FAQs for LyloDrive

Have a question with regards to our Short Term Car Rental service? You may be able to find an answer here!

General

What are the eligibility requirements to rent a car with Lylo under LyloDrive?

  • Driving Experience – Minimum 24 months (or 12 months with PDVL)
  • Minimum Age – 23 Years Old
  • Licenses Required
    • Valid Class 3/3A Singapore issued driving license (for Singapore residents)
    • Valid foreign issued driving license and corresponding International Driving Permit (for foreigners residing in Singapore for less than 12 months)

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

Can I rent a car with a foreign license?

  • For foreigners residing in Singapore for less than 12 months, you are required to provide your (i) Foreign Driving license and (ii) International Driving Permit as required under the Singapore Law.
  • For foreigners residing in Singapore for over 12 months, you are required to convert your Foreign License to a valid (i) Singapore issued driving license as required under the Singapore Law.

What are the Operational Hours of the Lylo Office?

Operating Hours of LyloDrive (Short-Term Car Rental) Services:

  • Monday to Friday: 10am to 8pm
  • Saturday/Sunday/Public Holiday: 10am to 3pm

Operating Hours of Lylo Office:

  • Monday to Friday: 9am to 8pm
  • Saturday/Sunday/Public Holiday: 10am to 2pm

Do you offer vehicle delivery to my house/office or concierge pickup services from my address to the Lylo office for car collection?

Rental vehicles are to be collected and returned at LyloHaus located at 300 Sin Ming Road, (Singapore 575626) or the dedicated outpost communicated during the time of contract signing (If applicable).

Island-wide Driver Pickup and/or Dropoff:

Concierge Services (Pickup and/or drop off): For island-wide chauffeured transport to/from LyloHaus:

  • Chauffered pick-up to LyloHaus for car collection OR chauffered drop-off to intended address after car return at LyloHaus/outpost (one-way): $30
  • Driver pick-up to LyloHaus for car collection AND chauffered drop-off from to intended address after car return at LyloHaus/outpost (two-way): $40

Islandwide Vehicle Delivery and/or Collection:

Vehicle Deliveries and/or Collection Services: For island-wide vehicle delivery to your doorstop and/or Collection by our staff after your usage:

  • Delivery OR Collection only: $50
  • Delivery AND Collection: $75

* We can only guarantee fulfilment of Islandwide delivery/concierge service bookings a minimum of 48 hours prior. Any non-fulfilment of said services will be refunded to the client. 

Booking

How do I make a car booking?

  • Bookings can be done via our website
    1. Select car rental duration.
    2. Select Car Model & add-ons (if any).
    3. Input particulars & Place full/partial advance payment online.
    4. Car is self collected onsite or delivered, Collection of security deposit & any outstanding amount (if any).   

A confirmation email will be sent to you and/or a Lylodrive consultant may contact you for any pending documents/clarifications of your booking. 

What documentation am I required to submit to the LyloDrive consultant to confirm the booking?

  • Singapore Resident 
    • Valid Class 3/3A Singapore issued driving license 
    • Passport or NRIC/FIN – front and back (if applicable) 

 

  • Foreigners residing in Singapore for less than 12 months 
    • Valid foreign issued driving license 
    • Valid International Driving Permit 
    • Passport 
  • Foreigners residing in Singapore for more than 12 months 
    • Valid Singapore Employment Pass 
    • Valid Singapore-issued driving license 

How early in advance do I need to book a vehicle?

  • Bookings for LyloDrive must be made more than 1 hour in advance prior to rental start date & time. 

What happens if the reserved vehicle becomes unavailable due to unforeseen circumstances?

If vehicle becomes unavailable for whatsoever reason (e.g., vehicle damaged by fallen tree) prior to the commencement of the booking, Lylo will make every effort to replace the vehicle with an alternative vehicle of a similar category; make and model to the best of our ability.

Car Rental

How are the rental fees charged?

