Help center
Frequently asked questions about booking, payment, trips and your account
Updated: 2026-10-31
Booking
- What do I need to rent a car?
- You must be at least 21, have at least 2 years of driving experience, and have an ID card, a driver’s license and a bank card in your own name. Before your first booking you complete identity verification (KYC) in the app.
- How is instant booking different from host approval?
- With instant booking the trip is confirmed right away. With host approval, the host replies to the request within 60 minutes; if there is no reply, the request is automatically declined.
- When is the money charged?
- When you book, your card is only saved; nothing is charged. The trip price is charged to your saved card 3 days before the trip starts. If the trip starts within 3 days, the amount is held on your card when you send the request and charged when the host confirms (with instant booking, right away); if the host declines or doesn’t reply, the hold is released. Trips of 14 days or more are paid weekly: each week is charged 3 days before it starts. The amounts and dates of the payments are shown when you book and on the trip page.
- How is the trip price calculated?
- Daily price × number of days. If the host enables them: +15% on Saturday and Sunday, −10% for trips of 7 days or more, −25% for trips of 30 days or more. On top of that come the 10% service fee, the protection plan you choose and the delivery fee (if any). Every started 24 hours counts as one day (for example, 26 hours is 2 days). The full amount is shown before you pay.
- Can the car be delivered to the airport or my home?
- If the host offers delivery, the listing shows the delivery locations and price. The host sets the delivery fee, and it goes entirely to the host.
Payment and deposit
- Which cards are accepted?
- Debit and credit cards issued by Kazakhstan banks; the exact list depends on the payment provider. The card must be in your name. Adding Kaspi Pay is under consideration, but you will still need a card for the deposit hold.
- What is the service fee?
- 10% of the rental price for the platform’s services. The renter pays it. It goes toward insurance, support and payment security.
- What if the bank declines the trip payment?
- You are notified at once, and a “Pay now” button appears on the trip page: pay with any saved card or add a new one (adding a new card or changing your main card retries the charge automatically). You need to pay no later than 12 hours before the trip starts; we send one reminder 6 hours before that deadline. If a charge is declined less than 12 hours before the start (for example, at check-in), you have 1 hour to pay. Check-in does not open until the trip is paid. If it is not paid in time, the booking is cancelled automatically as your cancellation, and the first day’s rental is charged under the 24-hour rule.
- Why can’t I book a car or extend my trip?
- New bookings and extensions are closed while you have an open debt (an unpaid Joldar invoice for an extra charge, the part of a claim beyond the deposit or a cancellation fee, or a traffic fine not paid within 48 hours of the notice) or a booking whose trip payment is overdue or whose deposit hold could not be renewed. A trip already under way is not stopped. The app shows the reason and where to pay. As soon as everything is paid (or, for the deposit, you add a card that passes the hold), the restriction lifts by itself; you don’t need to contact support.
- How much is the deposit, and when is it held?
- It depends on the car class: economy 30 000 ₸, comfort 50 000 ₸, business and minivan 70 000 ₸, SUV 80 000 ₸, and 150 000 ₸ for a premium car priced at 60 000 ₸ per day or more. For drivers under 25 the deposit is 1.5 times higher. The exact amount is shown on the car page. It is held on your card when check-in is confirmed, but not charged. This amount must be available on your card.
- When do I get the deposit back?
- It is released within 3 business days after check-out. The bank itself may take another 1–5 days to remove the hold.
- What can be deducted from the deposit?
- Only confirmed costs: fuel shortfall, extra km, late return, cleaning, fines incurred during the trip, the damage deductible. Every deducted amount is shown in the app with the reason and a receipt.
Trip: check-in and check-out
- When does check-in open?
- 3 hours before the trip starts, in the app. You and the host inspect the car together, take photos (exterior, interior, odometer, fuel) and confirm the report.
- Can I upload photos from my gallery?
- No. Photos are taken only inside the app, and their date, time and location are recorded automatically. This protects you in a dispute.
- How is fuel calculated?
