Customer Documentation

Everything you need to know about renting vehicles, managing trips, and getting help on the road.

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Picking Up Your Vehicle

Step 1: Where to Pick Up Your Vehicle

Once the Car Owner has prepared and dropped off the vehicle, you’ll get notified that it’s ready.

  1. Open your rental and go to the Pickup tab.
  2. You’ll see a live map with the pickup zone and vehicle location.
  3. Any permitted lockbox or access instructions (like a lockbox code) will be shown here too, sent by the Car Owner ahead of your pickup time.
  4. Head to the location shown once you’re ready to pick up.

Note: Pickup/lockbox instructions only become visible after the Car Owner confirms drop-off — if you don’t see them yet, the vehicle may still be in preparation

Step 2: How to Change Your Pickup Location

If your pickup location doesn’t work for you, you can request a change — but only within a limited window.

  1. Go to your rental and open the map/location interface.
  2. Select a new pickup location.
  3. Submit your request.

What happens next depends on how far the new location is from the original one:

CaseWhat happens
Within the automatic-change radiusYour new location is applied automatically — no approval needed.
Outside the automatic-change radiusYour request goes to the Car Owner for approval.

All possible statuses you may see:

StatusMeaning
RequestedYour change request has been submitted and is being processed.
Auto-appliedThe new location was within the automatic radius and took effect immediately — no action needed from you or the Car Owner.
Awaiting approvalYour request is outside the automatic radius and is waiting on the Car Owner’s decision.
AcceptedThe Car Owner approved your requested location — it’s now your pickup location.
RejectedThe Car Owner declined your requested location — your original pickup location stays in place.
ExpiredThe Car Owner didn’t respond by the deadline. This defaults to rejection — your original pickup location stays in place.

You can check your request’s current status at any time from the same map/location interface.

Note: Location changes can only be requested before a configured cutoff ahead of your rental start — after that point, this option is no longer available, regardless of distance.

Step 3: Photo Inspection Checklist at Pickup

Before you can accept the vehicle and start your rental, you’re required to complete a live photo check-in inspection.

  1. From the Pickup tab, tap Start Inspection.
  2. Using your camera live (not gallery photos), capture:
    • All exterior corners of the vehicle
    • The rear, including the license plate and badges
    • The instrument cluster/odometer
    • The VIN tag
    • The seats
    • The headliner
  3. Follow the on-screen guide to make sure each shot is clear and complete.
  4. Submit your inspection.

Note: The Accept Rental action stays disabled until this inspection is fully complete — this protects you by creating a clear, timestamped record of the vehicle’s condition before you drive off.

Step 4: How to Accept or Reject the Vehicle

Once your inspection is submitted, you’ll decide whether to accept the vehicle.

To accept:

  1. Review your submitted inspection photos.
  2. Tap Accept Rental.
  3. Your rental officially starts.

To reject:

  1. Tap Refuse Pickup.
  2. Provide a reason for refusing (required).
  3. Submit.

What happens after refusal: Your case is either canceled or moved into a replacement process, and the relevant roles (Car Owner, Shop, RNTLS operations) are notified automatically. You’ll be updated on next steps from there.

Note: You also have a limited pickup window after drop-off to accept the vehicle. If you don’t act in time, the system automatically records it as expired/refused