Q: I picked up my rental and the fuel tank is low — what should I do?
If another vehicle with adequate fuel is available at the same station, please end your current rental and start a new one on that vehicle instead. If no other available vehicle, go ahead and refuel — we'll reimburse you for it.
Just submit a claim via Submit a Request with your rental details, fuel receipt, and before/after photos of your dashboard (fuel gauge and odometer). Our team will review your vehicle's data as part of the claim and respond within 1 to 3 working day(s).
You'll also receive a customer care voucher credited to your Flexar account, based on how much fuel you topped up:
- Just enough to complete your trip → $5 customer care voucher
- $100 or more → $10 customer care voucher
Q: I noticed the fuel level drop suddenly during my trip and I've already topped up — can I get reimbursed?
Yes — submit a claim via Submit a Request with your rental details, fuel receipt, and before/after photos of your dashboard (fuel gauge and odometer). Our team will review your vehicle's data as part of the claim and respond within 1 working day.
You'll also receive a customer care voucher credited to your Flexar account, based on how much fuel you topped up:
- Just enough to complete your trip → $5 customer care voucher
- $100 or more → $10 customer care voucher
Q: I ran the tank low myself during normal driving — will I be reimbursed?
No. Keeping the vehicle fueled during your rental is your responsibility, so top-ups from your own driving aren't reimbursed.
Q: I topped up fuel even though it wasn't required — can I still claim it back?
Yes — if you'd like to top up proactively, keep your receipt and dashboard photos (before/after) and Submit a Request. You'll be reimbursed for the fuel cost, plus a customer care voucher credited to your Flexar account, based on how much fuel you topped up:
- Just enough to complete your trip → $5 customer care voucher
- $100 or more → $10 customer care voucher
Q: Where can I refuel to be eligible for reimbursement?
Only fuel purchased at the approved stations is eligible: SPC, Caltex, Shell, Esso, City Energy, or Sinopec, using the correct fuel type for your vehicle (diesel or unleaded 95).
Q: Which petrol should I top up?
Only the Renault Grand Scenic (7-Seater) runs on diesel. All other Flexar vehicles use unleaded 95.
Q: What do I need to submit with my claim?
- Rental ID / vehicle plate number
- Fuel receipt
- Before and after photos of the dashboard (fuel gauge and odometer)
Q: How long does it take to hear back?
We aim to respond within 1 - 3 working day(s) of your submission.
Q: I already submitted a claim — how do I check on it?
Contact us via live chat with your Rental ID or the email used on your submission, and we'll confirm the status.