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 how you pay.
Kutalok is a marketplace, not the rental owner
You rent from a local owner in Kuta Mandalika. Kutalok verifies those owners, takes your booking, and steps in when something goes wrong — but the vehicle, and the rental itself, are theirs.
You pay the owner, in cash, at pickup
Kutalok takes no payment from you. You pay the owner the booking total shown when you booked, in cash, when the vehicle is handed over — nothing before, and nothing more for the rental. There is no booking or payment fee. A deposit, if the vehicle has one, is agreed with the owner, shown on the vehicle page before you book, and returned by the owner; Kutalok never holds it.
Cancelling
Before the pickup time, you or the owner can cancel free of charge by giving a reason, and the other is told why. After it, for a limited time shown on your booking and only until the handover is confirmed, you can still cancel from your booking: it is recorded as a late cancellation or, when the problem is the owner or the vehicle, as a report against the owner. Nothing is paid before pickup, so there is no cancellation fee and nothing to refund.
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. You and the owner each confirm the handover on your own screen, after checking that your booking codes match. Wear a helmet; ride within the law.
When something goes wrong
Report a problem from your booking from the pickup time, for the limited time shown on your booking. The owner is given 48 hours to respond. Our team then decides whether the rental happened: if it did, the booking stands; if it did not, it is cancelled and you owe nothing. Kutalok holds no money for your booking, so there is nothing for it to release or refund. 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.