How can we help?

What are Fluid Market’s borrower eligibility requirements?

You must:

  • Be 21 years or older
  • Have a valid U.S. driver’s license
  • Be sure that the name on your driver’s license matches the name on the credit card submitted

You cannot use a Fluid Market vehicle if:

  • You have received a DUI in the last five years
  • You have ever committed vehicular homicide or vehicle theft
  • You have had three moving violations in the last twelve months
  • You have a had a judgement or default in the last two years

How quickly will I be approved to rent a vehicle on Fluid Market?

We’re committed to creating the safest truck sharing community. Fluid Market performs a comprehensive verification of each potential borrower, including a DMV background check, and address and mobile number verification. Most IDs are approved within just a few minutes, though some states’ DMVs take a bit longer. To check the current status of your ID verification, go to the Fluid Market app, select menu, then select “view profile”, and look under “account verification” to see your current status. If it’s your first time renting, we recommend booking one day in advance. After your ID is approved, all of your future transactions will be approved instantaneously.

As the borrower of a vehicle, you are responsible at all times for your conduct and activity during the entire reservation. Please refer to our Terms of Service for additional information. Fluid Market 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 Market may charge your card 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 Market will refund residual amounts charged to your account.

How do I know if a vehicle is available?

Once you select a category of vehicle, you can choose to search by availability, entering the preferred start and end time for your reservation. Alternatively, you can “show all” vehicles within a category and then “check availability”. Lenders update the availability of their vehicle directly in the calendar — light blue time slots indicate the vehicle is available, while gray time slots indicate the vehicle is unavailable.

How is my user rating calculated?

Fluid Market’s two-way rating system helps ensure the safety and security of our community. At the end of the reservation, both the borrower and lender are prompted to review the reservation with 1 – 5 stars and adding any other details. Our rating system underpins the trust-based foundation of our community, and allows borrowers and lenders to share feedback with our team directly.

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

Mileage and geographic limitations are set by each lender, and vary based on the vehicle. Check out the item description to find mileage details and any geographical limitations.

What are the age requirements for Fluid Market?

You must be 21 years or older to borrow a vehicle. For all other items on the platform, you must be at least 18 years of age to borrow.

How many vehicles can I rent at a time?

Borrowers are only allowed to rent one vehicle at a time.

If you would like to use Fluid Market for business purposes, please send a copy of your business insurance as well as the drivers’ licenses for each individual who will be driving a Fluid Market vehicle, a picture of the front and back of the business credit card, and a letter indicating the names of the individuals authorized to use the credit card on the account to help@fluidmarket.com.

What is Instabook?

You’ll see some vehicle profiles marked with a lightning bolt. If you select an Instabook vehicle, you’ll see real time availability managed directly by Fluid Market. Instabook vehicle availability is always up to date in our system.

How do I extend a reservation?

To extend your reservation, go to the reservation manager in the Fluid Market app, select the day and time you’d like to extend your reservation to, and scroll to the bottom of the page to request the extension. Your request will be automatically processed — if the vehicle or item is available over the additional time requested, your extension request will be approved.

Please note:

  • You can only extend a reservation once it has started.
  • You cannot extend a reservation if a vehicle is already late.
  • If there’s another booking directly after you, you will not be able to extend your reservation and you must return the vehicle or item at the previously agreed time.

What is considered a one day rental?

A one day rental is any 24 hour period of time.

How do I pick up a vehicle?

Most Fluid Market vehicles are self pick-up to help make your experience as smooth as possible. Once your booking is approved, you will receive an email with pick up instructions. The pick up instructions will also be available within the reservation manager in the app.

Once you arrive at your vehicle, you’ll be prompted to complete the pick up inspection within the app. The pick up inspection includes taking a series of photos of the inside and outside of the vehicle. Once you complete the pick up inspection in the app, you can get on the road!

How do I drop off a vehicle?

Once your reservation is complete, return the vehicle to the same location where you picked it up. Open up the Fluid Market app and you will be prompted to take a series of photos documenting the condition of the inside and outside of the vehicle. This helps ensure the integrity of the rental process, as any future claims or charges will be determined based on these photos. Be sure to lock up the vehicle and return the key per the drop off instructions from the lender.

How much does it cost to rent a vehicle on Fluid Market?

Vehicle rental costs are as low as $5/hour and vary depending on the hourly, daily, and weekly rates set by each lender. Prices are listed with the vehicle profile in the app and on the website.

How much is the deposit?

For your first transaction, the deposit is $150. Deposit amounts for future reservations are based on your user rating — for example, if you maintain a high user rating, your deposit amount will decrease or may be waived entirely.

When will I get my deposit back?

Deposits refunds are initiated 72 hours after the lender has ended the reservation. It can then take 3-7 business days for your bank to process the transaction and post the refund to your account.

What is Fluid Market’s transaction fee?

Fluid Market reservations include the following fees at checkout:

  • A 20% transaction fee is deducted from all reservations. This fee covers insurance, credit card processing fees, and customer support.
  • A minimum booking fee of 10% or $2.00 of the reservation cost. Extensions are also charged subject to a booking fee.
  • Fluid Market offers three insurance tiers: Premium, Basic and Opt-out. Details of these insurance options can be found at time of booking, as well as in our vehicle insurance FAQ section.

