ACCOUNT SET UP

How do I apply to become a verified member?
You can get verified through the carSHAiR app or website. Please follow these steps:

1. First, select Profile on the menu bar. 

1. Hit Get Verified (below the Confirmed Details section).

1. Follow the prompts. Among other things, you will be asked to enter your contact information, scan your driver's license*, and take a quick selfie. 

*Pro-tip: Your license must be in clear legible condition. This must be the license of the individual who is driving. Double-check that there are no worn areas or residue on either side and that there is no glare when you take the photo.

How long does it take to find out if I am approved?
The verification process usually takes 1-3 minutes. However, in some rare cases, authentication may take up to 24 hours for additional screening. In those instances, a concierge member will reach out to help you through the process.

How do I know if I am approved?
You can check your confirmed details under your profile. If you have two green check marks next to Approved to Drive and email/phone number, you’re ready to book a trip! You’ll also be eligible to post your car if you choose to do so.

Why do I only have one green checkmark?
To post your vehicle or book a trip on carSHAiR, you must have passed all the verification steps when setting up your account. Be sure to use your current phone number as we may text you at this number with a verification code! Also, double-check that when you scan your license it is free of any dirt, scuffs, or residue. Most importantly, take your photo in good lighting and your selfie should be a mere 6 to 8 inches from your face because our 3D facial recognition software is very sensitive!

Why was I not approved?
carSHAiR has the highest security measures in place to protect the carSHAiR community. Here are some reasons why you may not have been approved:

• You have an old version of the app. Check your app store for more details. 
• You tried submitting a digital copy of your driver’s license (like a photo of a license or temporary license) instead of a hard copy.
• Your license is expired or a learner’s permit.
• Your license is illegible in certain places due to holes, cuts, tears, excessive wear, etc.
• You didn’t use your legal name as it appears on your driver’s license.
• The phone number you provided is not up-to-date.
• You used an old address.
• You have a criminal record.
• You do not have a clean driving record:
• Excessive speeding violations.
• Driving under the influence or traffic violations.
• More than 3 no-fault accidents within the past 2 years.
• More than 1 at-fault accident within the past 3 years.
• More than 1 reckless driving conviction within the past 3 years.
• A DUI, DWI, DWAI, or similar offenses within the past 7 years. 

Can I get manual approval from the carSHAiR Team? 

If you were not approved during the verification process and you have a clean driving record and no criminal record, please reach out to the carSHAiR Team using the live chat feature for assistance. They may ask additional security questions and request additional documentation. Not all approval requests will be granted.

If I fail the verification, can I try again? 

Yes, you can. Check your app store to confirm that you have the latest version of the carSHAiR app. If you still encounter issues, feel free to reach out to the carSHAiR Team using the live chat feature for instant help with your account set-up.

What if I need help managing my account? 

No worries! Our Concierge team is available 24/7 through the live chat feature in the app or on our website. 

Why can’t I manage my account by phone?

To prevent long hold times or menu prompts, we use live chat to be able to speak with Users within seconds. We have strategically sourced our team in the US and Canada to be able to provide help any time you need it! Perks of the live chat are that it can decrease troubleshooting resolution time and increase user satisfaction. Chats can also be saved so you may review them at a later date.

DAILY RATE

Why does the daily rate change?

Some cars may be more in demand on the weekends versus the middle of the week. A Host can change the daily rate for any day of the week. 

AGE RESTRICTION 

Is there an age restriction for Renters?

Yes, to become an approved Renter in the US, the applicant must be at least 21 years of age. 

Are there restrictions or fees for young Renters?

Renters must be 21 years or older to reserve a vehicle on carSHAiR. Young drivers may also be subject to certain fees. Please use the following guidelines:

• Ages 21-24 vehicles under $100/day an additional $35/day
• Ages 21-24 vehicles over $100/day an additional $50/day
• Ages 25-29 vehicles over $135k, an additional $25/day

DEPOSITS

Do I have to pay a security deposit?

We do not require security deposits for carSHAiR cars. 

