Not charged.
Operator Responds
Confirms, proposes alternative, or declines within 12 hours.
Agreement Reached
Payment captured only when both sides agree. No agreement = hold released.
Post-Flight Escrow
Operator payout held for 10 days after flight. Dispute window protected.
What if there is no agreement?
If the operator declines, you decline a proposed time, or the operator does not respond within 12 hours, the authorization hold is released automatically. No charge. No refund needed. Your money never left your account.
05 — DATA PRIVACY
Your Information Stays Under Your Control
WingZen treats your personal data with the same care as a financial institution. Contact details, identity documents, and payment information are compartmentalized and accessed only when strictly necessary. Operators see only what they need — and only after a booking is confirmed.
Contact Info Protected Until Confirmation
Your email, phone, and contact details are never shared with operators until a booking is confirmed. Before that, all communication goes through the WingZen platform.
Temporary Document Access
Any identity documents you upload are accessed only via temporary 1-hour presigned URLs. Links expire automatically and cannot be reused or shared.
Encrypted Cloud Storage
Documents are stored in Cloudflare R2 with server-side encryption. Payments are handled by Stripe in a PCI-DSS compliant environment — your card details are never stored on WingZen servers.
06 — RESOLUTION
Fair Resolution, Built Into the Timeline
WingZen structures its payment and dispute timelines to protect both sides — with a clear window to raise issues and a built-in buffer before funds move.
7-Day Dispute Window
After your flight completes, you have 7 days to raise any issues through your customer dashboard. Operator payouts are held for 10 days post-flight, with a 3-day buffer built in before funds are released — ensuring disputes can be investigated before money moves.
Customer Cancellation Refund Tiers
| Timing | Refund | What Happens |
|---|---|---|
| 48+ hours before departure | 89% refund | You keep most of your money. 11% covers platform processing. |
| 24–48 hours before departure | 50% refund | Partial refund. Operator receives a portion for reserved time. |
| Less than 24 hours before departure | No refund | Full amount retained. Operator committed resources. |
48+ hours before departure
89% refund
You keep most of your money. 11% covers platform processing.
24–48 hours before departure
50% refund
Partial refund. Operator receives a portion for reserved time.
Less than 24 hours before departure
No refund
Full amount retained. Operator committed resources.
If an operator cancels
You receive a 100% full refund — no exceptions. The operator is also charged an 11% commission penalty.
Aviation Standards
Beyond platform protections, all operators must comply with federal aviation regulations and industry safety standards.
Regulatory Compliance
FAA, TSA, and ICAO compliance required for all operators and flights on the platform.
Aircraft Maintenance
Regular inspections, manufacturer service intervals, and current airworthiness certificates required.
Pilot Qualifications
Commercial licenses, current medical certificates, type ratings, and duty-time compliance mandatory.
Pre-Flight Safety
Pre-flight inspections, weather assessment, passenger safety briefings, and emergency equipment checks before every departure.
Questions or Concerns?
Our safety team reviews every report and responds within 24 hours.
Safety Team
safety@wingzen.comGeneral Support
service@wingzen.com