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HIRER

GENERAL

 

Q: WHAT IS CARCHILLI AND HOW DOES IT WORKS

A: Car Chilli is an online car sharing platform that facilitates short-term car rentals between car owners and car hirers in the local community of Singapore. As a car hirer, you now have convenient access to a diverse range of cars available for short-term rental across the island. Through the Car Chilli app, you can browse through various car rental options and select the one that suits your needs and preferences. Whether you require a car for a few hours or a few days, Car Chilli provides a seamless and convenient way to find and rent a car in your local area.
 

Q: HOW DO I REGISTER

A:

1. Download the Car Chilli app: Visit the Apple App Store or Google Play Store and search for “Car Chilli.” Download and install the app on your mobile device.

2. Click on the registration link: Open the Car Chilli app and click on the registration link provided. You can also find the registration link at https://linktr.ee/carchilli.

3. Fill in your details: Provide the required information, including your NRIC number, driving license details, and proof of employment. These documents will be used to verify your account.

4. Submit the documents: Upload clear and valid copies of your NRIC, driving license, and proof of employment through the app’s document submission feature.

5. Wait for verification: Once you have submitted your documents, the Car Chilli team will review and verify your account. This process may take some time, and you will be notified of the verification status through the app.

6. Start using Car Chilli: Once your account is verified, you can start exploring the available cars and booking them for short-term rentals.

By following these steps and providing the necessary documents, you can successfully register and create an account on the Car Chilli app.

 

Q: WHEN WILL MY ACCOUNT BE ACTIVATED

A: Your account on Car Chilli will typically be activated within 1-3 working days after submitting your registration and required documents. During this time, the Car Chilli team will review and verify the information provided to ensure the accuracy and validity of your account. Once the verification process is completed, you will receive a notification confirming the activation of your account. Please note that the actual processing time may vary depending on the volume of registrations and other factors, but the team strives to activate accounts as quickly as possible.

Q: IS THERE ANY DEPOSIT OR MEMBERSHIP FEE

A: Users providing proof of employment: If you can provide valid proof of employment, there will be no deposit required to use the Car Chilli platform.

Users unable to provide proof of employment: If you are unable to provide proof of employment, a refundable deposit of $500 will be required. This deposit serves as security and will be refunded to you upon fulfilling the necessary conditions.

The deposit ensures that there is a level of financial security in place for the rental transactions. It will be returned to you as long as there are no outstanding fees, damages, or disputes related to your rental activity on the Car Chilli platform.

 

Q: WHAT ARE THE REQUIREMENTS TO JOIN CARCHILLI

A: To join Car Chilli and use their car sharing services, you must meet the following requirements:

  1. Valid Singapore driving license: You must hold a valid driving license issued by the relevant authorities in Singapore. This license should be in good standing and not expired or suspended.

  2. Legal age: You must be of legal age to drive in Singapore, which is typically 18 years old. However, please note that there may be additional age restrictions or requirements imposed by Car Chilli or specific car owners on their rental listings.

  3. Compliance with local laws: You are required to abide by all applicable local laws and regulations while using the Car Chilli platform and driving the rented vehicles. This includes following traffic rules, maintaining proper insurance coverage, and fulfilling any additional legal obligations.

It’s important to note that these requirements may vary and are subject to Car Chilli’s policies and local regulations. Additionally, certain car listings on the platform may have specific requirements or restrictions based on the car owner’s preferences.

Before joining Car Chilli, it is recommended to review their terms and conditions, as well as any specific requirements or guidelines provided by the platform. This will ensure that you meet all necessary criteria and can use their car sharing services without any issues.

 

Q: ARE THE CARS MAINTAINED AND CLEANED REGULARLY

A: Car Chilli expects car owner to maintain the cleanliness of their vehicles. It is the responsibility of the car owner to ensure that their cars are clean and in good condition for the hirers. However, Car Chilli also provides a cleaning kit inside each car to assist both the owners and hirers in maintaining cleanliness during the rental period.

The cleaning kit typically includes basic cleaning supplies such as a vacuum cleaner, wipes, and other necessary items. This allows hirer to clean the car during and at the end of their rental period if needed.

Car owners are encouraged to conduct regular cleaning and maintenance to provide a pleasant and hygienic experience for the hirers. This includes removing any trash, vacuuming the interior, and keeping the vehicle in good working condition. Ultimately, the cleanliness and maintenance of the cars on Car Chilli are a shared responsibility between the car owners and the hirers, ensuring a positive rental experience for everyone involved.

Q: CAN I USE FOR PRIVATE HIRE SERVICES

A: No, the Car Chilli platform is intended for private usage only. It is not meant for providing or engaging in private hire services such as ride-sharing or chauffeur services. The cars listed on Car Chilli are intended for short-term rentals within the local community in Singapore for personal use.

If you are looking for a platform to offer your car for private hire services may vary depending on your location, so it is important to research and adhere to the local laws and regulations governing such services.
 

Q: ARE PETS ALLOWED IN THE CAR

A: Pets are allowed in some of the cars listed on Car Chill, but there are certain guidelines and restrictions in place to ensure a comfortable and safe experience for all users. If you plan to bring a pet along during a rental, please keep the following in mind:

  1. Pets should be kept inside a locked carrier: To prevent any damage to the car or potential accidents, it is required that pets be kept inside a secure and locked carrier throughout the duration of the rental. This helps to ensure the safety of both the pet and the car.

  2. Avoid excessive shedding or mess: While pets are allowed, it is important to minimize any excessive shedding or mess they may create. Be sure to bring necessary supplies such as blankets or covers to protect the car’s interior from pet hair or dirt.

  3. Consider other users: Remember that other users may have allergies or sensitivities to pets. It is important to be mindful and respectful of other users by thoroughly cleaning the car after the rental to remove any traces of pet hair or dander.

By adhering to these guidelines, you can enjoy the convenience of bringing your pet along during your car rental while ensuring a positive experience for all users of the Car Chilli platform.
 

Q: IS SMOKING ALLOWED IN THE CAR

A: No, smoking is strictly prohibited inside the cars listed on Car Chilli. This policy is in place to ensure the comfort and safety of all users. Smoking can leave strong odours. Damage the interior of the car and pose health risks to future users who may have allergies or sensitivities to smoke.