INSURANCE 

I don’t have car insurance. Can I book a trip?
Yes! To book a trip, a Renter only needs to be approved and to select a carSHAiR coverage package. 

Why do I need second-party coverage? 

To protect your experience, Users must select one of the carSHAiR coverages unless the Host you’re renting from has commercial insurance on the car. This is because almost all insurance policies are not for commercial use, which means that your insurance may not cover your trip. By selecting a carSHAiR coverage package, you also ensure your insurance premiums will never go up if you have an accident while car sharing.

What types of coverage do you offer?

There are 2 different options for Renters to select from. Each one is made available through Crum & Forster, a second-party insurance company.

Ultimate

For Renters who understand the risks and unpredictability of the road.
Enjoy the full extent of our million-dollar combined single limit coverage with the Ultimate plan. You’ll get a 100% discount on flat fees for roadside assistance and towing, and a $200 credit towards towing mileage. When you select the Ultimate coverage, you also have a zero out-of-pocket deductible on average vehicles** and a maximum deductible of $500 on the highest value vehicles***.

Minimum

For Renters who have experience driving and need just the basic coverage.
Our Minimum plan covers both bodily injury (per person and accident) and physical damage per state minimums (or three times what’s required in California). Renters also receive a 5% discount on flat fees for roadside assistance and towing, plus an additional $10 credit towards towing mileage. This package carries a maximum out-of-pocket deductible of $2,000.

Do I need to purchase carSHAiR coverage if my credit card has auto insurance for rental cars?
Yes, because the auto insurance on your credit card may not cover commercial use. In addition, it may not cover the actual cash value of the car you are renting. Under carSHAiR’s coverage packages, you will have full protection for the actual cash value of the rental car.

For more information, please refer to FAQs for Renter Coverage. 

CONTACTING THE HOST

How do I contact the Host?
You must contact the Host directly through the carSHAiR app’s messaging feature. 

Can I text the Host to coordinate pick-up and drop-off of the vehicle?

To protect the Renter and Host, it is required that all communication regarding trips is communicated through the carSHAiR app’s messaging feature. Should a mishap occur, carSHAiR will be able to review previous messages and assist both parties. 

CHECK-IN & CHECK-OUT

Does carSHAiR have designated check-in and check-out locations?
At this time, we do not have specific carSHAiR locations. The Host is responsible for coordinating where check-in and check-out will take place.

Can I request the car be delivered to a specific location?

Hosts may offer delivery (drop-off) to certain locations at their discretion but are not required to do so. To check if the Host offers delivery (like at a nearby airport for example), simply click the address when reserving the vehicle to view all available options. Select the location you prefer to use before booking. The Host may charge a set price for this service, or offer it complimentary at their discretion. If you require delivery to a location not listed, contact the carSHAiR Team and we can help confirm if the Host is willing to accommodate.

*Pro-tip: At this time, delivery fees are not reflected in the total trip price, so you will want to plan for the additional delivery or pick-up fee.*

Is contactless check-in or check-out an option?

At this time, Hosts must be present at the start and end of all trips. Lockboxes and codeshares are not permitted with carSHAiR; this may change in the future. 

What is required at check-in? 

Please use the following checklist to correctly check-in for your trip. 

Renter Documents (Shown to Host)
Physical copy of Renter’s driver’s license	✔
Physical copy of credit card used for booking	✔

Renter Photos (Minimum of 14 and time-stamped)
6 Interior; driver and passenger side	✔
6 Exterior; driver and passenger side	✔
1 License plate clearly visible in minimum 1 photo	✔
1 Fuel gauge	✔

If a Renter does not properly check-in or check-out for their trip, they will not be able to utilize the carSHAiR coverage and will be liable for any damages and fees associated with their trip.

Can anyone else drive the car I booked?

Additional Renters are permitted if they are verified on carSHAiR and added to the trip reservation. Requirements listed below:

• All Renters must be approved to drive on carSHAiR before operating the vehicle.
  
  

• Once the additional Renter has created their account and is approved to drive, simply message our Concierge Team through the live chat to add them to the trip.
  
  A Young Renter fee may apply depending on the age and risk level of the additional Renter.
  
