I ended the reservation but forgot to charge the borrower an additional fee, what should I do?
As a lender, you have 72 hours to check your vehicle and report any additional issues that may result in extra fees. Please communicate the additional fee(s) with the borrower so there are no surprise charges. To initiate the fees, contact Customer Support at email@example.com within 72 hours to request additional charges. In your email, please include details of fees, reservation #, and your full name.
What fees can I charge the borrower?
As a lender you are authorized to only charge the following additional fees, on top of your reservation total: Fuel, Cleaning, Smoking, Mileage (if specified), and late fees.
What fees can Fluid charge the borrower?
While the lender can only charge for fuel, cleaning, smoking, mileage (if specified), and late fees, Fluid is authorized to charge the borrower any additional fees the lender brings to our attention within 72 hours of end of reservation. The following are examples of additional fees: Accident fees, tow charge, ticket fees, impound fee, and vehicle retrieval fee.
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, the borrower has a 30 minute buffer to cancel.
What is Fluid’s fees?
Fluid reservations include the following fees at checkout:
1. 20% transaction fee for all reservations. This fee covers insurance (insuring all items up to $1M, 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. 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.
What if I want to apply additional charges to a borrower’s reservation?
To ensure future lender success, it’s always best to contact your borrower and communicate additional fees you plan to charge, to avoid any surprises.
I forgot to cancel the reservation. How can I make sure my borrower receives a refund?
Please contact our Customer Support team at firstname.lastname@example.org and provide your reservation #, the cancellation details and your full name. We will make sure to process the refund immediately for the borrower. It’s also best to communicate with the borrower that you contacted Fluid Market, so they are aware that you are taking responsibility to reconcile the situation.
My item has not been returned yet, what should I do?
Please contact the borrower immediately to remind them that the item is late, and create a plan for the return. Remind the borrower that late fees are 2x the normal rate, and of future upcoming reservations. If still not returned after 24 hours please contact us at email@example.com. If you have a conflicting reservation for that item, please communicate with our Customer Success team and we can help make alternative arrangements for the borrower.
What if I receive a ticket or toll bill that was received during my borrower’s reservation?
Please email an image of the ticket/toll fee to firstname.lastname@example.org. Once we receive the email, our Customer Success team will assess the charges, and charge the borrower for these fees.
What if the borrower is late in returning my item?
If the borrower is late, send them a message reminding them of the reservation end time, and discuss a return plan.Remind the borrower that late fees are 2x the normal rate, and of future upcoming reservations. If still not returned after 24 hours please contact us at email@example.com. If you have a conflicting reservation for that item, please communicate with our Customer Success team and we can help make alternative arrangements for the borrower.
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 Lender 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.
Is there an age requirement to be a borrower/lender?
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.
How do I list my vehicle on Fluid?
Vehicles listed on Fluid must be 2001 or newer, in good or excellent condition, comply with all legal, safety and mechanical standards and be registered in the U.S. We offer replacement and damage protection up to $50,000, so if the actual cash value of your vehicle more than $50,000, please reach out to our Customer Care team to learn more about our Enhanced Owner Protection Program. Vehicles with a GVW of 26,000, motorcycles, recreational vehicles and vehicles that require a commercial license to operate (“Excluded Vehicles”) may be listed with Fluid but are not covered by any Fluid insurance policy and all owners must have a commercial policy that protects the vehicle, owner and borrower. Fluid is not responsible for claims related to these Excluded Vehicles.
Prior to approving your listing, Fluid may collect a picture of your current registration and a vehicle safety report. Failure to provide these documents may result in rejection of your vehicle. Fluid reserves the right to remove any listing in its sole discretion.
What kind of insurance does Fluid have?
During the share period, you’re protected with $300,000 in liability and bodily injury/property damage insurance. There is a $500 deductible that applies to claims involving these policies. We also protect your vehicle against theft and physical damage up to $50,000.00 for any event that qualifies as a covered peril during the share period. There is a $500 deductible that applies to claims involving these policies.
Fluid does not offer any coverage for the following:
- Interior or exterior wear and tear of the vehicle;
- Lost rental income;
- Replacement vehicle; and
- 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 reach out to firstname.lastname@example.org to get additional information related to our owner provided insurance requirements.
How does Fluid Market verify drivers?
Before reserving a Fluid Market vehicle, Fluid checks all drivers’ motor vehicle records to see if the borrower meets the Fluid Driver Guidelines. We attempt to validate all drivers within 24 hours. For additional information about our Driver Guidelines, please contact email@example.com.
What if my vehicle is stolen, damaged or involved in an accident?
Please notify the police or relevant authorities as quickly as possible. Once you have notified the proper emergency personnel, please complete the Claim Form and provide the relevant documentation related to the incident. The Claim Form can be requested by emailing our team at firstname.lastname@example.org.
If another vehicle or party is involved in the accident, please collect the name, address, insurance information and driver’s license number of the other driver. In some instances, a police report may be required as part of the claims process so it is always advisable to get a police report, when available.
How do I handle disputes with a Borrower?
Because there are many complicated insurance programs and questions involved in vehicle shares, please contact Fluid at email@example.com first with any issues related to a share. Fluid will work with both parties to try and find an acceptable solution.
What if I discover an issue with my vehicle?
If you discover a safety or mechanical issue, please notify the borrower immediately so that you can cancel the share. This way the borrower has more time to find a suitable replacement vehicle. A 10% cancellation fee will apply to shares cancelled by a vehicle owner. This cancellation fee will be credited to the borrower, provided, Fluid may keep a 3% administration fee for processing the cancellation.
How do I file a claim against a borrower?
Claims should be raised within 24 hours following the completion of the share or before the next share starts, whichever is earlier. If you are in an emergency situation, please contact the police, emergency personnel or authorities. All non-emergency claims should be filed with Fluid within 24 hours of the end of the share. If the claim involves a parking ticket, photo radar ticket or toll charge, the owner should notify Fluid upon its receipt of such ticket or notice. Borrowers will be charged for any and all tickets and tolls. In the event that there is a dispute related to a charge,
Fluid will work with the parties to determine an acceptable resolution. Claims can be filed by completing the Fluid Claim Form. To receive a Claim Form, please email firstname.lastname@example.org. Fluid attempts to respond to all matters promptly and strives to resolve claims within 14 days of receipt of the completed Claim Form
Vehicle owner best practices:
1. After each share, please perform a vehicle inspection to ensure that you are aware of your vehicle’s condition. This includes the interior. Please make sure that your vehicle is clean and that there are no personal items left in the vehicle. Fluid is not responsible for any lost, stolen or damaged personal items that are left in the vehicle.
2. If you discover a safety or mechanical issue, please notify the borrower immediately so that you can cancel the share. This way the borrower has more time to find a suitable replacement vehicle.
3. Make sure your current registration, insurance card and Fluid proof of insurance is in the vehicle prior to any share.
4. Once the share ends, Fluid recommends performing a vehicle inspection to asses if there are any damages. If you notice damage to the vehicle, please notify Fluid the earlier of either within 24 hours or prior to your next share (“Notification Period”). Any claims brought after the Notification Period cannot be accepted.
Insurance terms subject to change.*
Still have questions? Feel free to reach out to Customer Care