If you are a hirer using a car from Car Chilli, please refrain from smoking inside the vehicle. If you are an owner, it is important to communicate and enforce this policy with hirers to maintain the cleanliness and condition of your car.

If you need to smoke, please do so outside the car in designated smoking areas, following local laws and regulations regarding smoking restrictions.
 

Q: CAN I DRIVE THE CAR TO MALAYSIA

A: Yes, it is possible to drive some of the cars listed on Car Chilli to Malaysia. However, this availability may vary depending on the specific car and its owner's preferences. To check if a particular car is allowed to be driven to Malaysia, you can refer to the car details section in the Car Chilli app. It will provide information on whether Malaysia usage is permitted for that specific car.

It's important to note that there may be additional charges or requirements associated with driving a car to Malaysia, such as a surcharge or providing relevant documentation. Make sure to review and adhere to the terms and conditions set by the car owner for Malaysia usage.
 

ACCOUNT
 

Q: HOW DO I UPDATE MY PARTICULARS

A: To update your particulars in the Car Chilli app, follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Navigate to the "Profile" section of the app.

  3. Look for the "Personal Info" or "Account Settings" option within the profile section.

  4. Tap on it to access your personal information.

  5. Within the personal info section, you should find options to edit and update your details such as your name, contact information, address, and any other relevant particulars.

  6. Make the necessary changes and ensure that the updated information is accurate.

  7. Save or confirm the changes before exiting the personal info section.

By following these steps, you will be able to update your particulars in the Car Chilli app. It is important to keep your information up to date to ensure smooth communication and transactions within the platform.
 

Q: HOW DO I CHANGE/RESET MY ACCOUNT PASSWORD

A: To change or reset your account password in the Car Chilli app, please follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Navigate to the "Profile" section of the app.

  3. Look for the "Personal Info" or "Account Settings" option within the profile section.

  4. Tap on it to access your personal information.

  5. Within the personal info section, you should find an option to change or reset your password.

  6. Click on the password option and follow the prompts to enter your current password and set a new password.

  7. If you have forgotten your password, look for a "Forgot Password" or "Reset Password" option and follow the instructions provided. This may involve verifying your identity through email or other means.

  8. Once you have changed or reset your password, make sure to remember it and keep it secure.

By following these steps, you will be able to change or reset your account password in the Car Chilli app. This will help you maintain the security of your account and protect your personal information.
 

Q: HOW DO I DEACTIVATE MY CARCHILLI ACCOUNT?

A: To deactivate your Car Chilli account, please follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Navigate to the "Profile" section of the app.

  3. Look for the "Account Settings" or "Settings" option within the profile section.

  4. Tap on it to access your account settings.

  5. Look for the "Delete Account" or "Deactivate Account" option.

  6. Click on it to initiate the account deactivation process.

  7. Follow any additional prompts or confirmations to complete the account deactivation.

Please note that deactivating your Car Chilli account will permanently delete your account and all associated data, including your booking history and personal information. Make sure to consider this decision carefully, as it cannot be undone.


BOOKING
 

Q: HOW DO I MAKE A BOOKING ON THE APP

A: To make a booking on the Car Chilli app, please follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Sign into your account using your credentials.

  3. Once logged in, navigate to the "Booking" section of the app.

  4. Browse through the available cars listed in your desired location.

  5. Filter the search results based on your preferences, such as car type, dates, and pricing.

  6. Select a car that suits your requirements and click on it to view more details.

  7. Review the car's information, including availability, pricing, and any specific terms set by the owner.

  8. If you're satisfied with the car, select the dates and times for your booking.

  9. Confirm the booking details, including the duration and any additional services (if applicable).

  10. Proceed to the payment section to finalize your booking.

  11. Make the payment using the available payment methods provided in the app.

  12. Once the payment is processed successfully, you will receive a confirmation of your booking.

It's important to read and understand the terms and conditions, as well as any specific instructions provided by the car owner, before making a booking.
 

Q: HOW EARLY IN ADVANCE SHOULD I BOOK

A: It is recommended to book a car as early as possible to ensure availability, especially during peak periods or if you have specific requirements. Booking in advance allows you to have a better selection of cars and increases the likelihood of securing the car you want for your desired dates and times.

As car availability can vary depending on demand, it's advisable to make your booking well in advance, especially if you have specific preferences or need the car during busy periods such as weekends, holidays, or special events. This will give you a higher chance of finding a suitable car that meets your requirements.

Additionally, booking in advance also gives the car owner time to prepare the vehicle and ensure it's ready for your use on the scheduled date. So, it's generally recommended to book as early as possible to secure the car and have a smooth rental experience.
 

Q: WHY IS MY BOOKING CANCELLED BY THE SYSTEM (BREAKDOWN ETC)

A: If your booking has been cancelled by the system, it could be due to various reasons, such as car breakdown, maintenance issues, or other unforeseen circumstances. The system automatically cancels bookings when the vehicle becomes unavailable or unfit for use during the requested booking period.

Car breakdowns or maintenance issues can occur unexpectedly, and it is in the best interest of both the car rental service and the customer to ensure the safety and operational condition of the vehicles. In such cases, the system cancels the booking to avoid any inconvenience or safety risks associated with a faulty or unavailable vehicle.

When your booking is cancelled, you should receive a notification or communication from the car rental service explaining the reason for the cancellation. We may offer alternative arrangements, such as rescheduling your booking or providing a replacement vehicle if available.

If your booking is cancelled due to a breakdown or maintenance issue, it is recommended to contact the customer service team directly for further assistance. They will be able to provide you with more information, options for rescheduling or refunding your booking, and any necessary support.
 

Q: WHAT IS THE MINIMUM/MAXIMUM DURATION FOR BOOKING A CAR

A: The minimum duration for booking a car is 1 hour. This means that you can rent a car for a minimum of 1 hour and return it after that period.

As for the maximum duration, it can vary depending on the car rental service and their policies. Some car rental services may have a maximum limit on the duration of a single booking, while others may allow longer-term rentals.

