Vehicle Issues During a Rental
What to do if a vehicle is unsafe, not working properly, or undrivable.
Driver Responsibility Before Check-In
You are responsible for inspecting the vehicle before check-in.
- Review condition, cleanliness, and readiness.
- Check fuel or battery level, warning lights, and visible damage.
If you notice an issue before check-in:
- Cancel the booking, or
- Work directly with the owner on a solution such as a car swap.
Once you check in, all vehicle issues must be handled with the owner.
Communicate With the Owner
If any issue occurs during an active rental, contact the owner immediately.
Report issues such as:
- Unsafe condition
- Mechanical problems
- Vehicle not drivable
You must:
- Provide timestamped photos or videos.
- Keep records of all communication.
- Use TripCity chat or dashboard messaging.
Owner Responsibilities
Owners are responsible for resolving all vehicle-related issues.
Owners may offer:
- A car swap into a comparable vehicle.
- An approved refund if a swap is not possible.
- A Courtesy Extension
Any rental adjustment requires owner authorization by:
- Calling TripCity
- Emailing support@tripcity.com.
Owners must also:
- Maintain vehicles in safe, roadworthy condition.
- Ensure listings meet platform standards.
- Handle towing, recovery, and repairs.
Timing Rules for Reporting
TripCity will ONLY evaluate issues if:
- Reported within 24 hours of check-in.
- The booking is still active.
- Timestamped photos and written evidence is provided.
Not accepted:
- Reports after rental end.
- Reports after late return or repossession.
- Verbal claims by phone.
Roadside Assistance
- TripCity does not provide roadside assistance.
- TripCity does not cover towing or impound costs.
If towing or impound occurs, the owner manages recovery and vehicle readiness.
Rideshare and Documentation Delays
Rideshare approval delays or documentation issues are handled directly with the owner.