Vehicle Issues During a Rental

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 the rental is activea , 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

• The owner is responsible for resolving all vehicle issues.
• Options the owner may offer:
  • Car swap into a comparable vehicle.
    
  • Approved refund if a swap or extension is not possible.
  • A Courtesy Extension.

• Any rental adjustment must be authorized by the owner by calling TripCity and emailing support@tripcity.com.
• TripCity does not mediate on which option they will provide for you.

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 (original rental).
• The booking is still active.
• Timestamped photos and written evidence is provided.
  • Must Include:
    
    • Photos
    • Videos
    • Trip Number
    • Odometer reading and any warning lights
    • Location and time the issue started

Not accepted:

• Reports after the rental has ended.
• Reports during a late return or repossession scenario.
• Verbal claims by phone or chat messages.

Roadside Assistance

• TripCity does not provide roadside assistance.
• TripCity does not cover towing or impound costs.

If the vehicle requires towing or an impound occurs, the owner is responsible for recovery and vehicle readiness.

Rideshare and Documentation Delays

Documentation issues are handled directly with the owner.