If you are interested in booking a car for an extended period, such as days or weeks, it is recommended to contact the customer service team. They will be able to provide you with specific information regarding the maximum duration allowed for bookings and any available options for longer-term leasing.

Keep in mind that the availability of cars for long-term leasing may vary depending on the car rental service and the specific vehicle you are interested in. It's best to inquire directly with the car rental service to get accurate and up-to-date information regarding the duration of your booking.
 

Q: CAN I AMEND OR CHANGE MY BOOKING

A: Yes, it is usually possible to amend or change your booking before 24 hours from your reservation time, as long as there are available cars for the desired duration.

To amend or change your booking, you can typically do so through the Car Chilli ap. Look for options like "Manage Booking" or "Modify Reservation" and follow the instructions provided. You may be able to change the pick-up or drop-off time, location, or duration of the booking, depending on availability.

It's important to note that making changes to your booking may be subject to any applicable fees or charges. Additionally, if the changes you wish to make result in a difference in the rental cost, you may be required to pay the updated amount.

If you need to make changes to your booking, it's recommended to do so as early as possible to ensure availability and avoid any last-minute complications. If you encounter any difficulties or have specific questions about amending your booking, you can reach out to the customer service team for assistance.
 

Q: AM I ABLE TO EXTEND MY BOOKING

A: Yes, in most cases, you can extend your booking by contacting the customer service team of the car rental service. If you wish to extend the duration of your rental beyond the originally scheduled return time, it's important to inform the customer service team as soon as possible to check for availability and make the necessary arrangements.

When contacting the customer service team, provide them with your booking details, including the reservation number, and let them know your intention to extend the booking. They will guide you through the process and inform you of any additional charges or requirements for the extension.

It's important to note that extending your booking is subject to availability, as other customers may have reservations for the vehicle after your original return time. It's recommended to request an extension in advance to increase the chances of availability and to avoid any last-minute complications.

Keep in mind that extending your booking will typically result in additional charges, as you will be renting the vehicle for a longer period. The customer service team will provide you with the details of the additional fees and the updated rental cost.

Overall, if you need to extend your booking, reach out to the customer service team promptly to make the necessary arrangements and ensure a smooth continuation of your rental period.
 

Q: WHAT IS THE CANCELLATION POLICY

A: If the policy states that users can cancel their booking 24 hours before the booking start time, it typically means that you can cancel your reservation and receive a full refund if you do so at least 24 hours in advance.

To cancel your booking, you will need to contact the customer service team of the car rental service. Provide them with your booking details, including the reservation number, and inform them of your intention to cancel. They will guide you through the cancellation process and initiate the refund.

It's important to note that the refund processing time may vary depending on the payment method you used for the booking. In this case, the policy states that a full refund will be made within  14 working days. This means that once your cancellation request is processed, it may take up to 14 working days for the refunded amount to be credited back to your original payment method.
 

Q: WHAT HAPPEN IF I DID NOT SHOW UP TO COLLECT THE CAR

A: If you fail to show up to collect the car for your booking without providing prior notice or if you arrive late and are unable to pick up the car within the designated time slot, it is likely that there will be no refunds issued.

Car rental services typically have policies in place regarding no-shows and late arrivals. These policies are designed to ensure fair usage of their vehicles and to accommodate other customers who may have booked the same car after your reservation.

When you make a booking, the car rental service reserves the vehicle for you during the specified time period. If you do not show up or arrive late, it means that the car has been held unavailable to other potential customers, leading to a loss of business opportunity for the car rental service.

To avoid any inconvenience or loss, it is important to be punctual and arrive on time for your car rental pick-up.
 

Q: DO I GET REFUND ON THE UNUSED TIME IF I RETURN EARLY

A: If you decide to return the car earlier than originally scheduled, typically there will be no refund for the unused time. Car rental services often operate on a fixed rental period basis, where the rental fee is calculated based on the agreed-upon duration of the booking.

When you make a reservation, the car rental service reserves the vehicle for you for the specified time period. They may have turned down other potential customers or made arrangements based on your booking. As a result, the rental fee is usually non-refundable for the unused portion of the reservation, including if you return the car early.

To avoid paying for unused time, it's important to plan your schedule and estimate the duration you will need the car accurately. If you anticipate needing the car for a shorter period, it's advisable to book for the exact duration required to avoid additional costs.
 

Q: WHAT SHOULD I DO IF THE CAR IS NOT AT THE ALLOCATED LOT

A: If the car is not at the designated lot, the best course of action is to contact the customer service team of the car rental service immediately. They will be able to assist you and provide guidance on how to proceed.

When you reach out to customer service, provide them with the necessary details, such as your booking information, the location where you were supposed to pick up the car, and any relevant information about the situation. They will investigate the issue and work to resolve it as quickly as possible.
 

Q: DO I HAVE TO PAY FOR PARKING CHARGES AT THE CARPARK WHERE I COLLECT THE CAR

A: If you are collecting a car from a designated carpark, you do not need to pay for parking charges at that carpark. The cars provided by the car rental service have season parking, which means the parking fees are already covered.

When you enter the carpark to collect the car, you should not insert your cashcard into the payment machine. The system will not deduct any parking fees from your cashcard, and there will be no refund for any deductions made.

In the event that you encounter any issues or are unable to exit the carpark due to any reasons, you can use the intercom located at the gantry to contact the carpark management or seek assistance. They will be able to help you resolve any concerns and ensure a smooth exit from the carpark.
 

Q: AM I ALLOWED TO SHARE THE CAR/ACCOUNT WITH OTHER PEOPLE

A: No, you are not allowed to share your car or account with other people. Each car rental account is meant for individual use and should not be shared with others. Sharing your account with someone else is against the terms and conditions of the car rental service and can result in permanent account suspension or termination.

It's important to maintain the security and integrity of your account by keeping your login credentials confidential. This ensures that the car rental service can accurately track and manage the bookings, payments, and usage associated with your account.

If you have friends or family members who are interested in using the car rental service, they should create their own separate accounts and make bookings individually. This helps maintain accountability and ensures a fair and reliable system for all users.

