How can we help?

You give your flight reference at checkout. The meeting protocol — terminal, arrivals bay, pillar number — is issued 24 hours before pick-up so you are not hunting for your host in the crowd at T2.

The flight reference also protects you: a tracked delay suspends the no-show clock, which then restarts from your actual landing plus a plane-to-kerb allowance of 45 minutes domestic or 90 minutes international, capped at 6 hours.

Message the host through the booking so they know, then travel. If the delay is on the flight record we picked up from your reference, the clock is already suspended — you do not have to argue for it.

A delay never re-prices your booking: any late-night surcharge is calculated from your scheduled pick-up time, not your actual arrival.

Both of you photograph the vehicle from every side, record the fuel level and odometer, note existing damage, and sign. The same happens on return, and the two records are compared if a claim is ever filed.

The checklist works fully offline — basement car parks and pier terminals do not have signal — and syncs when you are back online.

• Photograph anything you would not want to be blamed for, including the roof, the wheels and the interior.
• Do not sign until the record matches what you can see.
• This is your evidence as much as the host’s.

Only the verified person on the booking. For self-drive that is you; for bring-your-own-driver it is the nominee whose licence we verified; for with-driver it is the host’s employed driver.

If verification of a nominated driver has not cleared by pick-up, the handover does not proceed. That is our failure, and it results in a full refund with no penalty to anyone.

Message the host. A host who knows you are coming will usually wait. If you cannot be reached two hours past the pick-up window, the booking can be marked a no-show: no refund of the rental, though your deposit is still released in full.

A late or cancelled flight is never treated as a no-show — see cancellation policies.

Only if they are recorded on the booking and verified. An unrecorded driver at the handover means the host should not release the vehicle, and if they do, cover and liability get complicated for everyone. Nominate the person in advance instead — at least 12 hours before pick-up.

It is set per listing, typically ₱5,000 – ₱20,000 for self-drive by vehicle value, and ₱0 – ₱5,000 for with-driver, often waived entirely. It is placed 48 hours before pick-up, not when you book — card authorisations lapse in about a week and bookings are often made months ahead.

You can pay the rental by e-wallet and post the deposit as a card pre-authorisation, where no money actually moves. Returning renters post less: 30% lower after two completed bookings with no upheld claims, and 50% lower at five. Full detail on deposits & claims.

Two dates matter, and we show you both.

• Released — 48 hours after drop-off if no claim is filed. This is our decision that the money is yours, and it is the part we control.
• Back in your account — a card hold voids within 24 hours of release; an e-wallet refund takes up to five business days from release.

So an uncontested deposit on GCash is released at T+48h and can land up to five business days after that. Business days means Monday to Friday in Manila time, excluding Philippine regular and special non-working holidays.

The owner has 48 hours from drop-off to file one. You then have 48 hours to accept it or dispute it — and no response counts as acceptance, so do respond.

• Accepted — the deduction is applied and the remainder is released.
• Disputed — we mediate on the handover evidence, targeting five business days.

This is exactly what the handover photographs are for. A claim that the checklist does not support does not survive mediation.

A claim is satisfied from the held deposit. Anything beyond it becomes a matter between you and the host, escalated through us — we do not take more than the deposit from you automatically, and we do not claw money back from a host who has already been paid.

Check the release date first — if the money was released yesterday, the provider clock has barely started. If it is past the window, contact us with the booking reference.

If a refund fails at the provider (a closed wallet, an expired card), the obligation stands: it is raised internally and re-issued. Nothing is written off because a transfer bounced.

No. Reviews and settlement run on completely separate clocks. Reviews are double-blind and publish when both sides have submitted, or after 14 days — whether or not a deposit claim is still open.

Because a stranger is handing you the keys to a ₱1,500,000 vehicle, and you are getting into a car with a stranger. Both sides are verified before either can transact: government ID, a liveness selfie matched against it, and the licence itself for self-drive.

ID documents and biometric data are sensitive personal information under RA 10173. We process them with your explicit consent, for identity and fraud checking only — never for advertising, never sold. See the privacy notice.

An expired document is recoverable — upload a current one and your status is restored automatically. A rejection tells you why, and you can resubmit.

A suspension is different: only an administrator can impose or lift one, and it never happens automatically. A fraud signal on its own blocks nothing; it is an observation, and a person decides.

Yes, and you will find out at booking rather than at the kerb. Eligibility is checked against your drop-off date, not the pick-up date, so a licence that expires on day three of a five-day rental means the booking cannot be made at all. The same rule covers the 90-day foreign-licence window and the vehicle’s own registration and insurance.

Only completed bookings produce reviews. They are double-blind: neither side sees the other’s until both have submitted, or 14 days pass. Either party can reply once.

We remove a review only on stated grounds — personal data, abuse, extortion, or a factual claim the dispute record contradicts — and every removal is logged with a reason. See trust & safety.

Sometimes — and if there is, it must be declared prominently on the listing before you book. That is a condition of listing, not a courtesy. An undisclosed tracker gets the listing removed and exposes the host under RA 10173.

Found one that was not disclosed? Report it — see GPS trackers.

Account → Privacy → Manage my data, or email the Data Protection Officer. We respond within 15 days.

Closing an account deactivates it. Bookings, payments, payouts and dispute decisions survive, because tax law and the audit trail require them and because they are the evidence protecting the other party to your bookings. Everything with no independent meaning goes. Full detail in how long we keep it.