MOTORBIKE RENTAL SUPPORT POLICY IN HANOI, VIETNAM
To avoid any confusion or misunderstandings, we would like to explain our motorcycle rental support policy. We have tried to cover the most common situations and will update this policy as new circumstances arise.
In most cases, our support is provided free of charge, particularly when the issue is caused by a technical problem with the motorcycle. In some cases, a small fee may apply if the issue results from customer error or circumstances beyond our control.
Office Hours For Motorbike Rental Support
Official Business Hours
Our official business hours are from 8:00 AM to 5:00 PM, Monday through Saturday. We are closed on Sundays and all public holidays.
After-Hours Support
Outside our official business hours, we may be able to offer some flexibility if arranged in advance. This is most commonly for customers who need to collect or return their rental motorcycles before or after business hours, or on Sundays.
Please contact us in advance, and we will confirm whether this can be accommodated.
Motorbike Rental Support by Phone and Online Chat
Good news – we offer phone support while you are on your trip to assist with communication with local mechanics, hotels, restaurants, and local people. Support is provided in fluent English and Vietnamese, helping you save time and avoid misunderstandings. We are with you throughout your journey, giving you greater peace of mind when travelling in Vietnam.
Phone support is available from approximately 7:00 AM to 12:00 AM. For online chat, you can leave a message any time and we will respond as soon as possible (usually immediately).
Emergency Support Policy
We do not advertise or promise 24/7 support. In reality, no motorbike rental company in Vietnam can have staff available around the clock at all times.
However, we always try our best to provide maximum support to our customers whenever possible and often go beyond standard working hours to assist in urgent situations.
Motorcycle Quality
As a commitment, we aim to provide a well-maintained and up-to-date motorcycle fleet in the best possible condition. While the bikes may not always be the newest, they are among the best available in Hanoi. All components are kept in working order, and replacements are carried out whenever necessary.
All of our motorcycles are serviced and maintained directly by us. We do not rely on external staff, which means we know each bike inside and out. This level of hands-on maintenance allows us to provide more effective support compared to many rental shops that may not have in-depth technical knowledge, often resulting in slower or less reliable assistance when issues occur on the road.
Roadside Breakdown Support Policy
For our rental motorcycles, we provide a full guarantee on engine quality. We use only Honda motorcycles, which are the most common and widely supported brand in Vietnam, meaning most repair shops can assist you with any maintenance or minor issues.
If you experience any problem during your trip, the first step is to call us. We will assess the situation and confirm whether we can come to assist you directly. For minor issues, we can guide you to a suitable local repair shop and cover costs related to technical or mechanical failures.
However, if damage occurs due to customer misuse or negligence, the renter will be responsible for the repair or replacement costs.
Scooter Rental Support (Commuting in Hanoi)
Our customers often rent small scooters for daily commuting in Hanoi, and we provide support during our business hours.
For locations within 5 km of our office, we can usually come to assist as soon as possible. If you are located further away (more than 5 km), we may ask you to first seek assistance from a nearby mechanic, as repair shops are widely available in Vietnam. We will only come directly in cases of serious engine or mechanical issues.
Touring Motorcycle Rental Support (Long-Distance)
There are nearly 1,000 official Honda dealer shops across Vietnam, along with countless private workshops that can assist you in case of any issues on the road.
You will also be provided with basic spare parts such as inner tubes, cables, and clutch plates.
It is useful to have some basic mechanical knowledge, as manual-clutch motorcycles are not as common in Vietnam. We can also briefly show you how to handle simple issues while you are on the road.
As we mainly provide individual rentals rather than organized groups, customers usually travel independently due to different expectations and schedules.
Ignition Key Switch
This is one of the most common issues: customers break the key, lose it, lock it in the storage box, or simply cannot find it.
Unless the issue is due to a manufacturing defect or the key being too old, a small fee will apply (around 50,000 VND plus shipping).
We normally keep a spare key for all motorcycles and can either bring it to your location or send it via a Grab driver. Please allow some time for key preparation or duplication.
However, we are usually unable to provide this service on Sundays or outside business hours, as the main key is stored securely in our office safe. In addition, key cutting services are not available late at night or very early in the morning.
If needed during working hours, you may come to our office to collect the spare key, and we will make a copy afterward.
Motorcycle Battery Failure
In fact, the most common issue is a blown fuse, sometimes caused by moisture or even small animals such as mice. Fortunately, the fuse box is usually easy to access with a screwdriver.
All of our motorcycles use maintenance-free (dry) batteries. These typically last 3 to 6 years and do not show clear warning signs when they are running low. When a battery fails, it must be replaced. Luckily, most of our bikes are equipped with a kickstarter, allowing you to start the engine manually.
