Mechanical Issues

Owner responsibilities

• The owner is responsible for resolving vehicle issues.
• Options the owner may offer:
  • Car swap into a comparable vehicle
  • An approved refund if a swap is not possible

• Any rental adjustment must be authorized by the owner by calling TripCity and emailing support@tripcity.com.

Timing rules

• Reports must be submitted within 24 hours of check in while the booking is active.
• Reports made after the rental ends, after a late return, or after a repossession are not valid.
• Written evidence is required. Verbal claims by phone are not accepted.

Submitting

• Report mechanical problems during the rental period.
• Email support@tripcity.com with timestamped evidence.
• Include:
  
  • Photos
  • Videos
  • Repair receipts
  • Trip Number
  • Odometer reading and any warning lights
  • Location and time the issue started

Safety first

• If the car is unsafe, stop driving when it is safe to do so.
• Do not continue operating a vehicle with critical warnings.
• TripCity does not provide roadside assistance. Towing or recovery is coordinated by the owner.
• Do not approve repairs on your own unless the owner directs you to do so in writing.

Documentation that helps

• Clear photos of the issue and dashboard alerts
• Short video capturing sounds, leaks, or warning messages
• Receipts for any owner-approved expenses
• Messages exchanged with the owner in TripCity chat
  
  

What not to do

• Do not admit fault or guess at the cause.
• Do not perform unauthorized repairs.
• Do not wait until after the rental has been completed to report issues.
  
  

If use cannot continue

• Message the owner in TripCity chat and state your location.
• Follow the owner’s directions for towing, swap, or return.
• Keep all receipts for approved costs and send them with your report.