If you have any concerns or questions about sharing your account or any other aspect of the car rental service, it's best to reach out to the customer service team for clarification and guidance.

PAYMENT AND PRICING
 

Q: WHAT ARE THE CHARGES TO BOOK A CAR

A: The charges to book a car vary depending on the specific car you choose and the duration of your booking. The prices are displayed in the Car Chilli app and may differ for each car listed.

When you select a car in the app and specify your desired booking period, the app will provide you with the corresponding rental charges for that particular car and duration. The charges typically include the hourly or daily rate for the car rental, and any additional fees or surcharges that may apply, such as insurance coverage.

It's important to review the booking details and pricing information for each car before making a reservation. This allows you to understand the total cost of the booking and make an informed decision based on your budget and preferences.

If you have any specific questions about the charges or pricing for a particular car, I recommend reaching out to the Car Chilli customer support team. They will be able to provide you with detailed information and address any concerns you may have.
 

Q: PAYMENT METHODS

A: Car Chilli accepts payment through credit and debit cards. When making a booking through the app, you will be prompted to enter your card details to complete the payment. Accepted card types may include Visa, Mastercard.

It's important to ensure that your card has sufficient funds or credit limit to cover the booking charges. The payment will be processed securely through the app, and you will receive a payment confirmation or receipt for your records.

If you encounter any issues or have questions about the payment process or accepted card types, I recommend reaching out to the Car Chilli customer service team. They will be able to assist you further and provide any necessary guidance or clarifications regarding payment methods.
 

Q: WHEN WILL I BE CHARGE FOR PAYMENT

A: When you make a booking through the Car Chilli app, you will typically be charged immediately upon confirmation of your booking. This means that the payment will be processed and deducted from your chosen payment method at that time.

It's important to ensure that you have sufficient funds or credit limit available on your card at the time of booking to cover the payment. The app will provide you with a payment confirmation or receipt once the transaction is successfully completed.
 

Q: I WAS CHARGED WRONGLY, WHAT SHOULD I DO

A: If you have been charged incorrectly for a booking on Car Chilli, I recommend contacting their customer service team as soon as possible to resolve the issue. They will be able to assist you in reviewing the transaction and addressing any billing discrepancies.

When reaching out to customer service, provide them with the necessary details such as your booking information, the specific charge that was incorrect, and any supporting documentation or evidence you may have. They will investigate the matter and work towards a resolution, which may include refunding the incorrect charge or adjusting your payment accordingly.

It's important to address billing issues promptly to ensure a timely resolution. Contacting the customer service team directly will allow them to assist you effectively and provide you with the necessary support in rectifying the situation.
 

Q: WHO PAYS FOR PARKING AND ERP CHARGES

A: It is the responsibility of the individual user to pay for any parking and ERP (Electronic Road Pricing) charges incurred during their car rental period. These charges are not included in the rental fee and will be borne by the user directly.

When you park the car during your rental, you will need to cover the cost of parking fees at the respective parking locations. Similarly, if you pass through any ERP gantries in Singapore, you will be responsible for paying the ERP charges.

It's important to plan your journey and consider any parking or ERP fees that may be applicable. Make sure to have sufficient cash or payment methods available to settle these charges during your rental period.
 

COLLECTION AND RETURN
 

Q: WHERE DO I COLLECT THE CAR

A: When you make a booking through the Car Chilli app, the exact location for collecting the car will be provided to you under the booking details. The designated location may vary depending on the specific car you have chosen and its availability.

To find the collection location, you can follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Go to your booking details for the specific reservation.

  3. Look for the section that mentions the collection location.

  4. The address and any additional instructions or landmarks will be provided to guide you to the exact spot where the car is parked.

It's important to arrive at the designated location at the scheduled time to ensure a smooth pickup process. If you have any difficulties finding the car or have further questions, you can contact the Car Chilli customer service team for assistance.
 

Q: HOW DO I UNLOCK THE CAR

A: To unlock the car, you need to contact the Car Chilli customer service team. They will assist you in unlocking the car remotely.

Once you have reached the designated location and are ready to start your rental, you can reach out to the customer service team through the Car Chilli app or by calling the provided contact number. Inform them that you have arrived and need assistance with unlocking the car.

The customer service team will verify your identity and booking details, and then remotely unlock the car for you. The car key is usually placed inside the car. If you encounter any issues or have further questions, don't hesitate to contact the customer service team for assistance.
 

Q: WHY I CAN’T START THE CAR

A: If you are unable to start the car, please follow these steps:

  1. Ensure that the gear is in the Park (P) position. Some vehicles require the gear to be in Park in order to start the engine. Make sure the gear selector is fully engaged in the Park position and try starting the car again.

  2. Check if all the necessary conditions are met to start the car. Ensure that the foot brake is fully engaged, and the key or keyless entry system is properly recognized by the car.

  3. If the car still doesn't start, it is recommended to contact the Car Chilli customer service team for immediate assistance. They will be able to guide you through troubleshooting steps or arrange for further support, such as sending a technician to assess the situation.

Remember to provide the customer service team with accurate information about the issue you are facing, including any error messages or unusual behaviour of the car. They will work with you to resolve the problem and ensure that you can start the car safely.

Please note that if the car experiences a mechanical or technical issue preventing it from starting, the customer service team will take appropriate action to resolve the situation, such as arranging a replacement vehicle if necessary.
 

Q: WHAT TO DO IF THE CAR IS DIRTY

A: If you find the car dirty during your rental, please follow these steps:

  1. Take photos: Before you start your rental, take photos of the car's interior and exterior. This will serve as a record of the car's condition at the beginning of your rental.

  2. Inform customer service: Reach out to the Car Chilli customer service team and inform them about the cleanliness issue. We will inform the owner and do the necessary.

Remember to treat the car with care and cleanliness during your rental period. If you encounter any issues or concerns, it's best to communicate with the customer service team promptly to ensure a smooth resolution.
 

Q: WHY IS THERE WARNING LIGHTS/CHECKLIGHTS

A: If you notice warning lights or check engine lights illuminated on the car's dashboard during your rental, it is important to take the following steps:

  1. Safety first: Ensure that the vehicle is in a safe location and parked securely. If the warning lights indicate a critical issue, it is advisable to pull over and stop the car immediately.

