Reno Tahoe Rental Car

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.

 

Your Commitments. As a renter, you commit that you’ll be a legally licensed driver and provide proof to Reno Tahoe Rental Car of a current, valid driver’s license, who will treat the vehicle and any applicable Extras well and will 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:

 

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;

 

Dilute, tarnish, or otherwise harm the Reno Tahoe Rental Car brand in any way, 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 means of identification that closely imitate or are confusingly similar to RTRC domains, trademarks, taglines, promotional campaigns, or RTRC and/or user content.

 

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 respond to a claim (for example about damage to a vehicle), with false or misleading information;

  • book or drive any vehicle without a valid driver’s license;

  • Impersonate any person or entity, or falsify or otherwise misrepresent yourself or your affiliation with any person or entity;

 

Fail to honor your commitments, including:

  • fail to pay fees, penalties, or other amounts owed to RTRC or another user;

  • Fail to timely deliver, make available, or return any vehicle and optional Extras, unless you have a valid reason as set out in our Policies;

  • use the Services to find a host or guest, and then complete a transaction partially or wholly independent of the Services, in order to circumvent the obligation to pay any fees related to RTRC’s provision of the Services or for any other reasons (aka, gray market transactions);

  • allow anyone other than an Approved Driver with whom you are traveling to drive the vehicle you have booked;

  • Leave a vehicle unlocked or running or unattended with the keys inside, except where instructed to do so directly by RTRC in certain limited circumstances.

 

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 any other technologies such as cancel bots, Trojan horses, harmful code, flood pings, denial-of-service attacks, backdoors, packet or IP spoofing, forged routing or e-mail address information, or similar methods or technology that may disrupt or interfere with the operation or provision of our Services, or harm RTRC or the interests or property of 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, or the like, whether by manual methods, or through the use of bots, crawlers, spiders, or otherwise;

 

Violations. RTRC has the right, but not the obligation, to investigate, pursue, and seek to prosecute, litigate, or refer to law enforcement, violations of the Agreement to the fullest extent permissible by the law. RTRC may access, preserve, and disclose any of your information if we are permitted or required to do so 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; to do so for fraud prevention, risk assessment, investigation, customer support, product development, and debugging purposes; and/or to protect the rights, property, or safety of RTRC, its employees, its 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 to be 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 in any way or violating the letter or spirit of any 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, remove hosted content, deny a claim for coverage, remove and demote your listings, reduce or eliminate any discounts, and take technical and/or legal steps to prevent you from using our Services. Additionally, we reserve the right to refuse or terminate our Services to anyone for any reason at our discretion to the full extent permitted under applicable law.

 

Cancellation Policy

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

 

There are no credits/refunds issued for early returns except when the guest has requested to shorten their trip and the host has accepted such request in the Services, as defined in the Terms of Service.

*Refunds may take up to 10 business days for credit and debit cards.

 

RENO TAHOE RENTAL CAR CANCELLATION

 

In the event of your booked vehicle being inoperable by trip start, RTRC will do it’s best to re-accommodate you in another one of our vehicles, 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, we require guests to reach out to us to make us aware of the situation and to request a trip modification for a new start time. We will do our best in 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% the daily rate. The young driver fee is fully refunded if the trip is cancelled before it starts.

Cleaning Policy

 

We do our best to provide guests with a clean car. In turn, 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 upon return, there could be fees assessed (please see fees below).

DO I DOCUMENT THE CAR’S CONDITION?

 

RTRC will take multiple photos of the car inside and out, and we suggest guests do the same.  We suggest taking interior photos of the middle console, front seats and floor, and the back seats and floor. We also suggest taking exterior photos of the driver side, passenger side, front, and back of the car as well. The more photos you take, the better. Be sure to capture the same views of the car in both the pre- and post-trip photos so that it’s easy to compare the two.

 
WHY ARE PHOTOS IMPORTANT?

 

In the event of a dispute, RTRC uses photos to determine if we are eligible for reimbursement of cleaning costs and if a guest should be charged a cleaning fee. Guests who take multiple, clear, consistent view photos of a car’s condition have verifiable proof of the car’s condition at the start and end of a trip. 

 
CLEANING FEES AND FINES  

 

The levels of cleaning and the eligible reimbursement amounts are as follows:

 

INELIGIBLE FOR REIMBURSEMENT

  • 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.

 

MODERATE CLEANING - UP TO $50

  • Car exterior is returned significantly* dirtier than it was received (e.g. dirt on car body, wheels, or windows).