Rental rates are charged on a 24-hour basis   

Scenario:  
Selected duration (12th May at 2pm – 14th May at 2pm) 
Selected Car Model: $100/night 
Security deposit for selected car model $1000 

Calculation: (For normal rental with no special request) 
Your duration will be 3 days 2 Night 
You will pay by nightly basis: $100/Night x 2 Nights = $200 
Car return timing = Car collected timing (24hrs basis) 

Total amount that will be collected from you 
$200 (Payment) + $1000 (Security Deposit Credit Card Hold) 

Calculation (For return timing that is different than collection timing) 
If return timing selected does not follow the collection time (Later timing selected), additional 1 day surcharge will be applied: 

If collection 2pm selected, return timing 2pm selected => Normal charge  
If collection 2pm selected, return timing 12pm selected => Normal charge 
If collection 2pm selected, return timing 3pm selected => Additional 1-day surcharge  

Is there a security deposit required for the rental of the car?

Yes, the security deposit will be collected in the form of a credit card authorisation form (preferred) / cash/ Paynow transfer (Card charges may apply depending on bank provider), at the point of car collection, along with the full payment of any outstanding rental fees. For the avoidance of doubt, debit cards cannot be used for the credit card authorisation form. 

The security deposit will be returned upon car return less any outstanding fees through the ways based on method of collection; 

  • Security Deposits made via credit card authorization form: Amount will be put on hold without any actual deductions for a period of 30 days after car is returned and terminated thereafter less any outstanding fees* (if applicable).

  • Security Deposits made via cash: Amount will be returned instantly upon car return less any outstanding fees* (if applicable). 

  • Security Deposits made via Bank Transfer (Only Paynow accepted): Amount will be returned within 1-5 working days less any outstanding fees* (if applicable). 

* Outstanding fees refers to traffic violations, rental time extensions, differences in fuel level, cleaning charges and damages to the vehicles. 

What are the timings for the Collection / Return of cars?

  • Earliest Car Collection Time 
    • 10:00am (Weekdays) 
    • 10.00am (Saturdays/Sundays/Public Holidays) 
  • Latest Car Return Time 
    • 8.00pm (Weekdays) 
    • 3.00pm (Saturdays/Sundays/Public Holidays)

The return time of the car is the same as the collection time of the car, unless mutually agreed upon prior to signing of the contract.

Note that Lylo strictly does not allow for the collection and return of cars outside of our operational hours.

What happens if I am unable to return the car on time?

Charges for the extension of the rental will apply based on the prevailing daily rental rate of the vehicle. For avoidance of doubts, we will not accept any returns outside of our operational hours. A 1-hour grace period to return the car is allowed before the late return surcharge applies (equivalent to 1-day rental fee).

Will I get a rebate on rental fees if I return the car early?

No, you will not receive a rebate for the unused duration of the car rental period. Should you need to shorten your rental period with LyloDrive, do inform your dedicated LyloDrive consultant at the earliest time possible before the start of the rental.

Can I have more than 1 driver to drive the rented vehicle?

You can register up to 2 additional drivers during your online booking. 

For each additional driver added, the additional driver will be subjected to CDW fees daily according to the CDW type chosen by main driver.

Meaning where the main driver opts for a higher tier CDW (E.g. CDW Plus), the additional drivers added will follow the same

For reference: (Tiers of CDW and extra fees to pay for upgrade) 
CDW Basic (Mandatory and factored into all prices displayed on webpage) => $12/day 
CDW Plus $30/day => Top-up of +$18/day per driver 
CDW Max $52/day => Top-up of +$40/day per driver 
 
All rental terms and conditions applicable to the primary (Main) car hirer will also apply to the additional drivers registered. You are not allowed to authorise any other unregistered personnel to drive the rented car, if found to breach the agreement, the primary car hirer will bear unlimited liability.

Can I drive the car to Malaysia / Thailand?