  2. Check the owner's manual: Refer to the owner's manual of the car to understand the meaning of the specific warning light that is illuminated. It may provide information on the urgency of the issue and any immediate actions to be taken.

  3. Contact customer service: Reach out to the Car Chilli customer service team and inform them about the warning lights. They will provide guidance and assistance on how to proceed. They may advise you to continue driving the car if it is safe to do so or to stop driving and arrange for further inspection or assistance.

  4. Follow instructions: Follow any instructions provided by the customer service team. They may request additional information or recommend taking the car to a nearby authorized service canter for diagnosis and repairs.

  5. Document the issue: Take photos or videos of the illuminated warning lights as evidence. This will be helpful in case there are any disputes or discussions about the condition of the car.

  6. Report after rental: After you return the car, inform the customer service team about the warning lights and any actions taken during your rental period. They will review the situation and take appropriate measures, such as arranging for repairs or inspections, based on the circumstances.

Remember, it is essential to prioritize your safety and the safety of others on the road. If you encounter any warning lights or other significant issues with the car during your rental, contacting customer service promptly is crucial to ensure appropriate assistance and resolution.
 

Q: WHERE CAN I FIND THE CAR KEYS

A: Upon unlocking the car using the Car Chilli app or with the assistance of customer service, you can locate the key inside the vehicle. The specific location may vary depending on the car model, but common places to find the key include the canter console, glove compartment, or key holders attached to the dashboard. In some cases, there may be instructions or labels indicating the key's location inside the car. If you are having trouble finding the key, you can contact customer service for further guidance and assistance.
 

Q: FUEL

A: To ensure a fair and transparent fuel usage process, it is required for you to take a photo of the meter gauge showing the petrol level when you collect the car. You can then upload this photo in the Car Chilli app. The initial fuel level provided to you should be maintained throughout the duration of your rental. If the fuel level has decreased when you return the car, you will be responsible for topping it up to the same level as indicated in the photo. This helps to ensure that the next user receives the car with the same amount of fuel as initially provided. Remember to keep a record of the photo as proof of the initial fuel level to avoid any discrepancies.
 

Q: WHAT SHOULD I DO IF THERE IS DAMAGES ON THE CAR

A: To ensure proper documentation and transparency, it is mandatory for you to take photos of the car from all four corners before driving off. These photos should be uploaded in the Car Chilli app. By doing so, you can provide evidence of the car's condition prior to your rental period. If you notice any damages on the car that were not previously documented, please notify our customer service team immediately. This will help us address the issue appropriately and ensure that you are not held responsible for pre-existing damages. Remember, your cooperation in documenting the car's condition is essential to maintain a fair and reliable car-sharing experience.
 

Q: CAN I RETURN THE CAR AT A DIFFERENT LOCATION

A: Car Chilli operates on a point A-to-point A basis, which means you are required to return the car to the same location from where you initially collected it. Returning the car to a different location is not allowed. This ensures that the cars are available for other users at the designated pickup points and maintains the efficiency of the car-sharing service. Please plan your trips accordingly and make sure to return the car to the specified location to avoid any inconvenience or penalties.
 

Q: WHERE SHOULD I PARK WHEN RETURNING VEHICLE

A: When returning the vehicle, you are required to park it in the same designated parking location as specified in the Car Chilli app. Please ensure that you enter the correct deck level and carpark lot number when indicating the return location in the app. This will help ensure a smooth and organized process for both you and other users of the car-sharing service.

Q: WHAT IF I CAN’T RETURN THE CAR ON TIME

A: If you are unable to return the car on time, there will be late charges incurred. The specific late charges and calculation methods may vary, so it's recommended to refer to the terms and conditions or pricing information provided by Car Chilli for the exact details. These late charges will be automatically calculated and applied in the app when you end your ride. It's important to manage your booking time effectively and plan ahead to avoid any inconvenience or additional costs.
 

Q: HOW DO I END THE BOOKING

A: To end your booking, you can follow these steps:

  1. Open the Car Chilli app on your mobile device.

  2. Go to the "Bookings" tab or section in the app.

  3. Look for the specific booking you want to end.

  4. Tap on the "End Ride" or similar button to initiate the end of the booking.

  5. Contact the Customer Service team via phone call or WhatsApp to request the vehicle to be locked.

  6. Once the Customer Service team confirms that the vehicle is locked, tap on the "Already locked" or similar option in the app to proceed.

  7. Follow any additional prompts or instructions provided in the app to complete the end of the booking process.

By following these steps, you will be able to properly end your booking with Car Chilli.


HIRER’S CARE
 

Q: WHAT SHOULD I DO IF I ACCIDENTALLY SPILLED DRINKS/VOMIT INSIDE THE CAR

A: If you accidentally spill drinks or vomit inside the car, it is important to take immediate action to clean the mess. Here's what you can do:

  1. Stop the car in a safe location: If it is safe to do so, pull over to a safe location to address the situation.

  2. Assess the damage: Check the extent of the spill or vomit and assess if it can be cleaned by yourself or if professional cleaning may be necessary.

  3. Clean the affected area: If the mess is minor and you are able to clean it yourself, use appropriate cleaning supplies such as paper towels, wet wipes, or a mild cleaning solution. Blot the area gently to absorb the liquid and clean the surface thoroughly. Avoid using harsh chemicals or abrasive materials that may damage the car's interior.

  4. Notify Car Chilli: It is important to inform Car Chilli about the incident. Contact their customer service team and provide details about the situation and the steps you have taken to clean the car.

  5. Consider professional cleaning: If the mess is extensive or you are unable to clean it effectively, Car Chilli may require professional cleaning. Follow their instructions and guidelines for arranging professional cleaning services.

  6. Be prepared for any additional charges: Depending on the severity of the damage, Car Chilli may impose additional cleaning fees or charges for the necessary repairs. These charges will be communicated to you by their customer service team.

Remember, it is important to treat the vehicles with respect and care. Accidents happen, but taking prompt action to clean and address the situation will help minimize any potential inconvenience or financial implications.
 