  • Floor mats or upholstery are returned significantly* dirtier than they were received (e.g. requires more than a shake-out to be restored to original condition).

  • Large amounts of food, dirt, or mud that cannot be shaken out and must be heavily vacuumed to remove.

  • Light stains or residue on hard surfaces (e.g. liquid spills or sticky substances).

 *In the event of a dispute, RTRC will use its discretion to determine the amount of the reimbursement.

 

HEAVY CLEANING - $100

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

 

SEVERE CLEANING - $150

  • Situations in which a car contains the aforementioned violations on an egregious level that would require steam cleaning or a full detail.

 

PET HAIR - $150

  • If a pet enters a vehicle at any time without a host’s consent, the guest will be held responsible for having the car cleaned.

  • Hosts may still charge cleaning fees if they give consent and the car is returned with significant amounts of pet hair.

  • Service animals are not excluded from this policy.

 

SMOKING - $50 OR $150

  • $50 for smoke scent removal only.

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

 

Additional Usage Policy

 

RTRC is counting on guests to return cars at the originally-scheduled trip end time. If guests are late, it can cause a lot of inconvenience and stress for RTRC and future guests. This is why we always recommend requesting a trip extension with as much notice as possible.

GUEST RESPONSIBILITY

 

We expect our guests to be thoughtful and return the car on time. If there is any chance of a late return, the guest must request an extension on the website or app as soon as possible, and contact RTRC to let them know after making the request. If an extension can't be booked (whether because the host or car is unavailable, there are insufficient funds, or otherwise), the guest must return the car at the originally-scheduled end time. If the guest is excessively late, they will be charged for the cost of the additional usage and may be subject to fees and fines.

Keep in mind that extensions are only considered valid if they are made through the RTRC Dashboard and approved by RTRC; verbal agreements for different end times are not permitted.

ADDITIONAL USAGE COSTS

 

All of the fees related to late returns are outlined below and on our fees and fines table. A guest will not be charged if the guest is less than 15 minutes late.

COST OF ADDITIONAL USAGE

 

If a guest returns a vehicle more than 15 minutes late, they may be charged for the additional use. This is billed by an average of the daily rate of the vehicle, including the trip fee and any other applicable fees such as the young driver fee.

LATE RETURN FEE

 

If a guest returns a vehicle more than one hour late, the guest may be charged a $50* late fee.

IMPROPER RETURN FINE

 

If a guest is more than 24 hours late, is unresponsive, or caused a trip cancellation because of their lateness, they will be charged an improper return fee at RTRC’s discretion.

 

Prohibited Uses

 

Only RTRC Approved Drivers can book and drive a car during a trip. To be an “Approved Driver” means that the guest has provided and updated all required documentation, continues to meet all RTRC eligibility requirements, and that the guest is currently in good standing.

The guest of a vehicle may allow any Approved Driver to drive the car; all drivers shall be jointly and severally liable for the trip, but the primary guest (meaning the RTRC guest who books the trip) shall remain primarily liable.

Engaging in any Prohibited Uses with a vehicle booked through RTRC will be grounds for fines, suspension, and/or cancellation of your rental. It will also lower the primary guest’s liability coverage to state minimum limits or nullify coverage where allowable by applicable state law. Engaging in any Prohibited Uses will also eliminate any coverage for the guest for any claims related to physical or mechanical damage.  

Prohibited vehicle uses and activities include:

  • Permitting someone who is not an Approved Driver to drive a vehicle booked via RTRC.

  • Driving a manual transmission car without being an expert in the use of clutches and manual transmissions. Note: If the drivetrain of a manual transmission car is damaged, the primary guest will be presumed to be at fault and will be held fully liable for repair of any damaged components of the car.

  • Allowing the vehicle to be pushed or towed by anyone other than an authorized law enforcement or service vehicle.

  • Using a vehicle booked through RTRC

    • to tow or push anything.

    • other than on paved roads (whether "off-roading," driving on unimproved roads or parking areas, or otherwise).

    • in any race, test, or competition.

    • with the intention to cause damage, or with wanton, willful, or reckless disregard for safety.

    • to carry persons or property "for hire" or to carry persons or property for compensation or a fee, including, but not limited to, taxi services, TNC services, and/or parcel, food, or grocery delivery services. You may, however, use the car for business purposes, such as attending meetings and carrying associated materials.

