Version v2026.10.4 · applies to bookings made from 2026-10-13. The purpose of this document is that any deduction for damage is supported by photos, a calculation and your opportunity to object. The periods in section 3 are our contractual periods, not periods set by law.
1. Handover record
1.1. Before the keys are handed over we record together with you: the date, time and place; the car (registration number, VIN); photos or video of all sides of the body, the glass, wheels, rims, tyres, interior, boot and — as far as accessible in an ordinary inspection — the underbody; the odometer reading; the fuel or charge level; existing damage (on the body diagram); the number of keys, the presence of a spare key, registration documents, first-aid kit and accessories; the name of the staff member and the way you confirm. Each photo is kept as the original file with its time of capture, a link to the record and a checksum.
1.2. Fuel and charge. The level is written in the record. The rule depends on the option chosen at booking: (a) the option "Fuel: return at any level" was chosen — return at any level, no extra charge; (b) the option was not chosen — return with a level not lower than that stated in the handover record; if lower, you pay the actual cost of the missing fuel or energy and a refuelling fee disclosed in advance (if such a service exists). For electric cars, charger availability and the margin of error in readings are taken into account.
1.3. You confirm the record on screen or write objections line by line. A copy of the record (PDF and photos) is sent to your e-mail and to your personal account.
1.4. Damage recorded in the handover record is not charged to the Renter. If you do not agree with the record: we may offer another car; if the car has undeclared damage or the parties cannot reliably record its condition — a full refund of everything paid (General Terms, cl. 1.3); if there is no damage and you simply refuse — cancellation under the rules of the document "Booking, Payment, Cancellation and Refunds" (by time before handover).
2. Return record
2.1. On return we take the same photos in the same order, in your presence (unless you decline), and compare them with the handover record. Automatic photo comparison can only flag a discrepancy; the decision is made by a staff member.
2.2. Remote return (General Terms, cl. 3.3). You must take photos and video according to the checklist; the time of return is the time the checklist is completed and the keys are handed over; from that moment late-return charges and your risk stop. We inspect the car no later than 12 hours after the return — this is VinRent's inspection period, not a continuation of your responsibility. Damage discovered later we claim only if we can prove it arose before the return (comparison with your photos and the handover record).
2.3. Hidden damage (which cannot be seen in an ordinary inspection, for example the underbody or internal components): we claim it only if we discovered it within 7 days after the return and can show a link to your rental (expert examination; mileage and GPS data — under the rules of the Privacy and Telematics Policy). Such claims are not made later.
2.4. If you refuse to sign the record: the refusal is recorded and you receive a copy of all the materials; a record drawn up by one party is not in itself treated as indisputable evidence.
3. The damage file
3.1. Procedure.
| Step | What we do | Period | |---|---|---| | 1 | Initial inspection and marking of presumably new damage, with photos and comparison with the handover record | on return or by the remote-return period | | 2 | A staff member checks and separates normal wear and tear from damage | within the same period | | 3 | We notify you of visible damage | within 24 hours after the inspection | | 4 | Initial calculation: a workshop estimate or invoice; if impossible — an independent calculation or the market price | up to 7 calendar days | | 5 | Written notice: photos, records, an itemised calculation, the plan and the limit | together with the calculation | | 6 | Your objections and evidence | not less than 7 calendar days from receipt of the notice | | 7 | Review of objections, a reasoned reply | no more than 7 working days | | 8 | The undisputed balance of the deposit is refunded within your plan's period, regardless of the dispute | 30 / 10 / 5 calendar days |
3.2. The disputed part of the deposit. Where there is a specific claim supported by records, photos and a calculation, VinRent may temporarily reserve the amount of that claim — no more than the amount of the deposit and only to the extent the contract and the law allow. You receive a notice (amount, ground, evidence, start date and latest end date of the reserve) and may object. If there is not enough evidence, the reserved amount is refunded. The reserve may not be kept for more than 60 calendar days after the notice: by that date we either refund the amount or apply to a competent body and notify you.
3.3. There is no "large amount" threshold: any claim, even for 500 000 ₫, must be supported by evidence. For a dispute over 10 000 000 ₫ we offer an independent expert examination.
4. How we calculate damage
4.1. Normal wear and tear is not damage: micro-scratches, fading of plastic, natural wear of tyres and brakes — what would arise with ordinary mileage over such a period.
4.2. Calculation method, in order:
- We determine which damage is new and whether it is linked to the period of your rental.
- We exclude normal wear and tear and previously existing defects.
- We calculate the economically justified cost of restoration (a workshop invoice or estimate, or market prices in Nha Trang), and in the case of total loss — the actual value of the car immediately before the event, taking residual value into account.
- We exclude any improvement of the car at your expense and duplicated work.
- We deduct actual compensation from third parties or from the car's insurer (if any).
- We apply the protection plan chosen (VinRent waives part of its claims up to the plan limit) and only after that determine the amount of your liability.
Example (Basic). The confirmed damage after steps 1–5 is 70 million ₫. VinRent waives 50 million (the Basic limit). You are liable for 20 million. Only the justified amount can be set off against the deposit (5 million) under the procedure in section 3; the remaining 15 million, if the claim is lawful, is claimed separately. The deposit is not the limit of your liability, and its size does not determine the amount of damage.
4.3. Vehicle downtime. We do not charge downtime automatically at the daily rate. (a) If the damage is one to which the chosen protection plan applies — downtime is not recovered from you, including where the damage exceeded the plan limit. (b) If the damage is not one to which the plan applies, or there is no plan — only documented loss of income for a justified repair period: for each confirmed day, not more than the daily rate of your booking (without options and tax), and for not more than 14 days in total. Repair delays caused by us are not included; the same downtime is not recovered twice.
4.4. Smoking and animals. Your liability is professional cleaning and repair at documented cost (downtime — under cl. 4.3). The protection plan does not apply to this. Photos and video are considered together with other evidence; you are entitled to dispute the fact of the breach, the causal link and the amount of costs, and to present explanations and evidence. Odour cannot be reliably proven by photo, so a staff record describing the circumstances and confirmation from a professional cleaning service (a job order or receipt) are required.
4.5. Option "Return without washing". If it is chosen, we do not charge for ordinary washing and cleaning. The option does not extend to smoking, animals, heavy stains and odours (cl. 4.4).
4.6. Dirty return. The car is returned washed. If significant road dirt is recorded at return (photo in the record) and the option "Return without washing" was not chosen, a dirty-return fee disclosed in advance is charged — twice the price of the "Return without washing" option (600,000 ₫ on the date of this version); it is shown before booking. Ordinary road dust and dirt arising from normal use are not in themselves damage. The fee does not replace a professional-cleaning calculation for smoking, animals and persistent stains (cl. 4.4): two amounts are not charged for the same work.
4.7. Car keys and documents: the cost of restoration according to documents. Replacing a modern key may include programming, re-pairing and sometimes replacing locks; cost guidelines for each class of car are given in the price list before booking.
4.8. The calculation is always attached to the notice, line by line.
5. The evidence we keep
Original photos and video without overwriting; the time of capture and the time of upload, the rental identifier, who uploaded (staff member or customer); versions of the records and the history of corrections; the history of notices, objections and confirmation that you received the documents; the checksum of each file. Retention periods, access and deletion are in the Privacy and Telematics Policy. While a dispute is ongoing, the materials on that case are not deleted, but access to them is restricted to those taking part in the review.