The POD 📞 Emergency Line (07:00-22:00) is 01422 292099. For out-of-hours (22:00-07:00) emergencies, please email: urgent@pod-caldervalley.co.uk. We will try to respond to urgent emails within 24hrs.
| Situation | What to do |
|---|---|
| You’re going to be late | 1. Log in to the POD app and check the schedule for the next booking. 2. If your return won’t conflict with the next booking, extend your booking immediately. 3. If your late return overlaps with the next booking, contact the POD 📞 Emergency Line (or out-of hours email) immediately. You’ll be charged 33p/min for over time. |
| A serious problem with the car (e.g. red warning light, serious damage) | Stop the vehicle in a safe location. Contact the POD 📞 Emergency Line (or out-of-hours email) immediately. |
| You break down | 1. Stop the vehicle in a safe location. 2. Phone 24-hour roadside assistance (the AA) on 0800 246 824. 3. Inform the POD 📞 Emergency Line (or out-of-hours email). |
| The app or your phone stops working | Try charging your phone or resetting the app. Contact the POD 📞 Emergency Line (or out-of-hours email) for assistance. |
| The app won’t let you start/end the booking | Contact the POD 📞 Emergency Line (or out-of-hours email) immediately. If you can’t unlock the car out-of-hours, try to make a new booking for a different car. If you can’t lock the car out-of-hours, leave the car unlocked. It will lock automatically after 30 minutes. |
| You’re involved in an accident or incident | 1. Stop the vehicle and make yourself as safe as possible. 2. Call 999 for emergencies such as injury, theft, vandalism, or malicious acts. 3. Contact the POD 📞 Emergency Line (or out-of-hours email) as soon as it’s safe. 4. Complete the Incident Report form in the car’s information folder (in the glove box) with as much detail as possible (other drivers, vehicle details, witnesses etc). The Incident Report form is available for download as a PDF or Word document, allowing you to print it. Please note that sketches must be drawn, so this form must be completed on paper (not digitally). |
| Another vehicle is parked in the parking bay at end of booking | Find a safe, legal place to leave the vehicle as close to the parking bay as possible. Call the POD 📞 Emergency Line (or out-of-hours email) immediately. |
| For less serious issues (uncleanliness, parking fines, minor incidents etc) | Email manager@pod-caldervalley.co.uk |