- Return the car with the same fuel level as at pick-up. If the level is lower, the missing liters are charged at 290 ₸/l.
- Is there a mileage limit?
- The host can set a daily limit (for example, 300 km/day). Every km over the total limit for the trip is charged at the extra-km rate stated in the listing. Cars with no limit are marked “unlimited km.”
- What happens if I’m late?
- You can be up to 30 minutes late returning the car. Beyond that, each started day is charged at the daily price. If you’re going to be late, let the host know in the chat in advance.
- Can I extend my trip?
- Yes, send an extension request from the app. If the host agrees and the calendar is free, the cost of the extra days is charged to your card. Only the person who made the booking and passed KYC may drive the car.
- Can I end a long trip early?
- Yes. On the trip page, tap “Return early” and set a new return time at least 24 hours ahead. The host is notified, and the trip ends at that time. Weeks that start at or after the new return time are not charged, or are refunded to your card if already charged. A week that has started is not refunded. If you bring the car back early without notice, a week that starts within 24 hours after check-out is still charged; later ones are not.
- Does the price change if I end a trip early?
- Yes, if the trip was priced with a length discount (−10% from 7 days, −25% from 30 days). The days actually billed are re-priced at the discount that number of days earns, and the service fee with them; the protection plan and delivery don’t change. For example, you end a 30-day trip booked at −25% with notice on day 20: weeks 1–3 (21 days) stay charged and weeks 4–5 are cancelled; the 21 days are re-priced at the weekly −10% (if the host offers it), and the difference is charged to your card at check-out. If the card declines, the difference is taken from the deposit.
Cancellations and changes
- Can I cancel for free?
- Yes, if there are more than 24 hours left before the trip. If the trip has not been charged yet, nothing is charged to your card; if it has, you get a full refund. The refund is sent immediately and reaches your card within 3–10 business days, depending on your bank.
- What if I cancel less than 24 hours before?
- The rental price for the first day is kept; the service fee, the protection plan and the remaining days are refunded. Weekly payments of a long trip that have not been charged yet are not charged.
- What if the trip was never charged and I cancel less than 24 hours before?
- If the bank declined the trip payment and you cancel less than 24 hours before the start (or the booking is cancelled automatically for non-payment), the first day’s rental is charged to your saved card. If that charge fails too, a “cancellation fee” invoice appears in the app. It is a debt: until it is paid, new bookings and extensions are closed.
- What happens if the host cancels?
- You pay nothing: any amount charged is refunded in full. Support will help you find a similar car.
- Can I change the dates or times?
- Yes, send a change request from the app. If the host agrees, the price is recalculated: you pay or get back the difference.
Fines
- What if a Sergek traffic camera or parking fine arrives for my trip?
- The fine is sent to the car’s owner. Joldar matches its time against the trip and re-issues it to you; you get a notice and a copy of the fine in the app.
- What if I disagree with a fine?
- Dispute it in the app within 48 hours after the notice (for example, if the time doesn’t match the trip). If you don’t dispute it, the amount is charged to your card.
- Is the discount kept?
- Yes. If the fine is paid within the discount period provided by law, only the discounted amount is charged to you.
- How long after the trip can a fine arrive?
- The host can issue it within 90 days after the trip ends. After that, the fine is not issued through the platform.
For hosts
- What are the car requirements?
- No more than 12 years old, roadworthy, with an OGPO VTS policy (compulsory motor third-party liability insurance) and at least 8 real photos. You must be the registered owner of the car or hold a power of attorney.
- How much will I earn?
- 70%, 80% or 90% of the rental price, depending on the plan you choose. Delivery fees and fuel and fine reimbursements go 100% to you.
- How do the earnings plans differ?
- On the 70% plan your damage liability is 0 ₸; on the 80% plan, up to 150 000 ₸ per incident; on the 90% plan, up to 500 000 ₸. Learn more on the Insurance & protection page.
- When do I get paid?
- After the trip ends and the deposit period has passed, the money is transferred to the bank account or card you specified. You are paid only from money Joldar has actually collected from the renter: trip payments as they are charged, extras and fees.
