Emergency Roadside Assistance
We don't like to think about accidents, medical emergencies, or thefts, especially when we're on a vacation or business trip. But sometimes, these things happen, even when you’re being cautious. It’s important to know how to handle yourself in such situations.
Tarlen provides 24/7 roadside assistance for accidents, medical emergencies, mechanical breakdowns, and other issues during your trip.
If you need assistance, contact us at 021 003 3206 or [email protected] to report the incident and get help.
Reporting an accident
If you’re in an accident and there are third parties involved, make sure you collect the following details.
Driver’s full names
Address, email, and mobile number
Vehicle information (make, model, and registration number)
A description of the vehicle involved
Insurance provider information, if possible
It’s also recommended to take photos of the damages to help with insurance claims. Make sure to note down as much information as you can.
The next step is to report the accident to the police and share the report details with us. We might request for a copy of the police report.
Reporting a breakdown
Mechanical faults are a part of life, if a vehicle you’re driving breaks down and won’t start, immediately contact your Host in the app and let them know and then contact Tarlen. We’ll get assistance to you as quickly as possible. When you get in contact with Tarlen, provide your location, the problem you’re facing and wait for us to dispatch help to you.
Mechanical faults can happen. If the vehicle you’re driving breaks down and won’t start, follow these steps:
Immediately contact your Host through the app and inform them of the situation.
Then, contact Tarlen for assistance.
When contacting us, provide your location, the issue you’re facing, and any other relevant details.
We’ll dispatch help to you as quickly as possible to resolve the issuer help you book a similar vehicle if you need one to continue your trip.
We’ll dispatch help to you as quickly as possible to resolve the issue.
Your responsibility
Theft and damages are unfortunate, but as a Guest, you’re responsible for damages up to your protection cover’s liability amount whether the damage was your fault or not.
Your protection cover helps you reduce and limit the amount you have to pay when your rental is damaged during the trip.
When there's an accident or breakdown:
You are responsible for the vehicle until roadside assistance arrives.
Do not leave the vehicle until you’ve handed the keys over to the dispatched assistance. Leaving before assistance arrives may result in a fee.
If the incident is caused by negligence, unauthorized or prohibited use, intentional damage, or misuse of the vehicle:
Your insurance will be voided.
You will be responsible for the full amount of the damage.
Tarlen reserves the right to suspend or remove you from the platform.
Learn more about Tarlen prohibited use.