  • You are allowed to drive the car up to the borders of West Malaysia by paying a daily surcharge of $25. For the avoidance of doubt, West Malaysia constitutes the following states: Johor, Malacca, Negeri Sembilan, Selangor, Perak, Penang, Kedah, Perlis.
  • Driving the car beyond the borders of West Malaysia and into Thailand is strictly prohibited.

What do I do in the event of a vehicle accident / breakdown?

You may contact our 24/7 roadside assistance hotlines:

  • Accident & Emergency Hotline: +65 8778 1765
  • Vehicle Breakdown Hotline: +65 8828 9159

Please do not use WhatsApp call. If you are in Malaysia and you’re unable to make an international phone call, you may contact someone in Singapore to call our hotlines on your behalf. Our roadside assistance team will get in touch with you shortly.

What is CDW and may I upgrade for a higher tier?

CDW is known as Collision Damage Waiver. It is an additional insurance coverage that helps to reduce your insurance excess in the event of an accident. Please note that CDW Basic is compulsory and included in all our rental prices at $12/day. 

In the case of any vehicle accident, the CDW (Basic) will cap the maximum of insurance excess payable to $2000 (Singapore) and $4000 (Malaysia) respectively. 

You may upgrade to a higher tier if you wish. Tiers of Collision Damage Waiver are as such: CDW (Mandatory, Included in website price), CDW Plus (Top-up of $18 per day) and CDW Max (Top-up of $40 per day). 

What is CDW Plus?

All rentals with Lylo are protected with CDW (Basic). However, In the case of an accident, having CDW Plus will reduce your excess greatly. CDW Plus is available for a top-up of $18/day.
With CDW Plus, this amount of excess payable will be halved to a maximum of;
Singapore: $500 (Own damage) + $500 (3rd Party Damage)
Malaysia: $1000 (Own Damage) + $1000 (3rd Party Damage).
For the avoidance of doubt, you will be required to prepay the maximum value of the insurance excess stated below on the same day of the vehicle accident. If the costs and losses incurred by the company is less than the excess payable, the insurance excess will be refunded to you. All prices are subject to GST.

What is CDW Max?

All rentals with Lylo are protected with basic CDW. However, in the case of an accident, having CDW Max will reduce your excess completely, with the insurance excess payable being $0. CDW Max is optional, and available for an additional $40/day.

What is Windscreen Protector?

Windscreen damage is chargeable at $200 per windscreen (subject to GST).  
Opting in for the Windscreen Protector add-on with an additional one-off fee of $15 per will allow you to have $0 Windscreen Excess in the event of any accident or damage.  
This opt-in will apply throughout the rental duration.   

In the event of a vehicle accident, what is the accident excess payable?

To protect you from excessive liabilities in the event of a vehicle accident, Collision Damage Waiver (CDW) is compulsory when renting a car with Lylo. The insurance excess stated below is the maximum amount you have to pay out of pocket in the event of an accident.

For the avoidance of doubt, you will be required to prepay the maximum value of the insurance excess stated below on the same day of the vehicle accident. If the costs and losses incurred by the company is less than the excess payable, the insurance excess will be refunded to you. All prices are subject to GST.

INSURANCE EXCESS PER ACCIDENT
 Accident LocationWith CDWBasicWith CDW+With CDWMax
SingaporeOwn DamageSGD $1,000SGD $500SGD $0
Third Party DamageSGD $1,000SGD $500SGD $0
West MalaysiaOwn DamageSGD $2,000SGD $1,000SGD $0
Third Party DamageSGD $2,000SGD $1,000SGD $0
ALL TOW CHARGES FOR MALAYSIA WILL BE BORNE BY HIRER

Is it possible to request for a car orientation?

Certainly! A car orientation can be arranged upon your request.

Will I be provided with a stored value card (e.g., CashCard) for making payment at car parks and Electronic Road Pricing (ERP) gantries?

