We aim to give you a smooth rental. If something does not go as promised, this policy explains how we put it right fairly. Read it together with the Rental Booking Terms and the Refund & Cancellation Policy.
1. Late delivery or hand-over
Applies if we are late delivering or handing over the car at the agreed time, through our fault.
| Delay | Remedy |
|---|---|
| Up to 2 hours | Free rental extension equal to the delay. |
| More than 2 hours up to 5 hours | Free rental extension equal to the delay, or a refund equal to the hourly rental rate for that period. |
| More than 5 hours | Your choice: one (1) free day's extension, or a refund of one (1) day's rental. |
2. Car breakdown during the rental
If the car breaks down through no fault of the Customer, we will help as quickly as we can. We may offer an equivalent replacement car if available and the Customer agrees. If a replacement cannot be provided, rental is refunded pro-rata for the time the car could not be used. Breakdowns caused by misuse, negligence or breach of the terms are not eligible for compensation.
3. Car not clean at hand-over
If the car is not clean when received and you report it before starting your trip, we will clean it or change the car. If you clean it yourself, we will refund a reasonable cleaning cost with a receipt.
4. Car unavailable after payment
If we cannot provide the car you booked after payment has succeeded, we will offer an alternative car if available. If you do not accept the alternative, or none is available, you will receive a full refund of everything you paid.
5. Unsatisfactory experience
If you have any other problem caused by our service, tell us. We assess each case and give a fair remedy, such as a rental extension or a partial refund.
6. How to make a claim
Contact us on WhatsApp 013-466 6430 as soon as possible, ideally within 24 hours of the incident, with your booking reference number, a short description and photos or evidence if you have them.
7. Paying compensation
Monetary compensation is paid to your original payment method within 14 days after the claim is confirmed. Compensation in the form of a rental extension is agreed with you before the rental period ends.
8. Exclusions and decisions
Compensation does not apply if the delay or problem is caused by the Customer, incorrect information, or circumstances beyond our control such as severe weather, floods, a major road accident or authority orders. Compensation will not exceed the rental amount paid for the booking concerned. The final decision is at our discretion based on the seriousness of the case, and does not affect your legal rights. This policy may be updated from time to time.