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All of Fetch's policies listed below are also listed on our Knowledge Base, easily available for all customers. Each KB article is linked here for quick reference.
All of Fetch's policies listed below are also listed on our Knowledge Base, easily available for all customers. Each KB article is linked here for quick reference.
Vehicle must be returned with the same amount of gas as when they first picked up
Renters are responsible for paying for their own fill-ups
If a customer refueled their vehicle by more than 25% (1/4 tank), ask the customer to please submit a billing question by emailing support@fetchtruck.com and include proof of fuel purchase (receipt).
If a vehicle is picked up and the gas light is on (the fuel is on E/empty), offer to reimburse for fuel (with receipt) up to $30, and if the customer would like compensation for the inconvenience we can provide a $5 refund.
Vehicle must be returned with "new" starting level of fuel to be reimbursed for fuel
Reservation Protection Coverage
Reservation Protection Coverage
Some vehicles offer "Reservation Protection Coverage." As of 11/2/22- all vehicles EXCEPT Hertz and THD offer this coverage.
If 'Reservation Protection Coverage' is offered on the vehicle and is selected by the renter wishing to cancel, the coverage is as listed below:
RPC waives the renter's responsibility of cancellation or same-day rescheduling fees and will only be responsible for the Reservation Protection Coverage price per reservation day ($7.50 per day).
RPC must be added prior to reservation pick up, and cannot be added mid-reservation.
RPC does not apply to reservations considered 'No Shows' and should be charged 'No Show' related fees.
RPC does not apply to early returns or unused time.
Should the reservation be cancelled or rescheduled Renter is responsible for the cost of the RPC per reservation day.
For example: 1-day reservation- manual charge of $7.50 (+tax). 4-day reservation- manual charge of $30 (+tax).
If the vehicle does NOT offer 'Reservation Protection Coverage'
If the vehicle does NOT offer 'Reservation Protection Coverage'
Normal cancellation policy as detailed below will apply:
Cancellations must be made at least 48 hours before the reservations pick up time
Same-day reservations (reservations made the same day the vehicle is being picked up). Renters are given 1 hour to cancel same-day reservations from booking time without being charged.
Reservations not canceled 48 hours in advance are responsible for the cost of the rental.
Same-day non-verified users will not incur cancellation charges if their account was unable to be verified by reservation start time. For example, if the account is "Pending" and the customer calls in requesting to cancel their reservation, you can cancel the reservation and inform the customer that since their account has not been approved yet, we can cancel at no cost to them.
Examples:
Example of same-day cancellation without cancellation fee: Reservation Is made on 5/1/2022 at 9 am for a 5 pm pick up. Customer calls to cancel at 9:45 am.
Example of same-day cancellation that would incur cancellation fee: Reservation Is made on 5/1/2022 at 9 am for pick up at 5 pm. Customer calls to cancel at 4:20 pm.
Example of non-same day cancellation without cancellation fee: Reservation Is made on 6/09/2022 for a 5 pm pick up on 6/13/2022. Customer calls on 6/11/2022 at 9 am to cancel.
Example of non-same day cancellation that would incur cancellation fee: Reservation Is made on 06/09/2022 for a 11 am pick up on 6/13/2022. Customer calls on 6/13/2022 at 4 pm to cancel.
Please keep in mind when we approved the customer's account. If we just approved their account, we can possibly cancel at no cost to the customer. Level 1's will enter this in the support-chatter and a Level 2 will review the account to determine if the reservation can be canceled at no cost to the customer.
Rescheduling
Rescheduling
If a renter calls in and requests to reschedule their reservation, please ask them if they attempted to reschedule it on their Fetch account. At times, customers will say that they did attempt to reschedule it, but the day or time hasn't been updated on their end. Ask the customer to refresh their Fetch account.
If that doesn't work or if the customer wants us to reschedule the reservation, check upcoming reservations first. If updating the time does not interfere with an upcoming reservation, we can update the reservation at no additional cost to the customer.
If rescheduling the reservation will impact another reservation, this will now be a cancellation, in which the customer is responsible for the full cost of the rental. Please keep in mind that the customer will only be charged the cancellation fee depending on when they are contacting us to reschedule the reservation.
If the account is pending, we can cancel it at no cost to them
If the account is approved and the rescheduling is impacting another reservation and they are contacting us between that 48-hour window, they will be charged the rental fee (cancellation fee).
