Here’s what to do if your journey goes not-so-smoothly.
Returning the car late.
You as a Borrower will be charged a late return fee for every hour that the car is late – as per the terms & conditions.
I have had a breakdown or a malfunction.
Your car sharing booking is covered by roadside assistance to get you back on the road.
Contact roadside assistance either by pressing the ‘Assistance’ button in the car or by contacting the Lynk & Co engagement center who will forward your call to the roadside assistance provider.
I had had an accident.
If you have had a serious accident during a car sharing booking:
1.If you have been involved in a serious accident it is likely E-call (emergency call) will be triggered automatically putting you in touch with emergency services and sending the car’s location and crash information to emergency services.
2.If the accident is serious and the E-call button has not been triggered, you can trigger the E-call button yourself or else contract emergency services.
3.Triggering the E-call will also inform Lynk & Co that you have been involved in an accident and open a new help & support case. Lynk & Co will inform the Lender on your behalf and coordinate vehicle recovery, repair and insurance claims.
4.If you do not trigger the E-call button in the car please inform Lynk & Co of the accident when it is safe to do so.
Guide to handling additional tolls & fees.
The Borrower is responsible for paying any additional tolls & fees that you incur when driving the car. E.g. if your city has a congestion charge or toll roads you must pay these yourself. The Borrower is responsible for any penalty notices received during the rental.The Borrower is also responsible for any parking tickets up to 24hrs after ending the booking – The Borrower must always make sure the car is legally parked for at least 24hrs at the end of a booking.
Additional fees for a penalty charge
If the Lender submits evidence of a toll, ticket or additional charge that occurred during your booking the engagement center will forward this cost to you which you must pay in addition to a processing fee. Failure to pay may result in a ban from the platform.
Passing along a penalty
If the Lender receives a ticket (e.g. a speeding ticket that may have legal implications such as points on your license) they can forward this to you directly using the details from the peer to peer contract which can be found on your final receipt.
How can I request compensation for a cancellation?
If you think that you are owed compensation from the lender/borrower for a late cancellation or a no-show please contact Lynk & Co’s help & support center.
I have damaged the car.
You must Immediately report any new damage as soon as it is safe to do so. You must not wait until the end of the booking to report any new damage. Via the mobile app help & support center. Click “Report car issue”. Select which car (if you have multiple). Select “the car is damaged” and follow the instructions in the app.
This will create a new help & support case to track any subsequent insurance claims, compensation & repair. If the car is still safe to drive finish your booking as normal. If the car is not safe to drive contact roadside assistance either via phone or by pressing the assistance button in the car for more help and to start the vehicle recovery & repair process.
How to report new damage?
Via the mobile app help & support center. Click “Report car issue”. Select which car (if you have multiple). Select “the car is damaged” and follow the instructions in the app.
This will create a new help & support case to track any subsequent insurance claims, compensation & repair.
How do I resolve a dispute with the Lender?
If you have an issue with the Lender that is not covered in the existing terms & conditions please get in touch with our engagement center and let us know the situation + any proof you have that supports your side of the dispute.
In some cases you may have to settle a dispute with the Lender directly. Lynk & Co can support your case by providing you with information related to your booking.
Tracking an open help & support case.
You can track it via the web or app.
Guide to penalty notices.
The Borrower is responsible for any penalty notices received during the rental, however you the Lender may still receive a ticket days or weeks after a booking has ended. This is because tickets are usually sent to the address you have associated with your drivers license.
The Borrower is also responsible for any parking tickets up to 24hrs after ending the booking – The Borrower must always make sure the car is legally parked for at least 24hrs at the end of a booking.
Compensation for a penalty charge
If no crime has been committed (e.g. a parking fine not a speeding ticket) Lynk & Co recommend that you pay for the ticket as soon as possible, often this will be at a reduced rate. Once you have paid for the ticket submit your ticket + receipt to the engagement center who will forward this cost to the Borrower to compensate you for the cost of a ticket + something extra for the inconvenience.
Challenging a penalty
If you intend to challenge a penalty (e.g. a speeding ticket that may have legal implications such as points on your license) do not pay the fine/fee. This can be seen as an admission of guilt. Usually all you need to challenge a penalty fee is the name & address of the Borrower. This can be found on your final receipt.
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