Key Policies

1. Perform the relevant driver checks – driver license & IDs.

2. Utilize digital checklists in the app before and after the trip.

3. Report any event within 24 hrs of the rental completion.

1. Hold a valid driver’s license.

2. Have sufficient means to pay.

3. Report any issues truthfully to the Host and DOON at the time of the incident.

a. Booking a “car with delivery” feature

To request vehicle delivery, simply choose the "Delivery" option when booking the vehicle and provide your travel dates and delivery location. Contact the Host after booking to ensure a smooth process and avoid cancellations.

The Host or a communicated authorized representative from the Host are allowed to execute the delivery and pick-up of the vehicle in a timely manner.

b. Paying for delivery

Opting for delivery during your trip booking will include a Delivery Fee in your total Trip Cost. This fee covers both drop-off and pickup services. Payments must be made through the DOON platform.

c. What if the host is delayed in dropping or picking up the car?

If the Host fails to arrive at the designated location for the key handover at the scheduled trip start time without prior notification, the Guest should promptly message the Host via the DOON platform. Failure to respond will be treated as a no-show, and a full refund will be provided.

DOON Insurance Policy provides comprehensive commercial coverage for the car up to a maximum value of three million pesos (P3,000,000.00), including protection against damage, theft, acts of nature, extended third-party bodily injury, property damage, and personal accidents.

For more details, contact us via chat or email at customercare@doon.ph.

Key Policies

Here is a list of the requirements that a vehicle must meet to be eligible for listing on the DOON marketplace:

i. Official Receipt & Certificate of Registration

ii. License plate(s)

iii. Notarized Deed of Sale (if Host is not registered owner of vehicle)

i. Parking brake

ii. Main braking system with 25% life or more

i. Undamaged exhaust system components/muffler

ii. No visible blue or black smoke

i. Steering wheel and box

ii. Suspension/front end

iii. Springs

iv. Shocks

v. Vehicle height

i. Sound horn to test for an adequate signal

ii. The horn must be securely fastened to the vehicle

i. Windshield with no cracks; no chips in the line of sight

ii. Windshield wipers and washer in working order

iii. Windows with no cracks

iv. Tint to legal specifications

i. Engine, including all subcomponents

ii. Cooling system

iii. Lubrication system

iv. Electrical and electronic management systems

v. Transmission, including clutch, torque converter, and similar components

vi. All fluids and lubricants

vii. No check engine light, warning lights, or recalls

i. Headlight aim

ii. Headlights and rear lights working, no bulbs burned out

iii. Hazard lights, directionals/stop/reverse lights, and license plate light(s)

iv. Reflectors

v. Rearview mirror

vi. Mirrors (general)

i. Tread depth of 5mm or greater

ii. 6 years old or newer

i. No airbag warning lights or recalls

ii. No safety restraint system (SRS) or occupant classification system (OCS) warning lights or recalls

i. No hanging body panels

ii. No damage to the floor pan, cowl panel, or structural pillars

Failure to maintain your car may result in its removal from the platform. Hosts are responsible for all costs related to failing to maintain their car properly.

Vehicle misrepresentation occurs when a Host describes or displays their vehicle as having a feature it does not possess or fails to disclose any existing issues or damages.

Misrepresentation may lead to fines, loss of earnings, or removal from the DOON marketplace. Common examples include:

  • Not accurately photographing and disclosing pre-existing damages.
  • Listing features or functionalities not available on the vehicle (e.g., AWD, A/C, roof rack).
  • Providing a vehicle with inaccurate or expired registration.
  • Re-listing vehicles previously removed by DOON for policy violations.

Hosts must provide clean cars, and Guests are expected to return them in the same condition. Disputes can be resolved through the digital checklist feature in the DOON app.

Both Hosts and Guests should take multiple photos of the car's interior and exterior, using the app's digital checklist.

Photos serve as proof of the car's condition and help resolve disputes regarding cleanliness.

Cleaning fees may apply if the car is returned significantly dirtier than received. Examples include:

  • Moderate cleaning: Dirt on the car body, heavy vacuuming required, light stains.
  • Heavy cleaning: Major stains, pet hair, smoke scent, or residue.

During Rental Policies

To ensure a smooth vehicle pickup and drop-off experience, follow these steps:

i. Guests present a valid driver license to the Host.

ii. Guests inspect the car to understand how it operates.

iii. Guests optionally take a picture of the dashboard to record mileage and fuel level (optional for Host).

iv. Guests take photos of the car's interior and exterior, capturing any pre-existing damage to avoid responsibility.

i. Guests take photos of the car's mileage and fuel levels.

ii. Guests take photos of the car's interior and exterior to document its condition.

iii. Tidy up the car before drop-off.

iv. Hosts inspect the car for any damages both inside and outside.

