Renter FAQs (Reimbursements)

Can I get a reimbursement?
If you need to request a reimbursement from the Host, you can do so through the reimbursement form located in the app. The Renter 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 are the timelines for requesting a reimbursement?
If a Renter has concerns with the vehicle prior to the start of their trip, the Renter is required to document them immediately and report them to the Concierge team via the live chat within the app or website. If a Renter begins their trip prior to submitting a request, it may be denied. Additionally, if the reimbursement request is submitted after 24 hours, it will automatically be denied.

Renters may request reimbursements for the following: 

• Major damage to the vehicle
• The vehicle is not as described on the confirmed trip 
• The Host is over 1 hour late 
• Clear damage to the interior or exterior

What is required for reimbursement?

Renters must adhere to the following rules:

• Please notify the Host 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 Renter and Host.
• If there is internal or external damage to the vehicle prior to your trip, please submit the required photos to the carSHAiR team via the app prior to starting your trip.
• At that time, carSHAiR will review the documentation and determine whether the Host violated the vehicle posting requirements 
• If approved, please allow 3-5 business days for the reimbursements to be processed

SMOKING

Hosts and Renters are not permitted to smoke in any carSHAiR cars at any time. If a Host delivers a vehicle and there is evidence of smoke, vaporized substances, aerosol fumes, or ashes, the Renter must report it to the carSHAiR Team immediately prior to beginning their trip and must not accept the vehicle into their possession. The Renter will be reimbursed for the entirety of their trip. The carSHAiR team will assist the Renter in locating the next nearest available vehicle for the Renter. Please allow up to 3-5 business days for processing reimbursements. 

Host Fees

If a Renter picks up a car and there is any indication of the use of tobacco-related products, e-cigarettes, and or vaporizers, Hosts may be charged a flat fee of $50 and may have their vehicle removed from the carSHAiR platform. $40 will go to the Renter as a credit towards their next trip (not cash) and $10 will go to carSHAiR for processing fees. The Renter will also receive a full refund for the trip.

Renter Fees 

If a Renter returns a Host’s vehicle and there are odors, vaporized substances, aerosol fumes, and or ashes, the Host must report it to the carSHAiR Team within 24 hours of the completed 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. This fee will be charged to the Renter. At carSHAiR’s discretion, 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 vehicle had mechanical issues not caused by the Renter
• The vehicle did not have valid registration 
• The vehicle violated road safety requirements 
• The Host did not pick up their vehicle within 48 hours

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

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

• Contact the Host via the app’s messenger feature and ask the Host when they expect to arrive at the carSHAiR Spot.
  
  

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

• Renters may request a late fee reimbursement of $50 if the Host is 1 hour or more late, but they will need to inform the Host through the app’s messenger feature that they are requesting a late fee.
  
  

• The Host will be charged a late fee if the request is approved by carSHAiR. Please allow 3-5 business days for processing. 

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

What happens if the Host is late for a drop-off?
If the Host is late to the carSHAiR Spot and has not contacted you, please follow these steps:

• Contact the Host via the app’s messenger feature and ask the Host when they expect to arrive at the carSHAiR Spot.
  
  

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

• Renters may request a late fee reimbursement of $50 if the Host is 1 hour or more late, but they will need to inform the Host through the app’s messenger feature that they are requesting a late fee.
  
  

• The Host will be charged a late fee if the request is approved by carSHAiR. Please allow 3-5 business days for processing. 

What happens if a Host changes the pick-up location or drop-off location without my consent? 

If a Host changes either agreed upon location, please refer to the following:

• If the Host changes the location without prior written consent using the carSHAiR app messaging feature, a Renter may cancel the trip and receive a full refund.
  
  

• If the Renter decides to accept the new location, the Renter may request reimbursement up to $50.
  
  

• If approved by carSHAiR, the Host will be charged up to $50.
  
  

• Please allow 3-5 business days for all reimbursements to be processed.