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What to do if the car is in poor condition upon pick-up (Guest guide)

Lia avatar
Written by Lia
Updated over 2 weeks ago

If the car you’ve booked isn’t in acceptable condition when you arrive, follow these steps to report and resolve the issue quickly. Your safety and experience matter to us.

Step 1: Check the Car’s Condition

Before you start your trip, inspect the car:

Look for scratches, dents, or other visible damage

Check for cleanliness and note any stains, odours, or wear

Start the engine and test dashboard lights, brakes, indicators, and headlights. Listen for any unusual sounds

If the car seems unsafe or unfit to drive, do not begin your trip.

Step 2: Document Any Issues

If you notice any problems:

Take clear photos of visible damage or an unclean interior

Record a video or audio clip of any unusual sounds or issues

Note any dashboard warning lights or performance concerns

Tip: Always document issues before driving to avoid being held responsible for them.

Step 3: Report to Customer Support

If the car is not in acceptable condition, contact our support team immediately.

How to report:

Contact us at support@drivelah.sg

Include in your report:

Your booking reference number

A brief description of the issue(s)

Any photos, videos, or notes you collected

Step 4: Follow Instructions

After reporting, our support team will guide you through the next steps, such as:

Arranging an alternate vehicle

Approving a repair or trip cancellation

Offering compensation or credits, if applicable


If you don’t hear back promptly, do not start the trip. You may arrange alternative transport and update support once they respond.

Step 5: Update Your Booking

Once the issue is resolved:

Note any agreed compensation or vehicle swaps

Save all communication with support for reference

The absence of photo or video evidence when reporting a vehicle in poor condition may affect the outcome of your refund request. However, this does not automatically make your booking non-refundable.

Drive lah reserves the right to make a final decision based on any available evidence, including photos, videos, and other relevant information, to ensure a fair and balanced outcome.

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