We acknowledge that Hosts and Guests may encounter unexpected situations leading to a change in plans. To ensure fairness for everyone, we have established clear cancellation rules based on the type of booking (same day or future bookings) and the timing of the cancellation in relation to the scheduled trip.

Guests may cancel their trip through our mobile app, and the cancellation is effective immediately. The total amount refunded will depend on when the guest cancels the trip:

  • If booking request is accepted more than 72 hours from Trip Start:
    • Guest cancellation request before 72 hours from Trip Start: Full refund minus Trip Fees.
    • Guest cancellation request within 72 hours of Trip Start: Non-refundable.
  • If booking request is accepted less than 72 hours from Trip Start:
    • Guest cancellation request within 6 hours of booking: Full refund minus Trip Fees.
    • Guest cancellation request after 6 hours of booking: Non-refundable.

In certain cases, DOON may need to cancel a trip after booking to safeguard our users against fraud or for trust and safety reasons. Should this occur:

  • Both Hosts and Guests will be notified accordingly.
  • Guests will receive a full refund.
  • Hosts will generally not be eligible for earnings in these cases.

DOON reserves the right to permit certain cancellations without penalty for exceptional circumstances, solely at DOON's discretion.

We understand that Hosts and Guests may have to change plans due to unforeseen circumstances. To ensure fairness, there are specific rules for cancellation depending on the booking type (same day or future bookings) and the cancellation timing.

When Hosts rent out their car through DOON and accept a booking, it’s expected that the car will be available for the Guest. This ensures a reliable experience for Guests and avoids inconvenience.

  • It results in a negative customer experience for the Guest, requiring rebooking.
  • DOON may charge the Host an Inconvenience Fee to compensate the Guest and help them find alternative transport, amounting to the higher of:
    • The 1-day rental price of the vehicle; or
    • Three thousand pesos (P3,000).
  • The Host's account or vehicle listing may face temporary or permanent suspension based on the severity or recurrence of cancellations.

The following fees apply to bookings canceled by Hosts, including where the Hosts fails to make their car available for a booking, because he is e.g. unreachable at the time of handover. Eighty (80%) of these fees are passed on to the Guest to make up for the inconvenience.

We understand that unforeseen circumstances may require a Host to cancel a trip. However, to ensure a fair and consistent experience for Guests, we have established the following cancellation rules based on when the booking was accepted and the timing of the Host's cancellation:

  • Host cancellation request within 1 hour of booking: No charge up to 1 cancellation per month. A P1000 cancellation fee applies if cancellations exceed the allowable limit per month.
  • Host cancellation request after 1 hour of booking and more than 72 hours before Trip Start: P1000 cancellation fee.
  • Host cancellation request within 72 hours but not within 24 hours of Trip Start: P2000 cancellation fee.
  • Host cancellation request within 24 hours of Trip Start: P3000 cancellation fee.
  • Host cancellation request within 1 hour of booking: No charge up to 1 cancellation per month. A P2000 cancellation fee applies if cancellations exceed the allowable limit per month.
  • Host cancellation request after 1 hour of booking but not within 24 hours of Trip Start: P2000 cancellation fee.
  • Host cancellation request within 24 hours of Trip Start: P3000 cancellation fee.

To prevent cancellations and ensure a positive experience, Hosts are encouraged to proactively communicate with Guests if the requested vehicle is unavailable. Hosts should offer an alternative vehicle to minimize inconvenience. If no suitable alternative is available, Hosts should contact DOON to arrange alternative transportation for the Guest. Guests may also reach out to DOON for rebooking to avoid penalties or account deactivation.

In certain cases, DOON may need to cancel a trip after booking to safeguard users against fraud or for trust and safety reasons. When this occurs, both Hosts and Guests will be notified. Guests will receive a full refund, and Hosts typically will not be eligible for earnings from such trips.

Please note that in exceptional circumstances, DOON reserves the right to permit cancellations without penalties to either the Guest or the Host. Such decisions are at the sole discretion of DOON and are intended to protect the interests of all parties involved.

During check-out, it is the Guest's responsibility to ensure that the car's fuel tank is at its maximum full capacity during check-in. Both Hosts and Guests are required to take pictures of the fuel gauge at both check-in and check-out. If the Host notices any difference in the fuel level during check-out, they should promptly inform the Guest and work together to find a mutually agreeable solution for compensating the required fuel.