  

• Additional Renters must also bring their valid driver’s licenses for the Host to verify.
  
  

• Not following these steps may result in a trip being canceled by the Host, additional charges, and/or denial of claims. 

For example: If additional renters state their intention to drive, but have not been (1) approved to drive or (2) added to the trip, the Host may immediately terminate the trip. In this case, a Renter would only receive a 50% refund. They would also be charged a 20% inconvenience fee plus delivery charges (if previously agreed upon). 

You mustn’t let any unauthorized person(s) operate the vehicle during your trip. 

For example: If the Renter allows another person to operate the vehicle who is not approved to drive and who has not been added to the trip, the Renter’s coverage would be void if any damages occur. The verified Renter will be held responsible for any fees or costs associated with the trip. carSHAiR also reserves the right to immediately end the trip if an unauthorized Renter is operating the vehicle.

What happens if the Host is late for check-in?
If the Host is late to the check-in location and has not made a request to adjust the time, please follow these guidelines:

• Contact the Host via the app messenger or search for the Host’s contact information on the Host’s profile. Ask them when they will be at the check-in location.
  
  

• If you are not able to get in contact with the Host, reach out to the carSHAiR Team via the Live Chat either on the website or in the carSHAiR App (Apple & Google Play).
  
  

• Renters may request a late fee reimbursement but will first need to inform the Host through the carSHAiR app messenger that they are requesting a late fee. For more information, please refer to our Late Fee Policy.
  
  

• Please allow up to 3-5 business days for processing if the late fee is approved.

What happens if the Host is late for a check-out?
If the Host is late to the check-out location, please follow these guidelines:

• Contact the Host via app messenger or search for the Host’s contact information on the Host’s profile. Ask them when they will be at the check-out location.

• If you are not able to get in contact with the Host, reach out to the carSHAiR Team through the Live Chat either on the website or in the carSHAiR App (Apple & Google Play).

• Renters may request a late fee reimbursement but will first need to inform the Host through the carSHAiR app messenger that they are requesting a late fee. For more information, please refer to our Late Fee Policy.
  
  

• Please allow up to 3-5 business days for processing if the late fee is approved.

Can I change my check-in and check-out locations?
Renters may request a change in the check-in or check-out location as long as the Host agrees and provides written consent.

Example:

• Renter writes: “Hi Host, do you mind if we change the drop-off location to 32nd Ave Parking Lot #3 instead of 22nd Ave Parking Lot #2?” Host responds: “Hi Renter, yes.”

CHANGING TRIP DATES

Am I able to cancel a trip if something comes up?
The short answer is YES. Read the guidelines below to see how refunds are issued:

100% Refund:

We’ll give you a full refund if you cancel within our free cancellation period! 

• For Trips booked less than 24 hours before the start date, cancel for free up to one hour after your trip has been confirmed. 
• For Trips booked within 7 days of the start date, cancel for free up to 24 hours after the trip is confirmed.
• For Trips booked 8 days or more in advance, cancel for free up to 72 hours before the trip starts.

Renters who are entitled to a full refund can request a refund to their original payment method.Once the refund is issued, please allow up to 3-5 business days for processing.

Exceptions may be made for:

• Proof of flight delays or cancellations (must be in Renter’s name)
• Severe accidents
• Cancellations due to the vehicle not meeting the cleaning and disinfecting criteria 
• Bereavement

50% Refund:

If you miss the free cancellation period, your cancellation fee is based on the scheduled trip length. If you cancel a trip that you modified after the free cancellation period ended, we’ll base your refund amount on the cancellation policy and the original trip information.

Example:  A Renter books a trip for $250. The Renter would only receive 50% of the refund, totaling $125. The Host will receive the $125 minus a 10% inconvenience fee for our carSHAiR Team.

Can I extend my trip?
You’ll need to check the vehicle’s availability to ensure it’s not already booked on those days. If it is available, you are required to adjust trip dates in the app using the trip extension feature. 

If a Host cancels my trip will I get a refund?
If a Host cancels your trip outside of the free cancellation period (same as the guidelines used for Renters), you will be entitled to a $40 inconvenience fee.
 

