Trust & safety

Our principle

Handing your car to a stranger, or getting into a stranger’s car, takes trust. Joldar doesn’t leave that trust to chance: every participant is verified, every trip is documented with photos, and every dispute is resolved on clear deadlines.

We see safety not as an “optional extra” but as the foundation of the platform. That’s why all the mechanisms described below are mandatory and cannot be opted out of.

Identity verification (KYC)

Before their first booking, every renter is verified with three documents: the national ID card of a citizen of the Republic of Kazakhstan (or a Kazakhstan residence permit), a driver’s license and a selfie taken directly in the app. The selfie is automatically compared with the photo on the ID; if in doubt, a support specialist reviews the application manually.

Requirements: at least 21 years old, at least 2 years of driving experience, a valid license of the appropriate category. Photocopies, screenshots or expired documents are not accepted.

Hosts are verified too: ID card, selfie and the car’s registration certificate (or a power of attorney). A car listing is published only after it passes moderation.

Verification results are usually ready within a few minutes, or within 1 business day if a manual review is needed.

Photo report

Every trip is documented with two photo reports: at check-in (handover) and at check-out (return). Photos are taken only inside the Joldar app; uploading from the gallery is not allowed. The date, time and geolocation are recorded automatically on every photo, so it cannot be altered or replaced later.

Required shots: all four sides and corners of the car, the wheels, the windshield and rear window, the interior (seats, dashboard), the odometer reading and the fuel level. Any scratches or dents you notice must be photographed close up and marked.

Both parties confirm the report in the app. An unconfirmed report means the trip has not started. The photo report is the main evidence in any dispute: damage missing from the report is considered to have happened during the trip, and damage recorded in the report is considered pre-existing.

Two-way reviews

• After the trip, both the host and the renter rate each other from 1 to 5 and write a review.
• Reviews are published simultaneously, once both parties have written them or after 10 days, so no one can write theirs after seeing the other’s.
• A published review cannot be deleted or edited; the other party can reply to it once.
• Reviews containing personal data, insults, threats or off-platform contact details are removed in moderation.
• Accounts with a consistently low rating or many complaints are temporarily blocked.

Reporting and blocking

Joldar has no tolerance for objectionable content or abusive users: accounts that insult, threaten or harass others are removed from the platform.

• Checks before publishing: chat messages, questions, reviews, listing texts and profile names are checked before they are published; text with obscene language, insults, hate speech, sexual content or threats is not published.
• Report: report a message, review, listing or profile from the “…” menu (a message also by a long press). Joldar reviews every report within 24 hours.
• Block: block a person from the chat, their profile or a booking; they can no longer write to you or send you new booking requests, and they are not notified. The chat of a confirmed or ongoing trip stays open until the trip ends, and support is alerted automatically.

Car requirements and moderation

• No more than 12 years old, roadworthy, with a valid OGPO VTS policy (compulsory motor third-party liability insurance).
• At least 8 real photos in the listing; stock photos or photos of another car are grounds for rejection.
• Joldar moderation checks the registration documents, the host’s identity and the photos.
• A car whose “technical condition” rating from renters is consistently low is sent back to moderation and closed until it is re-inspected.

Deposit and payment security

All payments go only through the platform, via a licensed payment provider. Joldar does not store your full card number, only the token issued by the provider.

At check-in, a deposit of 30 000–150 000 ₸, depending on the car class, is held (not charged) on the renter’s card. The amount is shown at booking and does not change after the booking is confirmed. If the trip ends without issues, the full amount is released within 3 business days after check-out. If there is damage, a fine or an unpaid cost, only that amount is deducted.

If a participant asks for cash, a transfer outside the platform or a deposit handed over in person, report it to support immediately.

24/7 support

For issues during a trip, support works around the clock: in-app chat and phone +7 778 976 8924. In an accident, a theft or a dangerous situation, a person answers, not a chatbot.

For other questions (booking, payment, account), the response time is up to 1 hour during business hours and up to 4 hours at night and on weekends.

What to do if something happens

Traffic accident

1) Make sure everyone is safe; call 103 (ambulance) and 102 (police) if needed. 2) Don’t move the car; photograph the scene. 3) Get a police report (required for compensation under OGPO VTS). 4) Tap “Report an incident” in the app within 24 hours.

Minor damage (scratch, dent)

Photograph the damage close up and report it to the host and support through the app. Mark it in the check-out report when you return the car.

Breakdown, the car has stopped

Notify the host through the in-app chat. Mechanical breakdowns are the host’s responsibility; the renter must not take the car for repairs on their own.

Theft or the car is not returned

Report it immediately to 102 and to Joldar support. The platform shares the trip data with the police.

Danger, threats, inappropriate behavior

Stop the meeting and go somewhere safe; if anyone’s life is in danger, call 112. Call support: such reports are handled with priority. You can report threats or insults in the chat and block the person.

Lost key, documents left in the car

Notify the host and support. The cost of replacing the key is charged to the party at fault.

Safety tips

• Hand over and pick up the car only at the place set in the app, in daylight or in a well-lit place.
• Before check-in, look at the host’s or renter’s profile, rating and reviews in the app.
• Put every agreement (extra terms, delivery place, time) in the in-app chat only: verbal agreements don’t count in a dispute.
• Before the trip, check the tires, brakes and lights; if in doubt, don’t start the trip and contact support.
• Don’t leave personal belongings in the car; the platform is not responsible for lost personal items.
• For hosts: don’t leave the original documents (registration certificate) in the car; a copy and the OGPO policy are enough.

How claims are reviewed

Claims are filed through the “Claim” section in the app. Damage: within 24 hours after check-out; the host’s invoice: within 72 hours; the renter’s reply: within 48 hours; additional documents: within 15 days.

A support specialist compares both parties’ evidence (photo report, metadata, receipts, police report), makes a decision and writes down the reason. We never give a generic “you couldn’t prove it” answer: the party sees which evidence is missing and can add it within 15 days.

The decision is communicated to both parties. A party who disagrees can request a review within 10 days; the review is carried out by a different specialist, not the one who made the first decision.