Q: SHOULD I MAINTAIN THE CLEANLINESS OF THE CAR

A: Yes, as a responsible user, you are expected to maintain the cleanliness of the car during your rental period. While the car should be in a clean and tidy condition when you receive it, it is your responsibility to ensure that you leave the car in a similar or better state when you return it.

By maintaining the cleanliness of the car, you contribute to a positive car-sharing experience for yourself and future users. It is part of being respectful and considerate towards others who will be using the vehicle after you.

 

PET POLICY
 

Q: Are pets allowed in Car Chilli cars?
- Dogs, cats, and other household pets approved by relevant authorities are allowed in Car Chilli cars.
- Pets must be accompanied by human passengers during the ride.

Q: How I can transport my pet in Car Chilli cars?
- Pets should be kept in locked carriers to prevent fur-related allergies for other passengers.
- Pets should be secured at all times during the ride to ensure their safety and prevent accidents.
- Avoid leaving pets unattended in the car to prevent anxiety and potential damage.
- For consideration of the Muslim community, ensure pets remain in carriers.
- Return the car in a clean condition after pet use.

Q: Are there any charges for Pet-Related Damages?
- A cleaning fee of $300 applies if the car is left dirty due to pet fur or other mess.
- In addition to the cleaning fee, any damages caused by pets such as scratches, chewed upholstery, or claw marks,  will also incur additional charges.
- Damage charges will be assessed based on the severity of the damage and the cost of repair

Q: How to report damages?
-Users have to promptly report any pet-related damages they notice after the ride.

-Report damages immediately to Car Chilli customer service


BREAKDOWN
 

Q: WHAT SHOULD I DO IF THE CAR BROKE DOWN

A: If the car you are renting from Car Chilli breaks down during your rental period, here are the steps you should take:

  1. Ensure your safety: If you are in a dangerous or unsafe location, prioritize your safety and move to a safe area if possible. If necessary, contact local authorities for assistance.

  2. Contact Car Chilli's customer service: Notify Car Chilli's customer service team immediately about the breakdown. They will provide you with guidance and support on the next steps to take.

  3. Follow instructions: Follow any instructions provided by Car Chilli's customer service team. They may assist you in arranging for towing services, repair services, or providing a replacement vehicle if necessary.

  4. Provide details: When reporting the breakdown, provide as much information as possible about the situation, including your location, a description of the issue, and any relevant details that can help with the assessment and resolution of the problem.

  5. Await assistance: Stay in communication with Car Chilli's customer service team and await their instructions and assistance. They will work to resolve the situation and get you back on the road as soon as possible.

Remember, in the event of a breakdown, it is important to remain calm and follow the guidance provided by Car Chilli's customer service team. They are there to support you and ensure that the necessary arrangements are made to address the issue effectively.
 

Q: FLAT OR DAMAGED TYRES

A: In the event of a flat or damaged tire while using a car from Car Chilli, please follow these steps:

  1. Ensure your safety: If it is safe to do so, pull over to a safe location away from traffic and activate your hazard lights.

  2. Assess the damage: Inspect the tire to determine if it can be safely repaired or if it needs to be replaced. If there is a puncture or damage that cannot be repaired, you may need to replace the tire.

  3. Contact Car Chilli's customer service: Inform Car Chilli's customer service team about the flat or damaged tire. They will provide you with further instructions and assistance.

  4. Follow instructions: Follow any instructions provided by Car Chilli's customer service team. They may guide you on the next steps to take, such as contacting a roadside assistance service or arranging for a tire repair or replacement.

  5. Utilize provided resources: Some car models may be equipped with a tire inflator kit or a spare tire. If available, you can use the tire inflator kit to temporarily fix a flat tire or replace it with the spare tire. Refer to the car's user manual for instructions on using the tire inflator kit or changing a tire.

  6. Repair or replace the tire: Depending on the extent of the damage and the availability of resources, you may need to have the tire repaired or replaced. Car Chilli's customer service team can provide guidance on nearby repair shops or authorized service centres.

Remember, it is important to prioritize your safety when dealing with a flat or damaged tire. If you are unsure about how to proceed or if you are in an unsafe location, contact Car Chilli's customer service immediately for assistance. They will help you resolve the issue and ensure your continued safety and convenience during your rental period.
 

INSURANCE

Q: WHAT IS CDW

A: CDW (Collision Damage Waiver) is an optional insurance coverage offered by car rental companies and car sharing platforms. It provides protection and reduces the amount of excess or deductible that you would need to pay in case of a collision or damage to the vehicle.

When you opt for CDW, it typically limits your financial responsibility in case of an accident or damage to the vehicle. It may cover costs such as repairs, parts replacement, and related expenses up to a certain limit, depending on the terms and conditions of the CDW policy.

It's important to review the specific terms and coverage details of the CDW policy offered by Car Chilli before making a decision. This will help you understand the extent of coverage, any exclusions, and the amount of excess that may still apply even with CDW.
 

Q: WHAT IS INSURANCE EXCESS

A: Insurance excess, also known as a deductible, is the amount of money that you are responsible for paying towards an insurance claim before the insurance coverage kicks in. It is a predetermined amount set by the insurance policy and is typically stated in your insurance agreement.

In the context of car insurance, if you are involved in an accident and need to make a claim, you will need to pay the insurance excess out of pocket. The insurance company will then cover the remaining costs up to the policy limit.

For example, if your insurance excess is $500 and you have an accident that causes $2,000 worth of damage to your vehicle, you would need to pay the $500 excess, and the insurance company would cover the remaining $1,500.

It's important to note that the specific amount of insurance excess can vary depending on your insurance policy and the terms and conditions set by the insurance provider. Make sure to review your insurance policy documents or contact your insurance company for the exact details regarding your insurance excess.
 

Q: HOW MUCH IS THE INSURANCE EXCESS

A: The specific amount of insurance excess will vary depending on the car and owner. The insurance excess for each car will be indicated in the car details section of the Car Chilli app. Since different car owners may have different insurance policies and terms, the insurance excess may vary from one car to another.

