Terms of Service

Eligibility

Our Services are intended solely for persons who are 21 or older. Any use of the Services by anyone under 21 is expressly prohibited.

Permission to Contact

By providing your phone number and email address, you grant explicit permission for Reno Tahoe Rental Car (RTRC) to contact you regarding your rental reservation. This may include (but is not limited to) reservation confirmations, rental updates, and other essential communication related to your rental agreement. RTRC is committed to safeguarding your privacy and will not share your contact information with third parties for marketing purposes.

Your Commitments

As a renter, you commit that you will:

Be a legally licensed driver and provide RTRC proof of a current, valid driver’s license.
Treat the vehicle and any applicable Extras well.
Take all reasonable measures to return the vehicle and any applicable Extras on time and in essentially the same condition as received.

In connection with your use of or access to the Services, you may not—and you agree that you will not—nor advocate, encourage, request, or assist any third party to:

1) Violate any law, including:

Breach, violate, and/or circumvent any local, state, provincial/territorial, regional, or national law or other law or regulation, or any order of a court, including (without limitation) airport regulations and tax regulations, licensing or registration requirements, or third-party rights.
Post false, inaccurate, misleading, defamatory, or libelous content.

2) Dilute, tarnish, or otherwise harm the RTRC brand, including:

Through unauthorized use of RTRC and/or user content.
Registering and/or using RTRC or derivative terms in domain names, trade names, trademarks, or otherwise.
Registering and/or using domain names, trade names, trademarks, social media account names, or other identifiers that closely imitate or are confusingly similar to RTRC domains, trademarks, taglines, promotional campaigns, or RTRC and/or user content.

3) Provide or submit any false information, including:

False name, date of birth, driver’s license, payment method, credit card, insurance, or other personal information.
A claim, or response to a claim (for example, about damage to a vehicle), with false or misleading information.
Booking or driving any vehicle without a valid driver’s license.
Impersonating any person or entity, or falsifying or otherwise misrepresenting yourself or your affiliation with any person or entity.

4) Fail to honor your commitments, including:

Failing to pay fees, penalties, or other amounts owed to RTRC or another user.
Failing to timely deliver, make available, or return any vehicle and optional Extras, unless you have a valid reason as set out in our Policies.
Allowing anyone other than an Approved Driver with whom you are traveling to drive the vehicle you have booked.
Leaving a vehicle unlocked, running, or unattended with the keys inside, except where instructed to do so directly by RTRC in limited circumstances.

5) Interfere with the operation of the Services, including by:

Interfering with any other user’s listings.
Distributing or posting spam, unsolicited or bulk electronic communications, chain letters, or pyramid schemes.
Distributing viruses or harmful technologies (including cancel bots, Trojan horses, harmful code, flood pings, denial-of-service attacks, backdoors, packet/IP spoofing, forged routing or email address info, or similar methods) that may disrupt or interfere with our Services or harm RTRC or others.
Bypassing robot exclusion headers, interfering with the working of the Services, or imposing an unreasonable or disproportionately large load on our infrastructure.
Systematically retrieving data or other content from our Services to create or compile (directly or indirectly), in single or multiple downloads, a collection/compilation/database/directory, whether by manual methods or through bots/crawlers/spiders or similar tools.

Violations / Enforcement

RTRC has the right, but not the obligation, to investigate, pursue, and seek to prosecute, litigate, or refer to law enforcement violations of this Agreement to the fullest extent permissible by law.

RTRC may access, preserve, and disclose your information if permitted or required by law; if we believe in good faith that it is reasonably necessary to respond to claims asserted against RTRC or to comply with permissible legal process (for example, subpoenas or warrants); to enforce or administer these Terms; for fraud prevention, risk assessment, investigation, customer support, product development, and debugging; and/or to protect the rights, property, or safety of RTRC, its employees, users, or members of the public.

RTRC reserves the right, at any time and without prior notice (in accordance with applicable law), to remove or disable access to any content that RTRC, at its sole discretion, considers objectionable for any reason, in violation of this Agreement, or otherwise harmful to the Services or our community.

