What to do if you get a flat tyre, flat battery or damaged car key

 Need help urgently?

If you need help with a flat tyre or battery right now, call Roadside Assistance - here's how.

Flat tyre

If you get a flat tyre during a booking, roadside assistance can come and change the tyre. Once you're back on the road, the flat tyre will need to be repaired or replaced as soon as possible. You're responsible for this, as the flat tyre occurred while you had the car.

Contact the owner directly to let them know what happened and ask how they would like to get the tyre fixed. They may have a preferred brand or supplier they would like you to use, or they might be happy to arrange the repairs themselves and be reimbursed. The owner can arrange for a mobile tyre changer to repair or replace the tyre, however it's usually much cheaper for you to organise it yourself at a tyre shop (make sure you've contacted the owner first).

In these situations, it's quickest and easiest if the owner and borrower come to a resolution directly, but if that proves difficult, we're here to help. If you can't get in touch with the owner or are struggling to resolve the issue with them, let us know.

Flat battery

If you get a flat battery during a booking, roadside assistance can come and help get you going. If the battery was flat when you first picked up the car, let us know so we can follow up with the Owner or previous Borrower and compensate you for the hassle.

If a car's battery goes flat due to your actions (for example leaving a light on or door open), you'll be liable for resolving the issue, even if it occurs after your booking ends. We'll examine the voltage data from the car to determine who was responsible. That data will indicate when the voltage level was healthy, and when it started to drop to unhealthy levels, and therefore who is responsible. We can arrange for you to return to the car to meet roadside assistance and drive the car around to recharge the battery. If you are unable to do this, we'll need to ask the Owner or next Borrower to help and we'll charge you a fee so we can compensate them. 

Damaged car key

If you find a damaged car key at the start of your booking, please call us and the owner to let us know. You'll find these contact details under step 5 of your trip instructions. You might be able to use the owner's other key for your trip, or we can arrange an alternative car for you.

If the car key is damaged during your booking, you'll be responsible for replacing it. Please contact the owner to let them know what's happened and find out how they would like to proceed. You might be able to borrow their spare key for the rest of your trip.

The owner may be happy for you to sort out the payment for the replacement key directly with them. This is fine, provided you both agree and make us aware of your arrangement. Alternatively, the owner might prefer to arrange the replacement key payment through us. In this case, they'll forward the invoice to us and we'll charge you for the cost of the replacement key.

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