Rental Policies & Terms
Clear, transparent policies for your peace of mind
Requirements & Documents
Last updated: November 2024
1. Agreement to Terms
By accessing and using the Ontime Car Rental website and services, you accept and agree to be bound by the terms and provision of this agreement. If you do not agree to abide by the above, please do not use this service.
2. Rental Eligibility
To rent a vehicle from Ontime Car Rental, you must:
- Be at least 21 years of age (surcharge applies for drivers under 25)
- Possess a valid driver’s license held for at least 1 year
- Present a physical driver’s license at pickup (digital licenses not accepted)
- Provide a valid government-issued photo ID
- Have a valid credit or debit card in your name
- Provide accurate contact and payment information
3. Booking and Reservations
3.1 Online Bookings: Reservations made through our website are confirmed upon payment authorization. You will receive an email confirmation with your booking details.
3.2 Location Policy: All rentals must be picked up and returned to the same location. We offer two locations: Detroit Metro Airport and Troy Main Office. One-way rentals are not permitted.
3.3 Modifications: You may modify your booking (extend dates, change vehicle) through your online account subject to availability. Price adjustments will apply.
4. Insurance Requirements
Insurance is mandatory for all rentals. You must select one of our coverage plans at booking:
- 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
Personal auto insurance or credit card coverage does not waive our insurance requirement. This ensures consistent protection standards for all parties.
5. Vehicle Use Restrictions
You agree NOT to use the vehicle for:
- Transporting illegal substances or engaging in illegal activities
- Racing, speed testing, or any competitive driving event
- Towing or pushing another vehicle
- Driving under the influence of alcohol or drugs
- Subletting or allowing unauthorized persons to drive
- Off-road driving or on unpaved surfaces (unless vehicle is rated for such use)
- Transporting passengers or goods for hire
- Operating outside the United States without written permission
6. Driver Responsibility
6.1 Authorized Drivers: Only individuals listed on the rental agreement may operate the vehicle. Additional drivers must meet all eligibility requirements and can be added for a daily fee.
6.2 Vehicle Condition: You are responsible for the vehicle from pickup until return. Inspect the vehicle at pickup and report any existing damage immediately.
6.3 Tickets & Violations: You are responsible for all parking tickets, traffic violations, tolls, and fines incurred during the rental period. We may charge an administrative fee for processing violations.
7. Payment Terms
7.1 Pricing: Prices include vehicle rental for the specified period. Insurance, extras, taxes, and airport fees are additional. All prices are in USD.
7.2 Security Deposit: A temporary authorization hold will be placed on your card at pickup. The amount varies by vehicle category and is released 3-7 business days after return.
7.3 Additional Charges: You agree to pay for:
- Late return fees (hourly up to 2 hours, then full daily rate)
- Refueling charges if returned without a full tank
- Cleaning fees for excessive dirt, smoke odor, or pet-related issues
- Damage not covered by insurance
- Toll charges and administrative fees
8. Vehicle Return
8.1 Return Time: Vehicles must be returned by the date and time specified in your booking. A 30-minute grace period is provided. Late returns incur additional charges.
8.2 Fuel Policy: Vehicles are provided with a full tank and must be returned with a full tank. Refueling charges apply if not returned full.
8.3 Return Location: Vehicle must be returned to the same location as pickup. Failure to return to the correct location may result in additional fees.
9. Liability & Indemnification
To the maximum extent permitted by law, you agree to indemnify and hold harmless Ontime Car Rental LLC from any claims, damages, or expenses arising from your use of the rental vehicle, including but not limited to violations of this agreement, traffic violations, accidents, or injuries to third parties.
10. Limitation of Liability
Ontime Car Rental’s liability is limited to the direct damages caused by our negligence. We are not liable for indirect, consequential, or incidental damages including lost profits, business interruption, or loss of use.
11. Changes to Terms
We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of modified terms.
12. Governing Law
This agreement is governed by the laws of the State of Michigan, United States. Any disputes shall be resolved in the courts of Oakland County, Michigan.
