We encourage Drivers and Owners to get in touch with each other directly to ensure a smooth rental process, especially at the beginning or end of a booking. You can do this through the "Messages" tab on the web or via our app.
However, in the absence of communication from the late party and/or consent, the waiting member is entitled to enforce the points of this lateness policy.
Late To Pick Up A Car:
The driver should arrive on time at the start of the booking to exchange the key with the owner. If running late, communication must be made with the owner. If the driver is running more than 30 minutes late and no communication has been made for their lateness, the owner can cancel the booking and the driver will not be entitled to a refund.
If the driver has been in contact to say that they will be more than 30 minutes late to collect the car, the owner can decide to wait to do the key exchange. However, if the owner is unable to do so and the booking is cancelled, the driver will receive a 50% refund and the owner will be entitled to 50% of the rental fee (minus our commission).
If the owner is late to the pick up and does not make contact with the driver of when they will arrive, the driver can cancel the booking and will be entitled to a full refund. If the owner and driver decide to change the pick up time it may be possible to extend any lost time on the booking, and if agreed between the owner and driver this can be done free of charge.
Late To Bring The Car Back:
If you're running slightly late to return the car, you need to inform the owner as soon as possible which you can do so via Messages on your account.
If you are running more than 30 minutes late to return the car, you will need to inform the owner as soon as possible and extend your booking via the app.
You will be charged for the extra time you have the car (rental fee + insurance + booking fee) and then late fees may apply.
- £10 per hour late-return (capped at £80 per day)
You will also be required to pay for any fuel or mileage that is exceeded during the hire period.
If you have not requested an extension before the booking time expires you will not be insured by hiyacar and as the driver you will be liable for any damage caused to or involving the car (i.e. damage involving third parties, property etc.).
For further information please see our full terms and conditions.