Customer Documentation

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

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Responding to Your Rental Invitation

What the Rental Invitation Means

A rental invitation is sent when a Shop has assigned a vehicle to you and is waiting on your confirmation. You’ll see it as a sms/notification and on your dashboard as your active pending rental.

Getting an invitation doesn’t mean the rental is confirmed yet — the vehicle is held for you temporarily while you review and respond. Once the invitation expires or you decline, The vehicle is available again.

How to Review Your Rental Details

  • Open the invitation from your notification, email, or sms.
  • You’ll see a rental summary with:
    • Vehicle details (make, model, category)
    • Rental dates and pickup time
    • Pickup location
    • Applicable pricing and fees
    • Current status
  • Review everything carefully before deciding — once confirmed, changes to some details (like pickup location) go through a separate request-and-approval process rather than being freely editable.

Tip: You can open your invitation from the app’s home screen at any time, or directly via a shared link if one was sent to you.

Confirming or Canceling Your Rental Request

To confirm your rental:

  • Review your rental details (above).
  • Select your payment method, and optionally add Roadside Assistance Protection (RAP) if it’s available for this vehicle category.
  • Tap Confirm Rental.
  • Your selected payment method is validated, and the required security hold is placed. If this step fails (e.g., card declined), you’ll need to fix your payment method before you can confirm.
  • Once confirmed, you’ll receive your scheduled pickup/arrival details, and the Shop, Car Owner, and RNTLS operations are notified automatically.

While your rental is active, everything you need is available from your rental’s Active Rental screen: chat, GPS/trip view, activity history, and the actions below.

Chatting with Your Car Owner

  1. Open your active rental and tap Chat.
  2. Send messages directly to your Car Owner for any questions during your rental.
  3. All conversation history stays attached to that rental for reference.

To reject your rental request:

  • Open the invitation and tap Reject.
  • You may be asked to provide a reason.
  • Your rental request is canceled and the vehicle is released.

Note: You can only cancel or reject a rental before pickup. Once you’ve picked up the vehicle, canceling isn’t available — instead, you’d need to request an early return.

What Happens if the Activation Link Expires

Every rental invitation has a limited response window, set by RNTLS.

  • If you don’t confirm or reject in time, the invitation automatically expires.
  • An expired invitation releases the vehicle back to availability — it’s no longer being held for you.
  • You won’t be able to reopen or confirm an expired invitation. If you still want the vehicle, you’ll need to contact the shop so they can create a new rental for you and send a new invitation.

Tip: If you’re not ready to confirm right away, at least review your details early so you’re not caught off guard by the expiration window.