Terms & Conditions

  1. Hirer/ Driver Requirements


    1. The hirer and additional driver(s) (if any) is required to meet the following requirements:

      1. Driving Experience - Minimum 24 months (or 12 months with PDVL)

      2. Minimum Age - 23 Years Old

      3. Maximum Age - 65 Years Old

      4. Singaporean / Foreigner (residing in Singapore for more than 12 months)

        • Valid Class 3/3A Singapore issued driving license

      5. Foreigner residing in Singapore for less than 12 months

        • Valid foreign issued driving license

        • Valid corresponding International Driving Permit

    2. The hirer and additional driver(s) are required to produce the following documentation upon collection of vehicle:

      1. Singaporean Resident

        • Valid Class 3/3A Singapore issued driving license

        • NRIC / FIN - front and back

      2. Foreigner residing in Singapore for less than 12 months

        • Valid foreign issued driving license

        • Valid International Driving Permit

        • Passport

    3. Lylo reserves the right to decline a hirer if they are deemed as a potential hazard to themselves and other road users.

    4. You can register up to 2 additional drivers at the time of contract signing at a cost equivalent to the prevailing Collision Damage Waiver daily rate per additional driver.

    5. Hirers are not allowed to authorise any unregistered personnel to drive the rented car.

    6. All rental terms and conditions applicable to the primary car hirer will also apply to the additional drivers registered.


  2. Booking of Vehicle


    1. All bookings have to be made 2 hours before on the day of the rental stal date.

    2. Hirers can book a vehicle up to 90 days in advance.

    3. Hirers are required to place an advanced payment equivalent to 50% or 100% of rental fees to confirm your reservation.

    4. The submission of a booking request does not guarantee a confirmed booking.

    5. Bookings will only be considered confirmed once a confirmation email is received or a LyloDrive consultant contacts the customer to confirm the booking details.

    6. Lylo reserves the right to assign any vehicle of similar make and model to the best of our ability should the vehicle become unavailable for whatsoever reason prior to the commencement of the booking.


  3. Minimum Rental Duration & Rates


    1. Rental rates are charged on a 24-hour rental day basis, starting from the rental start date and time.

    2. The minimum rental duration is 1 day.


  4. Car Collection / Return


    1. Rental vehicles are to be collected and returned at LyloHaus located at 300 Sin Ming Road, Singapore 575626.

    2. The earliest car collection time is 10.00am (Weekdays)/ 10.00am (Saturdays/Sundays/Public Holidays).

    3. The latest car return time is at 7.00pm (Weekdays)/ 2.00pm (Saturdays/Sundays/Public Holidays).

    4. The return time of the car is the same as the collection time of the car

    5. If a customer chooses to return the rental car before the agreed-upon rental period ends, no rebate or refund will be provided for the unused duration of the rental period.


  5. Car Delivery/ Collection (Rental Concierge)


    1. For island-wide chauffeured customer pick-up to LyloHaus for collection and/or from LyloHaus drop-off services, rates are equivalent to the prevailing surcharge:

      • Driver pick-up to LyloHaus for collection OR driver drop-off from LyloHaus after return (one-way).

      • Driver pick-up to LyloHaus for collection AND driver drop-oPfrom LyloHaus after return (two-way).

    2. For island-wide vehicle delivery / pick-up services, rates are equivalent to the prevailing surcharge:

      • Delivery OR Collection only

      • Delivery AND Collection

    3. Fulfilment of rental concierge bookings are only guaranteed if bookings are a minimum of 24 hours prior.

    4. Any non-fulfilment of said services will be refunded to the client.

    5. The car concierge collection time (rental concierge) is the same as the collection time of the car.

    6. If a customer chooses to cancel his rental concierge requirement, no rebate or refund will be provided for the unused service.

    7. Concierge Services (one way or return trip) 

    8. Doorstep Vehicle Delivery Services (one way or return trip) 


  6. Late Return Policy


    1. A 1-hour grace period to return the car is allowed before late return surcharge applies (equivalent to 1-day rental fee).

    2. Rental extensions are to be informed 6 hours prior to return timing and are subject to confirmation by Lylo and availability of vehicle.

    3. For avoidance of doubts, Lylo does not accept any returns outside of our operational hours. The operational hours of LyloHaus are:

      • Monday to Friday - From 9am to 7pm

      • Saturday/Sunday/Public Holiday - From 10am to 2pm


  7. Fuel Return Policy


    1. Upon returning the rented vehicle, the customer is required to ensure that the fuel level matches the level at the time of collection.

    2. The fuel level will be measured to the nearest 1/8 of the Fuel Gauge. In the event of a difference in fuel levels between the collection and return of the vehicle, a Fuel Service Fee of $25.00 (before GST) per 1/8 tank difference will be charged.

    3. It is the customer's responsibility to return the vehicle with the same fuel level as at the beginning of the rental period to avoid any additional charges


  8. Security Deposit


  1. A security deposit of $1,000 to $2,000 (depending on the hired car make and model) is mandatory for all short-term car rentals.