    • unless a trip has been booked. Using vehicles without a reservation or outside your trip time constitutes unauthorized use.

    • during or as part of the commission of a crime or any other illegal activity or purpose.

    • while the driver is under the influence of:

      • alcohol above the legal limit.

      • any drug or medication under the effects of which the operation of a vehicle is prohibited or not recommended.

    • when it has been loaded beyond its rated capacity or with more passengers than the vehicle has seat belts.

    • outside the 50 United States or Canada if booked in the US or Canada.

    • without a valid license, or if you do not meet our Eligibility Requirements. It is your responsibility to inform us when your license is expired or suspended, or if you believe you may no longer meet our Eligibility Requirements.

    • to transport any flammable, toxic, volatile, poisonous, dangerous, or illegal substances.

    • to transport a pet without RTRC’s explicit consent, except in the case of service animals as defined by federal and state statutes. Guests who bring service animals on their trip may still be subject to cleaning fees.

  • Making any alterations, additions or improvements to any vehicle.

  • Smoking in the car.

  • Fueling a vehicle with an improper type of fuel.

  • Leaving a vehicle unattended while it is running or with the keys in the vehicle.

 

Smoking Policy

 

Guests and their passengers are not permitted to smoke in any RTRC vehicle. 

This smoking policy covers the use of, but is not limited to, any tobacco or tobacco-related products, marijuana or marijuana substitutes, e-cigarettes, or personal vaporizers.  

We take reports of smoking very seriously. If the smell of smoke, vaporized substances, or aerosol fumes is noticed upon return, or within 72 hours after the end of a trip, the guest may be subject to a fine(contingent on a review of supporting documentation and varying based on severity) and potential removal from the “Approved Drivers” list. 

 

Fees & Fines

 
GUEST CHARGES

Click for Mileage Policy


 

Damage & Repair Policy

 

Damage Evaluation & Claims Process

 

To rent a vehicle with RTRC the primary guest must provide their personal insurance information. RTRC will determine if damage occurred during the trip, check if the damage is wear and tear, 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 that was reported at the start of the trip or is found to have been in place before your trip began. Damage during a trip is rare. When it does happen, RTRC tries to make the claims process as smooth as possible.

 

If there’s another car involved when on a RTRC trip, please make sure to get the contact and insurance information for the other car and driver. If possible, also get a police report. Then report the damage to RTRC.

 

Once we receive the report, we’ll process the claim.  We’ll ask the guest to submit all relevant documentation (e.g., photos, police reports, etc.) to the RTRC claims specialist, who’ll guide them through the claims process. The specific resolution will depend on the facts of each case (which party is at fault, jurisdiction, etc.), and the documentation provided. 

 

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

 

Ultimate assessed costs can be up to the full value of the car, plus related costs. If the guests insurance company does not cover the value of the car, and related costs, they may be subject personally for said 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 is any fading, discoloration, rust, or wear caused to the interior or exterior of the vehicle over time. Also includes any deterioration from road use of tires, and mechanical deterioration of belts, suspension, electrical and mechanical components, along with any resulting damage from these events.

  • Interior Wear and Tear means any minor scuffing of interior surfaces that is 3 inches or less in diameter, along with any dials, switches, knobs, that break or fail over time.  Cuts and punctures that are clearly due to abuse or misuse by the Guest are not included in this definition.

  • Loss of Use is defined as the time the car is out of use while in the process of being repaired when it could have been rented by other customers — meaning that the car rental company lost out on revenue and profit as a result of the accident.

  • Mechanical Failure means any mechanical, electrical, suspension, engine, or transmission damage a vehicle incurs due to age, normal usage, defect, a lack of maintenance, or warranty issue (including, but not limited to manufacturer defect), along with any resulting damage that arises due to those causes, and excluding any mechanical damage caused by the Guest’s negligence or intentional misuse. Any Mechanical failure deemed to be caused by any “Prohibited Uses” will place the full burden of cost of repair to the customer.

  • Necessary Repair Costs means the reasonable and necessary costs for the parts and the labor required to repair the Physical Damage to the Reserved Vehicle that occurred after Delivery and during the Reservation Period.

    • Physical Damage means actual tangible damage to the Reserved Vehicle that occurs (i) after Delivery during the Reservation Period as a result of a Collision or a Qualified Cause.

      • Collision means when 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 as of 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 any personal items left in the Reserved Vehicle; and

    • Reservation Period means when a reservation is checked in or a trip start until check out or trip end.

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