Be sure to always notate if a change is made to a reservation.
Renters are responsible for the full amount of the rental fee for cancellations within 48 hours of the reservation’s pick-up time
Please click the no-show policy FAQ link to see more information on no-shows
Towing may be allowed by certain partners, but not by all of them. Please check on fetchtruck.com first. If not, check on the vehicle page and then confirm with the owner.
Returns more than 15 minutes after the reservation drop off time are considered late
Renter will be charged for each additional hour until vehicle is returned
Late returns that interfere with an upcoming reservation are subject to an additional $75 late return fee
Fetch does not provide refunds for early returns
Renters are allowed to start the check-in process at least 15 minutes early and are given 15 minutes to complete the check-out process after their scheduled return time.
VIP's have the same 15-minute grace period at the beginning of the rental but have 30 minutes to complete the check-out process after their scheduled return.
Fetch does not "charge" a security deposit but instead places a hold on the customer's card
After a rental is returned and there are no incidentals, damage, or pending charges, the hold is released
Funds held for the security deposit are usually available after 2 days, if a renter still doesn't see their funds available, they should reach out to their bank
Deposits are refunded three days earlier for Fetch VIP customers. (disregard this until I have confirmed with Engineering)
If a customer calls in requesting the date of when their security deposit was released, please follow this process:
Confirm what day they ended their rental. Has it been seven days yet? If it hasn't been 2 days, inform the customer that the deposit automatically releases in 2 days and that they can follow up with us via email at support@fetchtruck.com if it hasn't been released in 2 days.
If it has been more than 2 days, submit a ticket in Zendesk by using the "Security Deposit Release Date" macro. The requester will be the customer's email address. Submitting this ticket is similar to submitting a refund request ticket/disputed charge macro.
Before the vehicle is reserved, it will state to the customer twice about the deposit and that it will release in two days. Below you'll see a screenshot of what customers see:
Fetch allows additional drivers, but only on Business Accounts
Additional drivers are not allowed on personal Fetch accounts
A Business Account is created when a business owner wants multiple drivers to operate more than one vehicle. A Business Account can only be created with a Commercial auto policy. The policy must have both Liability and Collision. We cannot offer any insurance waivers to reservations with a Business Account.
Renters are responsible for paying all toll fees incurred during their trip.
If a renter doesn't pay a toll properly, they are responsible for the toll fee, as well as an administrative fee of $12.
If a renter contacts us and states that they just went through an electronic toll, state the following to them: "Thank you for notifying us. We will notate this on your reservation. The owner of the vehicle should receive an invoice with the toll amount. The owner could receive that in about 1-3 months. Once the owner sends us the invoice, we will process the toll fee along with a $12 administration fee."
If a vehicle is returned and found to have been smoked in, the responsible renter should be charged a $500 cleaning fee.
Please escalate to a Level 1+ or a Level 2 Agent
Fetch, in general does not allow pets to ride in rental vehicles, with the exception of registered service animals.
If a renter is looking for a pet-friendly rental, they should provide Customer Support team with approximate pickup location & preferred vehicle size. Agent can reach out to P2P vehicle owners only (no Home Depot or Hertz vehicles) to see if vehicle owner would approve a pet-friendly rental. Additional charges may apply.
Please escalate to a Level 1+ or a Level 2 Agent
Please escalate to a Level 1+ or Level 2 Agent
Fetch offers Partners penalty free cancellations on their vehicles for reservations cancelled 48+ hours prior to reservation pick up
Reservations cancelled by request of partner less than 48 hours prior to reservation pick up will incur a $75 partner vehicle cancellation fee
Reservations where the partner vehicle is not at pick up location at start of reservation, resulting in a cancellation, will incur a $75 partner vehicle cancellation fee.
Reservations where the partner vehicle is not ready at time of pickup (maintenance/cleaning etc required), resulting in a cancellation, will incur a $75 partner vehicle cancellation fee.
Unexpected maintenance or damage caused by a previous renter should not Incur a cancellation fee.
Partners will receive a 1-time courtesy waive of the cancellation fee & will need to be notated on their account. Video directions available on partner support page.
Partner Cancellation Policy does NOT apply to THD vehicles as of 12/19/2022
Partner Cancellation Policy does NOT apply to partners with multiple vehicles If the reservation can be transferred to another of their vehicles.
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