If we believe you are abusing RTRC, our users, or employees, or violating the letter or spirit of this Agreement, we may, in our sole discretion and without limiting other remedies, limit, suspend, or terminate your RTRC account(s) and access to our Services; deny a claim for coverage; reduce or eliminate discounts; and take technical and/or legal steps to prevent you from using our Services. We also reserve the right to refuse or terminate Services to anyone for any reason at our discretion to the full extent permitted under applicable law.

Cancellation Policy

Guests may cancel their trip by calling our business line or emailing their reservation associate. The total amount refunded depends on when the guest cancels and varies by fee component (trip price, delivery fee, child seats, and, if applicable, young driver fee).

No credits/refunds are issued for early returns, except when the guest has requested to shorten the trip and RTRC has accepted the request in the Services (as defined in the Terms of Service).
If a guest changes the trip dates and then cancels, the date nearest to the start of the rental (whether the date change or the cancellation) will be used to calculate refunds and travel credits.
Refunds may take up to 10 business days for credit and debit cards.

Important cancellation notes:

If you cancel within 24 hours before your scheduled trip start time, you may forfeit up to 100% of your paid trip price.
RTRC may offer funds paid as future credit at its discretion.
If a credit card dispute is levied against RTRC after a trip credit is issued, you will forfeit 100% of your trip credit.

RTRC Vehicle Inoperable at Trip Start

If your booked vehicle is inoperable by trip start, RTRC will do its best to re-accommodate you in another RTRC vehicle, subject to an increase/decrease in price and based on availability.

Flight Delay or Flight Cancellation

If a guest’s flight is delayed or canceled, guests must contact us to make us aware and to request a trip modification for a new start time. We will make a good-faith effort to accommodate a new trip start time.

Young Driver Fee

If you are under the age of 25 when the trip starts, we assess a young driver fee of 20% of the daily rate. The young driver fee is fully refunded if the trip is canceled before it starts.

Cleaning Policy

We do our best to provide guests with a clean car. Guests must return the car in the same condition in which they received it, or as close to clean as possible. If the vehicle is not returned in acceptable condition, fees may be assessed (see below).

Documenting the Car’s Condition

RTRC will take multiple photos of the car before each rental. Exterior photos include the driver’s side, passenger’s side, front, and back of the car. As a guest, you are free to take as many pictures pre- and post-rental as you like.

Why Photos Matter

In the event of a dispute, RTRC uses photos to determine eligibility for reimbursement of cleaning costs and/or costs associated with vehicle damage, and whether a guest should be charged a cleaning or repair fee.

Included with Rental (no fee):

Minimal amounts of trash.
Small amounts of crumbs, sand, or dirt on floor mats that can be shaken off or vacuumed out.
Small marks that can be cleaned off easily by hand.

Not Included with Rental (may result in fees):

Vehicle exterior returned significantly* dirtier than received (e.g., dirt on body, wheels, or windows).
Floor mats or upholstery significantly* dirtier than received (e.g., requires more than a shake-out to restore).
Large amounts of food, dirt, or mud requiring heavy vacuuming.
Light stains or residue on hard surfaces (e.g., liquid spills or sticky substances).

HEAVY CLEANING — $100

Major stains or residue on seat fabric or other hard-to-clean surfaces.

SEVERE CLEANING — $150

Egregious conditions requiring steam cleaning or a full detail.

PET HAIR — $150

If a pet enters a vehicle at any time without RTRC consent, the guest is responsible for cleaning.
If RTRC gives consent, cleaning fees may still apply if the car is returned with significant pet hair.
Service animals are not excluded from this policy.

SMOKING — $150

$150 for smoke scent removal and physical remnants of smoking or vaping (e.g., ash, cigarette butts).

Reservation Policy

When you book a reservation, we adhere to the time and date requested. If you change your pickup/return dates or times, that supersedes the invoiced reservation and will be reflected on your rental contract.

If you are flying into RNO, we will request your incoming flight information. Any flight information will supersede the requested dates and times on your invoice, as we want the vehicle reserved for you the moment you arrive. We do our best to notify you if a change in time/date will change your price.

Daily Rate

RTRC uses a 24-hour daily rate. There are no separate rates for fewer or additional hours. Only on the final day of a reservation of 3 days or longer will the final daily rate be for 27 hours. Any time beyond 27 hours will be billed as another day.

