Host FAQs (Reimbursements)

Can I request a reimbursement?
If you need to request a reimbursement from the Renter, you can do so through the reimbursement form located in the app. The Host can request a reimbursement for up to $250 using the carSHAiR app. If the reimbursement amount is greater than $250, the carSHAiR Team will need to be notified via live chat. Upon approval, please allow 3-5 business days for the funds to be processed. 

Use the following guidelines to submit a request for up to $250:

  1. Open the carSHAiR app
  2. Select Trips
  3. Click on the specific trip you are seeking reimbursement for 
  4. Under the info page, click Reimbursements
  5. Select the Add tab
  6. On the top right, enter the amount and reason 
  7. Select, Request Reimbursement 


What happens when I submit a request for reimbursement?
Upon completing a request, the Renter will be notified via the carSHAiR platform. The Renter will be able to accept or deny the request. Please allow up to 3-5 business days for approved requests. If the Renter denies the request, it will be escalated to the Reimbursements Team for review. Use the live chat to chat with a Concierge member regarding the status of your reimbursement request.

What are the timelines for requesting a reimbursement?
Upon completion of the trip, you may submit a reimbursement request if you are seeking compensation within 23 hours for the following: 

  • Major damage to the vehicle
  • Refuel
  • Tow or impound fees
  • Excessive distance driven
  • Interior and exterior cleaning, including but not limited to smoking and pet fees
  • Minor damage to interior or exterior, rims, scratches, etc. 


Please note, if the reimbursement request is submitted after 24 hours, it will automatically be denied unless it’s regarding a toll or ticket reimbursement. 

What is required for getting a reimbursement?

  • If the amount does not exceed $250, please submit a reimbursement form to the Renter through the app; 
    • If the Renter accepts the charges, please allow 3-5 business days for processing
    • If the Renter denies the charges, please contact the carSHAiR Team via the live chat

  • If the amount exceeds $250, please submit the reason(s) for reimbursement within the appropriate timeline (see section above) to a carSHAiR Team Member. This is done by selecting the reimbursement button in the app to fill out the Reimbursement Form.

  • Please notify the Renter of the requested reimbursement through the messaging feature in the app.

  • All reimbursement requests must include time-stamped before and after trip photos, receipts, and any written documentation between the Renter and Host via the app. At this time, any charges exceeding $250 cannot be processed through the app. If there are no applicable before and after photos, the claim will be denied.

  • If there is internal or external damage to your vehicle, please submit the required photos through your Host portal via the app which will allow us to verify if the Renter is indeed responsible. Time-stamped before and after photos are required for a carSHAiR Team Member to determine if the Renter was responsible for the damages.

  • carSHAiR will review the documentation and determine whether the Renter is ultimately responsible for the damages.

  • If approved, please allow 3-5 business days for the reimbursements to be processed.
INCONVENIENCE FEES

If carSHAiR approves your reimbursement request, the Renter will be charged an additional 10% fee for processing.

Example:

  • A Renter returned your vehicle without enough fuel. You submit a reimbursement request for $100 and provide the proper documentation. carSHAiR approves this reimbursement request. A 10% fee may be added to the cost of the fuel, totaling $110. The Renter pays this in full. You will receive 100% of the reimbursement request and carSHAiR will receive the remaining for processing. 
CLEANING REIMBURSEMENT 

If your vehicle needs excessive cleaning by a professional, you may be eligible for a cleaning reimbursement. Use the guidelines below to determine what fees are allotted to each service:

Package

Details

Flat Fee

Additional carSHAiR fee

Standard cleaning

Exterior wash, light interior detail, and vacuum

$25

10%

Standard cleaning + Interior detail 

Exterior wash, shampooing upholstery and carpets

$100

10%

Deep exterior cleaning

Removing mud, heavy dirt, tree sap

$80

10%

Deep exterior cleaning + Interior detail 

Removing mud, heavy dirt, tree sap; exterior wash; shampooing upholstery and carpets

$160

10%


  • Submit a request within 23 hours of the end of the trip to the Renter if the reimbursement does not exceed $160;
      1. If the cleaning fees are greater than $160, please notify the Renter and contact the carSHAiR Team via live chat.

