Frequently Asked Questions

Question 1

How do I check if a vehicle is available for my dates?

Accepted Answer

Visit the Vehicles page and enter your desired pick-up and drop-off dates. The calendar automatically shows only vehicles that are open for your window. If a category is fully booked, you'll see a "Not available" notice and can adjust your dates or choose a different category.

Question 2

What vehicle categories do you offer?

Accepted Answer

We offer seven categories: Economy (compact and mid-size sedans, starting at $60/day), Hybrid Cars (starting at $65/day), SUV (crossovers and full-size SUVs, starting at $70/day), Van (passenger and cargo vans, starting at $70/day), Hybrid SUVs (starting at $75/day), Pickups & Trucks (starting at $80/day), and Beaters with Heaters (budget-friendly reliable vehicles, starting at $45/day). Weekly rates are available for rentals of 7 days or more, and our full price list is on the Vehicles page.

Question 3

Can I request a specific make or model?

Accepted Answer

Bookings are made by category, not by specific vehicle. Once your booking is confirmed, the exact vehicle assigned to your reservation is shown in your account. If you have a specific need (e.g., a vehicle with a hitch or extra cargo space), reach out via the chat widget and we'll do our best to accommodate.

Question 4

What is the minimum age to rent?

Accepted Answer

Drivers must be 21 years of age or older. A valid driver's license is required and must be verified before your rental begins. Drivers under 25 may be subject to additional review.

Question 5

How do I make a booking?

Accepted Answer

Create an account, then go to the Vehicles page. Select your dates, choose a vehicle category, review and accept the rental agreement, select a damage waiver tier, upload your driver's license photo, review the refundable security deposit, and complete checkout via Stripe. You'll receive a confirmation email with your booking details and a link to download your rental documents.

Question 6

Do I need an account to book?

Accepted Answer

Yes. An account is required so we can securely store your booking history, inspection records, and rental documents. Sign-up takes about two minutes and requires your name, phone number, and address.

Question 7

What payment methods are accepted?

Accepted Answer

We accept all major credit and debit cards through Stripe (Visa, Mastercard, American Express, Discover). A payment processing fee of 2.9% + $0.30 is added at checkout to cover card processing costs. Cash bookings are available through staff — contact us via the chat widget to arrange one.

Question 8

Can I cancel or modify my booking?

Accepted Answer

To cancel or modify a confirmed booking, please contact us via the chat widget or email as soon as possible. Cancellation and modification policies depend on how close to the pick-up date the request is made. Deposit refunds are subject to our cancellation policy outlined in the rental agreement.

Question 9

What happens after I book?

Accepted Answer

Once payment is complete, your booking status changes to "Confirmed." You'll receive a confirmation email with your booking reference, vehicle details, and a link to download your rental agreement and damage waiver certificate. Staff will review your driver's license before your pick-up date.

Question 10

I started a booking but nothing shows in my account — was it created?

Accepted Answer

A booking is only saved once you reach the final payment step and continue to Stripe checkout — that's when a "Pending" record is created in your account. If you closed or abandoned the flow before that step, nothing was saved, and you can simply start the booking again. If you plan to pay cash, don't complete the online checkout — contact us via the chat widget and our staff will create the booking for you.

Question 11

What should I do in case of an emergency during my rental?

Accepted Answer

Please visit our FAQ page for details.

Question 12

What damage waiver options are available?

Accepted Answer

We offer four tiers: No Waiver (free — you are fully responsible for any damage or loss), Basic CDW at $8/day (covers collision damage with exclusions), Standard CDW+LI at $15/day (collision damage plus liability protection), and Premium Full Coverage at $22/day (comprehensive protection including theft, weather, and roadside). Waiver costs are added to your rental total.

Question 13

What does "CDW" mean?

Accepted Answer

CDW stands for Collision Damage Waiver. It limits your financial responsibility if the rental vehicle is damaged in a collision. It is not insurance — it is a waiver of the rental company's right to charge you for covered damage up to the limits of the selected tier.

Question 14

Does my personal auto insurance cover rental cars?

Accepted Answer

Many personal auto insurance policies extend coverage to rental vehicles, but coverage varies widely. We strongly recommend contacting your insurer before your rental to confirm what is covered. If your policy does not cover rentals, selecting at least the Basic CDW tier is advisable.

Question 15

Can I change my waiver tier after booking?

Accepted Answer

Waiver tier changes after booking confirmation are handled on a case-by-case basis. Contact us via the chat widget before your pick-up date and we'll do our best to accommodate the change.

Question 16

What is excluded from all waiver tiers?

Accepted Answer

All tiers exclude damage caused by driving under the influence, intentional damage, use of the vehicle outside permitted areas, and violations of the rental agreement. The No Waiver tier excludes everything — you bear full financial responsibility for any damage or loss.

Question 17

Why do I need to complete a vehicle inspection?

Accepted Answer

Inspections protect both you and us. The pre-rental inspection documents the vehicle's condition before you drive it, so you can't be held responsible for pre-existing damage. The post-rental inspection confirms the vehicle was returned in the same condition. Both inspections are required for all confirmed bookings.

Question 18

How does the inspection process work?

