FAQ

You are. A fine for an offence committed while you had the car stays yours whenever the notice arrives — your responsibility is fixed by the date of the offence, not by the date we find out. It does not end because your rental ended or because everything else was settled. Camera fines are issued to Trevabook LLC as the registered owner, and Kyrgyz procedure gives us no way to have one reissued in your name. So we pay it and recover the amount from you. Notices reach us 21 to 30 days after the offence and sometimes later, so you may well be home before we hear of it. You are charged the amount of the fine stated in the authority’s decision. We settle it with the authority and recover that amount from you. We add no administration fee. You always get a copy of the authority’s decision, showing the date, time and place of the offence and the registration number. If you want to contest it, tell us within five days of our notice — an appeal has to be lodged within ten working days of the decision reaching us. If the appeal succeeds we refund you in full.

A 60-minute grace period applies from your scheduled return time. After that, the following charges apply, with all time bands measured from the scheduled return time: More than one hour and up to three hours late: 30% of the daily rental rate. More than three hours and up to eight hours late: 50% of the daily rental rate. More than eight hours and up to 24 hours late: 100% of the daily rental rate. After 24 hours, a full daily rental rate applies for each additional day. Contact us as soon as you expect a delay. A late return does not automatically extend your booking.

Unused days are not refunded if you voluntarily return the car before the agreed end of your rental.

Removing days from a confirmed booking is treated as a partial cancellation. The removed days are refundable only if we receive your request more than seven days before the scheduled pick-up time. Days removed within seven days of pick-up or after the rental has started are not refunded.

The refund depends on when we receive your cancellation: More than seven days before pick-up: 100% of the amount paid is refunded. From 48 hours up to and including seven days before pick-up: 50% of the amount paid is refunded. Less than 48 hours before pick-up, or a no-show: no refund. A no-show means failing to take delivery within three hours of the agreed time without contacting us. If your flight is delayed, contact us as soon as possible so we can arrange a new handover time. A delay you have communicated to us is not treated as a no-show.

Yes. You can request changes before or during your rental, subject to availability. You may extend the rental, add extras or change the agreed times and locations. Changes can be requested online, and our team can send a payment link for any additional amount. There is no amendment fee, but any difference in price remains payable. Removing rental days is subject to the partial cancellation policy below.

Yes, in two situations. Damage that could not reasonably have been identified during the return inspection can be claimed within seven days of return, and it is payable just as damage found at the inspection would be. We send you the condition records, the photographs and the assessment with our notice. After seven days no further vehicle damage claim is made. Traffic fines are separate and have no such window. They reach us 21 to 30 days after the offence and sometimes later, and they remain yours whenever they arrive — see the fines question below.

We do not charge for normal tyre wear, light dirt that ordinary cleaning removes, ordinary touring dirt, a wash we need in order to inspect the car, superficial marks from careful use, stone chips smaller than 3 mm, damage already recorded at pick-up, or our own staff time.

Repair days are the days the vehicle is unavailable because it is being repaired for damage you are responsible for. They are charged separately from the repair cost at your rental’s daily rate, up to a maximum of 15 days. SLRO waives repair-day charges for damage covered by that protection. Excluded damage remains subject to the rental terms.

Yes. Instead of accepting our repair quote, you may arrange repairs at a workshop of your choice in the city where the vehicle is being returned. The workshop must be a registered legal entity operating in the Kyrgyz Republic and able to issue valid diagnostic reports, invoices and repair documents accepted in the Kyrgyz Republic. Contact us before leaving the vehicle at the workshop so we can coordinate the repair and collection arrangements. You pay the workshop directly. Any applicable repair days are quoted and charged before the vehicle is left there.

Discuss the assessment with your hero and share any relevant photographs or other evidence. If the issue remains unresolved, email claims@bishkekbook.kg within 14 days of receiving the quote, explaining what you dispute and why. We will review what you send and respond with reasons. Raising a dispute does not suspend the amount due, and you keep any rights you have with your card issuer.

We will send you a payment link explaining the amount due and the reason for the charge. If payment is not made within three days of the link being issued, or you tell us you do not intend to pay, we will charge the card used for your booking. You receive written notice of the amount and the reason before the charge is made. This applies whether or not you agree with the amount — declining to pay does not end your liability for it. You can raise a dispute with our Operations Manager afterwards, and we will review it and respond with reasons. The same payment and dispute process applies to traffic fines received after your rental.