Additional Usage Policy (Late Returns / Extensions)

RTRC relies on guests returning vehicles at the originally scheduled trip end time. Late returns can cause significant inconvenience and impact future guests. We recommend requesting a trip extension with as much notice as possible.

Guest Responsibility

If there is any chance of a late return, the guest must request an extension by email or phone as soon as possible. If an extension cannot be booked (due to vehicle availability, insufficient funds, or otherwise), the guest must return the car at the originally scheduled end time.

Extensions are only valid if approved by RTRC and confirmed in writing. Verbal agreements for different end times are not permitted.

Additional Usage Costs

A guest will not be charged if less than 15 minutes late.

Cost of Additional Usage:
If more than 15 minutes late, a guest may be charged for additional use, billed by an average of the vehicle’s daily rate, including the trip fee and any applicable fees (such as the young driver fee).

Late Return Fee:
If more than one hour late, a guest may be charged a $50 late fee.

Improper Return Fine:
If more than 24 hours late or unresponsive, causes another reservation cancellation, or causes delays due to lateness, the guest may be charged an improper return fee at RTRC’s discretion up to or in excess of the lost value of subsequent bookings.

Prohibited Uses

Only RTRC Approved Drivers can book and drive a car during a trip. An “Approved Driver” means the guest has provided and updated all required documentation, meets RTRC eligibility requirements, and is currently in good standing.

A guest may allow any Approved Driver to drive; all drivers are jointly and severally liable for the trip, but the primary guest (the person who booked) remains primarily liable.

Engaging in any Prohibited Use is grounds for fines, suspension, and/or cancellation. It may also lower liability coverage to state minimum limits or nullify coverage where allowable by state law, and eliminate coverage for claims related to physical or mechanical damage.

Burning Man / Black Rock Desert Prohibition

RTRC does not rent for Burning Man. Any vehicle taken to the festival will be fined a minimum $5,000 for cleaning (not including damages to electrical or mechanical systems). The Black Rock Desert’s fine dust can cause complete mechanical and electrical failure. You will be responsible for all repair charges if a vehicle enters the Black Rock Desert.

For rentals during the week of Burning Man, we require either:

A detailed itinerary demonstrating your travel plans do not include the event, or
A $5,000 cleaning deposit.

All vehicles are GPS-tracked for safety and security purposes.

Prohibited uses and activities include:

Permitting someone who is not an Approved Driver to drive a vehicle booked via RTRC.
Driving a manual transmission vehicle without being an expert with clutches/manual transmissions. If the drivetrain is damaged, the primary guest will be presumed at fault and fully liable for repairs.
Allowing the vehicle to be pushed/towed by anyone other than authorized law enforcement or service vehicles.
Using the vehicle to tow or push anything.
Driving other than on paved roads (including off-roading, unimproved roads, or parking areas).
Using in any race, test, or competition.
Using with intent to cause damage or with wanton, willful, or reckless disregard for safety.
Using “for hire” or for compensation (including taxi/TNC, parcel, food, or grocery delivery). You may use the vehicle for business purposes such as attending meetings and carrying associated materials.
Using the vehicle unless a trip has been booked (use without a reservation or outside trip time is unauthorized).
Using during or as part of a crime or illegal activity.
Driving under the influence of alcohol above the legal limit, or any drug/medication under which operation is prohibited or not recommended.
Loading beyond rated capacity or with more passengers than available seat belts.
Driving outside the continental United States.
Driving without a valid license, or if you do not meet eligibility requirements; you must inform us if your license is expired/suspended or you may no longer qualify.
Transporting flammable, toxic, volatile, poisonous, dangerous, or illegal substances.
Transporting a pet without explicit RTRC consent (service animals permitted, but may still be subject to cleaning fees).
Making alterations, additions, or improvements to any vehicle.
Smoking in the car.
Fueling with an improper fuel type.
Leaving a vehicle unattended while running or with keys inside.

Smoking Policy

Guests and passengers may not smoke in any RTRC vehicle. This includes (but is not limited to) tobacco products, marijuana or marijuana substitutes, e-cigarettes, and personal vaporizers.

