CAR RENTAL FAQS

Have a question about Car Rentals with On Demand Car? Browse the topics below or click on one of the questions to find an answer.

Delivery location
Collection location
Delivery date
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Collection date
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General

How is On Demand Car different from other services?

We understand that technology is continuously changing the way we live, work and play, and in most cases, it’s for the better. At On Demand Car we worked hard for many years to figure out the perfect way of renting a car. To make the car rental experience more pleasant and efficient for you, we decided to build a technology that makes the cars available where you are, not the other way around. Proximity, convenience, reliability, and transparent pricing are the core functions of On Demand Car. On Demand Car is all about making the car rental process more efficient and streamlined. Faster rental process with less friction. Autonomous cars are not yet ready and cars don’t fly yet but On Demand Car is the only option for you to fly through the rental experience. You need to interact with a car rental provider on your terms. This means eliminating line ups, long paper works, the need to call the company, or even having to go to a specific location to pick up your rental car. On Demand Car’s technological innovation is to offer you the fastest rental experience in the world since all you have to do is use the mobile app and have the car rental come to you and collected from you when you’re done. On Demand Car gives you better access to customer support. Using the mobile app you can communicate with our help centre to resolve issues when they do come up. You can seamlessly extend your rental without the need to talk to anyone. Simply use the same app for extending your rental period. Saving time is as important as saving money since time equals money. We have structured the best price tiers for you with customized options based on your exact needs.

Where is the service available?

We’re currently available in Downtown Toronto, and plan to expand to other neighborhoods and cities soon.

How does it work?

It really is as simple as it looks! Enter your delivery and return address, select your dates and times, choose a car, then sit back and let it come to you! No more waiting for buses or wasting money on ride-shares to pick up your rental car; we deliver so you can relax! Even better – you can return the car at any address in Downtown Toronto. No need to search for parking, we will be there waiting for you when you arrive. Convenient? We think so.

How does renting a car with On Demand Car works?

It really is as simple as it looks! Enter your delivery and return address, select your dates and times, choose a car, then sit back and let it come to you! No more waiting for buses or wasting money on ride-shares to pick up your rental car; we deliver so you can relax! Even better – you can return the car at any address in Downtown Toronto. No need to search for parking, we will be there waiting for you when you arrive. Convenient? We think so.

I have an Android, can I still use On demand Car?

Yes you can. On Demand Car App is available for all Android apps via Google Play.

I have an iPhone, can I still use On demand Car?

Yes you can, On Demand Car App is available for all iPhones via App Store and Itunes.

Where do On Demand Cars come from?

On Demand Car partners with established rental car companies you probably already know and delivers their cars to any address in Downtown Toronto. We come to you!

Can I use the rental vehicle to drive for a rideshare service?

No. Our insurance doesn’t cover our vehicles nor the renter to carry persons for hire in a ridesharing service.

Can I rent at any age?

We currently only accept rentals from people of the age 24 and older.

Can I rent with an international driver’s license?

Yes, you can. We will only additionally need proof of your passport.

Booking

Can I change the delivery time?

Yes. Please use the chat feature in your On Demand Car app to arrange for a different delivery time, but if you change the time less than 2h before the planned delivery, then we will charge you a fee of $25.

What if I need to cancel my booking?

Of course! We understand plans change and we make rescheduling easy. Just use the chat feature in your On Demand Car app to arrange for a different delivery time. Please note, changes within 2 hours before the planned delivery may be subject to a $25 rescheduling fee.

Do you have car seats?

Unfortunately, we don’t offer car seats yet.

Can I add a second driver?

Yes you can add a second driver for a fee.

What methods of payment do you accept?

On Demand Car only accepts major credit cards backed by Visa, Mastercard, American Express, and Discover. Upshift does not accept debit cards, pre-paid credit cards, cash, check, or PayPal, as forms of payment. The credit card must be in the same name as the driver.

When does On Demand Car charge my payment card?

When you reserve a vehicle, On Demand Car will pre-authorize your credit card a minimum amount of $300 depending on the length of the rental.

How far in advance do I need to make a booking?

You can reserve your car as little as 2 hours from the current time during the hours of operation.

What if I need to change or cancel my trip?

Please give us one hour advance notice for any changes to your trip, and 24 hours advance notice for cancellations. Please respect our hard-working drivers and don’t send them to the wrong place or at the wrong time. Fees may apply for not following the guidelines outlined in our Fee Schedule.

Can I return an On Demand Car Rental vehicle to a different location than where it was delivered?

Yes! Our service area includes most of Toronto’s most popular neighborhoods. Feel free to start your trip at one spot and end it somewhere else within the highlighted map of our service area.

What happens if a car isn’t available when I need it?

This does happen sometimes. We have allocated a pool of fleet of cars available within each service area. The availability of these vehicles are based on the available vehicles and the already made reservations for the specific time, date, and duration of your choice. We highly suggest to book ahead of the time specially during the holidays. If you try to book a reservation and there are no cars available, always reach out to our chat support in the mobile app or website and we will try our best to find alternative vehicle size or offer different available time and date to make the rental happen for you. Our mission is to guarantee you will always get to where you need to go!

What happens if a car I’ve reserved isn’t available?

We do our best to ensure that this never happens, but sometimes things happen that are beyond our control, like another customer running late or getting in an accident. If a vehicle that you have reserved is not available at the time of your reservation, you have the following options:
1. We’ll compensate you for a replacement vehicle and insurance with another service, as well as transportation to and from its location.
2. You may cancel your reservation with a 100% trip refund.

