Vehicle Issues

Communicate with the Owner

If a renter experiences any issue during a rental, they must contact the owner immediately.

• Report if the vehicle is unsafe, not working properly, or undrivable.
• Document the issue with photos or videos.
• Keep a record of all communication for both parties’ protection.
• All communication should occur within the TripCity platform (chat or dashboard).
  
  

Owner Responsibilities

Owners are responsible for resolving all vehicle-related issues during a rental.
Owners may offer one of the following solutions:

• Car swap into a comparable vehicle.
• Courtesy extension on your active rental.
• Approved refund if a swap or extension is not possible.

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

Owners must also:

• Maintain vehicles in safe, roadworthy, and properly serviced condition.
• Ensure the vehicle meets TripCity listing standards at all times.
• Manage all towing, recovery, and repair arrangements when necessary.
  
  

Timing Rules for Reporting

• Issues must be reported within 24 hours of check-in while the booking is still active.
• Reports made after the rental ends, after a late return, or after a repossession are not valid.
• Written evidence (photos, videos, or receipts) is required.
• Verbal claims by phone are not accepted.
  
  

TripCity and Roadside Assistance

• TripCity does not provide roadside assistance or cover towing costs.
• If the vehicle becomes impounded, towed, or requires roadside recovery, it is the owner’s responsibility to manage.
• The owner must ensure the vehicle remains safe and operational before approving any future rentals.