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.