What happens if the car is damaged while you are renting it?

Our renters often drive very cautiously, thus few accidents occur. Damage to the car is therefore uncommon rather than the rule. However, it is crucial to know how we would handle the damage if it does happen.

To make it clear how we will bill you for any damage the car sustains while you are renting it, OnGoEazy has put in place a clear damage management policy. Our Terms and Conditions provide all the information you need.

Further information regarding our policies is provided here for clients who rent light commercial cars.

You may not be fully liable

You might not be held responsible for the damage or you might only be partially liable, depending on the kind of insurance you purchased for the rental. You can refer to the Terms and Conditions for the provisions regarding Insurance and protections.

Types of damage

Damage charges will change based on the kind of damage:

• “Light Damage" refers to any minor harm done to the vehicle, as well as any loss, theft, or damage to any accessories, documents, or keys that are included in our Light Damage Charges Schedule. Little chips, dents, or scratches on any area of the vehicle—including some windscreen repairs—are examples of little damage to the vehicle. Please click this link to view or download the Light Damage Charges Schedule.
• "Tyre Replacement" refers to any damage to the tyre that necessitates replacing the vehicle's tyre with a new one.
• “Total Loss": refers to a circumstance in which our engineer determines that the damage to the vehicle is too severe to be repaired, or in which it would be economically or practically impractical to do so.
• "Serious Damage" refers to any damage to the vehicle that is not considered light damage, tyre replacement, or total loss.

DAMAGES IDENTIFIED WITH YOU AT VEHICLE RETURN:

If you return the vehicle to us, we inspect it in front of you, and:

• When light damage is found, we will send you an invoice with all relevant costs if you sign the statement of return for the vehicle, acknowledging and agreeing to the damage. One of those fees will be a Light Damage Administration Fee.
• If you sign the statement of return acknowledging and agreeing to this amount of damage, or if we determine that the vehicle may be a total loss and there is serious damage, we will have the damage assessed and provide you with the following documents:
  • the vehicle's return statement detailing any damage found
  • images of the damage
  • an invoice outlining all relevant fees, such as the Serious Damage Administration Charge or the Tyre or Windscreen Damage Administration Charge, depending on the situation; (i) an engineer's fee for evaluating the damage, excluding tyre and windscreen damage; and (ii) a fee for our loss of use of the vehicle as a result of its immobilisation.
• The Tariff Guide lists the costs for the Engineer's Charge, the Light Damage Administration Charge, and the Serious Damage, Tyre, and Windscreen Damage Administration Charges.
• We shall follow the method outlined listed in the terms and conditions if you dispute the damage and choose not to sign the vehicle's statement of return. You will then need to follow the steps outlined in the following section:

DAMAGES IDENTIFIED AFTER YOU HAVE FINISHED THE RENTAL AND DEPARTED

• Following your completion of the rental and departure, we will inspect the vehicle and send you the following documents if we find any damage:
  • A statement detailing all damage found on the vehicle upon return
  • Images of the damage
  • In the event of serious damage or total loss, the invoice will also include the following charges: (i) an engineer's charge for the engineer's assessment of the damage (unless it is for tyre or windscreen damage); and (ii) a charge for our loss of use of the vehicle due to its immobilisation. The administration charge will always be included, either the Light Damage Administration Charge or the Serious, Tyre or Windscreen Damage Administration Charges for Serious Damage, whichever applies.

CLAIMS

• Within 14 days of receiving the documents, you should email or write to us with any questions you may have about the damage found or the associated costs. If we don't hear from you after these 14 days, we may send you an invoice for the relevant fees.
• If you would like to inquire about your damage invoice, you can submit a claim to our Customer Services department by phone at 0204-529-2299 (which will be charged at the standard landline rate, or something similar; the exact amount may differ for other networks depending on your service provider) or by email at support@OnGoEazy.com.