Everything you need to know about renting on the new platform

1 - Are there any existing features that are changing in the new app?

Yes! A lot of new features will be available to you, including automatic fuel reimbursement if you return the car with more fuel than at check-in, and optional mileage package if you’re planning on driving more than the already included package.

You can find more information about those new features in our Help Center.

2 - Are owners moving onto the new app as well?

Yes, Getaround owners will also be migrated onto a new version of the app and their car will be migrated to the new platform.

3 - Will I need to sign up for the new app and accept a new set of terms?

You won’t need to sign up as a new user, but you will need to login to the new platform with the same credentials that you use for your current Getaround account. This means if you signed up for Getaround with your Google account, you must login with your Google account for the new app. Same goes for Apple or Facebook accounts. This is critical as we’ll be using this account to verify your profile and make sure you are eligible to rent on our platform.

You will be required to accept the new Terms of Services the first time you access the new platform. Just log in to the new app (available in early September) to accept the new terms.

4 - Will I still have access to the classic Getaround app?

Yes, you will still have access to the classic Getaround app to view past rentals and other vehicles.

5 - What happens to my existing reservations?

You will be able to book cars on the US app for rentals that end before the 9th of October. Rentals that end after that date will be canceled.

Once the new app launches on the 3rd of October, all drivers will be sent to the global app to book new trips.

However, existing trips happening between the 3rd and 9th of October will happen on the US app and drivers will be able to extend up to October 12th.

6 - Will my Motor Vehicle Record still be valid on the new platform?

If you have already completed one rental on the old platform, you will automatically be eligible to book on the new platform.

If you haven’t completed any rental, you will need to go through the vetting process again. But don’t worry, if you were validated recently, then you should get the same result for the new platform.

Please understand that if you are not eligible, we cannot provide any MVR record and any questions or appeal would need to be addressed directly to your local DMV.

You can find all our eligibility requirements in this Help Center article.

7 - How long does the vetting process take on the new platform?

It usually takes less than 5 minutes to have your profile verified on the new platform. However, it may happen that a manual verification is needed. In this case, there is no need to contact our Customer Experience team, you’re in good hands with the vetting team and the process shouldn’t take longer than 2 hours.

8 - What are the main changes in terms of policies?

You will notice that some policies have changed on the new platform. We recommend you read our new Terms of Services to get yourself familiar with all the new policies.

9 - How will security deposits be handled on the new platform?

For every booking on Getaround, a security deposit is blocked at the time of payment for the duration of the rental. This security deposit cannot be transferred from one rental to another and will be released 5 days after the end of your rental. In addition to that duration, you need to take into account your bank processing time.

The deposit may be debited in the event of damages to the vehicle or to cover additional fees such as late return, extra mileage, or cleaning fees.

You will find all the necessary information regarding security deposits in our Help Center article.

10 - What is the cancellation policy?

You will have a grace period of 1 hour after making payment to cancel free of charge, no matter when the check-in is.

If you cancel outside of the grace period, you will get fully refunded if you cancel more than 48 hours before check-in. After that, you will get a 50% refund if you cancel less than 48 hours before check-in.

Finally, cancellations happening after check-in will not be refunded.

Our cancellation policy is explained in more detail in this Help Center article.

11 - Can I extend my rental on the new platform?

Absolutely! You can extend your rental as long as it is done before the check-out time. To pay, you can use your existing cards, or add a new one.

If your payment is declined to pay for the extension, you are expected to return the vehicle at the originally agreed time.

12 - What happens if I cannot unlock or lock the car?

You can easily lock and unlock the vehicle from the new app from the rental page.

Not being able to unlock the car could be caused by several reasons, including your license check not being completed.

If you fail to unlock the car, you can check this Help Center article for more information or you can contact us so we can help you.

13 - What happens if I return the car late?

Getaround grants a tolerance of 30 minutes following the check-out time. After that, if you return the car late, a late return fee will apply.

You can find out how we calculate the late return fee in our Help Center article. Also note that the maximum we will charge for a late return is $500.

14 - What is the cleanliness rule on the new platform?

You are expected to return the car in the same state as you first picked it up. If it’s not the case, you will be charged a cleaning fee.

Our team will decide on the amount based on the severity of the mess:

• $10 for a small mess
• $40 for a medium mess
• $100 for a large mess
• $175 for smoking

You can find all the details regarding the different types of messes and tips on how to clean the car in our Help Center article.

15 - Are there resources to help us learn the new platform?

Yes, our Customer Experience and Account Management teams are ready to answer any questions related to this change.

Please visit our Help Center for more information on the new app. We’ll be providing you with more detailed onboarding instructions as the launch date approaches.

16 - How do I report feedback or issues on the new platform?

Your feedback really helps us to improve your experience. Please submit feedback using this form.