Managing car malfunctions during a Trip

If your Guest informed you that the car malfunctioned or broke down during a Trip

Ask the Guest:

1. If they’re injured or in danger

2. If the car is safe to drive

3. For photos and videos

4. If a third party is involved

Next, contact the Customer Support team via live chat.

Once you have contacted Customer Support, an agent will review the situation and guide you (the Host) through the next steps.

How we will assist the Guest

In most cases, we will assist the Guest to find a replacement car.

If we can’t find a nearby car that matches their needs, we’ll issue them a refund.

Once they contact customer support, an agent will review the situation and guide them through the next steps. Those typically include canceling the trip and helping them find another car. If we can’t find a nearby car that matches their needs, we’ll issue them a refund. This means that you will not get paid for the booking.

We will review the reports on a case-on-case basis and are subject to approval.

Important

Do not ask your Guest to complete the trip on the app. Instead, ask them to take clear photos of the car’s condition, upload them through the 'Report an Issue' function, and contact customer support.

Refer to our Reporting Booking Issues guide for more information.

If the car was provided in an unsafe or unsatisfactory condition

As a Host, you are responsible for ensuring that your vehicle is legal and safe to drive. Your vehicle will be at risk to be delisted if does not comply with our requirements. Refer to our Terms of Service for more information.

The Guest has the right to cancel and request for a refund if the car doesn’t meet legal requirements or is unsafe to drive.

For example, has an outdated or missing road tax, missing license plate, broken headlights, bald tires, or broken mirrors. Cleanliness issues could also be one of the reasons as well.

If you’re unable to provide an alternative, do not ask the Guest to start the trip on the app, instead, ask them to contact customer support for assistance.

Once they contact customer support, an agent will review the situation and guide them through the next steps. Those typically include canceling the trip and helping them find another car. If we can’t find a nearby car that matches their needs, we’ll issue them a refund. This means that you will not get paid for the booking.

We will review the reports on a case-on-case basis and they are subject to approval.