If a Host cancels my trip early will I get a refund?

If at any time a trip is canceled because of the Host, the Renter will receive a refund for the remaining days. 

CLEANING

Who is responsible for cleaning the vehicle?
Renters are responsible for cleaning the car before they return it. If the Renter returns the vehicle and the vehicle requires cleaning, fees may apply. See the following chart for guidelines:

Package	Details	Flat Fee
Standard cleaning	Exterior wash, light interior detail, and vacuum	$25
Standard cleaning + Interior detail	Exterior wash, shampooing upholstery, and carpets	$100
Deep exterior cleaning	Removing mud, heavy dirt, tree sap	$80
Deep exterior cleaning + Interior detail	Removing mud, heavy dirt, tree sap; exterior wash; shampooing upholstery and carpets	$160

What are your COVID-19 guidelines?

We require all hosts to clean, disinfect, and sanitize a vehicle prior to listing their vehicle to decrease the risk of spreading the COVID-19 virus. Cleaning refers to the removal of dirt, garbage, unreasonable debris, and impurities, including germs from all surfaces. Disinfection refers tousing cleaning agents and chemicals, like EPA-registered disinfectants to kill germs on surfaces. 

carSHAiR is adamant about preventing the spread of the COVID-19 virus. Please be advised of the vehicle quarantine protocols:

If the carSHAiR Team is informed that a vehicle and its guests have been in contact with the Coronavirus, the vehicle will be paused on the platform, quarantined, cleaned, sanitized, and disinfected for a minimum of 14 days before being returned to service.

What if I run out of time and return the car dirty?
If you return a Host’s car with excessive dirt, you may be charged a cleaning fee from the Host. If there is damage to the seats (spills, dirt/mud, cigarette smoke damage, or any stains), the Host has a right to request a cleaning fee and charges may appear on your original payment method. Please review the Cleaning Policy. 

THEFT 

What happens if the car is stolen during my trip?
If you suspect the car has been stolen, report it immediately to the Host and the carSHAiR Team. Please follow these steps if you suspect the car has been stolen:

• Renter must contact the Host immediately to report that their car has been stolen.
  
  

• The Host will then contact local law enforcement to file a claim. Please note, law enforcement will not speak to the Renter about the car, only the Host.

• The Renter must contact the carSHAiR Team through the Live Chat either on the app or the website.
  
  

What happens if accessories (stereo system, dash camera, etc.) are stolen from the vehicle during my trip?
If anything is missing or stolen from the vehicle while it is in your possession, you will need to file a claim with local law enforcement.

KEYS 

What do I do if I locked the keys in the car?
If you selected a carSHAiR coverage, our roadside assistance will be able to help you. Please contact the carSHAiR Team through the Live Chat either via the app or website.

What do I do if I lose the Host's car keys?
While the vehicle is in your possession, you are solely responsible for the car and any equipment or accessories that were included for the trip. As a result, you will need to replace the lost keys. 

• For vehicles valued under $65,000, there will be a maximum fee of $250. 
• For vehicles valued above $65,000, there will be a maximum fee of $500.

ACCIDENTS

What if I get into an accident?

If the vehicle is undriveable: 

1. Get to a safe area. 
2. Contact emergency services immediately and file a police report. 
3. Collect the information of all parties involved in the accident. This can protect you from being liable. 
4. Thereafter, contact the carSHAiR Team through the Live Chat either via the app or website. 
5. If you have selected a carSHAiR coverage for your trip, they will contact carSHAiR roadside assistance for you. 
6. Contact the Host once you’ve reported the accident to local law enforcement and confirm with them which repair facility they would like their vehicle taken to.
7. If you suspect the car to be considered a total loss, please let the Host know, as we recommend they tow the vehicle to the Host’s home so the vehicle does not incur storage fees.
   
