What to do if a Borrower is late returning your car

Short answer:

In most cases, a late return is the result of an honest mistake, like mixing up the booking times. Don’t panic - if your car isn’t returned on time, we’ll get in touch with the borrower to remind them to bring it back and you’ll be paid for the extra time and distance. If the borrower wants to extend their booking, tell them they need to do it through our booking system. If you give them permission to keep the car without extending their booking, it may not be covered by the Owner Guarantee.

If a borrower is late returning your car, our system will flag the booking for our team to monitor. We’ll get in touch with the borrower to check what’s happened and let them know they need to extend the booking or return the car. They’ll be charged and you’ll be paid for the extra time and distance. We’ll keep you updated as we contact the borrower, but if you’re worried you can always get in touch with us.

If you or another borrower has a booking coming up soon, contact us so we can arrange alternative transport for you or the next borrower.

Please don't try to pick up the car yourself. We can track your car's location using the GPS, and we have plenty of tools at our disposal to ensure your car is returned and in good condition. If necessary, we'll charge the borrower a fee and compensate you or the next borrower for the inconvenience.

The borrower is liable for anything that happens to the car as long as they are in possession of it, and will be charged for the trip up until the time your car is returned.

If you get in contact with the borrower and they tell you they would like to extend the booking, let them know they need to arrange that with us. You'll be protected by our Owner Guarantee even though the Borrower’s booking time has ended and they are using the car without your consent. However, if you agree with the borrower that they can continue to use your car outside a booking, your car may be covered by the Owner Guarantee.

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