Privacy Policy
Last updated: November 2024
1. Information We Collect
Personal Information
When you rent a vehicle, we collect:
- Name, email address, phone number, and mailing address
- Driver’s license number, state, and expiration date
- Date of birth for age verification
- Payment card information (processed securely via Stripe)
- Booking preferences and rental history
Automatically Collected Information
- IP address and browser type
- Device information and operating system
- Pages visited and time spent on our website
- Referring website and search terms
2. How We Use Your Information
We use your information to:
- Process your rental reservations and payments
- Verify your identity and driver’s license eligibility
- Communicate booking confirmations, reminders, and updates
- Provide customer support and respond to inquiries
- Send promotional offers and loyalty program updates (with your consent)
- Improve our website and services
- Comply with legal obligations and prevent fraud
3. Information Sharing
We may share your information with:
- Payment Processors: Stripe processes payments securely. We do not store full credit card numbers.
- Identity Verification: We may use Stripe Identity or similar services to verify your driver’s license.
- Service Providers: Third-party vendors who assist with operations (email, analytics, customer support).
- Legal Requirements: Law enforcement or government agencies when required by law or to protect our rights.
- Business Transfers: In the event of a merger, sale, or acquisition, your information may be transferred.
We do not sell your personal information to third parties.
4. Data Security
We implement industry-standard security measures to protect your information, including:
- SSL/TLS encryption for all data transmission
- Secure servers and databases with access controls
- Regular security audits and updates
- PCI-DSS compliant payment processing
However, no method of transmission over the internet is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.
5. Cookies and Tracking
We use cookies and similar technologies to enhance your experience. You can control cookies through your browser settings, but disabling them may affect website functionality.
6. Your Rights
You have the right to:
- Access: Request a copy of your personal information
- Correction: Update inaccurate or incomplete information
- Deletion: Request deletion of your data (subject to legal retention requirements)
- Opt-out: Unsubscribe from marketing emails at any time
- Portability: Request your data in a machine-readable format
To exercise these rights, contact us at privacy@ontimecar.net or call (248) 555-0100.
7. Data Retention
We retain your information for as long as necessary to provide services and comply with legal obligations. Booking records are retained for 7 years for tax and legal purposes. Marketing preferences are retained until you opt-out.
8. Children’s Privacy
Our services are not intended for individuals under 18 years of age. We do not knowingly collect information from children. If we learn we have collected such information, we will promptly delete it.
9. Changes to Privacy Policy
We may update this privacy policy periodically. Changes will be posted on this page with the “Last updated” date. We encourage you to review this policy regularly.
10. Contact Us
For privacy-related questions or concerns:
Ontime Car Rental LLC
1234 Main Street, Troy, MI 48084
Email: privacy@ontimecar.net
Phone: (248) 555-0100
Cancellation & Refund Policy
Last updated: November 2024
1. Cancellation Policy
We understand that plans change. You may cancel your reservation through your online account or by contacting customer service. Refunds are calculated based on the time between cancellation and your scheduled pickup:
Refund Schedule
- 75%Cancellations made more than 72 hours before scheduled pickup
- 50%Cancellations made 48-72 hours before scheduled pickup
- 25%Cancellations made 24-48 hours before scheduled pickup
- 0%Cancellations made less than 24 hours before scheduled pickup (no refund)
2. How to Cancel
To cancel your reservation:
- Log into your account at ontimecar.net
- Go to “My Bookings” and select the reservation you wish to cancel
- Click “Cancel Booking” and confirm your cancellation
- You’ll receive an email confirmation with refund details
Alternatively, call customer service at (248) 555-0100 during business hours (Monday-Friday, 8am-6pm EST).
3. Refund Processing
3.1 Timeline: Approved refunds are processed within 5-7 business days. Depending on your financial institution, it may take an additional 3-5 business days for the credit to appear in your account.
3.2 Method: Refunds are issued to the original payment method used for booking. We cannot issue refunds to a different card or payment method.
3.3 Partial Refunds: The refundable amount excludes non-refundable fees, taxes, and airport facility charges where applicable. The refund percentage applies to the base rental and insurance costs only.
4. No-Show Policy
If you fail to pick up your vehicle at the scheduled time without prior cancellation, this is considered a “no-show.” No refunds are issued for no-shows. If you’re running late, please contact us immediately to modify your pickup time.