Your hero will provide an itemised assessment showing the repair cost and any applicable repair-day charges separately. For each type of damage listed in our published price list, the repair charge will not exceed the published maximum. Your applicable Excess or protection is then taken into account for covered damage. Excluded damage and any separately payable repair-day charges are assessed under the rental terms. The published damage price list is available with our Terms and Conditions — no other operator in Kyrgyzstan publishes one.

Your hero will meet you at the agreed location and time and inspect the car with you, comparing its condition with the handover record and photographs. If dirt prevents a proper inspection, we have the car washed at our cost before completing the assessment, and your hero will explain this to you. We recommend taking your own photographs at pick-up and return. If you disagree with a finding, share them with your hero.

Our vehicles may be used on permitted paved roads, gravel roads and ordinary unpaved tracks in regular use, provided the route is suitable for the vehicle. Extreme off-road driving, river crossings, glaciers, scree, dunes, frozen lakes and riverbeds are prohibited. Having an SUV or four-wheel-drive vehicle does not remove these restrictions, and a crossover or two-wheel-drive SUV is not a high-clearance 4x4.

Contact us on +996 502 000 177 before taking the route. Route advice is free. Tell us where you plan to travel so we can advise whether the route is permitted and suitable for your vehicle. Where necessary, we can help arrange a local transfer.

Yes. Certain routes are prohibited. The current list is published with our Terms and Conditions and should be checked before planning your trip. LRO and SLRO do not cover damage arising from driving on a prohibited route. You will be responsible for the resulting repair and recovery costs under the rental terms, and recovery from a remote area can cost more than your whole rental.

No. The vehicle must remain within the Kyrgyz Republic throughout the rental. Crossing an international border breaches the rental conditions and ends your optional protection.

Please return the car in a presentable condition, comparable to its condition at pick-up. Ordinary road dirt from touring is expected and is never charged — a dusty car coming back from Issyk-Kul is completely normal. If the car is too dirty for us to check it properly for scratches, we have it washed before completing the assessment and we pay for that wash. It is for our benefit, not yours — we cannot fairly assess paintwork we cannot see. Your hero will explain this at the time and show you what is found afterwards. Cleaning is charged only where the car comes back soiled beyond ordinary touring dirt — interior stains, mud inside the cabin, smoke or pet hair. Those amounts are published in our damage price list: 1,500 KGS for exceptional cleaning and 5,000 KGS for a stain requiring deep cleaning.

Use Partner Neft or Red Petroleum wherever you can — these are our approved brands — together with the fuel type and grade specified for your vehicle. Contact us if you need help finding an approved station. On remote routes there can be 200 km or more between stations, and we do not expect you to run the tank dry to comply. Where neither brand is available, use the most reputable station you can find. Keep every fuel receipt and hand them to your hero when you return the car. They are recorded in our system with the return photographs and may be needed to investigate a fuel-related fault. Damage caused by incorrect or unsuitable fuel is not covered by LRO or SLRO. Any charge will be based on the findings of the fault investigation; missing receipts alone do not establish that incorrect fuel was used, but without them a fault is much harder to trace in your favour.

The car is supplied with a full tank and must be returned with a full tank. If fuel is missing, you will be charged for the missing amount at the pump price, without an additional refuelling fee.

No. Smoking and vaping are prohibited in all our vehicles.

Yes. Our vehicles have GPS tracking for security, vehicle recovery, route compliance, incident investigation and breakdown assistance. We tell you so at delivery.

We cover the necessary repair and recovery and provide a replacement vehicle free of charge within 24 hours in Bishkek and the Chuy region, or within 48 hours elsewhere in Kyrgyzstan. The replacement category depends on fleet availability. If we cannot agree on a suitable replacement, we refund the unused rental days.

Stop as soon as it is safe and contact us. Tell us which warning has appeared and follow our instructions before continuing. If continuing to drive causes additional damage, you may be responsible for that damage.

For accidents in Bishkek, we can send a hero to assist you in person. Outside Bishkek, our team will provide guidance by phone as far as possible. Where police documents are required, obtaining them is your responsibility, with our guidance.