When booking a car, it's important to review the car details and take note of the insurance excess amount. This will help you understand the financial responsibility you would have in the event of an accident or damage to the car.

If you have any specific questions about the insurance excess for a particular car, it's recommended to reach out to the Car Chilli customer service team for more information. They will be able to provide you with the accurate insurance excess details for the car you are interested in renting.
 

Q: HOW ARE THE LIABILITY AND DAMAGE COSTS DETERMINED

A: Liability and damage costs in an accident are determined by the insurance companies based on various factors and the facts of the accident case as reported by the parties involved.

Insurance companies typically conduct investigations, review accident reports, assess damage to the vehicles, and consider other relevant information to determine liability and the associated costs.

The determination of liability involves considering factors such as the circumstances of the accident, applicable traffic laws, witness statements, police reports (if available), and any supporting evidence provided by the involved parties. Based on this assessment, the insurance companies will determine who is at fault or if it is a shared liability (50/50) case.

The damage costs, including repairs or replacement of the vehicles involved, are typically assessed by the insurance company or appointed workshop. They consider factors such as the extent of the damage, the cost of parts and labour, and any other related expenses in determining the overall damage costs.

It's important to note that the specific process for determining liability and damage costs may vary depending on the insurance policies and terms of the car owner and the insurance company involved. If you have been involved in an accident, it's recommended to contact Car Chilli customer service and follow their instructions for reporting and processing the claim.

 

Q: WHAT IS LOSS OF USE

A: Loss of use refers to the compensation for the rental company's inability to rent out a vehicle during the period it is undergoing repairs or maintenance due to an accident or damage. When a vehicle is involved in an accident and requires repairs, it is taken out of service and cannot be rented to other customers during that time.

To account for the loss of potential revenue, rental companies may charge a loss of use fee, which is typically calculated based on the daily rental rate of the vehicle. The number of days for which the loss of use fee is charged is determined by the estimated time it takes for the vehicle to be repaired and made available for rental again. This can vary depending on the extent of the damage and the availability of parts and repair services.

It's important to review the terms and conditions of the rental agreement or insurance policy to understand the specific details and calculations related to loss of use charges. These charges are typically covered by insurance if you have an appropriate insurance coverage, but it's advisable to confirm with the rental company or your insurance provider to clarify the terms and coverage in case of an accident or damage.
 

Q: DO I HAVE TO PAY EXTRA FOR INSURANCE

A: Basic insurance coverage is typically included in the rental fee, which means you don't have to pay extra for it. The specific coverage details may vary depending on the rental company and the region you are in. Basic insurance coverage usually includes third-party liability insurance, which covers damages or injuries caused to others in an accident where you are at fault.

However, it's important to note that there may be an insurance excess or deductible amount that you would be responsible for in case of an accident or damage to the rental vehicle. This is the amount you would need to pay out of pocket before the insurance coverage applies. If you want additional coverage to reduce or eliminate the insurance excess, you may have the option to purchase optional insurance, such as Collision Damage Waiver (CDW) or Loss Damage Waiver (LDW), at an additional cost.

It's recommended to carefully review the terms and conditions of the rental agreement and insurance options available to understand the coverage provided and any additional costs involved. If you have any questions or concerns, it's best to contact Car Chilli directly to clarify the insurance coverage and associated fees.
 

Q: IS THERE ANY DIFFERENCE FOR THE INSURANCE EXCESS IF I YOUNGER/OLDER

A: Yes. Different insurance excess amounts based on factors such as age, driving experience, and the type of vehicle being rented. Younger or less experienced drivers may be subject to higher insurance excesses due to perceived higher risk.
 

 

TRAFFIC OFFENCES


 

Q: I WAS ISSUED A PARKING/SPEEDING FINE TICKET, WHAT SHOULD I DO

A: If you have received a parking or speeding fine ticket while using a rental car, it is important to take the appropriate steps to address the situation. Here's what you can do:

Physical Ticket: If you have received a physical ticket, make sure to make the payment within the specified timeframe. Typically, there will be instructions on the ticket itself regarding the payment options and deadline. You can make the payment online at onepay.onemotoring.com.sg or at any AXS station. Follow the provided instructions to complete the payment process.

No Physical Ticket: If you haven't received a physical ticket, but you believe you may have violated any parking or speeding regulations, it's possible that the authorities will send the fine notice to the registered owner of the vehicle. In this case, Car Chilli may provide your information to the authorities, and you will receive the fine notice directly from them. Make sure to check your mail or any notifications you receive to stay updated on any fines or penalties.

It's important to promptly address any fines or penalties to avoid potential consequences, such as additional fees, penalties, or legal actions. If you have any specific concerns or questions regarding the fine, it is advisable to contact the relevant authorities or Car Chilli for further guidance.


LOST AND FOUND
 

 

Q: WHAT SHOULD I DO IF I LOST/LEFT MY ITEM IN THE CAR?

A: If you have lost or left any personal belongings in the car, it is important to take immediate action to retrieve them. Here's what you can do:

  1. Contact Customer Service: Reach out to the customer service team of Car Chilli as soon as possible. Inform them about the situation and provide them with details about the lost or forgotten item. They will assist you in coordinating the retrieval process.

  2. Provide Relevant Information: When contacting customer service, provide them with specific details about the item, such as a description, approximate location where it was left, and the date and time of your last usage. This information will help them in locating the item more efficiently.

  3. Coordinate Retrieval: The customer service team will guide you on the next steps to retrieve your lost item. They may contact the car owner or check the vehicle to see if the item has been found. Depending on the situation, you may need to arrange a time and place to collect the item or have it returned to you.

It's important to act quickly when you realize you have left or lost something in the car, as there is a higher chance of recovering the item if it is reported promptly. However, please note that Car Chilli and the car owner cannot guarantee the retrieval of lost items or be held responsible for any lost or misplaced belongings. It is always recommended to double-check the car before returning it to ensure you have not left any personal items behind.
 

Q: I FOUND AN ITEM WHICH DOESN’T BELONGS TO ME

A: Please contact our customer service for assistance  

 

HOTLINE

If you have a specific inquiry or need assistance related to Car Chilli's services, it is recommended to reach out to their customer service hotline directly.

