Rental Policies & Terms — GoBike Phu Quoc

Please review these terms before renting. Our policies are designed to be fair, transparent, and straightforward. By accepting the motorbike at delivery, you agree to these conditions. If anything is unclear, ask our courier at handover or message us on WhatsApp — we are happy to explain in plain language.

1. Age Requirement

The minimum age for renting a motorbike from GoBike Phu Quoc is 18 years old. This aligns with Vietnamese law, which prohibits persons under 18 from operating motor vehicles on public roads. We verify age using your passport at the time of delivery. There is no maximum age limit — riders of all ages above 18 are welcome, provided they feel physically comfortable and confident operating a scooter.

2. Identification & Documentation

The only document required is your passport. At the time of delivery, our courier will take one photograph of your passport's first page (the page containing your photograph and personal details) using their mobile phone. This image serves as identification for the duration of your rental. It is stored securely on our encrypted device and is permanently deleted the moment you return the motorbike — no copies are made, no data is transmitted to third parties, and no information is retained after the rental concludes. Your original passport remains in your possession at all times throughout the rental period.

While we strongly recommend obtaining an International Driving Permit (IDP) category A before your trip to Vietnam, it is not a requirement for renting from GoBike. However, please be aware that riding without a valid IDP may result in police fines (500,000-1,000,000 VND) and could affect your travel insurance coverage for motorbike-related incidents. See our Safety Guide for detailed information on license requirements.

3. Deposit Policy

GoBike Phu Quoc does not require any form of financial deposit. We do not ask for a cash deposit, credit card hold, pre-authorization, or any other form of monetary guarantee. We also never hold your physical passport, driver's license, or any other original document as collateral. The passport photograph described in Section 2 is the sole security measure we employ. This trust-based approach has been in place since our founding in 2020 and has served over 3,000 customers across 40+ countries without a single significant incident. We believe treating customers with respect and trust produces better outcomes than demanding financial collateral.

4. Damage Responsibility

As the renter, you are responsible for the condition of the motorbike during your rental period. Our damage policy is structured to be fair and proportional:

• Normal wear and tear — No charge. Minor scuffs from parking, light scratches from normal riding on sandy or gravel roads, and general cosmetic wear that occurs during normal use is completely expected and does not incur any cost. We understand that motorbikes on a tropical island will accumulate minor blemishes — this is factored into our business model.
• Moderate damage — Repair cost only. Damage beyond normal wear, such as broken mirrors, cracked body panels, damaged turn signals, bent kickstands, or torn seats resulting from drops, collisions, or misuse, will be charged at the actual cost of parts and labor needed for repair. We do not inflate repair costs or charge arbitrary "damage fees." If repair is needed, we will show you the damaged parts, explain what needs to be replaced, and provide a clear breakdown of the cost before any payment is requested.
• Total loss or theft — Full replacement value. In the extremely rare event that the motorbike is stolen, destroyed, or damaged beyond economical repair, the renter is responsible for the full replacement value of the bike. This amount varies by model — for example, approximately 30,000,000-45,000,000 VND ($1,200-$1,800) for a Honda Vision, depending on the specific model year. We strongly recommend that all renters carry travel insurance that includes motorbike coverage to protect against this unlikely but significant financial risk.

5. Fuel Policy

Every motorbike is delivered with approximately one liter of fuel pre-filled in the tank — enough for 55-75 kilometers of riding depending on the model. Upon return, we ask that you return the bike with approximately the same fuel level (roughly one liter or more remaining). We do not require a full tank. If the bike is returned with an empty or near-empty tank, a refueling charge of 50,000 VND ($2) applies to cover the cost of refueling before the next rental. Fuel on Phu Quoc costs approximately 25,000 VND ($1) per liter at official gas stations. We do not profit from the refueling charge — it covers our actual cost plus the time needed to ride to a gas station.

6. Late Return Policy

The agreed return time is established at the time of booking. We understand that travel plans sometimes shift unexpectedly, and our late return policy reflects this:

• Up to 1 hour late: No charge. We build a one-hour buffer into every rental because we know traffic, last-minute beach stops, and scheduling adjustments happen.
• 1-6 hours late: A surcharge of 50,000 VND ($2) per hour applies. This is significantly less than a full day's rate and is designed to be fair rather than punitive.
• More than 6 hours late: A full additional day's rental is charged at the standard daily rate for your bike model.

