Starting and finishing a Key Exchange rental

For Connect and Key Exchange rentals on Getaround, we verify the drivers identity before they can start a rental.

Meeting the driver

When you meet with the driver, you must guide them and help them complete the checkin inspection. They need to do this on their phone in the Getaround app, and can start this process from the rental page. Before the rental starts, you can check if they’re verified on the rental page.

If they’re unable to start my rental and the rental period has started, it is because their profile isn’t verified. Ask them to verify their profile before proceeding with the rental.

You will be prompted to compare the drivers licence against the information provided to you in the app. If you let a driver with an unverified profile drive your car, it won’t be covered if it is damaged during the rental.

NB: If one of the elements above is incorrect, you must cancel the rental, as the insurer will refuse to provide cover for the rental if there are any problems. You will receive compensation in accordance with our cancellation policy.

Can I accept a declaration of loss or theft of a license instead of the original?

In the absence of the original driving license, please cancel the rental. You will be compensated accordingly with our cancellation policy.

Should I ask for a deposit cheque or proof of address?

No. Getaround will take care of debiting the driver in case of additional charges during the rental. You should not ask the driver for a deposit cheque.

Can someone other than the driver come and pick up the car?

No. Only the driver who booked and paid for the rental can come and pick up the car.

At check-in, you must perform verifications of the driver’s identity, that require their physical presence. Those verifications are thoroughly explained in the rental agreement. It is not permitted for Peter to register on the website, Paul to pay and Jack to come and pick up the car. Do not hand your keys over if one of the conditions of the rental agreement is not met, you would not be covered by our insurance. Don't hand your keys either before the time the rental was supposed to start without modifying the rental.

This means that you must not agree to any of the following:

• A friend comes to pick up the car instead of the person who contacted you on the website
• A partner, relative or friend pays instead of the driver, even if the latter is present at check-in

Checkin inspection

The checkin inspection is mandatory for all rentals. Accompany the driver through the steps (in the driver’s app) in order to document:

• The exterior state of the car. Without this, we cannot know if any damage you spot happened during the driver’s rental, and coverage of the damage may be refused.
• The fuel and mileage of the car, in order to calculate adjustments and ensure you’re compensated for extra kilometres or missing fuel.

Make sure the checkin is complete and has been uploaded before handing over the keys.

Checkout inspection

The checkout inspection is also mandatory for all rentals. Before you let the driver leave, accompany them through the steps (in the driver’s app) in order to document:

• The exterior state of the car: these photos will serve as proof if the driver damaged the car during the rental
• The fuel and mileage of the car: so that you can be adequately compensated via an automatic or manual adjustment after the rental is ended

Before saying goodbye to the driver, ensure the checkout inspection is complete and uploaded.

What to do if a driver is late to your Key Exchange check-in

If a driver is going to be late at checkin, they must inform you through the App or by SMS at least 60 minutes before the rental start time. Both you and the driver should try to agree on a new time to hand over the keys. If both you and the driver can agree on a new time, the driver will not be reimbursed for the missed time.

If you cannot agree on a new time, and the delay is not the driver's fault (with sufficient proof, e.g., airline delay or cancellation), and they have informed you correctly, you will not receive your payout and the driver will be fully refunded.

If the delay is the driver's fault or they did not inform you properly, the driver will not receive a refund. You will receive your full payout (excluding the insurance premium).

What if the driver cancels

If the driver cancels after changing the date/time or does not show up within 30 minutes of the start time, the driver will not receive a refund. You will receive your full payout (excluding the insurance premium).

What to do if you are late for your Key Exchange check-in

If you are going to be late at the check-in, please inform the driver through the App or by SMS as soon as you know about the delay. This must be done at least 60 minutes before the rental is supposed to start. Both you and the driver should try to agree on a new time to hand over the keys. If you can find an agreement together, the driver will be reimbursed for the hours they missed.

If you both genuinely tried but couldn't find a new time and the delay was not your fault and you have sufficient proof and you informed the driver 60 minutes before the start of the rental, the driver won’t be compensated. You will receive your full payout (excluding the insurance premium). If the delay is your fault or you didn't inform the driver properly, you won’t be paid, and the driver will get a refund.