Additionally, Hosts have the option to contact DOON support and provide pictures of the fuel gauge before and after the trip. Reporting any fuel-related issues to DOON is the Host's responsibility and should be done within 1 hour after completing the booking or returning the vehicle. Claims submitted beyond this timeframe will not be considered valid.

Only Guests verified by DOON are allowed to book and drive a car during a DOON trip. Being a "Verified Guest" entails providing and keeping up-to-date all necessary documentation, meeting all DOON eligibility requirements, and maintaining a good standing within the DOON marketplace.

Engaging in any Prohibited Uses with a vehicle booked through DOON will result in fines, suspension, account deactivation, and will be reported to the authorities for immediate legal action, as per Philippine Law. If the Host encourages Prohibited Uses, fines and/or suspension may also be imposed. Engaging in such activities will nullify any insurance coverage for the Host and Guest for any claims related to physical damage.

  • Allowing someone who is not an Approved Driver to operate a vehicle booked via DOON.
  • Permitting the vehicle to be pushed or towed by anyone other than an authorized law enforcement or service vehicle. DOON vehicles should not be used to tow or push any object.
  • Any form of racing, testing, competing, or any reckless disregard for safety.
  • Use the car to carry persons or property "for hire" or to carry persons or property for compensation or a fee, including but not limited to taxi services, parcel, food, or grocery delivery services if the car is not PHV-enabled. However, you may use the car for business purposes such as attending meetings and carrying associated materials.
  • Unless a trip has been booked, using vehicles without reservation or outside your trip time constitutes unauthorized use.
  • Commission of a crime or any illegal activity or purpose.
  • Transporting any flammable or any hazardous substances.
  • Driving under the influence of alcohol above the legal limit.
  • Any drug or medication under the effects of which the operation of a vehicle is prohibited.
  • Loading the vehicle beyond its rated capacity or with more passengers than the vehicle has seat belts.
  • Driving without a valid license or if you do not meet our Eligibility Requirements.
  • Making any alterations, additions or improvements to the vehicle.
  • Transporting animals without the Host’s explicit consent.
  • Smoking in the car.
  • Fueling the vehicle with the incorrect fuel.
  • Leaving the vehicle unattended while it is running or with the keys in the vehicle.

DOON will charge a P3000 Admin fee to the Guest per prohibited use violation in addition to the fine for violation depending on the nature of the same. The fine shall be determined by appropriate authorities or DOON at its discretion.

During check-out, it is the Guest's responsibility to ensure that the car's fuel tank is at its maximum full capacity during check-in. Both Hosts and Guests are required to take pictures of the fuel gauge at both check-in and check-out. If the Host notices any difference in the fuel level during check-out, they should promptly inform the Guest and work together to find a mutually agreeable solution for compensating the required fuel.

Additionally, Hosts have the option to contact DOON support and provide pictures of the fuel gauge before and after the trip. Reporting any fuel-related issues to DOON is the Host's responsibility and should be done within 1 hour after completing the booking or returning the vehicle. Claims submitted beyond this timeframe will not be considered valid.

Only Guests verified by DOON are allowed to book and drive a car during a DOON trip. Being a "Verified Guest" entails providing and keeping up-to-date all necessary documentation, meeting all DOON eligibility requirements, and maintaining a good standing within the DOON marketplace.

Engaging in any Prohibited Uses with a vehicle booked through DOON will result in fines, suspension, account deactivation, and will be reported to the authorities for immediate legal action, as per Philippine Law. If the Host encourages Prohibited Uses, fines and/or suspension may also be imposed. Engaging in such activities will nullify any insurance coverage for the Host and Guest for any claims related to physical damage.

  • Allowing someone who is not an Approved Driver to operate a vehicle booked via DOON.
  • Permitting the vehicle to be pushed or towed by anyone other than an authorized law enforcement or service vehicle. DOON vehicles should not be used to tow or push any object.
  • Any form of racing, testing, competing, or any reckless disregard for safety.
  • Use the car to carry persons or property "for hire" or to carry persons or property for compensation or a fee, including but not limited to taxi services, parcel, food, or grocery delivery services if the car is not PHV-enabled. However, you may use the car for business purposes such as attending meetings and carrying associated materials.
  • Unless a trip has been booked, using vehicles without reservation or outside your trip time constitutes unauthorized use.
  • Commission of a crime or any illegal activity or purpose.
  • Transporting any flammable or any hazardous substances.
  • Driving under the influence of alcohol above the legal limit.
  • Any drug or medication under the effects of which the operation of a vehicle is prohibited.
  • Loading the vehicle beyond its rated capacity or with more passengers than the vehicle has seat belts.
  • Driving without a valid license or if you do not meet our Eligibility Requirements.
  • Making any alterations, additions or improvements to the vehicle.
  • Transporting animals without the Host’s explicit consent.
  • Smoking in the car.
  • Fueling the vehicle with the incorrect fuel.
  • Leaving the vehicle unattended while it is running or with the keys in the vehicle.