  • No, drivers will have to prepare your own stored value card. You may purchase a stored value card at most Petrol Stations (e.g., Shell) and Convenience Stores (e.g., 7-Eleven).
  • For NETS Cashcards / NETS Motoring Cards / NETS FlashPay Cards, you may also get them at the NETS Customer Service Centre (address: 351 Braddell Road, #01-03, Singapore 579713).
  • For EZ-Link CEPAS Cards, you may also purchase them at MRT stations, bus interchanges, as well as selected vending machines across Singapore.

In the event of a car accident, will I be reimbursed for the unused rental days?

  • If you or the authorised driver is determined to be not at fault by the insurance company after investigating the incident (“win-case”), you will receive a refund of the rental charges and the prepaid accident excess for the unused days basis the same 24-hour cycle. For the avoidance of doubt, this means you will be reimbursed for the portion of the rental period that you did not utilize due to the accident on top of the prepaid accident excess.
  • However, if you or the authorised driver is deemed to be at-fault and responsible for causing the accident (“lose-case”), you will not be eligible for any refund of rental charges for the unused days nor accident excess prepaid.

Will I be offered a replacement car in the event of a car breakdown?

  • If your car experiences a breakdown, we understand and sincerely apologise for any inconvenience it may cause, and we are committed to ensuring your continued mobility. Here’s what you can expect: 
  • In the unlikely event of a car breakdown in Singapore, we will promptly arrange a replacement car for you. However, please note that some lead time is required to arrange a replacement vehicle and the replacement car may not be a same model replacement. We will make every effort to provide a vehicle that is suitable for your needs within a 6-hour turnover time. 
  • In the case whereby the replacement car provided is of a lower category per Lylo’s category definition, you will receive a refund for the price difference in rental rates. On the other hand, if we offer you a replacement car that is of a similar or higher category than the original car, you can rest assured that there will be no additional charges. 

Will I be offered a replacement car if I get into a car accident?

Regrettably, replacement cars are not provided in cases of accidents.

Payment Methods

What are the available payment options?

For Online Booking Payment:

  • Credit / Debit Cards (Visa, Mastercard, American Express, Union Pay, Google Pay, Apple Pay, AliPay)

For Remaining payment onsite of Rental Fees & Security Deposit:

  • Payment: By Credit/Debit Card, Paynow, Cash only
  • Security Deposit: By Credit Card hold/ Paynow/ Cash only
Policies

What are the Amendments, Cancellation & Refund Policies?

You may amend or cancel the booking at any time prior to the commencement of the booking. If the amendments or cancellation falls within the following period, you will be charged the full or part of the rental based on the following:

Period before Rental Start Date & TimeCharges
More than 72 hoursFree amendments or cancellation, 100% refund
Between 24 to 72 hours50% fees, 50% refund
Less than 24 hoursNo Refund

What is LyloDrive’s Fuel Return Policy?

At return, make sure fuel is at the same level you started with. Fuel Level is measured to the nearest 1/8 of the Fuel Gauge. A Fuel Service Fee of $50.00 (before GST) per 1/8 tank difference will be charged for the difference in fuel levels between collection and return of vehicle. 

What is LyloDrive’s Late Return Policy?
A 1-hour grace period is allowed before a late return charge of 1-day equivalent will be imposed.  
For avoidance of doubts, no car returns will be accepted outside of LyloDrive operational hours; 

  • Monday-Friday (10am-8pm)
  • Saturday/Sunday/Public Holidays (10am-3pm)

Get in Touch

Have a question that is not addressed in our FAQ? Drop us a message and we will get back to you as soon as possible.

Call Us

+65 9880 5924

Email Us

Address

300 Sin Ming Road, Singapore 575626

Operating Hours

Monday to Friday, 9:00 AM – 8:00 PM

Weekend & Public Holiday, 10:00 AM – 2:00 PM