How can we help?

How many vehicles can I lend on the platform?

Lenders can rent one or more vehicles on Fluid. By renting vehicles on Fluid, you are running a business and setting yourself up to make great side hustle money. We recommend you:

  • Provide clear vehicle details and instructions in the profile,
  • Promote your vehicle(s) on Nextdoor and other community bulletin boards to maximize transactions within your local community,
  • Set up regular maintenance schedules, and
  • Stay in close communication with your borrowers through the in-app messaging system.  

Community Guidelines

Fluid is a community of lenders and borrowers.  As such, we expect our users to treat each other with mutual respect.  Fluid reserves the right to suspend any lender that receives borrower complaints and we may unpublish any vehicles that have valid borrower concerns. 

Fluid always reserves the right to deny users or vehicles, in its sole discretion, that do not adhere to our risk management standards.  

What do I need to do to List my vehicle?

  • Vehicles must be 12 years or newer and have less than 130,000 miles.
  • We do not permit lenders to list vehicles in the State of New York.
  • Vehicle must have current insurance and registration for the vehicle.  Our team will reach out to you once you initiate the listing to gather this information.  Vehicle registration and insurance information MUST be in the vehicle at all times.
  • Salvage titles and vehicles that have been declared total losses are not eligible for the Fluid platform.
  •  Once you list your vehicle on the Fluid platform, you agree not to list it on any other car share or rental platform.
  • Lenders are responsible for understanding and complying with all laws related to vehicles in their state/region.  This includes traction, chain and emissions laws or other state specific rules.  Please always keep your vehicle safe and ready for all conditions.  A borrower may cancel any reservation if they feel a vehicle is unsafe or in violation of local law and the lender will not be paid for such reservation even if cancelled after the Fluid cancellation policy window expires.

How much will my vehicle earn?

Check out the table below to see your projected average annual earnings. Your earnings depend on several factors, including the make, model, and condition of your vehicle, as well as how often your vehicle is available to rent, the price you set, and how you promote your vehicle on Nextdoor, other social networks, and community bulletin boards. 

These figures are estimates only and may not be representative of or constitute a promise of actual earnings that you may experience.

Vehicle type Average earnings per year
Midsize Box Truck (20 ft. +) $20,400
Small Box Truck (12-19 ft.) $15,000
Van (Sprinter, TransitVan, ProMaster, etc.) $14,000
Pickup trucks $10,000

How should I price my vehicle?

We recommend lenders offer competitive hourly, daily, and weekly prices to appeal to a wide variety of renters who are interested in borrowing your vehicle for different lengths of time. By offering daily and weekly rates at a discount, you can incentivize longer rentals and raise overall average earnings. Check out similar vehicles on Fluid to get a sense of what other lenders are charging. Many of our lenders start their price at $5/hour and make changes depending on level of usage, seasonality, and length of rental period.

Once I list my vehicle, how long does it take to get my first reservation?

Once our team approves your vehicle for listing on the Fluid platform, Fluid trucks are most often reserved by your neighbors and nearby community — individuals that live within just a couple of miles of you. For that reason, we recommend that you promote your vehicle on Nextdoor and other community bulletin boards to let your neighbors know that your truck is available. This will help ensure your first reservation happens quickly (usually within the first week or two after you list), and that you drive recurring revenue by having your neighbors rent your vehicle on a regular basis. Check out our blog on how to promote your vehicle on Nextdoor.

We also recommend that lenders stay in close communication with potential renters to respond to any comments or questions. Responding promptly to borrowers through Fluid’s in-app messaging system helps quickly lock in reservations.

How can I make my listing more attractive to borrowers?

To maximize transactions for your vehicle, we recommend that lenders:

  • Price your vehicle competitively, and include hourly, daily, and weekly rate options
  • Share a clear, detailed description of the vehicle and pick-up/drop-off instructions
  • Include several high quality pictures of the exterior and the interior of the vehicle
  • Post on neighborhood bulletin boards like Nextdoor, letting neighbors know its available. Check out our blog on how to promote your vehicle on Nextdoor.

