Arranging deliveries

Our Guests and Hosts alike love the convenience of getting their cars delivered and picked up to/from their doorstep. So much so that, over 80% of our bookings require delivery. Naturally, we have 3 ways for the cars to be delivered.

---

1. HOST SELF DELIVERY

To bring yourself closer to becoming a Superhost, we absolutely encourage our Hosts to self-deliver cars to their Guests.

Now you must be wondering: How much can I earn if I self-deliver my cars? Refer to the table below.

How do I calculate my self-delivery earnings?

Example: 14KM per trip

Base Fee: RM5

Distance traveled: 14KM x RM0.75 = RM10.50

Total: RM15.50*

*Subject to Service Tax

I’m interested in self-delivering! What do I have to do next?

1. When you receive a new booking request, tap the booking card.

2. There are 2 options, Delivery agent or Self-deliver for both Deliver (to the Guest) and Return (collect from the Guest).

3. You can choose to Self-deliver for Deliver and Return or either one. For simplicity’s sake, we’ll refer to both Deliver (Host > Guest) and Return (Guest > Host) as Delivery.

4. When delivering the car, you can keep your Guest updated by informing them at least 1-2 hours before the booking starts.

5. On the app, you’ll be able to update the delivery status or progress by tapping “Start”. The Guest will be able to view that status as well such as “Your Host will be picking up the car” or “Your Host is on the way to pick up the car”.

6. Under Your earnings section, you’ll see that the Self-Delivery Incentive is added as well. Do note that although the app is showing the total, you’ll still receive 2 separate payment advice.

Important note:

• Fuel and toll charges incurred during self-delivery are to be borne by Hosts.

• Earn double the incentive (based on distance traveled) when you perform self-delivery for both drop-off and pick-up!

What are the benefits of self-delivering your car?

---

2. TREVO DELIVERS

A convenient way to get your car delivered is by opting for our delivery service.

TREVO Delivery is a service we provide to all Hosts for all their bookings using our own delivery partners. This service includes basic cleaning and inspection of cars. Our trusted delivery partner also helps Guests to conduct the inspection on their behalf in order to ensure a safe trip for everyone.

To find out if your Guest opted and paid for delivery and/or pick up, check the booking page for the details.

When a booking with delivery is accepted by the Host, the arrangements will be made automatically. You can track the delivery status on the booking page.

If you did not receive any update on the delivery arrangement, it could be due to these reasons:

• The delivery agent will only be assigned within 12 hours from the booking start time, or

• Delivery/pick-up address is not within the coverage area, or

• The Guest did not opt-in for delivery and/or pick-up, or

• Booking start/end time is not within delivery hours

If all the above requirements are met and you did not receive any update for delivery arrangement, please contact us via the in-app live chat (TREVO App > Account > Live Chat).

TREVO Delivery FAQs​

• What is the delivery operation hours?

  Update:

  From 7 March 2023, the delivery hours will be revised to 7 AM - 11 PM.

  Host

  • First Pick-Up from Host: 7 AM

  • Last Pick-Up from Host: 9 PM

  • Last Drop-off to Host: 11 PM

  Guest

  • First Drop-Off to Guest: 8 AM

  • Last Pick-Up from Guest: 10 PM

  • Last Drop-Off to Guest: 10 PM

• What if the drop-off and pick-up locations are not within the coverage area?

  If your drop-off and pick-up location are not within the coverage, please discuss with your Guest on a separate location that is within our coverage area to ensure smooth delivery of the car by our TREVO delivery team.

• My Guest wants to change their booking details. What should I do?

  That’s fine! However, please take note that any amendments to the booking details such as drop-off/pick-up location and timing should be made 3 hours before the booking start time by the Guest.

• Is there anything else I need to remind my Guest?

  Your Guest will need to provide verification, such as their IC, to the Custodian. If someone else is picking up the car on behalf of the Guest, please tell them to provide you with their details so that you can inform TREVO. The Custodian will ask for verification of the individual upon delivering the car to the drop-off location.

• Areas covered for delivery

  We deliver within areas in Klang Valley (including KLIA 1 and 2) Penang, Kota Kinabalu, Johor Bahru, Ipoh, Langkawi, and Seremban.

• TREVO Delivery fees (charged to the Guest)

  • 0.01 - 10 km: RM 5.00

  • 10.1 - 20 km: RM 7.50

  • 20.1 - 30 km: RM 10.00

  • 30.01 - 65 km: RM25.00

  The maximum delivery mileage (end-to-end) is 65 km.

• When is the earliest time that I can get the car delivered to the Guest?

  The earliest time the car can be collected from the Host is at 9 AM. Therefore, your Guest will receive the car by 10 AM depending on the distance and traffic.

• When is the latest time that I can get the car delivered from the Guest?

  The latest time the car can be collected from the Guest is at 10 PM. Therefore, you will get your car back by 11 PM depending on the distance and traffic conditions.

  Disclaimer: We estimate that the delivery will take 1 to 1.5 hours depending on the distance. Do expect some delays due to traffic and road conditions. KLIA and KLIA2 require 1.5 hour delivery time.

• Changing the pickup time and/or location

  In order to ensure a seamless delivery, we ask for Hosts to commit to a time and location.

  All changes for delivery must be made at least 3 hours for the same day before the pickup time (this is not applicable to deliveries made at 8 am).

  Any request for changes to the booking made within 3 hours of the pick up time will not be entertained.

  Please make sure your request to change pickup/drop-off is at least 3 hours before the vehicle pick-up/delivery time.

• How will I know if the delivery has been arranged?

  You can view the delivery status updates on the booking page. If you don’t receive any update within 3 hours after your booking has been accepted, please contact TREVO Customer Service using the Live Chat button in the Account section.

• What happens if the car broke down during the delivery?

  In the event of a breakdown during the delivery of the car, be it because of any parties, contact the Host by tapping on the WhatsApp/text message/phone (your preferred communications method) icon on your booking screen on the app and inform him immediately.

• Verification during car drop-off/collection

  The Guest will need to present their driving license when collecting/handing over the car from the Host or delivery partner. Our delivery partner will deny the car handover to the Guest if we fail to verify them.

  Please ensure that the delivery partner is a TREVO representative before handing over the keys.

• The Guest is unable to collect the car themselves but a family member/friend will be collecting the car

  Please advise your Guest to ensure that the said family member/friend has been registered as an additional driver by contacting us via the in-app Live Chat (TREVO app > Account > Live Chat).

  We will not be able to handover the car if they're not registered as an additional driver. They must also be a verified TREVO user.

• Who will bear the petrol/toll cost for the delivery?

  The Host will bear all the costs that incurs during the delivery (toll, fuel, etc.) and they will not be able to claim this.

• Can I claim and get reimbursements for the mileage added to my car from the delivery?

  No. You will not be able to claim this or get reimbursed for it. The mileage allowance of 200 km per day will start when the Guest receives the car from the delivery partner.

• What does it mean by the delivery agent will only be assigned within 24 hours from the booking start time?

  In order to improve job acceptance by our delivery partners, we have made changes internally where delivery partners can only view and choose delivery jobs that are starting within 24 hours.

3. SELF-PICK UP/COLLECTION

Guests can choose to collect the car directly from the Host. Best if both parties’ locations are close to one another or if they need the car urgently.

If you prefer to deliver/pick up the car yourself, let the other party know by:

• Tap on the WhatsApp/text message/phone (your preferred communications method) icon on your booking screen on the app.

• Discuss with your Guest and ask about delivery to confirm pick-up and drop-off times and locations.