There are two options in this case: you can ride to our office for replacement, or visit a local repair shop or Honda dealer. The cost is usually around 400,000 VND. We recommend calling us first so we can ensure you are charged the correct price.
For scooters without a kickstarter in Hanoi, we can come to your location to replace the battery.
Please note that we always check the battery before handover and during servicing, so the chance of failure is very low.
Engine Problems
This issue rarely happens with our motorcycles, especially scooters. If you cannot start your bike, please first check common causes such as whether the key was left on overnight (which may drain the battery), battery condition, or the fuel cut-off switch.
If the bike starts but cannot be ridden properly, please contact us immediately. We will advise you on what to do, as this may be related to the transmission or electrical system.
For touring motorcycles, clutch issues can occur, especially with less-experienced riders. In some cases, clutch plates may be damaged due to improper use. A common mistake is adjusting the clutch lever too tightly, leaving no free play. This is unsafe, as it can cut power transmission and also lead to premature clutch wear or damage. On long-distance trips, we do provide spare clutch plates when necessary.
We cover all engine-related issues, except in cases where damage is caused by accidents or rider negligence.
Flat Tires
We always check the tires and tire pressure before handing over your rental motorcycle. The recommended pressure is around 33 PSI, as advised by most manufacturers.
Our fleet includes both tube-type tires (used on off-road bikes, touring motorcycles, and semi-automatic scooters) and tubeless tires (used on automatic scooters). If a tire is punctured by a nail or other sharp object, you can easily have it repaired or replaced at a local mechanic shop and cover the cost directly.
We normally do not provide on-site puncture repair, as this service is widely available throughout Vietnam.
We cover the cost of replacing a tire when it is worn out due to normal use.
Drive Chain and Sprockets
This follows the same policy as tires. We check the chain and sprockets carefully before you receive the motorcycle and replace them if needed. Service is free at our office for scooters rented on a monthly basis.
On long-distance trips, we provide chain lubricant, and you are responsible for regular maintenance. If the chain and sprockets are damaged due to a lack of lubrication, you will need to cover the replacement cost.
Chain maintenance is quick and easy, taking only a few minutes, but it can save you from much higher repair costs.
Flood & Water
If your motorcycle is submerged in water, contact us immediately. Try to avoid riding when the water level is above the exhaust pipe or air filter breather (on dirt bikes).
While repairing a water-damaged motorcycle is usually less complex than repairing a car, it can still be very costly. We will advise you on what to do next to avoid further damage.
All repair costs in such cases will be your responsibility. If possible, consider taking an alternative route or waiting until water levels drop before continuing your ride.
The cost and complexity of restoring a flood-damaged motorcycle or scooter depend on several factors, including:
- Whether the bike was submerged in saltwater or freshwater
- What the water contained (chemicals or debris can make damage worse)
- Whether the force of the water caused the bike to hit or be damaged by other objects
- Whether water entered the engine crankcase
- How long the bike remained submerged before being recovered
- Whether the engine was started after the flooding occurred (do not start the bike in this situation)
- The water level reached during flooding
Some Common Fixes
Carburettor – Idling speed adjustment
Find a nut like this for motorbikes that use a carburettor, fuel-injected bikes also have this nut but in a more hidden place. Turn clockwise for more and counterclock for less.
Carburettor – Choke setting
All of our Honda motorbikes that use carburettor have a choke that you can check and adjust in case it’s hard to start the engine.
For scooters, you can find it under the left-hand side of the handlebar, under the indicator and horn control. Newer 110cc models have it right on the carburettor, similar to dirt bikes.
Below is the demonstration for scooters and manual bikes.
110CC OLDER SCOOTERS
110CC NEWER SCOOTERS
MANUAL MOTORBIKES
Fuel tank lock
Sometimes, children play with your bike and turn the fuel lock off. Therefore, make sure to check if it’s on. For manual touring motorbikes, you have a reserve tank that allows up to 60km before the tank is really empty. Scooters and fuel-injected motorbikes don’t have this option. The below photo sets the lock to OFF.
Fuel tank cap ventilation
This issue is usually on Honda XR150L and CRF150L because of the rainwater or dirt that blocks the ventilation in the cap and it blocks the flow from the fuel tank to the carburettor. It’s a simple fix, just open the cap, blow off the keyhole, or put a soft string under the cap to allow more ventilation. The key for your bike usually has a string for this purpose and for keeping it in place on bumpy roads.
Handlebar protection frame adjustment
On our dirt bike, we installed a handlebar frame for all of them, and in case you drop the bike or crash, your hands will be safe. However, the brake or clutch lever may get stuck and you need to clear the space to allow the movement. Below is how you can adjust it for the brake lever.
(to be updated)
