OUR HELP
Frequently Asked Questions
Everything you need to know about renting with Ontime Car Rental
Booking & Reservations
How do I book a car online?
Booking is easy! Click "Book Now" in the navigation, select your pickup location (Airport or Office), choose your dates, browse available vehicles, select your insurance plan, and complete the secure checkout. You'll receive an instant confirmation email with all your booking details.
Where can I pick up and drop off the car?
We offer two convenient locations: Detroit Metro Airport and our Troy Main Office. Important: You must return the car to the same location where you picked it up. We do not offer one-way rentals at this time.
Can I drop off at a different location?
No, one-way rentals are not available. Your drop-off location must be the same as your pickup location. This policy helps us maintain consistent pricing and vehicle availability at both locations.
Can I modify or cancel my booking?
Yes! Log into your account and go to "My Bookings" to view, extend, change vehicles, or cancel your reservation. Cancellation refunds are time-based: 75% if cancelled 72+ hours before pickup, 50% for 48-72 hours, 25% for 24-48 hours, and no refund for cancellations within 24 hours.
How do I extend my rental?
Log into your account, select your active booking, and click "Extend Rental." Choose your new return date, and we'll calculate the additional cost. You'll only pay for the extra days at the current daily rate. Extensions are subject to vehicle availability.
Can I change to a different car after booking?
Yes, you can change your vehicle through "My Bookings" if your preferred vehicle is available for your dates. If the new vehicle costs less, we'll refund the difference. If it costs more, we'll charge the difference. Your insurance selection transfers to the new vehicle.
Requirements & Documents
What are the age requirements to rent?
You must be at least 21 years old to rent a car. Drivers under 25 may be subject to a young driver surcharge. All drivers must have held a valid driver's license for at least 1 year.
What documents do I need at pickup?
You MUST bring:
A valid physical driver's license (digital licenses not accepted)
A government-issued photo ID
The credit/debit card used for booking
Your booking confirmation (email or printed)
Note: We cannot release vehicles without these physical documents.
Can I use a digital driver's license?
No. You must present a physical driver's license at pickup. Digital or mobile versions of driver's licenses are not accepted as they cannot be reliably verified by our staff. Always bring your physical license card.
Can I rent with an out-of-state or international license?
Yes, we accept valid out-of-state licenses. International visitors must have a valid license from their home country plus an International Driving Permit (IDP) if the license is not in English. All documents must be physical (not digital).
Insurance & Protection
Is insurance required?
Yes, insurance is mandatory for all rentals. You must select one of our coverage plans:
Basic Coverage ($15/day): Collision & theft protection with $1,000 deductible
Standard Coverage ($25/day): Full protection + roadside assistance with $500 deductible
Premium Coverage ($35/day): Zero deductible + concierge service
Can I use my own auto insurance?
While your personal auto insurance may provide some coverage for rental vehicles, our insurance coverage is still mandatory. This ensures consistent protection standards and simplifies the claims process for all parties. You may check with your insurance provider to see if they'll reimburse rental insurance costs.
What does the insurance cover?
All plans include collision damage waiver (CDW) and theft protection. Standard and Premium add roadside assistance (flat tires, lockouts, fuel delivery). Premium provides zero deductible coverage and 24/7 concierge support. See our Insurance Policy for full details.
Payment & Pricing
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover) and debit cards through our secure Stripe payment system. You must use the same card at pickup that was used for booking. Cash payments are not accepted.
Is there a security deposit?
Yes, we place a temporary authorization hold on your card at pickup. The amount varies by vehicle category and is released within 3-7 business days after you return the vehicle in good condition. Premium insurance customers may receive a reduced hold amount.
What's your fuel policy?
We provide vehicles with a full tank of fuel. You're responsible for returning the vehicle with a full tank. If returned without a full tank, we'll charge a refueling fee based on the amount needed plus a service charge. Save time and money by refueling before return!
Can I use promo codes or discounts?
Yes! Check our Deals Page for current promotions. Enter your promo code at checkout to apply the discount. Join our loyalty program to earn points and receive exclusive member-
During Your Rental
What happens if I return late?
We offer a 30-minute grace period. Returns beyond that are charged hourly up to 2 hours, then a full additional day rate applies. To avoid charges, extend your rental through your account before your scheduled return time. Emergency extensions can be made by calling our support line.
What should I do if I have an accident?
First, ensure everyone's safety and call 911 if needed. Then:
Contact our 24/7 emergency line immediately
Document the scene with photos
Exchange information with other parties
File a police report if required
Do NOT admit fault
Your insurance coverage will determine your financial responsibility based on your selected plan.
Can someone else drive the rental car?
Only authorized drivers listed on the rental agreement may drive the vehicle. You can add additional drivers at booking or pickup for a daily fee. All drivers must meet age and license requirements and present their physical driver's license. Unauthorized drivers void your insurance coverage.
Policies & Terms
What's your cancellation policy?
• More than 72 hours before pickup: 75% refund
• 48-72 hours before pickup: 50% refund
• 24-48 hours before pickup: 25% refund
• Less than 24 hours: No refund
Refunds are processed within 5-7 business days. See our full
Cancellation Policy
for details.
Can I smoke in the rental car?
No. All our vehicles are non-smoking. A $250 deep cleaning fee will be charged if smoke odor is detected upon return. This includes cigarettes, cigars, vaping, and cannabis products. Thank you for keeping our vehicles clean for all customers.
Where can I read the full terms and policies?
Our complete policies are available on our
Policy Page
, including:
Terms & Conditions
Privacy Policy
Cancellation & Refund Policy
Rental Agreement
Insurance & Fuel Policy
Still have questions?
Our team is here to help! Contact us and we'll get back to you promptly.
Your journey starts on time. Serving Troy, Detroit, and surrounding areas with reliable car rental services.
Quick Links
Customer & Support
Gallery
Our Locations
- 248-519-7465
- support@ontimecar.net
- 100 W. Big Beaver Rd, Suite 200 #9607 Troy, MI 48084
- Mon-Sat: 8AM-8PM
- Stripe Secure Payments
- SSL Encrypted
- Verified Driver Required
© 2025 Ontime Car Rental LLC. All rights reserved.