  • Include time-stamped before and after photos of your vehicle that meet these guidelines:
      1. Clearly show the condition of your vehicle’s interior and exterior.
      2. Take pre-trip photos within 1 hour of the trip start time. 
      3. Take post-trip photos within 1 hour of the trip end time. 
      4. Upload these photos to your Host Portal via the app to verify the time of upload.

  • If a smoking reimbursement was already processed for this trip, the cleaning fee will be ineligible.  
SMOKING FEE REIMBURSEMENT 

Renters are not permitted to smoke in any carSHAiR cars at any time. If a Renter returns a Host’s vehicle and there is evidence of smoke, vaporized substances, aerosol fumes, or ashes, the Host must report it to the carSHAiR Team within 24 hours of the end of the trip. The maximum fine for vehicles under $135,000 is $150. For cars valued over $135,000, the minimum fine is $200 and the maximum is $500. The Renter may also be removed from the carSHAiR platform. 

For more information, please refer to our Smoking Policy

TOW & IMPOUND FEE REIMBURSEMENT

Renters must notify the Host if the vehicle was towed or impounded. For tow and impound fee reimbursements, please use the following guidelines:  

  • The Host must pick up their vehicle within 48 hours. Hosts can reach out to the carSHAiR Team using our 24/7 live chat feature.

  • The Host must submit photos within 7 days of reporting the tow/impound that:
    • Clearly show the dated invoice
    • Clearly show the dated payment receipt

Need more information on tow and impound fees? Refer to our Roadside Assistance Policy. 

What happens if my vehicle is impounded?

If your vehicle is impounded and the Renter is not permitted to pick it up, you can request a reimbursement from the Renter plus an inconvenience fee. The Renter will be responsible for paying these costs if the tow and impound occurred during their trip.  

Example:

  • Your vehicle was towed and impounded during a trip and the total cost was $200. The Host will receive the total cost of $200. The Renter will be charged an additional 10% fee, which will be owed to carSHAiR for processing. Hosts should expect the funds to be processed within 3-5 business days once the reimbursement request is approved by carSHAiR.
TICKET & TOLL FEES REIMBURSEMENT

Renters are responsible for any tickets and tolls issued during their trip. This includes traffic violations, parking tickets, and metered tickets. Use the messaging feature on the app to notify the Renter and submit photo verification of the toll fee(s) or ticket(s).

Hosts are required to opt into their local toll programs. Renters will not be responsible for penalties or late fees on toll charges. 

If you pay tolls automatically with a transponder or want to request a reimbursement for tolls, please use the guidelines below:

  • Request a reimbursement via the carSHAiR app. 

  • Submit the payment receipt within 30 days of the completed trip.

  • Hosts may be eligible to receive a 100% refund.
FUEL REIMBURSEMENT

You may submit a reimbursement request for fuel or electric vehicle charging within 24 hours of the end of the trip. See guidelines below:

  • Provide time-stamped photos of the fuel gauge before and after the trip within 24 hours of the end of the trip.

  • Submit receipts for fuel or charging fees within 24 hours which clearly show the number of gallons/liters. Please note, at-home charging for a vehicle that is less than half of charge level, a maximum of $30 charge may be charged to the Renter. If the charge level is half or more, the maximum charge will be $15. 

  • Hosts may be eligible to receive a 100% refund.
EXCESSIVE DISTANCE REIMBURSEMENTS

As a Host, you can set the guidelines for overages. The rate must be decided prior to the Renter booking a trip. If the Renter exceeds the mileage allowance, you must submit your request for the charges within 24 hours of the trip ending. The maximum fee is $1/mile for vehicles under $135,000. The maximum fee is $5/mile for vehicles above $135,000. See guidelines below:

  • Submit a request within 24 hours of the trip end time to the Renter if the reimbursement amount does not exceed $250.

