Policy last updated March 7, 2024.
Additional information related to your obligations for damage to vehicles rented through the Fluid platform can be found in the Fluid Terms and Conditions located at www.fluidtruck.com/terms (“Terms”). In the event of a conflict between this Policy and the Terms, the Terms shall govern.
You are responsible for any damage caused to a vehicle during your reservation UNLESS that damage existed prior to your reservation. You are solely responsible for documenting and notifying Fluid of any such damage at the time of pick up. If you fail to notify Fluid of any damage in writing or if you fail to take the pick-up inspection photos illustrating the damage, you will be responsible for damage to vehicles. Fluid will immediately charge your card on file or collect any amounts from you related to such damage.
This policy includes wear and tear information that seeks to establish a fair and balanced policy for both Fluid and our valued customers. At Fluid, our objective is to uphold the quality of our fleet to a level that we can confidently present to our customers.
Here are some specific examples of wear and tear and Fluid’s policy related hereto:
Body Panel Damage
Each panel is permitted a maximum of two dents, each not exceeding 1’’ in size and without breaking the paint or being detectable by running a fingernail over the damaged area. Damage such as road tar, paint transfer, or bug residue to the clear coat, which typically can be addressed and removed during our reconditioning process, would also be considered wear and tear and not damage.
Examples of body damage that would be considered damage and not wear and tear, include:
Bumper Damage
Minor scrapes with a maximum diameter of 1’’ and limited paint penetration are considered wear and tear. This also includes damage to the rear bumper resulting from loading and unloading within the cargo area.
Examples of body damage that would be considered damage and not wear and tear, include:
Tire Damage
Damage to tires that align with normal tread wear patterns are considered wear and tear.
Examples of tire damage that would be considered damage and not wear and tear, include:
Glass Damage
Damage within the primary view area that does not exceed 1” and damage in the non-primary view areas of the windshield that do not exceed 3.5’’ on the top and sides and does not exceed 2.5’’ on the bottom are considered wear and tear.
All other damage to glass is considered damage and not wear and tear.
Interior Damage
Upholstery burns, cuts, stains, tears to the seats, carpets, headliner, or material in the glove box are not considered wear and tear and will be considered damage. Additionally, charges may apply for excessively dirty or noxious/odorous vehicles.
You are responsible for any damage caused to a vehicle during your reservation UNLESS that damage existed before your reservation. You are solely responsible for documenting and notifying Fluid of any such damage at the time of pick up. If you fail to notify Fluid of any damage in writing or if you fail to take the pick-up inspection photos illustrating the damage, you will be responsible for damage to vehicles. Fluid will immediately charge your card on file or collect any amounts from you related to such damage.
While this vehicle is on rent, you are responsible for damage including:
Please note, that borrowers can, and are required to, document all pre-existing damage to vehicles during the pick-up inspection. This helps Fluid to only charge you for damage that you cause. If previous damage isn’t documented before the start of a reservation, it is the borrower’s responsibility to clearly photograph or note the damage. Borrowers will be charged missing photo fees if they do not complete the inspection
Should a vehicle need repair during your rental period, notify Fluid. Fluid 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 keep 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. Fluid will assess an unauthorized repair fee to any borrowers who engage in this conduct. Applicable 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.
Additional instances of unauthorized repair may result in suspension or deactivation of your Fluid account.
Timing of Repairs
Fluid will work with you on the timing of repairs. Ultimately, it is Fluid’s decision on when and where to repair any vehicle.
Borrowers can dispute damage charges for up to 14 days after Fluid’s notice of damage/payment charge.
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 cannot only bill you for reservations but also collect additional amounts due from 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.
Fluid requires you to communicate and respond to emails related to claims, reservations and damages. Fluid will charge the payment card on file for any damage unless otherwise agreed by the parties. Fluid may assign any uncollectible amounts to a collection agency and will assess any collections charges to you. Fluid may collect funds from you in lump sum or incremental payment amounts. You must have a payment card on file to have a Fluid user account. If payments are declined, Fluid may suspend or deactivate your Fluid account which may include termination of any active reservations and immediate recovery of vehicles.