5. Early Returns
If you return your vehicle earlier than the scheduled return date, we do not provide refunds for unused rental days. However, you may extend your rental if needed (subject to vehicle availability and additional charges).
6. Modifications vs. Cancellations
Consider modifying instead of canceling! You can change your rental dates or vehicle selection through your account without cancellation penalties. If the new booking costs less, we’ll refund the difference. If it costs more, you’ll be charged the difference.
7. Force Majeure
In the event of circumstances beyond our control (natural disasters, government restrictions, public health emergencies), we may offer flexible cancellation or rescheduling options. Contact customer service for assistance in such situations.
8. Disputed Charges
If you believe you’ve been charged incorrectly, please contact customer service before disputing charges with your card issuer. We’re committed to resolving issues promptly and fairly. Chargebacks initiated without prior contact may affect your ability to rent with us in the future.
9. Special Circumstances
We understand that emergencies happen. If you need to cancel due to medical emergencies, family emergencies, or other extenuating circumstances, please contact our customer service team. While we cannot guarantee full refunds outside our standard policy, we’ll work with you to find a fair solution.
Rental Agreement
Standard terms for all vehicle rentals
Important: By accepting the vehicle at pickup, you acknowledge that you have read, understood, and agree to all terms of this rental agreement. A signed copy will be provided at pickup
Vehicle Rental Agreement Terms
1. Rental Period
The rental period begins at the pickup date and time specified in your reservation and ends at the return date and time. Extensions must be approved in advance through your online account or by calling customer service.
2. Authorized Drivers
Primary Driver: The person named in the reservation who presents their driver’s license and payment card at pickup.
Additional Drivers: May be added for $10/day per driver. All drivers must:
- Be present at vehicle pickup with physical driver’s license
- Meet age and license requirements (21+, 1+ year experience)
- Be listed on the rental agreement before operating the vehicle
WARNING: Allowing unauthorized drivers voids all insurance coverage and makes you fully liable for any damages.
3. Vehicle Condition & Inspection
At Pickup: Inspect the vehicle thoroughly before leaving the lot. Document any existing damage, scratches, or issues with our staff. Taking photos/videos is recommended.
At Return: We will inspect the vehicle for new damage, cleanliness, and fuel level. You are responsible for any damage that occurred during your rental period.
4. Prohibited Uses
The rental vehicle may NOT be used for:
- Racing, speed testing, or driving contests
- Operating while intoxicated or impaired
- Transporting illegal substances or contraband
- Towing or pushing other vehicles
- Off-road driving (unless specifically authorized for vehicle type)
- For-hire passenger or goods transportation
- Instruction or driving lessons
- Travel outside the United States without prior written approval
Violation of these restrictions may result in immediate termination of rental, forfeiture of insurance coverage, and additional charges.
5. Maintenance & Breakdowns
Your Responsibility: Check and maintain proper levels of engine oil, coolant, and windshield washer fluid. Ensure tires are properly inflated.
Mechanical Issues: If the vehicle experiences mechanical problems or warning lights, stop driving immediately and contact our 24/7 support line. Do not attempt repairs yourself.
Roadside Assistance: Included with Standard and Premium insurance. Basic insurance customers can add roadside assistance for $8/day.
6. Accidents & Damage Reporting
In the event of an accident, theft, or damage:
- Safety First: Ensure everyone’s safety and call 911 if there are injuries
- Contact Us: Call our 24/7 emergency line within 2 hours of the incident
- Police Report: Obtain a police report if damage exceeds $1,000 or if another party is involved
- Documentation: Take photos of all vehicles, damage, and the scene. Exchange information with other parties.
- Do Not Admit Fault: Provide facts to police and other parties, but do not admit responsibility
Failure to report accidents or damage may result in denial of insurance coverage and full liability for all costs.
7. Traffic Violations & Tolls
You are responsible for all traffic tickets, parking violations, tolls, and administrative fees incurred during the rental period. If we receive citations after your return, we will charge your card on file plus a $25 administrative fee per violation.
