[Cross-post from my Google review] I rented a van with LoadUp recently and unfortunately I can’t wholeheartedly recommend it to others.Pros:(i) The vehicle I booked was new and in good condition.(ii) It was fuss-free to set up my account on the app and make a booking.(iii) The van was located in an HDB estate MSCP, so it was relatively easy to access compared to, say, an industrial estate.(iv) The helpline was generally quite responsive via call and WhatsApp.Cons:(i) The fuel policy requires the vehicle to be returned with at least a 1/4 tank. However, you are only told it should be “X number of bars” based on the type of vehicle - they do not indicate how many litres that might be. This makes it hard to estimate how much to fill unless you spend precious time doing some research and calculation. Also, if your trip is going to be some distance, it means that (like me) you will probably waste time finding a petrol station to fuel up before starting your errand, since it is very unlikely anyone would return the vehicle with more than 1/4 tank. Since LoadUp does not provide a fuel card, they should make life easier for users and stipulate a full-tank policy, like many car rental companies do.(ii) The compensation policy, should the vehicle come with less than 1/4 tank, is insincere. My van had around 1/5 left in the tank, so I asked if I would be compensated for the amount I had to fill to get it back to 1/4. They informed me that this would be in the form of a $15 promo code expiring in three months. While the amount is more than I expected, it is utterly disingenuous to tie the compensation to having to purchase their service again within such a short period of time.(iii) There is a pre-trip checklist on the vehicle’s condition to submit within the app. However, there are bugs - for example, I was unable to submit unless I indicated that the van’s interior was totally clean (it was about 85% clean), and that the tank was 1/4 full when it wasn’t. Although reaching out to the helpline via WhatsApp “resolved” this by putting on record that the tank was not 1/4 full, it was a waste of time, especially since my trip had already started.(iv) LoadUp could have done more to flag to users that we would need to bring our own cashcards. This could have been highlighted at the time of booking and in the booking confirmation email. An SMS reminder the day before would have been helpful, especially since their workflow already includes sending SMS reminders about the start and end of a booking 15 minutes beforehand. In my case, I forgot to bring both my cashcard and cash and spent half an hour after my trip had started, running around to find somewhere that sells a cashcard. I even had to ask a stranger to help me pay for it with their cash while I transferred them the money, as I had none on me.Overall, it was an experience that left a bad taste in my mouth. While part of it is on me (i.e. a person who rents regularly would likely have remembered the cashcard without a reminder), there is a lot that LoadUp could do better on, particularly their fuel and compensation policies. I hope this review helps other people exercise caveat emptor before deciding which company to rent vans from.

The app has multiple unclear stages. After you select the car, the time u have chosen is hidden before u press the ‘book’ button. Promos need to be ‘applied’ before they are actually applied. Fuel needs to be topped up to a select number of bars on return (not mentioned on signup). Cancellation less than 48hrs is chargeable to 50% of booking (not in any signup terms unless u read TOC). Other apps might be more expensive, but they tend to work and their customer service is outstanding. Avoid this app.

The app is really solid and easy to use. I’ve leased a van a few times now and I am very happy with the whole experience. A great idea and execution!