Accepted Answer

Inspections are completed through your Account page. You'll photograph 13 predetermined positions — 8 exterior, 4 interior, and the fuel gauge — one at a time using a guided wizard. Each photo must be taken within 10 minutes of upload (verified via EXIF data). After all 13 photos are submitted, you'll type your initials to confirm the inspection. Staff reviews and countersigns before the rental is marked complete.

Question 19

What if I can't complete the inspection on my phone?

Accepted Answer

The inspection wizard works on any modern smartphone or tablet browser — no app download required. If you're having technical difficulties, contact us via the chat widget immediately. Do not drive the vehicle until the pre-rental inspection is complete.

Question 20

What happens if damage is found during the post-rental inspection?

Accepted Answer

Our staff compares pre- and post-rental photos using AI-assisted review. If new damage is identified, we'll contact you with details and photos. Your liability depends on your selected waiver tier. Disputes are handled on a case-by-case basis with full photo documentation provided to you.

Question 21

Will I receive a reminder to complete the post-rental inspection?

Accepted Answer

Yes. We send an automated reminder email on your scheduled return day. You can also access the inspection wizard at any time from your Account page by clicking the inspection button on your confirmed booking.

Question 22

Can I extend my rental?

Accepted Answer

Yes, subject to vehicle availability. You can extend your rental from the Account page — click "Extend Rental" on your confirmed booking, choose the number of additional days (1–14), and complete the Stripe checkout. Extensions are capped at 14 total days per booking.

Question 23

How is the extension price calculated?

Accepted Answer

Extensions use blended pricing: full 7-day blocks are charged at the weekly rate, and any remaining days are charged at the daily rate. WI sales tax (5.5%) and a payment processing fee (2.9% + $0.30) are added. The exact amount is shown before you confirm.

Question 24

What is the maximum extension length?

Accepted Answer

Each booking can be extended by a maximum of 14 days total across all extensions. Once the 14-day cap is reached, you must return the vehicle and make a new booking if you need the vehicle longer.

Question 25

Will I receive an offer to extend before my return date?

Accepted Answer

Yes. We send an extension offer email two days before your scheduled return date. You can also initiate an extension at any time from your Account page before the return date.

Question 26

Does my damage waiver coverage extend automatically?

Accepted Answer

Yes. When you extend your rental, your damage waiver coverage extends right along with it. Your selected waiver tier stays active for the full duration of the vehicle being in your possession — the daily waiver rate continues to apply through the extension just as it did during the original rental period. As long as you have the vehicle, you have coverage.

Question 27

How much is the security deposit?

Accepted Answer

The refundable security deposit is $100 and is collected at checkout alongside your rental payment. It is held as a separate line item and is fully refundable after the vehicle is returned and the post-rental inspection is completed with no new damage found.

Question 28

When will my deposit be refunded?

Accepted Answer

Deposit refunds are initiated after staff completes the post-rental inspection and marks the rental as complete. Refunds typically appear on your original payment method within 5–10 business days, depending on your bank or card issuer.

Question 29

What time do I need to return the vehicle?

Accepted Answer

All vehicles must be returned by 5:00 PM on your scheduled return date. Our office and gate close at 5:00 PM, so late returns after that time may not be accepted and could result in an additional day charge. If you need more time, use the Extend Rental option in your account before your return date.

Question 30

Can the deposit be withheld?

Accepted Answer

The deposit may be partially or fully withheld if the vehicle is returned with new damage not covered by your waiver tier, if the vehicle is returned with significantly less fuel than at pick-up, if the vehicle is returned late without an approved extension, if the vehicle is returned with a strong odor from smoking marijuana, cigarettes, or any other substance inside the vehicle, or if the vehicle requires excessive cleaning beyond normal use. You will always receive written notice with photo documentation before any deposit withholding.

Question 31

Why do you verify my driver's license?

Accepted Answer

License verification is required by our insurance and risk policies to confirm you are legally permitted to drive and that the information on your account matches your license. It also helps protect all renters by ensuring only qualified drivers operate our vehicles.

Question 32

How do I submit my license for verification?

Accepted Answer

During the booking process (Step 6), you'll be prompted to upload a clear photo of your driver's license. You'll also enter your date of birth, license number, issuing state, expiration date, and self-attest to any DUI or major violations. Our system uses AI-assisted review to cross-check the information.

Question 33

How long does verification take?

Accepted Answer

Most verifications are reviewed by staff within a few hours during business hours. You'll receive an email notification when your license is approved or if additional information is needed. Your booking is confirmed immediately after payment — verification is completed before your pick-up date.

Question 34

What if my license is rejected?

Accepted Answer

If your license cannot be verified (expired, unreadable photo, information mismatch), you'll receive an email explaining the issue. You can resubmit a clearer photo or corrected information from your Account page. Contact us via the chat widget if you need assistance.

Question 35

Is my license photo stored securely?

Accepted Answer

Yes. License photos are stored securely and are only accessible to authorized staff for verification purposes. We do not share your license information with third parties. See our Privacy Policy for full details.

Vehicle Availability

Booking Process

Damage Waivers & Coverage

Vehicle Inspections

Rental Extensions

Security Deposit & Refunds

Driver License Verification

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