This article explains how and when to raise a dispute if there’s an issue with a trip—such as damage, cleanliness, missing fuel, or other violations.
This guide is intended for:
Guests or hosts involved in trips with a physical handover.
Guests or hosts using Drive mate Go (keyless access) for their trip.
Dispute Timeframes
You must raise your dispute within the following time limits:
For Physical Handover Trips:
Disputes must be raised within 24 hours after the trip ends.
For Drive mate Go Trips (Keyless Access):
Disputes can be raised within 30 days of the trip’s completion.
How to Raise a Dispute
For Trips with Physical Handover
You have two options:
Option 1: Raise a dispute at drop-off
Do not confirm the trip drop-off in the app.
Instead, tap the “Dispute” button.
Submit the details of your concern through the form provided.
Option 2: Raise a dispute after confirming drop-off
Confirm the trip as usual.
Contact Drive lah support within 24 hours by:
Email
Live Chat
Phone
Note: Disputes raised after 24 hours may not be accepted for physical handover trips.
For Drive mate Go Trips (Keyless Access)
You have up to 30 days after the trip ends to raise a dispute.
Contact Drive lah support by email, chat, or phone.
Be ready to provide:
The trip ID
Vehicle registration number
A detailed description of the issue
Any relevant photos or documents
After You Raise a Dispute
Once your dispute is submitted:
Our support team will review your case.
You may be asked for additional evidence or clarification.
You’ll receive updates via email or in-app notifications.