Category - Booking
No. Each account is strictly for the account holder’s use only, and it is not authorised to be shared with others. Most importantly, insurance will be voided if the driver is not the account holder at the time of booking. We count on our users to be responsible when using LoadUp.
No, you don’t. Parking charges at the collection point are already covered—you’ll only need to handle parking fees at your destinations during the booking period.
However, please be aware that any remaining time in your booking period will not be refunded. This policy ensures that our scheduling system remains fair and efficient for all customers. If you have any further questions or need assistance with your booking, feel free to reach out to our support team. We’re here to help!
Cancellation fees depend on how close you are to the start of your booking:
• 1 – 48 hours before start time: 50% of the booking fee will be charged
• Within 1 hour of start time: 80% of the booking fee will be charged
• No-show/ Did not start booking: 100% of the booking fee will be charged
This ensures fairness for all users and keeps vehicles available for others.
We sincerely apologize for any inconvenience caused if your booking has been cancelled by the system. This could happen for several reasons, including:
• Late Return from Previous Users: Sometimes, previous users may return the vehicle later than scheduled, affecting subsequent bookings.
• Vehicle Condition: The vehicle may have been marked as unsuitable for use due to damage or maintenance issues, ensuring your safety and compliance with road regulations.
• Account Suspension: Your account might have been suspended for various reasons. For more details on why your account might be suspended.
We understand that cancellations can be frustrating, and we are here to assist you with any questions or concerns you may have. Please feel free to contact our Customer Support team at 97303003 for further assistance.
Please help us check the following:
• Currently using the latest version of the app
• Have added a valid bank card to your payment wallet
• Selected a booking period that has not already passed
If the issue continues, reach out to our Customer Support team at 97303003, and we’ll be happy to assist.
LoadUp covers parking fees only at the designated home lot of the vehicle. Any additional expenses incurred during your rental period, such as Electronic Road Pricing (ERP) charges, fines, or summonses, will be the responsibility of the hirer. If you incur any such charges, you will be liable to make the necessary payments accordingly.
We recommend familiarizing yourself with local traffic regulations and parking rules to avoid any unexpected costs. If you encounter any issues or require any clarifications, please reach out to our Support Team via 97303003.
Please check the nearby parking lots as the previous user may have returned the vehicle to a different spot. If you still can’t locate it, kindly call our customer support team at 97303003 and we’ll assist you right away.
During the booking process, you can enter your promo code in the “Apply Promo Code” field. To view your available codes, check your promo code wallet. Be sure the code is valid and applied before completing your payment.
You have the option to make a booking up to 14 days in advance. This allows you to plan and secure your preferred vehicle or service well before your desired date. By booking early, you can ensure availability and avoid any last-minute hassles. Whether you’re planning a special event or simply need a reliable vehicle, our advanced booking system is designed to provide you with convenience and peace of mind.
You can easily check the status of your booking by navigating to the Bookings section in our app and selecting Active. Your booking will be marked with a tag that says “Confirmed.”
If you notice any discrepancies or have any concerns, please don’t hesitate to reach out to our Support Team. We are available 24/7 via phone 97303003 to assist you with any issues.
There are several reasons why certain vehicles may not appear on the app at a given time. These include:
• License Eligibility: Some vehicles may be filtered out based on your license type. For example, if you hold a Class 3A license, you won’t be able to see manual transmission vehicles, as you’re only eligible to drive automatic vehicles.
• Vehicle Maintenance: The vehicle might be scheduled for servicing or repairs to ensure it remains in top condition for all users.
• Vehicle Availability: Another LoadUp user may have already booked the vehicle during the time slot you’re looking for.
• Vehicle Inspection: If a previous user has reported an issue with the vehicle, it may be temporarily marked as unsuitable for use. In this case, the LoadUp team is en route to inspect and address the problem before making it available again.
We always aim to maintain a safe and reliable fleet, so if a vehicle doesn’t appear on your app, it’s likely being handled to ensure the highest quality experience for all users.
