Customer Documentation

Report Accident or Incident

If something goes wrong during your rental — from a minor issue to a full accident — here’s exactly how to report it, what to expect at each step, and what your options are afterward.

How to report an incident

1. From your active rental, tap Report Incident.
2. Choose the type:
   • Accident, or
   • Custom Incident — mechanical failure, flat tire, physical damage, cleaning, fuel, or another issue.
3. Provide the required details for the type you selected.
4. Capture the required evidence — for accidents, this means a live photo or video plus your automatically captured location (uploading from your gallery isn’t allowed here, since the evidence needs to be captured in the moment). You can add optional notes as well, up to the app’s limit.
5. Submit your report.

Didn’t finish? Use Draft. If you can’t complete the report in one go, you can save it as a Draft and come back to finish it later — nothing you’ve already entered is lost. RNTLS also sends reminders for an incomplete draft report until it’s finished or the configured window expires.

What to do in an accident

1. Select Accident as your incident type.
2. You’ll be asked whether anyone was injured, and whether the vehicle is Drivable or Not Drivable — the options you’re shown next depend on your answer here.
3. If the vehicle is drivable, you’ll first be guided to move to a safe place before collecting your evidence.
4. Quick-call actions are shown right on the incident screen for RAP roadside assistance and, where relevant, emergency/police services — use these immediately if you need help, before finishing the report. Your safety always comes first; the report can wait.
5. Capture your evidence: at least one live photo or video, plus your location (captured automatically). Add notes if you’d like.
6. Submit your report once your evidence is captured.

What happens next depends on drivability

• Continue Rental (drivable only) — Your report is submitted, your rental stays active, and your Car Owner and RNTLS are notified. You’re returned to your active rental and can carry on — reporting an accident and continuing doesn’t remove your ability to request an Early Return later if you need to.
• Return Vehicle — This runs through the standard return process. Your billing is recalculated for the days you actually used, and any eligible unused rent/RAP is refunded.
• Request Replacement — Covered in detail below.

Either way, your Car Owner and RNTLS Administration are notified automatically, and if the rental closes as accident-related, the vehicle is placed into an Under Maintenance state.

How to request a replacement vehicle

1. From your incident report, tap Request Replacement.
2. Your request is submitted and linked to your original rental — it covers the remainder of your original rental period, not a fresh booking.
3. Your Car Owner and RNTLS are notified, and if your original vehicle was drivable, it follows the standard return cycle in the background.
4. If your vehicle was not drivable, it’s no longer usable as an active drive from your side — you’ll simply wait for the replacement instead of returning it yourself.
5. RNTLS Administration creates your replacement using a new eligible vehicle for your remaining period. This replacement stays linked to your original rental and incident, so the full story is always traceable.
6. You’ll receive a new rental invitation for the replacement vehicle, which you confirm the same way as any other rental invitation.

Reporting a Custom Incident

If your issue isn’t an accident, you can report it as a Custom Incident instead — covering mechanical failure, flat tire, physical damage, cleaning, fuel, or another issue. These are handled a bit differently than accidents:

• Charge handling for these issues takes into account fault, whether RAP coverage applies, whether towing or roadside service was used, and any compensation RNTLS Administration approves.
• Only an authorized RNTLS Administrator determines fault for physical damage, or approves/rejects compensation for cleaning, fuel, and other eligible issues — you’ll be notified once a decision is made.

A note on fault and your security hold

For accidents and other reportable issues, any fault or compensation decision is made by RNTLS Administration based on the evidence submitted — not automatically. Until that decision is recorded, your security hold for that rental stays pending rather than releasing right away, so it’s worth submitting complete, clear evidence up front to help things move along smoothly.