Are there any restrictions for booking over holidays?

Reservations are made based on fleet availability. For holidays we suggest you to book ahead of time.

Can I take an On Demand Car Rental vehicle for a few hours?

Sure! You can take your car for as little as 4 hours. On Demand Car gives you the flexibility to use your rental car exactly when you need it.

What counts as one day?

Any trip that lasts fewer than 24 hours counts as one day, even if it starts on one calendar day and ends on the next.

How far can I drive in a day?

You can choose your pricing tier with either limited or unlimited mileage.

How long can I reserve an On Demand Car Rental?

Hourly, Daily, Weekly, Monthly

Delivery

How does the delivery work?

With On Demand Car, we have your delivery agent waiting to hand over the keys, verify your driver’s license, and a vehicle inspection so you can hop in and go.

How much does delivery cost?

Nothing! It’s included in all of our pricing tiers.

How much am I liable for without any damage waiver?

If in an unfortunate case something happens to the car, you are liable to cover damages up until the value of the car. This is why we highly recommend getting a damage waiver or checking whether your credit card covers damages to rental cars.

During

What if I have a problem during my rental?

If you have any urgent need during your booking, you can simply use the chat support feature in the mobile app or our website 24/7.

Can I extend my booking?

You receive notifications within the app during your rental if you need to extend your rental. You will have the option within the app to extend your rental beyond your original date and time for as little as 4 hours as long as that vehicle is not reserved for any other customer. Even if it is reserved for another customer, we will still try to coordinate something else to keep you and the other customer happy. If all the options are exhausted only then the extension will not be granted.

Damage and car accidents?

If you have had damage to your car during the rental, please let us know immediately via the chat support available in the app or our website.

How do I get rental document to prove that I’ve rented the car?

You can find your digital rental contract in the app to prove that you are the official renter of the car.

Can I smoke in an On Demand Car vehicle?

Absolutely not. Not even smoking out the window. Smoke smell lingers and is very hard to get out, which stinks for the next member who will drive your car. We’ll charge $300 if we detect the smell in the car regardless of whether there are ashes or cigarette butts found in the car or not.

What happens if I use a toll road?

If you use a toll road, it will take couple of weeks to a month for us to receive the bill from 407 ETR. Once we receive the bill we will charge your credit card. We highly suggest for you to let us know using the chat support that you have used highway 407 with details of your entry and exit points otherwise there will be a $25 research fee will be charged to your credit card.

Can I get roadside assistance?

All of our cars are current model year and they come with manufacture roadside assistance. In the case of any mechanical related issues, in the app you can use the feature “Roadside Assistance” to contact the designated roadside assistance provider. You will need to give them information about the make, model, license plate number, VIN number of your vehicle rental vehicle along with your address and they will dispatch a tow truck. During this time our chat support agent will walk you through the entire process as well.

Can I take my pet in the rental car?

Pets are allowed as long as they stay in a crate and you place a blanket under the crate, or they can be on a car seat cover in the back seat. We absolutely love animals, but some of our members are allergic! If we find pet hair in the car, we’ll bill you a minimum $25 fee plus the cost of extra cleaning.

What if my car is dirty?

We guarantee that the vehicle will be clean when it’s delivered. If the car isn’t in satisfactory condition, let us know via text or phone, or you may be charged $25 plus the cost of cleaning when you return it.

Collection

How does the collection process of the rental vehicle work?

Parking is a pain, so we got your back! One of our On Demand Car delivery agents will take your car back in person, so you don’t have to find parking. Minutes before you arrive to your collection address, the delivery agent will be waiting for you.

Does On Demand Car cover parking fees?

Generally you have to cover parking during the trip. If our delivery agent can’t make it in time to your rental collection location, please make sure you are legally allowed to park there at least until 1h after the scheduled end rental time.

You will get more instructions before the end of your trip within the app.

Can I return early?

Yes, you can request to return earlier in our in-app chat and we will get back to you within 1 hour if the change is doable.

What if I’m late for the car return?

Please be ready to return the car at the time and place you specified when requesting your On Demand Car. Since we have to plan for delivery agents pickup your car, we have to charge you $10 for every 30 minutes you returned late.

Do I have to refuel the car before I return it?

You may return the car at any fuel level. If it is less than the fuel level at the start of the trip, we charge you a fixed amount per tenth of the tank, depending on the category of your car, according to local fuel prices.
• You can return the car at any fuel level. If it is less than the fuel level at the start of the trip, we charge you the local pump rates.
• If you received an upgrade to a higher vehicle class, we have to charge you for the fuel category of the respective vehicle class you actually had, not the one you chose during checkout.

Do I have to clean the car before returning it?

You don’t have to clean the car before you return it, however, you will be notified and possibly charged additionally if in depth cleaning is necessary after you return your car.

Can I drop off at a different city?

Ending your car at a different city is not offered per default.

After

Lost items?

Please contact support@ondemandcar.com or message on the app. We will try our best to find your things although it is your responsibility to ensure that your belongings are not lost.

Parking Violations?

If you get a parking ticket during your rental period, you will have to pay for it. Since this does produce effects on our end as well, we hope you understand that we have to charge a $25 handling fee. So, please make sure to pay for parking 😉

How do I refer a friend?

We are so happy you want to refer On Demand Car to your friend! In the app you have the option to refer a friend.