Help / FAQ
On Pampa Cruz, everything happens directly on the platform. You choose the vehicle you want to rent and submit a request to the owner.
Once the owner accepts the booking, you simply proceed with payment directly on the platform by credit card. Any payment made outside the platform is not valid and will not be covered by insurance.
Once the payment is completed, the owner’s phone number is displayed and you can contact them to finalize the rental details.
On the rental day, you complete the rental contract and perform a vehicle inspection with the owner. It is recommended to take a short drive with the owner to get familiar with the vehicle.
Upon returning the vehicle, you complete the exit inspection together and return the vehicle to the owner.
To rent a vehicle on Pampa Cruz you must:
- Enter the location where you want to pick up the vehicle.
- Select your dates and times. You will then see a list of the closest available vehicles.
- Click the listing you like and then click "Rental request".
You will then be asked to create an account if you do not already have one and wait for the owner’s validation. Once the request is approved, you can communicate with the owner by email or phone and proceed with payment.
The owner automatically receives the rental payout by bank transfer 24h to 48h after the end of the rental.
Between the renter’s payment and this moment, the funds are held in escrow by our payment partner Mangopay (Crédit Mutuel group) and released once the rental is completed.
I haven’t been paid, what should I do?
Please make sure you have uploaded your IBAN and identity document in the “Essential information” section.
For private vehicles registered in France, we work with Assurlib (MAIF partner) and arrange a comprehensive insurance policy for each rental.
A temporary multi-risk insurance policy is applied to protect your rental.
The MAIF coverage replaces your regular insurance during the rental and will be activated if you meet these 3 conditions:
- You are not a professional
- The vehicle is registered in France
- Its GVW is under 3.5 tons
Renters must also meet these conditions:
- Be at least 25 years old
- Hold a driving licence for at least 3 years
- No major at-fault incident in the last 36 months
If these conditions are not met, a reservation cannot be made.
If you have further questions about insurance, assistance, or incident procedures, please contact Pampa Cruz support.
How are breakdowns handled?
Most mechanical failures (excluding battery issues) are due to normal wear and are the owner's responsibility.
If misuse causes a breakdown, our team may review the situation and request a mechanic diagnosis.
If responsibility cannot be determined or the vehicle/part is over 10 years old, liability may be shared, up to 50/50.
To complete your account, please upload the following documents:
For your profile:
- Front/back of your ID card or passport
- Your bank details (IBAN)
For your vehicle:
- Vehicle registration certificate
- Insurance card (green card inner pages)
- Technical inspection report (if vehicle is over 4 years old)
Upload these documents in your Pampa Cruz account under “My essential information” and “My vehicles”.
Please upload the following documents:
· Front/back of your ID or passport
· Front/back of your driving licence
· Proof of address less than 3 months old
Upload these documents in your Pampa Cruz account under “My essential information”.
Once the rental is paid, you cannot cancel from your dashboard.
Please contact us at contact@pampacruz.fr for partial or full refund depending on conditions stated in our Terms & Conditions.
Once the rental is paid, you cannot cancel from your dashboard.
Please contact us at contact@pampacruz.fr for partial or full refund according to the conditions in our Terms & Conditions.
If any incident occurs, always keep the renter’s security deposit until instructed otherwise by Pampa Cruz.
In case of accident:
If a third party is involved, the renter must fill out an accident report. If no third party is involved, they must send a written declaration.
If the renter can continue the trip, perform the inspection on return and keep the deposit if you manage it yourself.
Then report the incident via our form so our team can manage your case.
In case of breakdown or immobilisation:
Follow the instructions on the insurance certificate. The renter must call the assistance number provided before departure.
If immobilisation causes damages, you must complete our claim form. We will keep you updated throughout the process.