The hotline number +6585883088 can be used to contact Car Chilli's 24/7 hotline for any urgent matters or immediate assistance related to their car sharing services.

ACCIDENT
 

Q: WHAT SHOULD I DO IN THE EVENT OF AN ACCIDENT

A: In the event of an accident while using a car from Car Chilli, it is important to prioritize your safety and follow these steps:

Ensure your safety: Move to a safe location away from traffic if possible. Turn on hazard lights and, if necessary, contact emergency services for immediate assistance.

Check for injuries: Assess yourself and any passengers for injuries. If there are any injuries requiring immediate medical attention, call for an ambulance.

Report the accident: Contact Car Chilli immediately to report the accident. Provide them with details such as the date, time, and location of the accident, as well as any other relevant information. Car Chilli will guide you on the next steps to take.

Exchange information: Exchange contact and insurance information with the other party involved in the accident. Collect their name, phone number, vehicle registration number, and insurance details. It is important to remain calm and polite during this process.

Gather evidence: If it is safe to do so, gather evidence from the scene of the accident. Take photos of the vehicles involved, the surrounding area, and any visible damages. This documentation may be useful for insurance claims and legal purposes.

Report to the police: In certain circumstances, it may be necessary to report the accident to the police. This includes accidents involving injuries, significant property damage, government property, foreign vehicles, pedestrians/cyclists, hit and run, or any other situation as required by local laws. Follow the instructions provided by Car Chilli and local authorities regarding reporting the accident.

Follow insurance procedures: Contact customer service to report the accident and initiate the claims process. Provide them with all the necessary details and documentation. Car Chilli's insurance coverage will also be involved in the process, so keep them informed as well.

Follow Car Chilli's instructions: Car Chilli will guide you through the necessary procedures and provide any additional assistance you may require. Follow their instructions and provide them with all the requested information and documentation.

Remember, it is essential to stay calm and cooperative during the process. Prioritize your safety and the safety of others involved in the accident. By following these steps and working closely with Car Chilli and your insurance provider, you can ensure that the necessary actions are taken after an accident and the situation is resolved as smoothly as possible.
 

Q: WHAT IS CONSIDER AS 50/50 CASES?

A: In insurance terms, a "50/50 case" refers to a situation where both parties involved in an accident share an equal degree of fault or responsibility. It typically occurs in side-to-side collisions where it may be challenging to determine which party is solely at fault.

When an accident is deemed a 50/50 case, it means that both drivers bear some degree of responsibility for the incident. As a result, insurance companies may decide to split the liability equally between the parties involved. Each party's insurance provider will handle the damages to their insured's vehicle and respective claims accordingly.

In the context of Car Chilli, if a 50/50 case occurs during a rental, it means that the hirer will still be responsible for their portion of the damages and will need to pay the insurance excess. The insurance excess is the amount that the hirer needs to contribute towards the repair costs, as specified in the rental agreement and insurance policy.

It's important to note that the specifics of determining fault and liability in an accident can vary depending on the circumstances, local laws, and insurance policies involved. It is recommended to consult with Car Chilli's customer service team for more detailed information regarding 50/50 cases and the corresponding procedures and responsibilities.
 

Q: WHAT IF ANOTHER VEHICLE HIT OUR VEHICLE DIRECTLY FROM THE BACK?

A: If your vehicle is hit directly from the back by another vehicle, commonly referred to as a rear-end collision, the liability is typically assigned to the driver who hit your vehicle from behind. In such cases, the driver who rear-ended your vehicle is generally considered at fault because they failed to maintain a safe distance or stop in time to avoid the collision.

In this situation, if your vehicle is rented through Car Chilli and another vehicle hits it directly from the back, you should report the incident to Car Chilli's customer service immediately. They will guide you through the necessary steps and assist in processing the insurance claim.

As the driver of the rental vehicle, you should provide all relevant details about the incident, including the other driver's information, such as their vehicle registration number, contact details, and insurance details, if possible. Car Chilli's insurance provider will then handle the claim against the at-fault driver's insurance to cover the damages to your rental vehicle.

It's important to follow the procedures outlined by Car Chilli and provide accurate information and documentation to support the insurance claim. This will help ensure a smooth process and minimize any potential financial obligations on your part.

Remember to consult with Car Chilli's customer service team to get specific guidance based on your rental agreement and the circumstances of the incident.
 

Q: WHAT IS THE INSURANCE COMPANY THAT INSURED THIS VEHICLE?

A: To find out the insurance company that insures a specific vehicle on Car Chilli, you can refer to the Car Chilli app or contact Car Chilli's customer service directly. They will have access to the necessary information and can provide you with the details of the insurance company associated with the vehicle in question.

It's important to communicate with Car Chilli's customer service for accurate and up-to-date information regarding insurance coverage for any specific vehicle listed on their platform.
 

Q: WHO WILL BRING THE CUSTOMER TO DO ACCIDENT REPORTING?

A: If an accident occurs and an accident report needs to be filed, Car Chilli's officer in charge will typically contact the customer involved in the accident. They will assist the customer in the reporting process and provide guidance on the necessary steps to take.

In cases where it is determined that the customer is liable or the accident is considered a 50/50 case, the customer will usually be responsible for paying the insurance excess before proceeding with the reporting. The insurance excess is the amount that the customer needs to contribute towards the repair costs, as specified in the insurance policy.

It's important to follow the instructions and guidance provided by Car Chilli's officer in charge to ensure a smooth and proper accident reporting process.
 

Q: WHAT IS PRIVATE SETTELMENT?

A: Private settlement refers to an agreement between the parties involved in an accident to resolve the matter without involving an insurance claim. In this case, both parties agree to handle the costs and damages among themselves, without seeking compensation from their respective insurance companies.

If both parties agree to a private settlement and the party at fault is willing to pay the requested amount to the other party, Car Chilli's officer in charge will be in contact with them to facilitate the process. The officer will provide assistance and guidance to ensure that the settlement is carried out smoothly and fairly. It's important to note that private settlement should only be considered when both parties agree and willing to handle the matter outside of the insurance claim process.

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