Vehicle Rental: What to Expect

VIAJE connects customers with local vehicle rental providers across the Philippines. VIAJE is a marketplace platform, so we are not the rental operator and are not a party to the rental agreement between you and the provider.

How vehicle rental booking works:

• Pricing is day-range-based: the rate is multiplied by the number of days and the number of vehicles
• Pricing is inclusive, so both the pickup date and the return date count as separate days
• A same-day booking where pickup and return fall on the same date counts as 1 day

Standard times:

• Pickup: 8:00 AM
• Return: 5:00 PM
• Specific pickup or return time arrangements are made directly with the provider

What to bring:

• Valid driver's license, which you will upload a photo of during booking (see below)
• Valid government-issued ID
• Your booking reference or confirmation

Driver verification when booking:Before a vehicle booking is added to your cart, a short verification form appears. You'll be asked for:

• Driver's license: A photo of the front (required); the back is optional
• ID type and photo: A valid government-issued ID
• Emergency contact: A name and contact number

Have these ready before you start, so you can complete the booking in one go. This information is collected for the rental provider's records. Some providers have additional licence requirements of their own, so check the listing details.

Availability:

• Provider-managed calendar, where blocked dates are set by the provider only
• No dates are blocked based on other customer bookings

Liability disclaimer:
VIAJE does not inspect vehicles, verify driver's licenses or insurance, or guarantee the safety or roadworthiness of any vehicle listed on the platform. Vehicle condition, insurance coverage, and safety are entirely the responsibility of the individual rental provider. VIAJE is not liable for any damage, injury, loss, or accident arising from the use of a vehicle rented through the platform. Disputes regarding vehicle condition must be raised directly with the provider.

Cancellation:

• The Cancel button is only available while the booking is unpaid (payment pending, failed, or rejected)
• To cancel an unpaid booking, go to My Viaje Wallet, tap View on the booking, and tap Cancel Booking
• Once paid or confirmed, cancellation is no longer available, so submit a refund request instead
• Promotional bookings cannot be cancelled or refunded

Rescheduling:

• Allowed more than 72 hours before the pickup date
• Must stay on the same package and listing, as you cannot switch to a different vehicle or provider
• Subject to merchant availability
• Not allowed: within 72 hours, promotional bookings, or if the booking was already rescheduled once
• To reschedule, go to My Viaje Wallet, tap View on the booking, and tap Reschedule

Refund requests:

• Refund requests are time-limited; eligibility is shown in the app, and applicable fees may be deducted
• To request a refund, go to My Viaje Wallet, tap View on the booking, and tap Request Refund. You may also contact [email protected] or live chat if you need help
• No-shows are not eligible for refund