1. Booking eligibility
The customer must be at least 18 years old with a valid driving licence to rent a scooter or bike. A customer must be at least 23 years old with a valid driving licence to rent a car; customers aged 23 or above may also rent scooters and bikes. Age, identity and licence eligibility are verified through an authorised identity-verification service and a live-selfie check before the booking is confirmed.
2. Prices and payment
Vehicle prices, taxes, deposits and applicable charges are shown in INR before payment. Online payments are processed securely through an authorised payment service provider. A payment receipt does not by itself confirm the ride until the required KYC is completed and the booking page shows a confirmed status. Security deposits are released to the original payment method within 2–4 working days after the ride is closed, subject to any valid charges.
3. KYC and booking confirmation
After payment, the customer must complete secure identity verification using their own identity and driving-licence information, followed by a fresh live selfie. Automated liveness and face-match checks compare the selfie with the consented identity photo. The intended flow is Payment → Identity verification → Licence check → Live selfie → Booking confirmation. False, mismatched or expired information is returned to the KYC restart flow. If automated checks still cannot complete, the customer can upload the driving licence for secure OCR verification or request Rentro support review. A KYC issue by itself does not automatically cancel the booking or start a refund.
4. Vehicle use
The booked vehicle may be driven only by an authorised customer with a valid licence. Racing, commercial use, unlawful activity, intoxicated driving, overloading and sub-renting are prohibited. The customer is responsible for traffic violations, towing, fuel shortage, late return, missing accessories and damage beyond normal wear.
5. Pickup, return and availability
The customer must arrive at the confirmed city, pickup point, date and time. Times are offered in 15-minute intervals and remain subject to vehicle availability. Rentro may provide a comparable replacement or a full refund if it cannot supply the confirmed vehicle.
6. Cancellation and refund
Customer-requested cancellation follows the deduction shown before the customer confirms it. If Rentro or an authorised vehicle partner cancels a paid booking, the captured booking payment is refunded in full to the original payment method. If payment is captured after the booking has failed, expired or been cancelled, the captured amount is also refunded in full. A genuinely failed or declined payment has no captured amount to refund. KYC failures stay in restart, document-upload or support-review status and do not trigger an automatic refund. Bank processing time can apply after a refund is initiated.
7. Support and acceptance
Contact 080 6218 2071 or help@rentrobike.com with the booking ID. By making payment or accepting the vehicle, the customer confirms acceptance of these terms.
8. Customer account and OTP security
The customer is responsible for the accuracy of the registered mobile number and email address and for keeping OTPs confidential. A booking accessed through a verified mobile OTP will be treated as authorised by the registered customer unless Rentro is promptly informed of suspected misuse. OTPs must never be shared with an unknown caller or agent.
9. Vehicle inspection and handover record
Before starting the trip, the customer should inspect the vehicle, accessories, fuel or charge level, tyres and visible condition and ensure that check-out photographs are recorded. Any existing damage or missing item should be reported before departure. The return inspection and check-in record will be used to assess changes during the rental period.
10. Fuel, charging, tolls and traffic violations
Unless a booking summary expressly states otherwise, fuel, charging, tolls, parking and traffic penalties are not included in the rental fee. The vehicle must be returned at the agreed fuel or charge level. The customer remains responsible for penalties, towing and administrative costs resulting from use during the booking.
11. Add-ons and safety equipment
Optional helmets, mobile holders, power banks or other add-ons are subject to availability and must be returned in the condition received, allowing for ordinary wear. Safety equipment reduces risk but does not eliminate it. Customers remain responsible for lawful and careful use.
12. Extensions, late return and early return
A trip extension is valid only after it is approved in My Trips or by an authorised Rentro support channel and any additional amount is paid. Unauthorised late return may attract the charge shown in the booking policy and may affect another customer. Early return does not create an automatic refund unless the booking summary or applicable policy says so.
13. Breakdown, accident and theft
The customer must stop in a safe location and contact Rentro promptly in case of breakdown, accident, theft or police intervention. The vehicle should not be repaired, abandoned, moved by an unauthorised towing service or settled with a third party without reasonable approval, except where immediate action is necessary for safety or required by law.
14. Damage, loss and security deposit
A refundable security deposit may be blocked or collected as shown before payment. Valid deductions may include documented new damage, missing accessories, unpaid penalties, fuel shortage, late return or other amounts caused by breach of these terms. Rentro will provide a reason for a deduction and release the remaining eligible balance through the applicable payment process.
15. Insurance and trip protection
Insurance or trip protection, where displayed, is subject to the policy wording, exclusions, claim limits and required evidence. Coverage may be unavailable for intoxicated driving, unlicensed or unauthorised drivers, racing, off-road use, illegal activity, restricted zones, material misrepresentation or failure to record required check-in and check-out evidence.
16. Platform availability and vehicle substitution
Search results and displayed availability can change before payment. If the selected vehicle becomes unavailable after confirmation due to a breakdown, safety concern or operational event, Rentro may offer a comparable vehicle, an alternate pickup point or a refund. Temporary website, provider or network interruptions do not waive charges for a trip that was successfully fulfilled.
17. Customer conduct and communication
Customers must communicate respectfully with vehicle partners, delivery personnel and support teams. Threats, harassment, document fraud, payment abuse or deliberate platform misuse may lead to refusal or suspension of service and reporting to lawful authorities where required.
18. Privacy and service providers
Personal information is processed under the Privacy Policy. Rentro may use authorised third-party providers for payments, OTP, KYC, identity verification, hosting, communications and other functions needed to provide the service. Those providers may apply their own terms when customers interact directly with their services.
19. Liability and force majeure
Nothing in these terms excludes liability that cannot lawfully be excluded. To the extent permitted by law, Rentro is not responsible for indirect loss or delay caused by traffic, weather, government action, network failure, natural events, strikes or other circumstances beyond reasonable control. Customers remain responsible for personal belongings left in or on a vehicle.
20. Changes, severability and governing law
Rentro may update these terms for future bookings. The version accepted at checkout applies to that booking unless a change is required by law or is expressly agreed. If one provision is unenforceable, the remaining provisions continue to apply. These terms are governed by applicable laws of India, and disputes are subject to the competent jurisdiction required under applicable law.