Something has gone wrong with the car. This page is ordered by what to do first, not by how the service is organised — the explanations are further down, and the emergency number is at the top.
Injuries first, vehicles second, paperwork last. Everything on this page can wait; that cannot.
911 is the national emergency line and it is the only number published here. Your assistance contact is the host organisation’s own, issued on the booking with the vehicle details — so it reaches the people who can authorise work on that specific car.
An incident reported through the trip carries its own timestamp, your location, and the photographs, attached to a booking we can already see. An email describing the same thing three hours later carries none of that, and it is the difference between a claim decided on evidence and a claim decided on recollection.
Nine situations, and what each one actually means for your trip and your money.
The vehicle will not start, overheats, or is unsafe to drive on.
Every listed vehicle carries a spare, a jack and a warning triangle — you checked them at pick-up.
A jump start is the fastest fix and rarely needs a tow.
Injuries first, then the police report — an insurance claim will not proceed without one.
Call the assistance line. A locksmith can usually open a car; a lost key is a bigger problem.
Running dry is a delivery call. Putting petrol in a diesel is not — stop, do not start the engine.
Beach access, unpaved mountain roads and flooded streets are where recoveries get expensive.
Report to the PNP immediately, then to us — in that order.
The OR/CR is in the vehicle and your rental agreement is in the app — both are accepted.
Worth being straight about this, because it is not the same as a rental-desk company.
A repair you arrange yourself, without the host agreeing to it first, is a repair you have paid for. It is also a repair the host did not choose, on a vehicle they are responsible for — which is why this is a firm rule rather than a preference. Call first, always.
Contact us and we will reach them. If assistance genuinely does not materialise and the vehicle cannot be made usable, that is a failed rental, not a cancellation you pay for — the booking exits as a no-fault cancellation with a full refund including the booking fee, and the host bears the consequence.
Stated here rather than discovered at 11pm in Dumaguete.
| Where you are | Assistance | What to expect |
|---|---|---|
| Metro Cebu and Mactan | Full | The dense part of the map. Recovery, jump start, tyre and fuel calls are routine |
| Mainland Cebu, north and south | Full, slower | Moalboal, Oslob, Bantayan-side ports — reachable, but a recovery is a drive. Plan for hours, not minutes |
| Bantayan Island | Limited | Within Cebu Province, but the vehicle has left mainland road access. Recovery means a ferry |
| Bohol · Negros | Limited or none | Assume you are arranging local help yourself and being reimbursed afterwards, if at all. Confirm with your host before you sail |
| Off-road, beach and flooded roads | Case by case | Recovery may not be possible at all, and the attempt is chargeable |
Inter-island travel needs the host’s permission per destination and the ferry permit add-on, and it is one of the reasons the deposit sits at the top of the band — ₱5,000 – ₱20,000 for self-drive. Undeclared inter-island travel is a house-rule breach — and if something happens over there, you have breached the agreement and you are somewhere assistance may not come.
The dividing line is cause, not who made the call.
| Cause | Who pays | Settled how |
|---|---|---|
| Mechanical failure, worn part, existing fault | Host | Not a claim. If the trip is cut short, you are refunded for the unused portion |
| Vehicle undispatchable at pick-up | Host | No-fault cancellation, full refund including the booking fee |
| Lights left on, keys lost, fuel run dry, misfuelling | Renter | Deposit claim, with the assistance invoice as evidence |
| Collision — third party at fault | Insurer | Through the police report and the host's policy. Your deposit is not the first line |
| Collision — renter at fault | Renter, up to the deposit | Deposit claim. Anything above the deposit is between you and the host |
| Prohibited use — off-road, flood, undeclared island | Renter | House-rule breach. May void the host's cover, which makes the whole repair yours |
Every listed vehicle carries CTPL, and hosts are encouraged to hold comprehensive cover and display it. Beyond that, what is covered depends on the host’s own policy — and whether standard Philippine private-vehicle policies cover rental use at all is an open question we are resolving with insurers. Until it is settled, do not assume a collision is somebody else’s problem, and read the listing’s insurance badge.
Assistance costs charged to you are settled the same way as any other claim — filed within 48 hours of drop-off, with 48 hours for you to accept or dispute. See deposits & claims.
Where the host has one free, often yes — a fleet operator with five cars can usually swap you into another. A one-vehicle host cannot.
Where a swap is not possible and the vehicle is out of action, the booking ends as a no-fault cancellation and you are refunded for the unused portion including the booking fee. We will look for a comparable vehicle for your remaining dates.
The unused portion, plus the booking fee — a failed rental is not a cancellation you pay for. Your deposit is released in full, because a mechanical failure is not damage.
If a replacement vehicle is provided instead and it is comparable, the booking continues rather than being refunded.
No. Reporting a problem is what we want you to do, and it has no effect on your renter tier, your rating or your deposit. What affects those is an upheld claim — and a claim is about cause, not about who called.
Contact us through the booking and we will reach them. Persistent unavailability during a live trip is a host obligation failure and it is acted on — hosts are required to keep a reachable assistance contact for the duration of every booking.
See to yourself first. The driver handles the report and the vehicle — they are the host’s employee and this is their job. Tell us through the booking so it is recorded and so we can arrange onward transport for you.
Damage on a with-driver booking is not settled from your deposit unless you caused it. That is the main reason the with-driver deposit band is ₱0 – ₱5,000 and frequently zero.
You can pursue it, and we will provide the booking record, the handover evidence and the incident report for any claim you make. It does not change how a deposit claim is settled between you and the host, which runs on the platform’s own clock.
Card rental-cover products frequently exclude the Philippines, exclude peer-to-peer rentals, or both. Check before relying on it.
Tell the host and us immediately. Release requires the registered owner’s involvement, so this cannot be resolved without the host. Impound fees and the release process arising from your driving are your cost, and the booking is likely to end there.