FREQUENTLY ASKED QUESTIONS

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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 must provide your foreign issued driving license with a valid International Driving Permit to be eligible to rent a car with LyloDrive.
  • For foreigners residing in Singapore for over 12 months, you are required to convert your foreign license to a valid Singapore issued driving license.

What are the Operational Hours of the Lylo Office?

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

Do you offer vehicle delivery / pick-up services? (i.e., concierge services)

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

  1. For island-wide chauffeured customer pick-up to LyloHaus for collection and/or from LyloHaus drop-off services:
    • Driver pick-up to LyloHaus for collection OR driver drop-off from LyloHaus after return (one-way): $25
    • Driver pick-up to LyloHaus for collection AND driver drop-off from LyloHaus after return (two-way): $35
  2. For island-wide vehicle delivery / pick-up services, we offer the following services:
    • Delivery OR Collection only: $40
    • Delivery AND Collection: $65

* We can only guarantee fulfilment of rental concierge bookings a minimum of 24 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 a Vehicle
  2. Select your Preferred Rental Dates
  3. Place a 50% Advanced Payment to Confirm Your Reservation
  • A LyloDrive consultant will get in touch with you within the working day to get hold of required documentation and confirm your booking after receiving your booking on our site.

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
    • 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

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

Bookings for LyloDrive must be made at least 2 hours 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 rental day basis, starting from the rental start date and time.

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) or cash, at the point 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 in cash, will be refunded to the hirer 30 days after the car return, if there are no outstanding payment due. Any outstanding payments due to traffic violations, rental time extensions, differences in fuel level and damages to the vehicles will be deducted from the security deposit before the refund is issued.
  • For the avoidance of doubt, the security deposit, if made via the credit card authorisation form, will also be properly disposed of 30 days after the car return if there are no outstanding payments due. Any outstanding payments due to traffic violations, rental time extensions, differences in fuel level and damages to the vehicle will be deducted from the security deposit before the refund is issued.

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
    • 7.00pm (Weekdays)
    • 2.00pm (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 at the time of contract signing at a cost equivalent to the prevailing Collision Damage Waiver daily rate per additional driver. All rental terms and conditions applicable to the primary 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.

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?

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

What is CDW+?

All rentals with Lylo are protected with CDWBasic. However, In the case of an accident, having CDW+ will reduce your excess greatly. CDW+ is available for an additional $18/day.
With the CDWBasic, in the case of an accident / damages caused to the rented vehicle, the insurance excess payable will still be in between the range of $1000 (Singapore) to $2000 (Malaysia).
With CDW+, this amount will be halved to $500 (Singapore) and $1000 (Malaysia).
Please note that the insurance excess stated above 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.

What is CDWMax?

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

What is Windscreen Protector?

Windscreen Protector is an optional add-on for $15 per rental duration, allowing you to have $0 Windscreen Excess, instead of having to pay $200 + GST per Windscreen in the event of any accident or damage.

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 Location With CDWBasic With CDW+ With CDWMax
Singapore Own Damage SGD $1,000 SGD $500 SGD $0
Third Party Damage SGD $1,000 SGD $500 SGD $0
West Malaysia Own Damage SGD $2,000 SGD $1,000 SGD $0
Third Party Damage SGD $2,000 SGD $1,000 SGD $0
ALL TOW CHARGES FOR MALAYSIA WILL BE BORNE BY HIRER

How much does Windscreen Damage cost?

Windscreen damage is chargeable at $200 per windscreen (subject to GST). However, opting in for our Windscreen Protector at an additional $15 per rental duration will allow you to have $0 Windscreen Excess in the event of any accident or damage.

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 the inconvenience it can cause, and we are committed to ensuring your continued mobility. Here's what you can expect:
  • In the unlikely event of a car breakdown, 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 like for like 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.

LIFESTYLE PHV

What is LyloDrive (PHV)?

LyloDrive PHV lets freelance/part-time PHV drivers rent a car for the purpose of completing ride-hailing jobs for additional income and also for personal usage without the need of leasing a car long-term.

Do I need to create an account to rent a vehicle for PHV purposes?

No account creation is required.

What are the requirements to rent a car for PHV purposes?

You will have to be a Singaporean holding a valid NRIC, PDVL/TDVL vocational driver’s license and not above the age of 65 years old.

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

Yes, the security deposit will be collected in the form of cash or via PayNow and based on the tier of the vehicle being leased.

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

  • You can register up to 1 additional drivers at the time of contract signing at a cost equivalent to the prevailing Collision Damage Waiver daily rate per additional driver. All rental terms and conditions applicable to the primary 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.
  • The additional driver needs to be present on car collection day.

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?

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

What is CDW+?

All rentals with Lylo are protected with the basic CDW. However, In the case of an accident, having CDW+ will reduce your excess greatly. CDW+ is available for an additional $18/day.
With the basic CDW, in the case of an accident / damages caused to the rented vehicle, the insurance excess payable will still be in between the range of $1000 (Singapore) to $2000 (Malaysia).
With CDW+, this amount will be halved to $500 (Singapore) and $1000 (Malaysia).
Please note that the insurance excess stated above 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.

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 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

How much does Windscreen Damage cost?

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

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 the inconvenience it can cause, and we are committed to ensuring your continued mobility. Here's what you can expect:
  • In the unlikely event of a car breakdown, 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 like for like 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.

What is the procedure to register the vehicle into my Ride Hailing App?

Upon booking our short-term PHV car rental service, the following documents will be issued to the hirer upon successful collection of the car onsite.

  1. LyloDrive (PHV) Short Term Contract
  2. Vehicle Log Card
  3. Certificate of Insurance
  4. Letter of Inter-company PHV Lease

You may upload to register the relevant documents as well as plate number onto your ride-hailing platform(s). Depending on Ride-Hailing platform, approval from their system may vary.
*Lylo will not be liable for the downtime used to register the new vehicle plate number in the ride -hailing application. Please check with the respective ride-hailing platform service for more details on waiting time for change of car plate approval.

PAYMENT METHODS

What are the available payment options?

For Online Advanced Payment:

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

For Payment of Rental Fees & Security Deposit (if cash) at LyloHaus:

  • Cash
  • PayNow
  • Credit / Debit Cards (Visa, Mastercard, American Express, Union Pay, Google Pay, Apple Pay, AliPay)
  • Payment of rental fees and security deposit (if cash) is done at the point of car collection.

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 & Time Charges
More than 72 hours Free amendments or cancellation, 100% refund
Between 24 to 72 hours 50% fees, 50% refund
Less than 24 hours No 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.