   

If the vehicle is drivable: 

1. Get to a safe area. 
2. Contact emergency services immediately and file a police report.
3. Collect the information of all parties involved in the accident. This can protect you from being liable.
4. Thereafter, contact the carSHAiR Team through the Live Chat either via the app or website. 
5. If you have selected a carSHAiR coverage for your trip, they will contact carSHAiR roadside assistance for you.
6. Contact the Host once you’ve reported the accident to local law enforcement and confirm with them which repair facility they would like their vehicle taken to.
7. To be eligible for physical damage reimbursements, damages must be reported within 24 hours of the trip ending. Use the reimbursement button on the carSHAiR app, unless the amount exceeds $250. If the amount exceeds $250, please contact the Concierge Team using the Live Chat.
   
   

Important reminder: Police reports must be filed in the event of an accident or damages.

Who pays the deductible if I have been in an accident?
The one at fault will be responsible for paying the deductible. 

Renter at fault: If the Renter rear-ends another car during their trip, the Renter must report it to the Host and then report the accident to the carSHAiR Team. The Renter and Host will be responsible for paying their respective deductibles. If the Renter submits a claim to their insurance and it is denied, the Renter is fully responsible for paying for the damages.

• In most cases, Renters will file a claim through carSHAiR’s coverage first. If for some reason this claim is denied, the Renter will need to submit a claim to their insurance company. If it is still denied, the Renter is personally responsible for damages.
  
  

Renter not at fault: If the Renter is involved in an accident and was not at fault, the Renter is responsible for getting the other party's insurance information to file a claim. 

What happens if I get into an accident and the car is deemed a total loss?
If the car is involved in an accident while being used on a trip and is deemed a total loss, the responsible insurance party will pay the claim just as they would in a normal incident.

What if the Host claims the car was damaged, but I did not cause the damage?
At carSHAiR, we require that you take time-stamped before and after photos at the beginning and end of every trip. This will help us determine if the Host or Renter is responsible for the damages. If the photos document the vehicle having damage before the trip, the Renter would not be responsible.

*Pro Tip: Photos should be clear, in good lighting, and time-stamped. In addition, they should be uploaded to the app before and after the trip. Photos should also include before and after photos of the fuel gauge and odometer.*

1. Damages after a trip
   If the photos document the vehicle having damage only after the trip, carSHAiR coverage will come into effect. If carSHAiR’s coverage denies the claim, the Renter’s auto insurance may be used. If the Renter's insurance denies the claim, the Renter will receive a reimbursement request to pay for the damages.
   
   
2. No damage after a trip
   If the photos document the vehicle not having damage at the end of the trip, the Host will not be able to hold the Renter responsible for the damages and will need to use their insurance. 

RENTER-NOT-AT-FAULT ACCIDENT

Will I be given another car if the car is totaled and I still have a few days left on my trip? 

If a Renter is determined to be not at fault for the accident, the Renter will be allowed to make another reservation. You will only be able to request another vehicle immediately if there is absolutely no doubt at the time of the incident that it was caused by a third party. If this is the case, we will try our best to find you another vehicle within your area to complete your trip.

The carSHAiR Team will reach out to the same Host to see if they have another car available. If they do not, the carSHAiR Team will then search for one in the surrounding area. You will be reimbursed for the remainder of the trip and must book a new trip through the carSHAiR app. Please allow up to 3-5 business days for processing.

RENTER-AT-FAULT ACCIDENT

Will I be able to book another car if the car is totaled and I still have a few days left?

Unfortunately, we will not be able to rent out another car to you for the rest of your trip. You will also not be reimbursed for the remainder of the trip.

• Example: Renter books a trip from Monday - Friday. The Renter causes an accident and is at fault for totaling a car on Wednesday. The Renter is still responsible for paying the daily rate for Monday through Friday. They cannot request reimbursement for the rest of their planned trip.

MAINTENANCE 

What if my vehicle needs emergency services?

carSHAiR Roadside covers:

• Tire changes
• Jump starts
• Lockouts
• Fuel Delivery
• Winching
• Towing
  

Who is responsible for fueling?
The Renter is responsible for returning the vehicle with the same level of fuel. It is important to take clear photos of the fuel gauge before and after the trip.

