The purpose of this policy is to provide transparency to borrowers when it comes to vehicle damage and wear and tear. This policy may be updated from time to time and the most current version posted on Fluid Truck’s website is the in-effect policy.
UPDATED December 15, 2022
Do not worry about normal wear & tear (small scuffs, dents, or anything that does not crack or bend the shape of the vehicle). These damages are considered minor wear and tear - see examples below. Please be advised that this policy is subjected to change at any time, at our sole discretion.
Glass Parts:
Body Work:
Bumpers:
Interior:
You are responsible for damage to the vehicle that occurs during your reservation.
Damage includes (but is not limited to) theft, conversion, vandalism, impounds, third party property and vehicle damage, environmental damage, missing vehicle parts/components and vehicle damage.
We provide borrowers an opportunity to document all pre-existing damage to vehicles. This is done via inspection photos that are taken at the beginning and end of each reservation.
Inspection photos are important because they help both the borrower and Fluid understand the vehicle condition at the beginning and end of each reservation. If there is damage to the vehicle that exists before the start of your reservation, it is your responsibility to clearly photograph or note the damage. Fluid will assess damage fees to you if it discovers that vehicle damage occurred during your reservation. You can dispute damage fees (so long as disputed within 30 days of the damage email sent to you by Fluid) but it is your responsibility to prove that the damage existed prior to or after your reservation through inspection photos that are clear, time stamped and well lit.
Inspection photos are critical for a positive experience for vehicle owners, borrowers and Fluid. We expect all borrowers to take inspection photos as required by the app and will charge missing photo fees if this critically important step of the reservation process is missed. In addition, Fluid must gather information related to all accidents. Fluid requires all borrowers to comply with Fluid’s claims and legal teams policies and requests for information.
Upon Fluid’s discovery of damage to a vehicle, Fluid will send you a notification of damage with an advisement of charge. You are required to keep a credit card or billing method on file and have authorized, through Fluid’s terms and conditions, Fluid to charge that credit card or billing method for all damages. In the event that you dispute any damages or bill, you have 30 days to dispute such charges. Thereafter, all charges are deemed final such which means that such charges are no longer subject to dispute or refunds. In the event that Fluid discovers additional or supplemental damage during the claims and repair process, Fluid will send you a supplemental email and advice of charge for such damages. Again, you have 30 days from the date of email to dispute any charges.
An example of some of the fees that may be incurred by borrowers related to vehicle damage are:
Should a vehicle need repair during your rental period, notify Fluid Truck and Fluid Truck will coordinate the repair using one of our preferred vendors. If you have a preferred vendor for Fluid to consider to be added to its list of preferred vendors, you can submit it to claims@fluidtruck.com but please bear in mind that Fluid will have the final decision as to who will handle our repairs.
For safety and liability reasons all repairs must be approved and managed by Fluid AND performed by a vendor on the Fluid Preferred Vendors list.
Please be aware that if you perform a repair to a Fluid vehicle without Fluid’s written approval, Fluid will still be required to perform and repeat any repairs.
In these instances, you will be billed for the repair to be completed a second time by an authorized vendor. Because of the serious liability concerns around unauthorized and unqualified repairs, Fluid will assess an unauthorized repair fee to any borrowers who engage in this conduct. The fees are detailed below. Please know, you can easily avoid these fees by reaching out to claims@fluidtruck.com so we can handle the repair process.
Unauthorized Repair Fee:
Timing of Repairs:
Keeping you on the road in a safe vehicle is very important to Fluid. We are happy to repair damages immediately but unless you request (in writing) otherwise, Fluid will wait to repair any non-safety related issues until the end of your reservation so as to avoid duplicate repairs and additional rental vehicle fees. Fluid, in its sole discretion, will classify safety issues which may include damage to windshields, tires, mirrors, windows, lights, etc.
Tire Information:
Fluid does not charge for tire wear.
Fluid does charge for tire damage which may include flat tires, tire punctures (screws/nails), sidewall damage, damage caused by impact or tire patches repaired during your reservation that could fail or have failed. Fluid charges for spare tires if missing.
Billing Methods and Disputes:
When you registered your account with Fluid, you agreed to the Fluid Terms and Conditions. This includes the requirement to keep a credit card on file so that Fluid can not only bill you for reservations but collect additional amounts due as a result of your reservation. By using Fluid vehicles, you are authorizing Fluid to charge your card for fees and damages. You have a right to dispute charges with Fluid for 30 days after the payment is processed.
Unresponsive Customers:
