Vehicle Damage and Claims Policy

MOZO handles vehicles during pickup, transport, service, and return. If a customer believes a vehicle was damaged while in MOZO’s care, MOZO will record the concern, review available evidence, and explain its decision.

Where practical, the representative and customer should inspect the vehicle together. MOZO may take time-stamped photographs or video of visible panels, wheels, glass, relevant interior areas, odometer, fuel level, and existing marks. Keys and accessories handed over are recorded. The customer may request a copy of the handover record. Customers should remove valuables and disclose known issues that could affect safe driving or service. How we handle these records is described in our Privacy Policy.

Only authorised personnel should drive or work on the vehicle. Driving should be limited to pickup, approved service and necessary testing, and return. MOZO will document an incident discovered during its care and notify the customer promptly. The customer should have a reasonable opportunity to inspect the vehicle on return. Accepting the keys does not itself waive a claim for damage that was not reasonably visible.

Customers should email hello@mozo.care or call +91 91488 852467 as soon as practical. For visible damage, please report preferably within 24 hours of return; later reports will still be considered on their evidence and applicable legal rights. Please share the booking reference, vehicle registration, description, photographs, and when the issue was first noticed.

MOZO will acknowledge the report within 48 hours and aim to provide an initial assessment within 7 business days. More complex or insurer-related claims may take longer, with progress updates.

Where evidence shows MOZO or someone acting on its behalf caused damage while the vehicle was in its care, MOZO will propose a reasonable remedy. This may include a suitable repair, reasonable repair cost, or an applicable insurance claim. The repair provider and scope will be discussed with the customer before work begins. Each claim is assessed on its facts. MOZO is not responsible for damage shown to have existed before pickup, ordinary wear, or faults unrelated to its service or custody. Reported missing items are investigated using available handover and service records.

Refunds and other remedies follow the Cancellation and Refund Policy and the Terms and Conditions.