CLEANING FEES

You must treat a Host’s car like it is your own! If their car needs excessive cleaning by a professional after you have completed your trip, Hosts can request reimbursement from the Renter up to 24 hours after a trip ends depending on the reimbursement type. Use the following chart for guidelines:

Package	Details	Flat Fee
Standard cleaning	Exterior wash, light interior detail, and vacuum	$25
Standard cleaning + Interior detail	Exterior wash, shampooing upholstery, and carpets	$100
Deep exterior cleaning	Removing mud, heavy dirt, tree sap	$80
Deep exterior cleaning + Interior detail	Removing mud, heavy dirt, tree sap; exterior wash; shampooing upholstery and carpets	$160

*Pro-tip: Be sure to take clear interior and exterior photos before and after your trip. Upload the photos to the carSHAiR App.*

I returned the car in great condition, so why is the Host charging me cleaning fees?

No one person is the same and their expectations may differ from yours. You must take photos when you first pick up the car and when you drop off the car. Use the following guidelines:

• Take clear interior and exterior photos before the trip.
  
  
• Take clear interior and exterior photos after the trip.
  
  
• Upload photos to your account in the carSHAiR App.

TICKET & TOLL FEES

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

If a Host pays tolls automatically with a transponder or needs to request a reimbursement for late fees, you will be contacted by the Host for a reimbursement. If the Host submits a reimbursement above $250, the carSHAiR Team will be notified. 

TOW & IMPOUND FEES

What happens if the vehicle is impounded?

If the vehicle is impounded and the Renter is not permitted to pick it up, the Host 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.  

Renters must notify the Host if the vehicle was towed or impounded. Need more information on tow and impound fees? Refer to our carSHAiR Roadside Assistance Policy. 

Example:

• The vehicle was towed and impounded during a trip and the total cost was $200. The Renter will be responsible for covering these costs plus an additional 20% inconvenience fee for a total of $220.
  
  

LATE FEES ON TICKETS & TOLLS 

If you get a ticket during a trip, be courteous and pay it right away. If the ticket was given in-person and the Host did not receive it within 30 days and late fees were incurred, you, the Renter, will be responsible for paying these fees. Charges may be paid to your original payment method. 

INCONVENIENCE FEES

If the carSHAiR Team approves a reimbursement request submitted by the Host, the Renter will be charged an additional 20% inconvenience fee.   

Example:

• You returned the car without enough fuel. The Host submits a reimbursement request for $100 with proper documentation. carSHAiR approves this reimbursement request. You would then be charged a 20% inconvenience fee in addition to the fuel cost, totaling $120.

INTERNATIONAL DRIVING 

Are Renters allowed to drive out-of-state or to another country with the carSHAiR vehicle?

At this time, Renters are not permitted to drive internationally. carSHAiR coverage will not cover an accident that occurs outside of the United States or in the state of New York.  

TRIP LENGTH

How does peer-to-peer car sharing work?

A verified Renter may book another individual's vehicle on carSHAiR. The owner of the car is referred to as the Host. Hosts may offer hourly, daily, weekly, or monthly rates. Some reasons to car share include the greater environmental impact, the cost-effectiveness and convenience over traditional car rental agencies, and the more comprehensive insurance coverage.

How many miles can I drive a day?
When reserving your trip, it is important to read the description of the inclusive mileage and confirm how many miles a Host has allotted. If you exceed this mileage cap, there could be extra charges applied for excessive driving distance. On average, a Host will allow a minimum of 200 miles per day, unless vehicles are valued at over $135,000. The overage fee may vary depending on the value of the car. Typically these can range from as much as $1 per extra mile for vehicles valued under $135,000 and a maximum of $5 per mile for vehicles over $135,000. 

Is there a minimum trip time?

Most vehicles do not have a minimum trip duration. Hosts may set preferences for the minimum trip length in their vehicle(s). If you’d like a shorter trip, just reserve with a Host that accommodates shorter experiences.

Is there a maximum trip time?
We at carSHAiR do not limit the amount of time a Host can share their vehicles. The Host can set preferences for the maximum trip length in their vehicle(s). Use the calendar to check availability for the vehicle you want.