What is Instabook?

Instabook allows Fluid lenders to show real time availability of their vehicles, managed directly by Fluid. Vehicles set to Instabook — marked with a lightning bolt in the vehicle profile — show real time availability. Ensuring your vehicle’s availability is always up to date in our system through Instabook will help maximize your reservations.

How do I block my vehicle when I need to use it or maintain it?

To block dates when you would like to use your vehicle or maintain it, simply go to the calendar section of the app and mark your vehicle as unavailable for your select dates.

Will borrowers take care of my vehicle?

We often hear from our lenders that their vehicle was returned to them in better condition than when they rented it. You’ll be surprised by how respectful borrowers are.

How do I prevent borrowers from using my vehicle for certain purposes — like towing a boat, off-road driving, or driving out-of-state?

You can indicate within the vehicle profile any activities that are off-limits for your vehicle. These instructions will be shared with borrowers both via email and within the app once a reservation is booked. You can also communicate directly with borrowers through our in-app messaging system.

What should I include in my vehicle description?

We recommend you craft a detailed vehicle description, including:

  • Make
  • Model
  • Color
  • Year
  • Manual or automatic
  • Any particular characteristics — please disclose anything a borrower should know (e.g., if you have a liftgate, etc.)
  • Pick-up instructions
  • Drop-off instructions

Including high quality pictures of the exterior and interior of the vehicle will also help maximize reservations.

Where should I park my vehicle to maximize transactions?

Fluid trucks are most often reserved by your neighbors and nearby community — individuals that live within just a couple of miles of you. For that reason, we recommend that you park the vehicle within a nearby radius of where you live. (And don’t forget to promote your vehicle on Nextdoor and other community bulletin boards to let your neighbors know that your truck is available! Check out our blog on how to promote your vehicle on Nextdoor.)

Additional parking tips and tricks:

  • Fluid borrowers often rent vehicles more than once, making it part of their regular activities. Keeping your vehicle in a predictable spot can help drive repeat business.
  • If you move your vehicle, you’ll need to raise awareness among a new community at the new location. Nextdoor and other community bulletin boards are great ways to do this.
  • Lenders often park their vehicles near Home Depots, Costcos, and other large stores, to make pick up convenient for borrowers transporting their purchases home.
  • Make sure to move your vehicle for street sweeping and snow shoveling!

I use my vehicle(s) for business purposes. What happens if my vehicle is in an accident during a Fluid reservation?

We offer a rental car replacement plan for small business fleets. Reach out to us to learn more: lender@fluidtruck.com

How do I get paid?

Fluid pays you via direct deposit.

When do I get paid?

Lenders will be paid within five days following a competed reservation. It can take 3-7 business days for your bank to process the transaction and post the money to your account. To receive payment for your reservations, enter a debit card into the payment section of the app.

How do I charge additional fees such as fuel, mileage, smoking, and late fees?

Lenders can charge additional fees before closing out a reservation. Lenders must clearly disclose each additional fee associated with their vehicle prior to booking a reservation. The most common additional fees lenders charge are for fuel, mileage, smoking, and late returns. As a courtesy, we recommend that lenders message the borrower from within the app with additional fees prior to charging them. You will receive payment of any additional fees charged at the same time you receive payment for the base cost of the reservation.

 In the event that a borrower disputes any additional charges, Fluid will investigate the charges to determine if they were a fair rate and assessment.  In the event that Fluid finds, in its sole discretion,  that a lender charged a borrower inappropriately, untimely or without substantiation, Fluid reserves the right to refund the borrower and asses the refund back to the lender.  If Fluid reverses lender assessed charges, Fluid will also collect a $25 fee for administrative expenses.

I ended the reservation but forgot to charge the borrower an additional fee. What should I do?