  2. The security deposit will be made, in the form of a credit card authorisation form (preferred), Bank Transfer (Paynow Only) or cash at the time of car collection, along with the full payment of outstanding rental fees. For the avoidance of doubt, debit cards cannot be used for the credit card authorisation.

    The security deposit, if made via the credit card authorisation form, will be held for 30 days upon after car return and discarded after the holding period if there are no outstanding payments due.

    The security deposit, if made in cash, will be refunded to the hirer immediately upon car return if there are no outstanding payments due.

    The security deposit, if made by Bank Transfer (Paynow Only), will be refunded to the Hirer’s original bank used for the Paynow transfer less administrative charges (Card administrative charges may differ based on bank provider) within 1-3 business days after the car return if there are no outstanding payments due.

  3. The security deposit, if made in cash, will be refunded to the hirer immediately (for local Singapore residents) or 30 days (for short term visitors and tourists) after the car return, if there are no outstanding payments due.

  4. The security deposit, if made via the credit card authorisation form, will also be released 30 days after the car return if there are no outstanding payments due. For any refunds of security deposits paid through either Paynow/Cards, there will be a bank/admin charge imposed.

  5. Any outstanding payments resulting from traffic violations, rental time extensions, discrepancies in fuel level, or vehicle damages will be deducted from the security deposit before the refund is issued.

  6. If the security deposit is insufficient to cover the outstanding payments or damages, the customer will be fully liable for the remaining balance.

  7. The company will not be liable for any delays or issues arising from the refund process that are beyond its control, such as delays caused by financial institutions or technical difficulties.

  8. In case of disputes related to security deposit deductions or refund, customers may contact our customer support for assistance. The company will review the case and provide a resolution based on the available evidence and terms outlined in these Terms & Conditions.


  9. Cancellation / Refund Policy (Prior to booking)


    1. If amendments / cancellation notice period is more than 72 hours before the rental start date and time, there will be no penalties or charges applied for amendments or cancellations made within this notice period. You are entitled to a 100% refund of your deposit should you choose to cancel.

    2. If amendments / cancellation notice period is more than 24 hours, less than 72 hours before the rental start date and time. A penalty fee will be charged of 50% of the total amount paid. The remaining 50% of the total amount paid will be refunded to you (If applicable).

    3. If amendments / cancellation notice period is less than 24 hours before the rental start date and time, your advanced payment will be forfeited, and you will not be eligible for any refunds.


  10. Driving Outside of Singapore


    1. Hirers are allowed to drive the car up to the borders of West Malaysia by paying a daily surcharge of $25 (subject to GST).

    2. For the avoidance of doubt, West Malaysia constitutes the following states: Johor, Malacca, Negeri Sembilan, Selangor, Perak, Penang, Kedah, Perlis.

    3. Driving the car beyond the borders of West Malaysia and into Thailand is strictly prohibited.


  11. Getting into an Accident


    1. The hirer shall inform the company immediately upon the occurrence of an accident and report to the authorized accident reporting centre within 24 hours.

    2. For roadside assistance, hirers can contact:

      • 24/7 Accident & Emergency Hotline at +65 8778 1765 and/or;

      • Vehicle Breakdown Hotline at +65 8828 9159

    3. Hirers are advised not to use WhatsApp calls for contacting our roadside assistance team. In the event that hirers in Malaysia are unable to make an international phone call, they may request someone in Singapore to make the call on their behalf to our hotlines. Our roadside assistance team will get in touch soonest.

    4. The hirer shall immediately prepay the company the full amount of the insurance excess as set out in the table below within 6 hours upon the occurrence of an accident. Note that the insurance excess charges are subject to GST.


      INSURANCE EXCESS PER ACCIDENT
      Accident Location With CDW With CDW+
      Singapore Own Damage SGD $1,000 SGD $500
      Third Party Damage SGD $1,000 SGD $500
      West Malaysia Own Damage SGD $2,000 SGD $1,000
      Third Party Damage SGD $2,000 SGD $1,000
      ALL TOW CHARGES FOR MALAYSIA WILL BE BORNE BY HIRER


    5. If the authorised driver(s) is determined to be not at fault by the insurance company after investigating the incident (“win-case“), a refund of the rental charges for the unused days basis the same 24-hour cycle will be provided. For the avoidance of doubt, this means reimbursement will be for the polion of the rental period that was not utilised due to the accident. This means you will be reimbursed for the polion of the rental period that you did not utilize due to the accident on top of the prepaid accident excess.

    6. If the authorised driver(s) is deemed to be at-fault and responsible for causing the accident (“lose-case”), there will be no refund of the unused days nor insurance excess prepaid.


  12. Windscreen Damage Cost


    1. Windscreen damage is chargeable at $200 per windscreen (subject to GST).


  13. Replacement Car


  1. Replacement cars are not provided in cases of accidents.

  2. In the unlikely event of a car breakdown, a replacement car will be arranged.

    1. The replacement car may not be a like for like replacement.

    2. In the case whereby the replacement car provided is of a lower category per Lylo's category definition, a refund will be given for the price difference in rental rates.

    3. If the replacement car provide is of a similar or higher category than the original car, there will be no additional charges.

    4. The standard lead time to provide a replacement car would be within 6 hours of the car breakdown.