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Borrower Guidelines

What if I have yet to receive my deposit and it’s been 7 business days?

Don’t forget, deposits are initiated 72 hours after the lender has ended the reservation and can take up to 5 business days to post to your account. If you still don’t see it please contact our customer support team at help@fluidmarket.com and we will personally assist in resolving this issue with our payment system. We apologize for this inconvenience and will ensure your payment is processed in a timely manner.

 

I want to rent another vehicle, do I have to pay another deposit?

If you have not completed your first rental, and want to rent another vehicle at the same time, you will be charged a vehicle deposit fee of $150. Once you have completed your first vehicle reservation, your future deposits will be based upon your current user rating, ranging anywhere from $0-$500. Deposits will be returned between 3-7 business days following the end of your reservation.

 

As a borrower, what can I do to avoid late fees?

The best way to avoid a hefty deposit fee or additional fees is by being communicative with your lenders. Make sure to let them know if something is broken, if you are running behind schedule, and return the item in the same condition you picked it up. We aim to have our lenders and borrowers creating relationships that will in turn allow for succesfull reservations in the future.

 

What is the process to request a refund?

We are more than happy to issue a refund as long as we receive evidence of your communication with the lender approving this refund. Please contact help@fluidmarket.com to submit this evidence along with the reservation # and your full name.

What if the vehicle was not at the correct location or pick up instructions were not provided, how do I receive my refund?

We apologize for your recent experience as we aim to ensure all lender’s items in place at the time of reservation and meet the item’s description and specifications. Please email help@fluidmarket.com with the reservation #, details no what occurred, and your full name. Our team will ensure to initiate a refund immediately and ensure you receive a promo code for your next rental.

 

I forgot to cancel my reservation and I did not receive a full refund. Are there cancellation fees?

Cancellation fees are 10% of your total reservation payment. If this is your first cancellation please contact our customer support team at help@fluidmarket.com and provide your reservation #, cancellation reason, and your full name. We will be happy to issue a cancellation fee refund your first time but please note this fee for future reservations!

 

As a borrower, what additional fees may I see from the lender?

Late Charge (2x rate) – These can be avoided by returning the item on time, and communicating with the lender frequently.

Fuel Charge ($5/gal) – These can be avoided by returning the vehicle with the same fuel level as pickup.

Mileage Charge (specified by Lender) – Depending on the lender, vehicles come with unlimited or a set amount of miles per day.

Cleaning Charge (specified by Lender) – These can be avoided by returning the vehicle cleaner than when you picked it up.

 

As a borrower, what additional fees may I see from Fluid?

Fluid has the right to charge any necessary fees, including damage fees, improper return fee, service fee, recovery fee, impound fee, tow fee, parking and toll fees, roadside assistance fee, smoking fine, unauthorized driver fine and cancellation charges.

 

What is the cancellation policy?

We charge 10% of the estimated reservation total to the borrower if the reservation is cancelled less than 24 hours before the reservation. If the reservation was made less than 24 hours in advance, they have a 30 minute buffer to cancel.

 

What is Fluid’s transaction fee?

Fluid reservations include the following fees at checkout:

1. 20% transaction fee for all reservations. This fee covers insurance (insuring all items up to a million dollars), along with credit card processing fees.

2. For vehicle reservations, there is a minimum booking fee of $5.00 or 10% of the reservation cost. Extensions are also charged a 10% booking fee.

3. Optional insurance fees include declining insurance all together, a Basic fee, or Premium fee. Details of insurance options can be found at time of booking, as well as in our vehicle insurance FAQ section on our website.

What do I do if the vehicle I rented has a mechanical issue?

First thing to do is contact the lender immediately about the mechanical issue. It is best to work it out with one another to solve the problem. If the lender is not responsive and you opted for premium insurance, you have roadside assistance services. If you do not have roadside assistance, you will need to let the lender know where the vehicle is and make your way to your destination via another type of transportation (Uber, Taxi, Lyft, Bus, ect).

 

What if the item I rented is not at the specified location?

First off, contact the lender right away. If you do not hear back within 10 minutes past the reservation start time, please go ahead and “cancel” the reservation and notify Fluid’s Customer Success team of what happened. Please include the reservation #, your full name, and include a screenshot of the communication attempt you had with the lender. We try our best to help borrowers find an alternative item option if this happens, but always makes sure to look for another option in that area until you hear from us. Upon receiving your email with all the info from above, we will ensure to issue a refund immediately.

 

What if I’m late in returning an item?

We all run late sometimes, just make sure that the item owner is aware of your timing delay. Please message the owner to give them an estimated time of arrival so that they can plan for the drop off process and for any borrowers that have reserved the item after you. If you communicate with them this will decrease the likelihood of a late fee being charged (remember these double by the hour).

Can I drive the vehicle out of state? Is there a mileage limit?

The only mileage limitations are ones that are set by the lender. Every lender sets their own mileage rules which will be listed in the item’s description in detail. Please make sure to read this carefully in the lender’s posting prior to booking the vehicle.