Lenders have 24 hours to check your vehicle and report any additional issues that may result in extra fees. Please communicate the additional fee(s) with the borrower so there are no surprise charges. To initiate the fees, contact Customer Success at help@fluidtruck.com within 24 hours to request additional charges. In your email, please include details of fees, reservation number, and your full name.

Our recommendation is that lenders carefully check the vehicle before closing out the reservation, and charge any appropriate additional fees within the app at the time the reservation ends.

What if I receive a parking ticket or other fee associated with a completed reservation?

If you receive a ticket or toll following a completed reservation, send it to help@fluidtruck.com along with the reservation ID number. Fluid will review the document(s) and charge the borrower additional fees as necessary.

Am I able to refund the borrower in the event of a reservation issue?

All refunds must be requested in writing to Fluid within 24 hours of the completion of the reservation. Please email help@fluidtruck.com with the reservation identification number, borrower’s name, and the reason for your refund request. Any refunds requested after 24 hours will not be fulfilled.

What are Fluid’s fees?

Fluid reservations include the following fees at checkout:

  • A 20% transaction fee is deducted from all reservations. This fee covers insurance, credit card processing fees, and customer support.
  • A minimum booking fee of 10% or $2.00 of the reservation cost. Extensions are also charged subject to a booking fee.
  • Fluid offers three insurance tiers: Premium, Basic and Opt-out. Details of these insurance options can be found at the time of booking, as well as in our vehicle insurance FAQ section.

What is the cancellation policy?

If the reservation is cancelled less than 24 hours before the reservation, Fluid charges the borrower 10% of the estimated reservation total. If the reservation was made less than 24 hours in advance, the borrower has a 30 minute buffer to cancel; otherwise there are no refunds for reservations.

I initially accepted a reservation, but forgot to cancel. How can I refund the borrower?

Once a reservation has started neither the lender nor borrower will be able to cancel the transaction. Contact Fluid at help@fluidtruck.com and provide your reservation number, cancellation details, and your full name. We will make sure to process the refund immediately for the borrower. It’s also best to communicate with the borrower that you contacted Fluid, so they are aware that you are taking responsibility to reconcile the situation.

In the event that you do not fulfill your reservation with a borrower within the cancellation window permitted by Fluid or if your reservation cannot be completed because of lender responsibility, Fluid will assess a $50 charge to the lender to offset the cost of providing your borrower with a suitable replacement vehicle or other costs.  In the event that a vehicle is not at the location you specify or if you fail to show up for a booked reservation, Fluid will assess a $150 charge to offset costs associated with lender’s failure to fulfill. All fees are assessed in Fluid’s sole discretion.

Can I accept money from borrowers outside of the Fluid platform?

Absolutely not. Off  platform transactions are prohibited.  In the event that Fluid learns that a lender or borrower is involved in an off platform transaction, all insurance coverage or other protections extended by Fluid are void.  Fluid also reserves the right to immediately suspend any lender or borrower (which includes removal of all lender’s listed items) from the Fluid platform if such conduct is discovered.

What are the requirements to list a vehicle on Fluid?

Vehicles listed on Fluid can be 12 years old or newer, in good or excellent condition, comply with all legal, safety and mechanical standards, and be registered in the United States (vehicles registered in NY state are not permitted to be listed on the Fluid platform at this time).  Fluid, through its contract with you via its Terms & Conditions offers replacement and damage protection up to $50,000, so if the actual cash value of your vehicle is more than $50,000, please reach out to our Customer Care team to learn more about our Enhanced Owner Protection Program. Vehicles with a gross vehicle weight (GVW) of 26,000 pounds and greater, motorcycles, recreational vehicles, boats, powersports items and vehicles that require a commercial license to operate (“Excluded Vehicles”) may be listed with Fluid but are not covered by any Fluid insurance policy and all owners must have a commercial policy that protects the vehicle, owner, and borrower. Fluid is not responsible for claims related to these Excluded Vehicles and the insurance certificate for such Excluded Items prior to listing on the Fluid platform. 

