What should you do if your car breaks down?
Has your car broken down, or can’t you keep driving because of damage? That’s really frustrating, and we’re happy to help. Call roadside assistance through the SnappCar app. Do you see warning lights on the dashboard? Stop driving and call right away. Driving on can cause more damage, and of course we want to avoid that.
How to call roadside assistance:
Go to ‘My bookings’ in the app
Open your active booking
Scroll down and tap ‘Contact Support’
Select option 2 in the phone menu: Roadside assistance
Help with the car
The car must be reachable from a public road, a car park or a driveway. You, as the renter, need to be there to give access to the car.
On-the-spot help:
jump-starting or charging the 12V battery
help if an electric car’s battery is flat
repairing or replacing a flat tyre
unlocking the car if the keys are locked inside
Roadside assistance is arranged for an empty tank or a flat battery. Is the breakdown caused by negligence, for example because the tank is empty or the wrong fuel was used? Then we may charge you the costs.
Further transport of the car
Can’t the car be repaired at its current location and returned? Then it will be taken to the owner’s home town, a garage or another place agreed with the owner. Omocom must approve this transport in advance. The owner and the renter may not arrange it themselves.
Help for the driver and passengers
This help applies in the following situations:
the car has been stolen
after a breakdown or damage, the car can’t be repaired the same day (in the Netherlands) or within 2 days (abroad)
you can’t keep driving because of an accident or sudden illness, and none of the passengers is allowed or able to drive the car
In these cases, travel costs are covered for you as the renter, your passengers and any animals travelling with you. The trip to the return location, to your home or to another destination is covered. For another destination, the costs may not be higher than those of the trip home.
Transport must be reasonable and as affordable as possible.
Taxi costs are covered up to €150 per rental period.
You’ll be refunded your travel costs after you submit your receipts. You can email them to help.be@redion.com
Replacement car
Is no other suitable transport available? Then Omocom may approve a replacement car:
You’ll get a car up to category B (Economy/Compact). You’ll only get a larger car if it’s needed for the whole group.
You can use the car for up to 4 consecutive days.
The driver must meet the rental company’s age and driving licence requirements.
You pay any deposit, fuel or charging costs, tolls, fines, optional insurance and any excess for damage yourself. This also applies to all costs after the covered period.
Once approved, the travel costs for collecting and returning the replacement car are covered.
Not covered: transport of items that aren’t personal luggage, and costs you would have had even without the incident (such as fuel or ferry tickets).
Compensation if the rental is interrupted
Does the car have to go to a garage because of covered damage, and can’t you as the renter continue the rental because of it? Then you’ll receive €75 per day, for up to 3 days. The compensation stops as soon as the repair is finished, the car turns out to be beyond repair, or the 3 days are over.
Will I get replacement transport if the car can’t be repaired?
Our roadside assistance has a simple goal: to get you back on the road as quickly as possible. Can’t the problem be fixed on the spot? Then we’ll work with you to find a suitable solution. Depending on the situation, replacement transport can be arranged, either by public transport or a temporary rental car. Our roadside assistance team will always agree with you on what works best.