- Is the renter’s payment guaranteed?
- No, Joldar does not guarantee the renter’s payment. If a payment is late, you only see its status: before the trip, “do not hand over the car until the payment is confirmed”, then “payment confirmed”; during the trip, “the payment is late, Joldar is handling it”; or that the booking was cancelled and the car is free. The renter’s card details and the bank’s reasons are not shared with you. If the trip is not paid in time, the booking is cancelled automatically and the car is freed.
- Who pays the taxes?
- The host pays the tax on rental income themselves.
- What if I find damage after the trip?
- Report it in the app within 24 hours after check-out, and send an invoice with a receipt or a repair estimate within 72 hours. Late reports are not considered.
Account and security
- How do I sign up?
- Enter your phone number and confirm it with an SMS code. Before booking or listing a car, you complete KYC verification.
- Why was my KYC rejected?
- Common reasons: a blurry photo, an expired document, a selfie that didn’t match the document, or age or driving experience below the requirements. The reason is shown in the app, and you can upload the document again.
- How do I delete my account?
- In the app: Profile → Account → Close account. On the website: /account/close. Or write to privacy@joldar.com. Step-by-step guide: /delete-account. If you have an unfinished trip or an unpaid debt, you need to settle it first; data that must be kept by law is stored for the required period.
- What if someone asks for payment outside the platform?
- Don’t agree, and report it to support. Payments outside the platform are protected by neither a protection plan nor the deposit.
Reporting and blocking
- What is not allowed on Joldar?
- Joldar has no tolerance for objectionable content or abusive users. Obscene language, insults, hate speech targeting ethnicity, religion, sex or sexual orientation, sexual content, threats, harassment, fraud and spam are prohibited. Accounts that do this are removed from the platform. The full rules are in section 6 of the Terms of use.
- How do I report a message, review, listing or user?
- Sign in, open the “…” menu on the message, the review (or the reply to it), the car listing or the user’s profile, and send a report. In the chat you can also long-press a message. Choose a reason: spam; harassment or abuse; fraud or payment outside Joldar; inappropriate or sexual content; other. You can add a comment if you like. This works in the app and on the site.
- What happens after I report?
- You get a confirmation right away. Joldar reviews every report within 24 hours and tells you once it has been reviewed; the decision itself is not shared. If a violation is confirmed, Joldar may hide the message, review or reply, remove the listing’s description or pause the listing, remove the profile photo, warn the user or suspend their account. You can report the same item only once, and the number of reports is limited. If anyone’s life is in danger, call 112.
- How do I block someone, and what does the blocked person see?
- You can block a person from the chat, from their profile or from a booking. After that, they cannot write to you, ask about your cars or send you new booking requests, and you cannot do so either. In the Joldar app their cars no longer appear in your search. The blocked person is not notified.
- What if I block someone during a trip?
- The block applies at once to new messages, questions and bookings. But the chat of a trip that is already confirmed or under way stays open until the trip ends, so the car can be handed over and returned and nobody is stranded. Joldar support is alerted automatically when you block someone during such a trip. If you feel unsafe, write to support in the app, and in an emergency call 112. A booking request that has not been accepted yet can no longer be accepted after a block: the host can decline it, the renter can cancel it, or it expires automatically.
- How do I unblock someone?
- Account settings → Blocked users lists the people you have blocked. You can lift a block there at any time.
- Why wasn’t my message or review sent?
- Chat messages, the message with a booking request, questions to hosts, reviews and replies, listing texts and profile names are checked automatically before they are published. If a text contains obscene language, insults, hate speech (ethnic or homophobic slurs), sexual content or threats, it is not published: you see an error and can edit the text and send it again. The attempt goes to Joldar moderation. As before, phone numbers and other contact details in the chat are masked, and mentions of payment outside Joldar are flagged.
Contact us
- In-app chat
- Profile → Help. Issues during a trip: around the clock.
- Phone
- +7 778 976 8924: around the clock for accidents, theft or danger.
- support@joldar.com for general questions; privacy@joldar.com for personal data requests.