If smoke, vaporized substances, or aerosol fumes are noticed upon return or within 72 hours after trip end, the guest may be subject to a fine (contingent on supporting documentation and varying by severity up to $800) and potential removal from the Approved Drivers list.

Mileage Policy

Upon renting a vehicle from RTRC, renters are provided a predetermined mileage limit as specified in the rental contract. Mileage limits are set at a maximum of:

150 miles per day
750 miles per week
1500 miles per month

For each mile exceeding the limit noted on your contract, a fee of $1.50 per mile will be charged and is due upon return of the vehicle. RTRC retains the right to adjust this fee at its discretion. Any changes will be communicated in advance and in writing.

For electric vehicle rentals, the automatic charging feature will cease when the mileage limit for the rental is reached. Renters must contact our team to arrange additional mileage; once arranged and paid, the automatic charging feature will be reinstated.

Violations of the mileage policy may result in additional charges and/or termination of the rental agreement.

Damage & Repair Policy

Damage Evaluation & Claims Process

To rent a vehicle with RTRC, the primary guest must provide personal insurance information. RTRC will determine whether damage occurred during the trip, whether it is wear and tear, whether it is related to a Terms of Service violation, or related to any prohibited uses.

Guests are not responsible for wear and tear or pre-existing damage reported at the start of the trip or found to have existed before the trip began.

If another car is involved during a trip, obtain contact and insurance information for the other driver/vehicle and, if possible, a police report. Then report the damage to RTRC.

Once we receive the report, we will process the claim and request relevant documentation (photos, police reports, etc.). An RTRC claims specialist will guide you through the process. Resolution depends on the facts (fault, jurisdiction, documentation, etc.).

Damage found after a rental will be reported to the renter immediately after RTRC becomes aware of it. Once a claim is determined to be needed, RTRC may charge an initial assessment, usually $500 or more. If a security deposit was charged, it will be applied to this charge.

Ultimate assessed costs can be up to the full value of the car, plus related costs. If the guest’s insurance company does not cover the value of the car and related costs, the guest may be personally responsible for the financial obligation.

Important Definitions

Delivery means the time at which the Primary Guest first takes physical possession of the Reserved Vehicle during the Reservation Period.
Delivery Period means any time before the Reserved Vehicle is Delivered, including the time when RTRC is actively delivering the car to the Primary Guest.
Deterioration means any fading, discoloration, rust, or wear caused over time to the interior or exterior of the vehicle, including deterioration from road use (tires) and mechanical deterioration of belts, suspension, electrical and mechanical components, and resulting damage.
Interior Wear and Tear means minor scuffing of interior surfaces 3 inches or less in diameter and dials/switches/knobs that break or fail over time. Cuts/punctures clearly due to abuse or misuse are not included.
Loss of Use means the time the car is unavailable while being repaired during which it could have been rented, resulting in lost revenue/profit.
Mechanical Failure means mechanical/electrical/suspension/engine/transmission damage due to age, normal usage, defect, lack of maintenance, or warranty issue (including manufacturer defect), including resulting damage, excluding mechanical damage caused by guest negligence or intentional misuse. Mechanical failure deemed caused by Prohibited Uses places full repair cost burden on the customer.
Necessary Repair Costs means reasonable and necessary costs for parts and labor to repair Physical Damage that occurred after Delivery during the Reservation Period.
Physical Damage means actual tangible damage to the Reserved Vehicle occurring after Delivery during the Reservation Period as a result of a Collision or a Qualified Cause.
Collision means the Reserved Vehicle collides with another vehicle or an object.
Qualified Cause means theft, fire, animal impacts, vandalism, falling objects, and acts of nature (e.g., flood, earthquake, hail, windstorm, etc.).
Excluded Damage means:

Damage existing at the start of the Reservation Period
Interior wear and tear
Exterior wear and tear for vehicles on the Standard or Basic Plans
Physical Damage occurring prior to Delivery (including during the Delivery Period)
Deterioration
Mechanical Failures

Damage to personal items left in the Reserved Vehicle
Reservation Period means when a reservation is checked in/trip start until check out/trip end.