Help center

Frequently asked questions

Everything you need to know before booking, pickup, and return.

Booking and account

Questions about verification and what you need before checkout.

Why do I need to upload my driver's license?

We use license verification to confirm identity, reduce abuse, and keep rentals fair for everyone.

How long does license verification take?

Most uploads are verified in under one minute. If the automatic scan is unsure, your documents go to manual review and we notify you as soon as they are approved.

Can I book without completing my profile?

No. Booking requires a complete profile (name, birth date, address, phone) and an approved license document.

When do I need a Category BE license?

If the combined gross weight of towing vehicle and trailer is over 3,500 kg, you need a Category BE license.

Pickup and return

How the pickup handover and return process work.

How does pickup work without on-site staff?

After payment confirmation, open the pickup checklist in your booking. Follow the location instructions, collect the trailer, and document condition before departure.

Which photos are required at pickup and return?

Each checklist requires five photos: front, back, left, right, and hitch. The same set is required for return.

Why can't I start pickup or return yet?

Pickup opens at your booking start time and only after payment is confirmed. Return becomes available after pickup is completed.

Payments and policies

What you should know about charges, cancellation, and extra fees.

Accepted payment methods

How does payment and card authorization work?

Payments are processed securely by Stripe. Checkout always accepts cards and can also show Apple Pay or Google Pay when your device and browser support them. TWINT is available for returning customers who already have a saved reusable card on file. Your payment details are stored by Stripe only. If legitimate additional amounts become due under the Terms, our team handles them manually outside the in-app checkout flow.

How do discount codes work?

You can use exactly one discount code per booking. Codes can be limited by validity period, first-time customers, specific users, and usage limits. A code is consumed on successful payment and is not restored after refunds.

Can I cancel and get a refund?

Yes. Free cancellation is available up to 48 hours before rental start. Later cancellations or no-shows are charged according to the rental terms. Refunds can take 5-10 business days to appear, depending on your bank.

What happens in case of late return, dirt, or damage?

Late returns can trigger extra fees. Damage or cleaning costs are assessed using your pickup and return photos as evidence.

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