To ensure that our community remains safe, reliable and happy it is important to
have all of our members be responsible and respectful towards each other. We
encourage our members to try to solve smaller issues in a friendly manner first, and
then reach out to our support ream if they are unable to reach a viable solution.
Travelers may cancel their trip by contacting us at firstname.lastname@example.org. The total amount refunded will depend on when the traveler cancels the trip, and varies by fee component (trip price, trip fee, protection fee, and if applicable, young driver fee). When a renter cancels a reservation, a Renter Cancellation Fee may be charged at CarHopper's sole discretion. This fee is charged to compensate for the time the car was booked and unavailable for other potential renters.
There are no credits/refunds issued for early returns.
Trip price & trip fee:
<1 hour from booking trip: Full refund
>7 days before trip start: Full refund
1-7 days before trip start: 50% refund
<1 day before trip start: No refund
After a Trip has started, it is not refundable and may not be canceled. Travelers will receive a full refund if they cancel before the owner confirms the pending trip.
The trip fee is non-refundable once an hour has elapsed from the time the trip is booked (i.e. when the owner confirms the pending trip).
If an affiliate wishes to cancel a booked trip, they must notify the renter via on-site messaging at least 72 hours in advance, and process the cancellation through CarHopper. The cancellation is effective immediately, and if CarHopper fails to find an alternative car the traveler will receive a complete refund once the rental is cancelled. Travelers are counting on our affiliates to provide the car so repeated cancellations will subject the owner to removal from the marketplace.
Cancelling a trip within 72 hours of the start of a trip will subject the owner to a minimum $50 fine and potential removal from the marketplace.
Inconvenience Fee - $50
If a renter returns a car improperly resulting in inconvenience for the owner of the car, or the next driver, an Inconvenience Fee may be charged at CarHopper’s sole discretion. These fees may be applied if the car is returned unreasonable late and without prior notice to CarHopper and the owner, lights are left on resulting in a dead battery, or any other instance where a renter returns a car negligently, improperly, and inconveniently.
Service Fee- $50 to $500
When CarHopper intervenes in any event due to violations of our Terms of Service or other actions taken by a member Service Fees may be charged at CarHopper’s sole discretion to cover administrative costs incurred to resolve the issue.
Gas Charge- Cost of gas + $15
Renters are responsible to refill the gas used during a Trip. If a car is returned with less gas than at the start of the trip, the renter will be charged for the missing gas and an additional fee of $15 at CarHopper’s sole discretion.
Citation Charge- Highest amount on citation + $25
Renter agrees to be solely liable for parking tickets, traffic citations, and other infractions and violations that occur during and subsequent to the trip and all other fees resulting from such violations per CarHopper’s policy. It is the sole responsibility of the renter to pay these fees in a timely manner and to comply with all legal obligations that arise from such violations. An additional citation fee of $25 may be charged at CarHopper’s discretion.
Tow Charge- Total amount of tow + impounding fees
Renter agrees to be solely liable for any and all tow and impounding fees that are incurred during and subsequent to the trip, and all fees resulting from such violations per CarHopper’s policy.
Retrieval Charge- Cost of car retrieval + $25
If additional vendor assistance is required to retrieve a car listed on CarHopper as a result of negligence while rented out, the responsible member is liable for the additional retrieval costs incurred by CarHopper.
Smoking Fine- $250
Smoking in all CarHopper vehicles is strictly prohibited. If the owner or the next driver of the car reports evidence of smoking such as strong odor, ashes, etc., a Smoking Fine will be charged to the offending member at CarHopper’s sole discretion.
Late Return Fine- $50/hour
If a renter returns a car late resulting in inconvenience to another member, the renter will be charged the hourly rate of that car plus a Late Return Fine for each hour the car is late. These fines will be charged at CarHopper’s sole discretion.
Affiliate reimbursements are added to the car owner’s earnings payout to reimburse for renter-incurred expenses. Additional earnings adjustments may also be added to the owner’s monthly payout to compensate for the time and effort of resolving renter-incurred expenses.
Gas - Cost of gas + $10 earnings adjustment
Renters are responsible to refill the gas used during a trip. If a renter returns a car with less gas than at the start of the trip, the owner may refill the gas and submit the payment receipt to CarHopper to request a gas reimbursement for the expense.
Citation- cost of citation + $15 earnings adjustment
The Affiliate is responsible to settle renter-incurred traffic tickets, citations, and violations directly to prevent additional penalties due to late payment. The Affiliate may then submit a copy of the citation and payment receipt to CarHopper to request a citation Reimbursement for the expense. These requests must be submitted to CarHopper within 90 days of the violation issue date. Any and all late or delinquent penalties are the responsibility of the car owner.
Smoking- Up to $135
If a renter returns a car with evidence of smoking such as strong smoke odor, ashes, etc., the car owner may have the car cleaned and submit a payment receipt to CarHopper to request a cleaning reimbursement. The owner must submit thorough documentation of the incident including photos, payment receipts, and other forms of validation.
Late Return- $30/hour
If a renter returns a car unreasonably late resulting in inconvenience to the car owner or another renter, CarHopper may remit compensation to owner for each hour the renter is late.
Security Authorization- $250
As a security measure, CarHopper may add a temporary authorization of up to $250, usually for first time renters only. This authorization is voided as soon as the car is returned to the owner. Each Affiliate may take an additional Security Deposit from renters upon pick-up. The amount of the Secuity Deposit charged by Affiliates is subject to rental length, and market value of the car.
Safety Deposit- $250
The safety deposit is charged to renters after one more community violations at CarHopper’s sole discretion. This deposit will be refunded to the renter when the car is returned without incidents.