Call the police if anyone is injured, another driver disputes what happened, a driver may be unfit to drive, or the law or an official requires it. Police documentation is also required where an OSAGO claim will be made for damage to another person’s vehicle or property. If only the rental car is damaged, contact us before arranging a settlement or repair. We will confirm whether police documentation is required for your situation, including any claim under LRO or SLRO. If in doubt, call the police.

Make sure everyone is safe and call the emergency services if needed. 112 reaches police, ambulance and fire. Switch on the hazard lights and place the warning triangle where it is safe to do so. Leave the car in position unless remaining there is dangerous or an official instructs you to move it. Contact Bishkekbook on +996 502 000 177 as soon as it is safe, before you agree anything with anyone. Take photographs of the vehicles, damage and accident scene. Do not agree to a private cash settlement or authorise repairs before speaking with us.

Contact us on +996 502 000 177 as soon as possible and no later than 24 hours after the damage occurs, including minor scratches or damage while parked. Reporting damage within 24 hours is a condition of SLRO. Failure to do so invalidates that protection, and the damage is charged under the standard rental terms.

OSAGO covers eligible third-party claims up to its applicable limits. Amounts above those limits remain your responsibility and are not covered by LRO or SLRO. Contact the police and Bishkekbook and obtain the required accident documents. We will guide you through the insurer’s claim process. If a claim is refused because required documents were not obtained, you may be responsible for the resulting third-party costs.

The Excess still applies to damage to the rental car, even if another driver caused the accident. Your selected protection reduces your liability in the same way, subject to its conditions and exclusions.

You remain responsible for excluded items, including tyres. For example, if a qualifying incident results in 60,000 KGS of covered bodywork damage and 20,000 KGS of tyre damage, SLRO covers the bodywork and you pay the 20,000 KGS for the tyres.

Neither LRO nor SLRO covers tyres, wheel rims, the underside of the vehicle, the interior, keys, vehicle documents or number plates. They also do not cover personal belongings, injuries, traffic fines or third-party claims exceeding the applicable OSAGO limits. Windscreen, glass and mirror-glass damage is covered under SLRO only. Protection does not apply where the relevant rental conditions have been breached.

You can add LRO or SLRO when booking or at pick-up, before driving away. Protection cannot be added after the rental has started or after an incident has occurred.

We offer two optional protection plans on every vehicle. LRO reduces your liability limit for covered vehicle damage to 40% of the vehicle’s Excess. SLRO removes your liability for covered vehicle damage and includes windscreen, glass and mirror-glass damage. It also provides a free replacement vehicle following covered damage and waives repair-day charges for that damage. Both plans are subject to the rental conditions and exclusions. Neither replaces OSAGO or personal travel insurance.

The Excess is your liability limit for covered damage to the rental car from a single incident, subject to the rental conditions and exclusions. It is a fixed amount in KGS that varies by vehicle and is shown on the vehicle page and in your booking confirmation. It applies separately to each incident. Excluded damage and separately payable charges, such as applicable recovery and repair-day charges, fall outside this limit.

Our cars carry OSAGO, the compulsory third-party motor insurance required in Kyrgyzstan. It covers eligible claims by other people if you cause an accident, subject to the policy conditions and statutory limits — up to 150,000 KGS for one person’s property, and 450,000 KGS for all victims in one accident. It does not cover damage to the rental car, your own injuries, your passengers or your luggage. Please arrange suitable personal travel and medical insurance for everyone travelling with you. LRO and SLRO are optional protection plans offered by Bishkekbook, not insurance policies. They reduce your financial liability to Bishkekbook under the rental terms. They are separate from OSAGO and do not replace personal travel insurance.

Your hero — the Bishkekbook representative looking after your rental — will deliver the car, record its condition with you and explain the main rental requirements. A hero will also meet you at the agreed return location.

Yes. Delivery and collection are available 24 hours a day. An out-of-hours charge applies to appointments between 23:15 and 06:45. It is shown during booking.

Delivery and collection charges depend on the locations selected. The applicable charges are shown during booking before you pay.

Yes. Select your preferred return location from the available options when booking. Additional collection or one-way charges may apply and will be shown before payment.

Yes. Select Manas Airport as your pick-up location when booking. The applicable delivery charge will be shown before payment.

