We ask both renters and owners to endeavour to stick to the confirmed booking pick up and drop off times.
If a renter realises they will be late for pick up or drop off, they should message you through the Message Inbox or via phone call/SMS.
More than 15 minutes late for pick up
If a renter is not at the pick up location at the pick up time, and you haven't received contact from them saying they will be late, please message them through the Message Inbox or via phone call/SMS to find out their estimated arrival time.
If a renter is more than 15 minutes late for pick up and hasn't made contact, you can assume the booking is cancelled.
In this case, please contact us to let us know.
More than 15 minutes late for drop off
If a renter is not at the drop off location at the drop off time, and you haven't received contact from them saying they will be late, please message them through the Message Inbox or via phone call/SMS to find out their estimated arrival time.
If a renter contacts you to say they are running late for drop off and that they will be returning the vehicle more than 15 minutes after the booking end time, please tell them to officially extend their booking. Instructions can be found on our 'Can I change my booking during the trip?' FAQ.
If the renter is more than 15 minutes late for drop off and hasn't made contact or officially extended their booking, please contact us to let us know.