Question 1

How does ID verification work?

Accepted Answer

Every owner and renter uploads a government-issued driving licence or Aadhaar, plus a live selfie, before they can list or ride.

Our team matches the selfie against the ID document. Only accounts that pass show the green 'Verified' badge on their profile and listings.

Your ID documents are stored privately. They are never shown to the other party — they are on record with ChaloWheels and are produced only to law enforcement or in a genuine dispute.

Question 2

Who collects the rental amount and the security deposit?

Accepted Answer

Booking through ChaloWheels is free. The rental amount and the security deposit are both collected by the owner directly from the renter in person at pickup — cash or UPI, outside the app. The owner returns the deposit to the renter at drop-off, once the vehicle is confirmed to be in good condition. ChaloWheels does not hold, process or escrow this money. The payment is an agreement between the owner and the renter — backed by verified IDs on file, the digital rental agreement, and the photo record of the handover. Because we never hold the money, we cannot force a refund. Always agree the amount in chat before pickup, and count the deposit back at drop-off.

Question 3

What is the digital rental agreement?

Accepted Answer

Before a booking request is sent, the renter must accept a short agreement confirming that their verified identity is on file, and that they are financially and legally liable for any damage to the vehicle or failure to return it — beyond the deposit amount collected by the owner. The acceptance is stored with the renter's user ID, the booking ID and a timestamp, so it can be produced later if there is ever a dispute.

Question 4

Why are pickup and drop-off photos mandatory?

Accepted Answer

After an owner approves a request, both the owner and the renter must upload 3–4 photos of the vehicle at the moment of physical handover — exterior, odometer where relevant, and any existing damage. The ride cannot be marked ongoing until both sides have done this. The same is repeated at drop-off before the booking can be completed. Both parties (and our support team, if a dispute is raised) can see a side-by-side pickup vs. drop-off view, with who uploaded each photo and when. This is the fastest, fairest way to settle 'this scratch was already there' arguments.

Question 5

What happens if a vehicle is damaged or not returned?

Accepted Answer

Damage: the owner raises a dispute at return instead of confirming it. The pickup vs. drop-off photos, the chat history and the signed agreement are reviewed by our support team, who help both sides reach a settlement. The deposit collected by the owner is normally applied first; the agreement makes the renter liable for costs beyond it. Non-return: failure to return a vehicle as agreed is a criminal offence under Indian law. The renter's verified ID and Aadhaar details are on record with ChaloWheels for every booking and are provided to the police on a valid complaint, along with booking, agreement and handover records.

Question 6

How are disputes handled?

Accepted Answer

At return, the owner can either confirm the vehicle came back fine or raise a dispute with a reason. Raising a dispute freezes the booking and sends it to our support team. Support reviews the handover photos, chat, agreement and both accounts' history, then contacts both parties. Most cases close within 48 hours. You can also report a problem any time from the booking chat, or email support@chalowheels.com with your booking ID.

Question 7

Is my phone number private?

Accepted Answer

Your phone number is never shown on public listings or search results. It is shared with the other party only after a booking request is confirmed, so you can coordinate pickup and drop-off by call. Until then, use the in-app chat, which is stored with the booking. Owners' exact addresses are also only revealed once a booking is confirmed — listings show approximate location only.

How ChaloWheels keeps rentals safe