We’re sorry to hear you’ve been involved in an accident while using our service. Your safety is our top priority, and we’re here to support you throughout the process. Please follow the steps below to report the incident properly.
Step 1: Ensure Your Immediate Safety
If you are involved in an accident, your first action should be to ensure your safety and that of anyone else involved. If required, please contact the police or emergency services immediately.
Step 2: Report the Incident Through the App
Once it is safe to do so, please report the accident directly through our app. This will alert our Customer Support Team who will guide you through the process of completing an accident report. You will be asked a series of questions about the incident to help us understand what happened and what support may be needed.
Step 3: Understand the Refund Policy
At this stage, only out-of-bay fees can be refunded. If a fault with the vehicle is suspected and you are requesting a full refund, please be aware that we must first recover the vehicle for inspection.
Step 4: Vehicle Inspection
Our mechanics will carry out a full check of the vehicle to verify any faults that may have contributed to the accident. This is a necessary step before we can process any full refund requests.
Step 5: Await Confirmation
Due to the nature of our service and the time required to collect and inspect the vehicle, it may take up to one week for us to confirm whether a refund is applicable. We appreciate your patience and understanding during this process.
If you have any questions or concerns in the meantime, our Customer Support Team is available to assist you. Stay safe, and thank you for helping us maintain a reliable and secure service.