Vehicle pickup and return policy

At Rentalo, we make sure the vehicle pickup and return process is clear, safe and transparent for owners and drivers. To that end, documenting the vehicle's condition with photos before and after the trip is mandatory.

Vehicle pickup procedure

Before starting the trip, the driver must:

• Show the owner a valid driver's license.
• Inspect the vehicle visually to become familiar with its condition and operation.
• Take detailed photos, including:
  • Dashboard (current mileage and fuel level).
  • Full exterior (front, rear, sides, roof, rims, windshield).
  • Full interior (center console, seats, floor mats, trunk).
• Upload the photos immediately using the “Add Photos” feature in the “Trip Start” section of the Rentalo app.
• Confirm the pickup on the platform through the app.

Vehicle return procedure

At the end of the trip, the driver or owner must:

• Take new photos of:
  • Dashboard (final mileage and fuel level).
  • Exterior and interior of the vehicle, from the same angles as the pickup photos.
• Upload the photos immediately using the “Add Photos” feature in the “Trip Return” section of the Rentalo app.
• Confirm the return in the app.

Responsibility for uploading photos

Both the owner and the driver are responsible for checking that the photos are uploaded correctly and in real time during pickup or return, before they part ways.

• Uploading photos late (after the handover or return) is not acceptable.
• If the photos are not uploaded at the right moment, the affected party will lose the right to file claims about damage, cleaning, fuel or any other matter.
• Rentalo reserves the right to invalidate any claim if the evidence was not recorded and uploaded correctly at the right time.

Important: having the photos on your own device is not enough. Only photos recorded on the platform will be considered valid official evidence in any dispute or refund request.

Why use the app's “Add Photos” feature?

• Security: the date, time and location of each photo are recorded automatically.
• Transparency: both parties and the Rentalo support team can see them if there is a dispute.
• Protection and insurance: the photos are an essential requirement to validate any claim under the SURA insurance policy if there is an incident. Without clear photographic documentation uploaded within the set times, the insurance claim may be invalid and not go ahead.

Minor charges backed by evidence

Uploading photos before and after the trip is also required so Rentalo can properly assess:

• Claims that the vehicle was returned dirty.
• Claims about differences in fuel level.
• Reports of minor damage or special conditions.

Important: if photos are not uploaded within the times given, the affected party may lose their right to make a claim.