8. Return Requirements
On-Time Return: Vehicle must be returned by the date and time in your reservation. A 30-minute grace period is provided. Late returns incur charges:
- 30 minutes – 2 hours late: $20/hour
- More than 2 hours late: Full additional day charge
Fuel Policy: Return with a full tank or pay refueling charges ($6.50/gallon + $25 service fee)
Cleanliness: Return the vehicle in reasonably clean condition. Excessive dirt, stains, or odors may incur cleaning fees:
- Standard cleaning: $75
- Deep cleaning/detailing: $150-$300
- Smoke odor removal: $250
9. Personal Belongings
We are not responsible for personal items left in rental vehicles. While we make reasonable efforts to return lost items, we cannot guarantee their recovery. Check the vehicle thoroughly before returning.
10. Vehicle Swap or Replacement
If your reserved vehicle is unavailable at pickup (due to maintenance or unforeseen circumstances), we will provide a comparable or upgraded vehicle at no additional cost. If no suitable alternative is available, you may cancel with a full refund.
11. Agreement Termination
We reserve the right to terminate this agreement and repossess the vehicle without notice if:
- You violate any terms of this agreement
- The vehicle is used for illegal purposes
- You provide false information or fraudulent documents
- Payment is declined or chargebacks are initiated
- The vehicle is abandoned or not returned when due
You will be charged for all costs associated with repossession and you forfeit any refunds
Insurance & Fuel Policy
Insurance Coverage (REQUIRED)
⚠️ Insurance is MANDATORY on all rentals. You must select one of the following plans:
Basic Coverage
$15/day
✓ Collision Damage Waiver (CDW)
✓ Theft Protection
✓ Liability Coverage
• $1,000 Deductible
Standard Coverage
$25/day
✓ Everything in Basic
✓ 24/7 Roadside Assistanc
✓ Towing Coverage
✓ Windshield Protection
• $500 Deductible
Premium Coverage
$35/day
✓ Everything in Standard
✓ Premium Roadside Assistance
✓ Concierge Service
✓ Personal Effects Coverage
✓ $0 Deductible
Insurance Coverage Details
Collision Damage Waiver (CDW):
Covers damage to the rental vehicle in case of collision, regardless of fault. You’re responsible only for the deductible amount. Does not cover intentional damage, off-road use, or violations of rental terms.
Theft Protection:
Covers theft of the entire vehicle or its parts. Subject to deductible. You must file a police report within 24 hours. Does not cover theft of personal belongings inside the vehicle.
Liability Coverage:
Covers third-party bodily injury and property damage up to state-mandated minimums. Additional liability coverage available upon request.
Roadside Assistance (Standard & Premium):
Includes flat tire service, battery jump-start, lockout service, fuel delivery (you pay for fuel), and towing to nearest repair facility.
What Insurance Does NOT Cover
- Damage caused by driving under the influence
- Intentional damage or reckless driving
- Off-road driving or prohibited uses
- Damage from unauthorized drivers
- Interior damage (stains, burns, tears) – charged separately
- Loss of rental income if vehicle is out of service
- Personal belongings stolen from the vehicle
Fuel Policy
Full-to-Full Policy
All vehicles are provided with a full tank of fuel. You must return the vehicle with a full tank to avoid refueling charges.
Refueling Charges
If the vehicle is not returned with a full tank:
- Fuel Cost: $6.50 per gallon (current rate, subject to change)
- Service Fee: $25 refueling service charge
- Calculation: We measure fuel via vehicle gauge and tank capacity
💡 Money-Saving Tip: Refuel at a nearby gas station before returning. You'll save significantly compared to our refueling charges!
Fuel Type
The required fuel type is indicated on the fuel door and in your vehicle documentation. Using incorrect fuel type (e.g., diesel in a gasoline engine) may result in significant repair costs for which you will be liable.
Electric Vehicle (EV) Policy
Electric vehicles should be returned with at least 70% battery charge. If returned with less than 70%, a $50 recharging fee applies. We provide charging cables with all EV rentals.
Questions About Our Policies?
Our customer service team is here to help clarify any policy questions. We're committed to transparent, fair practices.
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Our Locations
- 248-519-7465
- support@ontimecar.net
- 100 W. Big Beaver Rd, Suite 200 #9607 Troy, MI 48084
- Mon-Sat: 8AM-8PM
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