EXCESSIVE DRIVING

The Host sets the guidelines for excessive driving overcharges. This overage rate must be set before the Renter books a trip. Renters must read the description to clarify if there will be excessive driving fees. Renters are responsible for paying these excessive driving fees if they exceed the mileage cap. 

SECURITY

Are tracking devices allowed/required?
At carSHAiR, we want to protect our Hosts and Renters at all times. To that end, we offer all of our Hosts tracking devices for their cars! Hosts may also equip their vehicle(s) with additional tracking and other technology including, but not limited to:

• GPS (Global Positioning System) - tracks vehicle location
  
  
• Telematics - tracks driving behavior such as speeding, hard braking, acceleration, etc.
  
  
• Lojack or disabling technology
  
  
• Dashcams (dashboard cameras) - forward-facing camera(s) with or without an audio, inward-facing camera(s) with or without audio
  
  
• Exterior camera(s) with view(s) of the vehicle’s exterior

Are dashboard cameras allowed?
Dashboard cameras are a great tool to protect both Hosts and Renters. If a Host has a dashboard camera, it is our policy that Hosts must disclose this information on their post and Renters must give clear written consent for dashboard camera(s) recording(s). If a Host later enables a dashcam during a trip, the Host must receive clear written consent from the Renter. 

Follow these guidelines:

• Forward-facing dash cameras must be disclosed on listing and consent must be given by the Renter.
  
  
• Inward-facing dash cameras must be disclosed on listing and consent must be given by the Renter.

• Dash cameras with audio recordings must be disclosed on listing and consent must be given by the Renter.
  
  
• If a Host violates these guidelines, they may be removed/banned from carSHAiR. carSHAiR has the right to handle these cases at its sole discretion.

*Pro Tip: Hosts should use the carSHAiR portal to message the Renter to ask for and receive consent for use of these devices during their trip. It is important to keep a record of this agreement.*

ELECTRIC CARS

What do I do if I run out of charge during my trip?
Renters who selected a carSHAiR coverage may contact the carSHAiR Team to coordinate roadside assistance. If the vehicle has Host Provided insurance, you must contact the Host via the messaging feature in the app or contact a roadside service yourself.

REVIEWS

Can I post a review of the Host?
Absolutely! Renters are encouraged to leave a review of the Host and their vehicle. If you leave a review, it will help keep our carSHAiR community in the loop with users’ trip experiences.

Can I post a review of my trip?
Absolutely! Renters are encouraged to leave a review of their trip! And Hosts can leave a review of the Renter as well. 

Does carSHAiR review comments?
Renters and Hosts are allowed to dispute reviews and submit them to the SHAiR Team. carSHAiR will evaluate our community guidelines and confirm if the review contains harassment, threats, and or other violations.

Can I dispute a review on my profile?

Absolutely. Although our team at carSHAiR does its best to flag inappropriate comments and harassment, if you feel that a review is unjust, please contact the carSHAiR Team through the Live Chat via our app or website.

24/7 CONCIERGE SERVICE (LIVE CHAT)

How can I speak with the carSHAiR Team?
You can speak to a Concierge member through the Live Chat via our app or website. The Live Chat is available 24/7! That’s right, no elevator music, no long hold times, no menu prompt, just instant support when you need it from real people!

Can I be assigned a designated carSHAiR team member to help manage my account?

It is important to us that you have a seamless experience and access to support 24/7. As such, all team members will be able to see your chat history and assist you with anything you may need.

Where is the carSHAiR team located?  

Our team is based in the US and Canada. We do not outsource any of our support services.

• Costa Mesa, California
• Newport Beach, California
• Las Vegas, Nevada
• Dallas, Texas
• Miami, Florida
• Toronto, Ontario
• Victoria, British Columbia 

What is the difference between an Account Manager and a Concierge Member? 

Both have extensive experience when it comes to all things carSHAiR! Hence, they share the workload!  The Concierge team handles account management, troubleshooting, and onboarding new users, with a focus on Host and Renter verification. Account Managers help manage large fleets for Hosts and relations with carSHAiR’s business partners.