DOON will charge a P3000 Admin fee to the Guest per prohibited use violation in addition to the fine for violation depending on the nature of the same. The fine shall be determined by appropriate authorities or DOON at its discretion.

Hosts rely on guests to return the car at the originally scheduled time, as any delay can cause significant inconvenience and stress for the host and future guests.

To offer flexibility, DOON provides a grace period of 1 hour after returning time to all guests. For example, if the car was supposed to be dropped off at 6pm and, for some unavoidable reason, the guest is not able to return it by 6pm, they will not be charged any late return fee until 7:00pm. Beyond the grace period, a Late Return fee of one thousand pesos (P1000) per hour will be charged. Eighty percent (80%) of the late return fee will be paid out to the host.

In the event of very substantial lateness, additional fines may be assessed at the sole discretion of DOON. If it is unclear when the guest will return the car, DOON could decide to pick up the car and return it to the Host. A minimum of seven thousand five hundred pesos (P7500) repossession fee will be charged. This amount can vary depending on the location of the vehicle.

To avoid penalties, guests should contact the Host in advance if they need an extension, especially if another guest expects to pick up the vehicle afterward. Hosts may allow an extension with additional payment based on hours required or a minimum of 24 hours, treated as a new booking, subject to Host approval.

  • They must contact DOON within 24 hours of the scheduled end of the trip, providing the Guest's name and the return time.
  • Guests disputing the timing should provide evidence of the actual return time.

Proof of late returns will be determined solely by DOON based on platform pick-up and drop-off times.

If the vehicle is not returned 4 hours after the scheduled return time without proper communication to the Host, Guests will be charged the price set in the marketplace.

If the vehicle is not returned 8 hours after the scheduled return time without proper communication to the Host, it will be reported to the authorities as a theft case.

Hosts have the discretion to determine whether a car allows unlimited mileage within an agreed travel destination. To provide clarity to Guests, Hosts should set this information in the rules per vehicle listing, enabling guests to determine if unlimited mileage is possible.

Interisland Travel, where the car is carried on a ship to visit a specific island, is strictly prohibited under the terms and conditions. Unauthorized inter-island trips may result in penalties, including additional mileage charges, inter-island travel fees, and other relevant costs incurred during the unauthorized journey.

To prevent misunderstandings, Guests should accurately communicate their travel plans to the Host after the booking process, ensuring compliance with the designated travel destination.

Furthermore, Guests are reminded to adhere to all local laws and regulations, including speed limits and traffic rules, throughout their rental period.

By adhering to this mileage policy, guests can enjoy the convenience of unlimited mileage within the agreed travel destination while also respecting the restrictions on inter-island travel to uphold the integrity of the rental terms.

Guests are responsible for any traffic tickets incurred during their trip.

If you inform us in advance that you will handle the ticket, no extra fees will be charged. However, if the ticket is received from the host, the credit card used for the trip will be immediately charged for the ticket amount. In such cases, an administration fee may also apply.

If you receive a ticket for a moving violation that will add points to the host's license, the host may contact us to transfer liability for the ticket to you. If this occurs, we will inform you and provide the necessary information to the ticketing agency for the transfer. If the ticket requires notarization, we may need to share some personal information with your host so they can complete the notarization and transfer process. Rest assured, we will notify you in such situations. However, outside of this specific circumstance, we will not share any of your personal information with the host.

DOON is committed to providing the highest quality service to its members. If you have a grievance or complaint, we encourage you to contact us so that we can work to resolve the issue as quickly and effectively as possible. If you have a complaint, please email customercare@doon.ph.

DOON will give its users 3 hours after trip completion to file a complaint. If no complaints are received within the 3-hour time frame, we will consider the trip completed and shall be deemed as without any issue or grievance from either party.

Your written complaint should include a detailed description of the issue, as well as any relevant supporting documentation (photos, timelines, etc.).

DOON will review your complaint and provide a response within 30 days.