Refund policy

Security Deposit Refund Policy

1. Purpose & Overview

This Security Deposit Refund Policy outlines the terms, conditions, timeline, and deduction criteria governing security deposits collected for vehicle rentals. We maintain a transparent process to ensure that security deposits are handled efficiently, fairly, and returned promptly upon safe and compliant return of the rental vehicle.

2. Security Deposit Collection & Authorization

A security deposit is required for all vehicle rentals prior to or at the time of vehicle handover. The deposit amount varies based on the vehicle category, rental tier (hourly, daily, weekly), and chosen insurance coverage plan. 

3. Standard Inspection & Refund Timeline

The vehicle inspection process determines the speed and accuracy of the deposit release. Inspections are conducted by an authorized staff member upon return.

Inspection Phase Timeline Action & Description

Initial Check-in

At Vehicle Return

Conducted upon return of vehicle. Verifies exterior bodywork, glass, tires, fuel level, and interior cleanliness.

Standard Release

Within 3 to 5 Business Days

Initiated automatically if the vehicle is returned in satisfactory condition with no pending tolls, fines, or damages.

Extended Hold (Claims/Fines)

Up to 30 Days

Applied if pending traffic summons, Electronic Road Pricing (ERP) / toll statements, or minor administrative verifications are outstanding.

4. Conditions for Full Refund

To qualify for a 100% full refund of the security deposit, the renter must fulfill all of the following conditions:

  • Vehicle Condition: Returned free from new scratches, dents, interior tears, mechanical modifications, or structural damage compared to the departure condition report.

  • Fuel Policy: Returned with the exact same fuel level as recorded at the start of the rental period (Full-to-Full policy, unless a pre-paid fuel package was selected).

  • Cleanliness: Interior cabin and boot returned in a clean state, free from excessive dirt, mud, sand, pet hair, smoke odors, or liquid spills.

  • Timeliness: Returned on or before the agreed contractual drop-off time (grace period: 15 minutes).

  • Compliance: No outstanding traffic violations, parking fines, speeding infractions, or electronic toll charges incurred during the rental term.

5. Deductions & Withholding Schedule

In the event of non-compliance, damages, or deficiencies, deductions will be itemized and subtracted from the security deposit before the remaining balance is refunded.

Infraction / Deficiency Category Deductible Fee Structure Remarks

Fuel Deficiency

Local fuel price per liter + $20 SGD refueling service fee

Applied if fuel level is lower than the initial handover mark.

Deep Cleaning / Odor Removal

$150 SGD – $350 SGD

Mandatory charge for smoking in the vehicle, heavy pet hair, or severe stains requiring professional detailing.

Late Return (Unauthorized)

$20 SGD per started hour

Applies after the grace period if extension was not pre-approved by management.

Traffic / Parking Fines

Actual fine amount + $30 SGD administrative processing fee per notice

Deducted as official notices are received by our operations team, even post-rental.

Minor Scratches / Dents

Cost of repair (up to insurance deductible limit)

Assessed via official workshop quotation if bodywork damage exceeds normal wear and tear.

Important Notice Regarding Major Damages

If structural damage, major mechanical failure resulting from negligence, or total loss occurs, the security deposit will be fully retained as part of the insurance deductible or liability settlement. The renter may be held liable for additional costs exceeding the deposit amount as per the signed Rental Agreement.

6. Dispute Resolution & Appeal Process

If a renter disputes a deduction made from their security deposit, the following procedure applies:

  1. Notification: The renter must submit a formal written dispute within 5 business days of receiving the deposit refund statement.

  2. Evidence Review: Management will review time-stamped check-in/check-out photographs, inspection logs, and official receipts.

  3. Resolution Period: A final decision and response will be provided within 7 business days. Approved adjustments will be credited back to the renter's original payment method within 3 business days.

7. Policy Acknowledgment

By proceeding with a vehicle booking and signing the primary Vehicle Rental Agreement, the renter acknowledges that they have read, understood, and agreed to the terms and conditions set forth in this Security Deposit Refund Policy.