Reporting an Unsafe or Unsatisfactory Vehicle

You should receive a vehicle that is safe and clean. If this does not happen, your host and/or Sync will help resolve the issue.

The Vehicle Does Not Meet Legal Requirements or Is Unsafe to Drive

Carefully inspect the vehicle and take photos before departure. If you have concerns, do not complete check-in and contact your host immediately. Your host may be able to offer you another vehicle or make other arrangements. If you cannot reach an agreement, take clear photos of the vehicle's condition and upload them to the booking photos. After doing so, contact Customer Support.

Safety concerns include but are not limited to:

• Expired or missing vehicle registration
• Missing insurance card
• Missing license plate
• Broken lights
• Damaged mirrors
• Worn-out tires

The Vehicle Is Not Clean or Smells of Smoke

Carefully inspect the vehicle and take photos before departure. If you have concerns, do not complete check-in and contact Customer Support immediately so that a representative can assess the situation. Typically, we will cancel the booking and help you find another vehicle. If we are unable to find a nearby vehicle that meets your needs, we will issue a refund. You may be eligible for a full refund only if you do not complete check-in. Sync guests have a two-hour window after check-in to report an issue and remain eligible for a full refund.

The Vehicle Develops a Safety Issue During a Booking

If a general safety issue arises during the booking, inform your host. If you attempt to contact your host but do not receive a response within 30 minutes, contact Customer Support. Sync prohibits guests from making any modifications, additions, or improvements to a host’s vehicle without explicit approval from the host or Sync.