Sicarro's support team is here to help you with any questions, issues, or concerns about your rental experience. Here's how to reach us and what to expect.
💡 Quick answer? Check our Help Center first — most common questions are already answered there. If you still need help, we're just a message away.
Email Support
The best way to reach us for non-urgent inquiries:
- Driver support: support@sicarro.com
- Supplier support: suppliers@sicarro.com
- Response time: Within 24 hours on business days
- Best for: Account questions, booking inquiries, refund requests, general feedback
WhatsApp Support
For faster, conversational support during business hours:
- Access: Available through the WhatsApp button on sicarro.com
- Hours: Monday - Friday, 9:00 AM - 6:00 PM (El Salvador time, UTC-6)
- Response time: Usually within 1-2 hours during business hours
- Best for: Quick questions, booking help, urgent issues during business hours
Business Hours
Our standard support hours are:
- Monday - Friday: 9:00 AM - 6:00 PM (El Salvador time, UTC-6)
- Saturday - Sunday: Limited availability
- Holidays: Reduced support on El Salvador national holidays
Time Zone Reference
El Salvador is in the Central Standard Time zone (UTC-6) and does not observe daylight saving time:
- When it's 12:00 PM in El Salvador, it's 1:00 PM EST / 10:00 AM PST
- When it's 12:00 PM in El Salvador, it's 6:00 PM in London (GMT) / 7:00 PM in Paris (CET)
Emergency Support (24/7)
For emergencies during an active rental, Sicarro provides 24/7 support:
- What counts as an emergency: Accidents, vehicle breakdown, theft, medical emergencies, being stranded
- How to reach us: Email support@sicarro.com with "EMERGENCY" in the subject line, or message on WhatsApp with "EMERGENCY" and your booking reference
- Response time: As fast as possible — emergency messages are prioritized
For detailed emergency procedures, see our Emergency Assistance guide.
⚠️ Life-threatening emergencies: Always call 911 first for police, fire, or ambulance. Contact Sicarro after the immediate danger is handled.
Help Center
Our online Help Center at sicarro.com/help is available 24/7 and covers:
- Getting started with Sicarro
- Booking process and modifications
- Payment methods and pricing
- Pickup and return procedures
- Insurance and safety
- Supplier guides
Social Media
Follow us and reach out on social media:
- Facebook: Sicarro on Facebook — news, promotions, and community
- Instagram: @sicarro — vehicle highlights and travel inspiration
While we monitor social media messages, for faster support responses we recommend using email or WhatsApp.
Before Contacting Support
To get the fastest resolution, try these steps first:
- Check the Help Center: Browse sicarro.com/help for articles about your topic
- Review your booking details: Many answers are in your booking confirmation email
- Check your spam folder: Sicarro emails sometimes end up in spam or promotions
- Message the supplier: For vehicle-specific questions (features, pickup directions, etc.), the supplier can often answer faster through Sicarro messaging
What to Include in Your Message
Help us help you faster by including these details:
- Booking reference number: Found in your confirmation email (e.g., SIC-XXXXX)
- Your registered email: The email used for your Sicarro account
- Clear description: Explain the issue or question in detail
- Relevant dates: Pickup date, return date, or date of the incident
- Screenshots or photos: If applicable, attach visual evidence
- What you've already tried: This helps us skip basic troubleshooting
✅ Pro tip: Including your booking reference in every message dramatically speeds up our response time. We can pull up all your details instantly.
Response Time Expectations
| Channel | Typical Response Time |
|---|---|
| Email (business hours) | Within 24 hours |
| WhatsApp (business hours) | Within 1-2 hours |
| Emergency (24/7) | As fast as possible |
| Social media | Within 48 hours |
Escalation Process
If your issue isn't resolved to your satisfaction:
- Initial contact: Your issue is handled by our front-line support team
- Follow-up: If not resolved within the expected timeframe, reply to the same email thread or message and ask for an update
- Escalation: If you're not satisfied with the response, request to have your case escalated to a senior team member
- Management review: For complex or unresolved issues, our management team reviews the case
We strive to resolve every inquiry fairly and promptly. Your satisfaction matters to us — if something isn't right, please let us know.
Feedback and Suggestions
We're always looking to improve. If you have:
- Feature requests: Tell us what would make Sicarro better
- Bug reports: Found something not working on the platform? Let us know
- General feedback: Your experience — good or bad — helps us improve
Send all feedback to support@sicarro.com with "Feedback" in the subject line.
✅ Thank you! Whether you need help or just want to share feedback, we appreciate you reaching out. Sicarro is built on community trust, and your input helps us serve everyone better.