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

Lenders may charge additional fees, including late charge, fuel charge, additional mileage charge, or cleaning charge. All fees must be clearly stated before the reservation is initiated. See below for examples of fees, and simple ways to avoid them!

Late Charge (2x rate): Return the vehicle or item on time to avoid incurring a late charge, and communicate with the lender frequently via the in-app messaging system.

Fuel Charge ($5/gal): Return the vehicle with the same fuel level as pick up to avoid incurring this fee.

Mileage Charge (specified by lender): Lenders will indicate whether their vehicle comes with unlimited mileage or with a set number of miles per day.

Cleaning Charge (specified by lender): Return the vehicle as clean — or even cleaner! — than you found it at pick up to avoid a cleaning charge.

What can I do to avoid late fees?

It’s easy to avoid incurring additional fees! Just be sure to return the vehicle on time, with the same level of fuel as when you picked it up, clean, and in the same shape as when you picked it up.

If you’re running late, we highly recommend you communicate directly with the lender of the vehicle to help avoid a recurring deposit fee or additional fees. Text the lender via the in-app messaging system and let them know if you are running behind schedule. You can also extend your reservation preemptively to avoid late fees. Once a reservation has ended, you’ll have to make a new reservation — we cannot extend a reservation once it’s past due.

What is the cancellation policy?

If you cancel within 24 hours of the reservation, you will be charged 10% of the estimated reservation total. If you booked a vehicle or other item less than 24 hours before the reservation was scheduled to begin, you have 30 minutes to cancel before being charged 10% of the estimated reservation total. Once a reservation begins, there are no refunds.

How can I request a refund?

Refund requests must be submitted within 24 hours of the end of your reservation. Please contact help@fluidmarket.com with the reservation number, your full name, and the reason for refund. Refund requests after 24 hours will not be honored.

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

Fluid Market reserves 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.

How does Fluid Market’s insurance work?

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

  • Premium: With our Premium Insurance, you are covered with $300,000 in liability insurance, and have a $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: If you decline the insurance plans available to you via Fluid Market, you are responsible for providing all state required insurance. Make sure your personal vehicle insurance covers damages to a rental.

If you have any questions about insurance, payment, or your account, reach out to us at help@fluidmarket.com

For both the Premium and Basic insurance plans, Fluid Market does not offer any coverage for the following:

  • Interior or exterior wear and tear of the vehicle
  • Lost rental income
  • Replacement vehicle
  • Mechanical damage or malfunction
  • Vehicles with a gross vehicle weight (GVW) of 26,000 pounds, motorcycles, recreational vehicles, boats, powersports items and vehicles that require a commercial license to operate (“Excluded Vehicles”).

You may opt-out of the Fluid Market insurance program if you have commercial rental insurance and choose to waive protection by Fluid Market. Contact us at help@fluidmarket.com for additional information.

Credit Card Insurance: It’s unlikely that your credit card rental car insurance provides coverage for vehicle rental reservations on Fluid Market. Check with your credit card provider with any specific questions.

I have comprehensive or liability coverage for my own vehicles. Will this cover vehicles that I rent on Fluid Market?

It depends on your specific policy. As part of the claim investigation process, Fluid Market will collect insurance information from you and will work with you and your insurance company to resolve the incident. If you have no coverage and you damage a vehicle, Fluid Market may charge you for costs up to the value of the vehicle plus additional fees, costs and claims related damages.

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

If you opted for premium insurance, you have roadside assistance services that cover an onsite evaluation and tow charges up to 7 miles. If you elected basic insurance or declined insurance, you are responsible for any roadside emergencies. If you have AAA or auto club benefits, they may be applied in such situations. In an emergency situation, you are responsible for getting the vehicle back to the drop off location and could be charged towing fees and other recovery fees if you fail to return the vehicle.

Contact the owner of the vehicle as soon as possible to inform them of the situation. Notify our team at help@fluidmarket.com; please note if your emergency happens outside of our normal business hours, there may not be a representative to assist you until the next business day.

What if the vehicle was not at the correct location or pick up instructions were not provided? Can I seek a refund?

We aim to ensure all lender’s vehicles are in place at the time of reservation and meet the description and specifications. Please email help@fluidmarket.com with the reservation identification number, details of what occurred, and your full name. Our team will initiate a refund immediately and make things right for you.

What if the vehicle I rented has a mechanical issue?

If there is a mechanical issue with the vehicle you rented, contact the lender immediately to inform them and decide next steps. The owner of the vehicle is accountable for providing proper maintenance.

If you opted for premium insurance, you have roadside assistance services that cover an onsite evaluation and tow charges up to seven miles. If you elected basic insurance or opted out of insurance, you still have access to Fluid Market’s roadside assistance plan, but will be charged the full cost of any services you received.

What if I have some other issue with the vehicle I reserved?

You can reach out to the lender directly via the in-app messaging feature in the Fluid Market app with any questions or concerns. If you need additional assistance, reach out to our team at help@fluidmarket.com.

Still need help? Contact our Customer Support Team.

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