Important: If you know you will be late, please notify us via WhatsApp as early as possible. Communication helps us avoid applying any unnecessary charges. In many cases, if you let us know in advance, we can adjust the return time at no extra cost. We only apply late fees when bikes are returned late without prior notice, as this affects our ability to prepare the bike for the next customer.

7. Cancellation Policy

Our cancellation policy is designed to be flexible and customer-friendly:

• 24+ hours before scheduled delivery: Free cancellation with no charge or penalty whatsoever. If you made any advance payment (rare, but occasionally requested for peak-season holds), it is refunded in full.
• Less than 24 hours before delivery: Please contact us via WhatsApp as soon as possible. We handle late cancellations on a case-by-case basis. In most situations — especially if you give us a few hours' notice — there is no charge. We only apply a cancellation fee if the bike has already been physically dispatched to your delivery location.
• No-show: If you do not appear at the delivery location and do not contact us within 2 hours of the scheduled delivery time, the booking is automatically cancelled. No charge is applied unless we had already dispatched the bike.

8. Insurance Terms

Every GoBike motorbike is covered by Vietnamese mandatory third-party liability insurance, included at no additional cost with your rental. This insurance provides the following coverage:

We strongly recommend that all renters purchase comprehensive travel medical insurance with explicit motorbike coverage before traveling to Vietnam. Such policies are widely available from international providers for $1-3 per day and provide essential protection for hospitalization, emergency medical treatment, and medical evacuation costs that are not covered by the bike's third-party insurance.

9. Prohibited Actions

The following activities are strictly prohibited during your rental period. Violation of these rules may result in immediate termination of the rental agreement, forfeiture of any remaining rental period, and financial liability for resulting damage:

• Riding under the influence of alcohol or drugs. Vietnam enforces a strict zero blood-alcohol limit (0.0 BAC). Any amount of alcohol is illegal while operating a motor vehicle. Fines start at 7,000,000 VND ($280) with bike confiscation. Insurance coverage is voided for any incident occurring while intoxicated.
• Off-road riding. Our motorbikes are designed for paved and light unpaved roads. Riding on beaches, through deep mud, in rivers or streams, or on construction sites is prohibited as it causes damage that is not covered by normal wear and tear.
• Racing or reckless riding. Participating in organized or informal races, intentional wheelies, stunt riding, or deliberately exceeding speed limits is prohibited.
• Subletting to third parties. The rented motorbike may only be operated by the person named in the rental agreement (the passport holder who signed at delivery). Lending, subletting, or sharing the bike with other riders who are not on the agreement is not permitted.
• Removing the bike from Phu Quoc Island. The motorbike must remain on Phu Quoc Island at all times during the rental period. Taking the bike on a ferry to the mainland or to other islands is prohibited, as our insurance and registration are island-specific.
• Unauthorized modifications or repairs. Do not attempt to modify, alter, or repair the motorbike yourself or at a third-party mechanic without our prior written consent. If the bike develops any issue, call our 24/7 hotline and we will arrange free professional repair or a replacement.

10. Roadside Assistance & Technical Support

Every GoBike rental includes unlimited 24/7 roadside assistance at no additional cost. If your motorbike develops any mechanical issue during the rental — flat tire, dead battery, electrical fault, engine problem, or any other technical difficulty — call our hotline at +84 94 852 31 39 or message us on WhatsApp. Our response protocol is as follows:

• Response time: Our mechanic arrives at your location within 30-60 minutes, depending on your position on the island. Central Duong Dong and Long Beach: 15-30 minutes. Remote areas like Ganh Dau or An Thoi: 40-60 minutes.
• Repair cost: If the issue is a mechanical fault not caused by rider damage or misuse, the repair is completely free. This includes flat tires from road debris, battery failures, starter motor issues, electrical faults, and general wear-related breakdowns.
• Replacement bike: If the bike cannot be repaired at your location within 30 minutes, we will deliver a free replacement bike and tow the original to our workshop. Your rental continues uninterrupted with no downtime charge.
• Communication: Our hotline and WhatsApp support are staffed by English, Russian, and Vietnamese speakers 24 hours a day, 7 days a week, including all holidays. You are never more than a phone call away from help.