You are welcome to collect your car from our Bishkek office or choose delivery to a location available during booking, including Manas Airport and selected hotels. Reservations are made through our website, so you do not need to visit the office to book. Delivery and collection charges vary by location and are shown before payment.

Allowing an unregistered driver to drive breaches the rental conditions and immediately ends your optional protection, even if that person has a valid licence and no damage occurs. Register and obtain confirmation for every additional driver before they drive.

Yes. You can request an additional driver through the website during your rental. Upload their documents and complete payment using the link we send. They may drive only after our system confirms that they have been added to your booking.

Yes. You can add up to four additional drivers at 2,000 KGS per additional driver per booking. You drive as standard at no extra charge. Each driver must meet the same age and licence requirements and be registered and approved before driving.

Upload your passport and driving licence. Kyrgyz citizens may upload their national ID instead of a passport. Each additional driver must provide the same documents. Our team normally reviews documents within one to three days and will contact you if anything else is needed. Please book with enough time for this to complete.

A plastic driving licence with numbered fields and your name in Latin characters, issued by a country party to the 1968 Vienna Convention, is generally accepted on its own. If your licence was issued by a country outside that Convention, including the USA, Canada, China, India or Egypt, or does not show your name in Latin characters, you will need an International Driving Permit or a certified Russian or Kyrgyz translation. Send us a photo of your licence before travelling so we can advise you on the documents needed. A certified translation can also be arranged as a paid extra during booking.

You must have held a full, valid category B driving licence for at least three years. Learner, probationary, temporary and suspended licences are not accepted.

All drivers must be between 21 and 70 years old, inclusive.

Anything due is paid at the return inspection. Your hero gives you an itemised assessment and takes payment by card or in cash at the return location, and gives you a receipt. Because we hold no deposit, there is nothing for us to deduct it from. Where you do not pay at the inspection, or a charge such as a traffic fine arrives later, we send you a payment link with written notice of the amount and the reason. Your booking records your agreement that we may charge the card used for the booking for amounts properly due, including where you decline to pay. You always receive written notice of the amount and the reason before any charge is made, and you can raise a dispute with us afterwards.

The Excess for your vehicle, which is your liability limit per incident for covered damage. It varies by vehicle and is shown on the vehicle page and in your booking confirmation. Traffic fines, missing fuel, excluded damage and any other amounts properly due under the rental terms are also payable. No deposit means nothing is held in advance — it does not mean nothing is owed.

There is no deposit. We do not take one, and we do not hold anything on your card while you have the vehicle. Most operators in Bishkek hold between 30,000 KGS and the equivalent of 1,000 US dollars for the whole of your rental and for some time after it. We hold nothing.

All payments are charged in Kyrgyz som (KGS). Any prices displayed in US dollars are for reference only. Your bank may apply its own exchange rate and conversion or international transaction fees.

Kyrgyz traffic rules require every car to carry all three, and driving without them risks a fine. Please check they are present and in date when your hero hands the car over, and say so straight away if anything is missing or expired — it is far easier to put right before you drive away than afterwards. They must stay in the car and come back with it. A fine issued during your rental for missing or expired equipment is yours, and an item that does not come back with the car is charged at cost.

The rental rate includes use of the vehicle, unlimited mileage, OSAGO third-party insurance, servicing and maintenance, one registered driver, and 24-hour support by phone and WhatsApp. Delivery and collection charges depend on your selected locations. Out-of-hours charges may also apply. These charges, together with any optional protection, additional drivers or equipment you select, are shown during booking before payment. Fuel, traffic fines and other charges arising during your rental are not included.

No. Your rental includes unlimited mileage within the Kyrgyz Republic, with no daily allowance and no charge per kilometre. Most operators in Bishkek limit you to 250 or 300 km a day. Route restrictions still apply.

The minimum rental period is three hours, charged at the full daily rate. There is no three-day minimum, as there is with most operators here.

No. You can pay 10% of the rental value to confirm your reservation, and settle the remaining balance at least 48 hours before pick-up. You are also welcome to pay in full at the time of booking. If the balance is not paid by then, the booking may be cancelled and the cancellation policy applies. Payment on arrival is available only by prior arrangement and with management approval.

Visit bishkekbook.kg, choose your car and rental dates, and select your pick-up and return locations. Upload your documents, select any optional protection or extras, and complete payment. Your booking confirmation will be sent by email.