Ahead of this summer season, we’re revamping the key exchange pickup and return experience. The flow will bring more clarity around what you and drivers need to do when you meet, as well as create more flexibility for everyone.
When will this change apply?
All key exchange rentals starting after the 30th of June will be managed using the new key exchange system. Key exchange rentals that take place before that date but that were booked after the 26th of June will also be impacted.
How will the rental agreement be created?
It is now mandatory that the driver performs a pickup and return inspection in order to start and end the rental. The rental agreement will be created by the driver.
You will be notified in the app and via a push notification when the driver has finished and uploaded the rental agreement information. Only then should you let the driver start the rental and drive off.
It is still important for you to document the state of your car and contribute photos. Our teams will use the photos you take alongside those taken by the driver if the arises. To document the state of your car, you can start a car inspection from the rental page. We recommend you do this while you wait for the driver to show up to the meeting spot, just before the rental starts.
Do I still have to check the driver’s documents?
Following feedback from the owner community, we have changed the profile verification and identity management system for key exchange to lower the work for owners.
Instead of photographing the driver’s credit card and documents, you now simply need to verify that the driver who shows up is the person who booked the car, whose personal information we have on file.
To do so, a few hours before the rental starts, we will show you the driver’s license information in the app. When the driver shows up, ask them for their license, compare the license you have in hand with what we have on file, and confirm the driver’s identity - easy.
If the wrong driver shows up, get in touch with the main driver: they need to be present for the rental to start. If anything seems suspicious, get in touch with us, or cancel the rental.
The driver’s profile must be verified before the rental starts. If you let a driver take your car without their profile being verified and without them having performed an inspection,** insurance coverage will not apply**.
You’ll be able to see the driver’s profile verification status in the app before the rental. If the driver isn’t verified, it will be clearly displayed on the rental page, and we recommend you get in touch with them a few days before the rental to encourage them to go through the verification process.
Do I have to be there when the rental ends?
As the rental agreement happens on the driver’s phone, something comes up, you can send a friend or family member to collect the keys from the driver. We hope this will help you manage your rentals with friends and family members, and provide you with more flexibility.
However, it is still required that someone be present at the end of the rental if you are unable to be there. The person needs to safely collect the keys, and make sure that the driver completes the return inspection in order for insurance coverage to apply. If you ask your driver to hide the keys or leave them in the car, you will not be covered if something goes wrong.
It is also strongly recommended that you complete a car inspection when the driver returns the car. Similarly to the start of the rental, you’ll be able to start the car inspection process from the rental page.
How will adjustments and penalties be managed?
Following feedback from owners and drivers, we wanted to remove the sometimes uncomfortable calculation of fuel and mileage costs at the end of the rental.
Fuel and mileage adjustments, including the distribution of mileage packages, will be automatically triggered when the rental is ended based on the readings that the driver provides.
If you feel the driver was dishonest, don’t worry - the fuel and mileage readings are backed up by photos. Just get in touch with us and we’ll correct the adjustment based on the photos that were taken.
What happens if the driver damages my car?
In the rare and unfortunate event that your car is damaged, the updated key exchange flow will make managing claims faster and easier for you, as all the photos taken by the driver, as well as those you take during your car inspections will be available automatically to our team.
If you discover that the driver damaged the car, you need to file a claim, as previously. You can do this from the rental page.
If the driver documents the damage during the return process, this information will also be available for our teams.