Prior to approving your listing, Fluid will collect a picture of your current registration and a vehicle safety report. Failure to provide these documents may result in rejection of your vehicle. Fluid reserves the right to remove any listing at its sole discretion.

What kind of insurance does Fluid have?

Fluid is not an insurance company and does not sell insurance for reservations. Fluid provides coverage during reservations and allows borrowers and lenders to chose different deductible limits during those reservations.  During an active reservation, a lender’s vehicle is protected through Fluid’s third party liability insurance coverage up to $750,000. Lenders will pay a $1500 deductible for claims filed against this policy.  That means that Fluid will pay the damage costs caused during a reservation after you, the lender, have paid your $1500 deductible and provided that all damage and claims against this coverage are reported in accordance with Fluid’s policies.  Fluid has alternative coverage options for commercial borrowers, please reach out to help@fluidtruck.com for additional information.

Please note that Fluid does not offer coverage for the following:

  • Interior or exterior wear and tear of the vehicle
  • Lost rental income
  • Replacement vehicle  during repair or down time.
  • Vehicles with a GVW of 26,000 pounds and greater, motorcycles, recreational vehicles, boats, powersports items and vehicles that require a commercial license to operate (“Excluded Vehicles”)

You may opt-out of the Fluid insurance program if you have commercial rental insurance and choose to waive protection by Fluid. Please reach out to help@fluidtruck.com to get additional information related to our lender provided insurance requirements.

How does Fluid verify drivers?

Fluid is committed to creating the safest truck sharing community. Our proprietary vetting platform screens out high risk users to ensure the safety and security of our community. We check each new borrower based on over 80 points of reference, and connect to 51 DMVs in the U.S.

What should I do if my item is returned late?

Contact the borrower immediately through Fluid’s in-app messaging system to remind them that the vehicle is late and create a plan for  vehicle return with the borrower. Remind the borrower that late fees are 2x the normal rate, and could disrupt upcoming reservations for that vehicle. If the vehicle is not returned after 24 hours, contact us at help@fluidtruck.com. Fluid will not pay late fees to lenders that have not compiled with these steps.   If you have a conflicting reservation for that vehicle, let the next borrower know as soon as possible through the in-app messaging system. Please also reach out to us at help@fluidtruck.com and we can help make alternative arrangements for the borrower. 

What if my vehicle is damaged or involved in an accident during a reservation?

If a vehicle is involved in an accident during a reservation, Fluid recommends that the drivers always call the police. If another vehicle or party is involved in the accident, please collect the name, address, insurance information, and driver’s license number of the other driver. In some instances, a police report may be required as part of the claims process.   

Please also reach out to our team at help@fluidtruck.com within 24 hours. We will help you get in touch with the borrower and file an incident report with relevant documentation. Fluid may deny any claim or damage reimbursement request if notice of such damage is provided after the 24 hour reporting window. Misrepresented, unsubstantiated or fraudulent claims will be denied and Fluid may charge lender a $500  claim administration fee.

Roadside Assistance

In the event that you or your borrower requires roadside assistance during the reservation please email help@fluidtruck.com.  We are available 24hours a day, 7 days a week.

What if my vehicle is missing or I have issues with the borrower during my reservation?

If you have any issues during the reservation please try to resolve them with the borrower first using the in-app messaging tool.  In the event that you cannot resolve the problem, please reach out to us as quickly as possible at help@fluidtruck.com.  If you suspect that your vehicle is missing or stolen, please notify us within 24 hours so that we can assist you with the recovery process. 

Safety Recalls and Mechanical Issues

In the event that your vehicle is subject to a safety recall, you must remove the vehicle from the platform until such recall is resolved.  In the event that your vehicle has mechanical issues during a reservation, lender is responsible for any towing and other fees incurred by Fluid or the borrower resulting therefrom.  If you have misrepresented the condition or features of your vehicle or if there are other issues that would interfere with a reservation, Fluid may cancel the reservation, unpublish the vehicle or assess lender a fee in the amount of $100.

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