  • If the fees are greater than $250, please notify the Renter and contact the carSHAiR Team through the live chat. 
DAMAGE REIMBURSEMENT

Depending on the extent of the damage, if a Host opted in for carSHAiR coverage, they may request a reimbursement. Reimbursements must be less than the deductible. If you selected Host Provided insurance, you will be responsible for dealing directly with the Renter. CarSHAiR will not be responsible for any claims and reimbursements for damages with Host Provided insurance. 

Use these guidelines: 

    • Damages must be submitted within 24 hours of the trip ending.

  • The Host may request a reimbursement from the Renter if the amount does not exceed $250.
  • If the damages exceed $250, please notify the Renter and contact the carSHAiR Team via live chat.
LATE FEE REIMBURSEMENT

What happens if the Renter is late for pick-up?
If the Renter is late to the carSHAiR Spot and has not requested a new pick-up time, please follow these steps:


  • Contact the Renter via the app’s messenger feature. You can also find the Renter’s contact information on the Renter’s profile. Ask the Renter when they expect to arrive at the carSHAiR Spot.

  • If you are not able to get in contact with the Renter within 1 hour of their trip starting, please contact a carSHAiR Team Member through the live chat.

  • Hosts may request a late fee reimbursement, but will need to inform the Renter through the app’s messenger feature that they are requesting a late fee.

For more information on late fees, refer to our Late Fee Policy.

What happens if the Renter is late for a drop-off?
If the Renter is late to the carSHAiR Spot and has not put in a request for an extended trip, please follow these steps:

  • Contact the Renter via the app’s messenger feature. You can also locate the Renter’s contact information on the Renter’s profile. Ask the Renter when they expect to arrive at the carSHAiR Spot.

  • If you are not able to get in contact with the Renter within 1 hour of the end of the trip, please contact a carSHAiR Team Member via live chat.

  • Hosts may request a late fee reimbursement, but will need to inform the Renter through the app’s messenger feature that they are requesting a late fee.

What happens if a Renter drops my vehicle off at a different location? 

If the Renter returns your vehicle to a different location than the one that was agreed upon, they will be charged an additional $1.00/per mile for every mile that the new location is from the original drop-off location in addition to an inconvenience fee. 


  • Submit a request within 24 hours of the end of the trip to the Renter if the reimbursement does not exceed $250
    • If the inconvenience fee exceeds $250, please notify the Renter and contact the carSHAiR Team through the live chat

Example:

A Renter is running late and needs to catch their flight. The original drop-off location is One Bunker Hill in Los Angeles, but they leave the vehicle at the LAX Airport without getting written consent from the Host. The distance between the two locations is 17 miles. The additional fee incurred will be $17 for the mileage, plus an inconvenience fee. 

THEFT REIMBURSEMENT

What happens if accessories (stereo system, dash camera, etc.) are stolen?

If anything is missing or stolen from your vehicle, you must immediately report it to your local police and fill out the reimbursement form in the app. If the item is worth more than $250, then notify a carSHAiR Team Member through the live chat. The carSHAiR team must receive a copy of the stolen property report. carSHAiR will review each theft claim on a case-by-case basis. 

KEY REPLACEMENT REIMBURSEMENT

If a Renter loses your keys, you must submit a reimbursement request within 24 hours. If your vehicle is valued at under $65,000, there will be a maximum reimbursement amount of $250. For vehicles valued above $65,000, there will be a maximum reimbursement amount of $500.

  • Submit a request within 24 hours to the Renter via the app if the reimbursement does not exceed $250.

  • If the replacement fee is greater than $250, please notify the Renter and contact the carSHAiR Team via live chat.

  • Include 2 quotes for the new key if the amount exceeds $250.
SECOND OPINION FOR REIMBURSEMENTS

When submitting a reimbursement request for any damages to your vehicle including but not limited to key replacements, stolen tracking devices, etc., the Host is required to provide 2 quotes from different accredited businesses. If the Host does not submit the proper documentation, their request may be denied. carSHAiR has the right to acquire a secondary quote on all reimbursements. For more information, refer to our Second Opinion Policy.  

Contact Us

If you have any questions, You can contact us:

  • By email: contactus@carshair.com
  • Toll-free: 1.844.474.2478 (i SHAiR 8)
Last updated: 2022-03-15T00:00:00