 

How do ratings work?

Our two-way rating system helps ensure the safety and comfort of our Fluid community. At the end of the reservation/share, the Borrower and Sharer are prompted to rate each other on a scale of 1-5 stars, 5 being the best! The Borrower will also be prompted to rate the quality of the item borrowed, also on a scale of 1-5, 5 being the best! Keep in mind that for vehicle rentals, the deposit amount is dependent upon the borrower’s ratings

 

What is not allowed to be shared?

Fluid users may not post or transmit any unlawful, threatening, abusive, libelous, defamatory, obscene, vulgar, indecent, inflammatory, sexually explicit, pornographic or profane material. Guns/Firearms or any weapons are also not allowed.

 

Age requirement to be a borrower/lender?

Yes! You must be 18 years of age to be a Lender or a Borrower for non-vehicles. To be a vehicle Lender or Borrower, you must be 21 year of age.

What are the Fluid Driver Guidelines?

You must:

  • Be 21 years or older
  • Have a valid US Driver’s License

You cannot use a Fluid vehicle if:

  • You have gotten a DUI in the last three years
  • You have committed vehicular homicide in the last three years
  • You have had three moving violations in the last twelve months
  • Your driver’s license name does not match your Fluid user name

How do I qualify to borrow a vehicle on Fluid?

You must be 21 years or older to reserve a vehicle on Fluid. Before reserving a Fluid vehicle, we need to check your motor vehicle record to see if it meets our Driver Guidelines. We attempt to validate and notify all drivers if they qualify within 24 hours. Only the Fluid approved driver named in the transaction may drive the vehicle. For additional information about our Driver Guidelines, please contact customercare@fluidmarket.com.

As the borrower of a vehicle, please understand that you are at all times responsible for your conduct and activity during the entire share period. Please check our Terms of Service for additional information. Fluid will hold borrowers responsible for conduct causing or contributing to accidents, injury or damage and all borrowers may be required to pay deductibles, fees and other costs. Additionally, Fluid may charge your card, or cards, on file at the onset of any claim to satisfy any deductibles. In the event that the level of damage is less than the deductible charged, Fluid will refund amounts charged to your credit card.

What if the vehicle I reserved is faulty?

If you notice that there are safety or mechanical issues with the vehicle, please reach out to the owner immediately to receive clarification on the issue. If the borrower is uncomfortable with continuing the share, the borrower may return the vehicle to its original location and contact Fluid at customercare@fluidmarket.com to determine the appropriate refund. Refunds will be given on a case by case basis and in Fluid’s sole discretion.

How does Fluid’s insurance work?

Fluid has two tiers of insurance for vehicle borrowers: Premium and Basic. Please note that these plans are not mandatory, and you can decline Fluid vehicle insurance at any time and use your own.

Premium: 

With our Premium Insurance, you are covered with $300,000 in liability insurance, and have a low $500 deductible for damages.

Basic:

Our Basic Insurance covers the reservation with the same $300,000 in liability insurance, but you have a $3000 damage deductible.

Decline:

Even if you opt for no damage protection through Fluid, but you’ll always be protected with $300,000 of liability coverage. Make sure your personal vehicle insurance covers damages to a rental!

Please don’t hesitate to reach out if you have any questions about insurance, payment, or your account at help@fluidmarket.com.

For both insurance plans –

a. Fluid does not offer any coverage for the following:

i. Interior or exterior wear and tear of the vehicle;

ii. Lost rental income;

iii. Replacement vehicle; and

iv. Vehicles over 15,000GVW, motorcycles, recreational vehicles and vehicles that require a commercial license to operate (“Excluded Vehicles”). You may opt-out of the Fluid insurance program if you have commercial rental insurance and choose to waive protection by Fluid. Please contact us at customercare@fluidmarket.com for additional information.

b. Credit Card Insurance: Chances are, your credit card rental car insurance will not provide any coverage for your reservations made through Fluid.

How do I handle a dispute with a vehicle owner?

Please contact Fluid as soon as possible if you have any issues with your share by emailing customercare@fluidmarket.com. We will work with you and the owner to try and resolve any issues.

If I am a Borrower and have comprehensive or liability coverage for my own vehicles, will it cover my for vehicles that I rent on Fluid?

It should but will ultimately depend upon your policy. As part of the claim investigation process, we will collect insurance information from you and will work with you and your insurance company to resolve incidents involving vehicles. If you have no coverage and you damage a vehicle, Fluid may charge you for costs up to the value of the car plus additional fees, costs and claims related damages.

What if I have an emergency situation when borrowing a vehicle?

This could be a flat tire, vehicle malfunction, dead battery or any other incident related to the vehicle. If the vehicle breaks down or you are involved in an accident, you must use your personal roadside assistance service. Depending on the party at fault for the breakdown, Fluid may reimburse borrower and charge owner for losses and claims related to these situations. The first step is to complete the Claim Form which through an email request to customercare@fluidmarket.com.

Insurance terms subject to change.*
Still have questions? Feel free to reach out to Customer Care

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