Terms of use
Plain words, because a rental agreement nobody reads protects nobody. These terms cover what Kutalok does, what it does not do, and what happens to your money.
Kutalok is a marketplace, not the rental owner
You rent from a local owner in Kuta Mandalika. Kutalok verifies those owners, holds the payment, and steps in when something goes wrong — but the vehicle, and the rental itself, are theirs.
One price, paid in full, in advance
You pay the whole booking through Kutalok before the rental starts. The owner collects nothing from you at handover — no cash, no top-up, no deposit taken by us. The payment processing fee is shown as its own line before you confirm, never folded into the rental price.
Where your money sits
Kutalok holds your payment for your booking. It is released to the owner 24 hours after you collect the vehicle, not after you return it. Report a problem inside that window and the payment stays with us until we have decided.
Cancelling
What a cancellation costs depends on how close to pickup it is, and it is always worked out against the at-risk amount on your booking — a capped share of the rental, never the full price. The exact deadlines and figure are shown on the booking itself.
At pickup
The owner checks your passport and driving licence in person, and may refuse the vehicle if you cannot produce a licence valid for it in Indonesia. Kutalok never asks you to upload those documents. Wear a helmet; ride within the law.
When something goes wrong
Report a problem from your booking within the window above. The owner is given 48 hours to respond, and we then release the payment, split it, or refund you. Owners with repeated upheld claims against them are reviewed.
Law
These terms are governed by Indonesian law, including Law 27/2022 on personal data protection and the consumer protection rules that apply to a service sold in Indonesia.