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How it Works
How does the trip get started?
Text us the start and end time and location(s) of your trip. For instance, “Tue 10-5”. Our system defaults to your home location unless you text us otherwise. You can also enter your booking request in the form in your online account.

How is Upshift different from other services?
Upshift is like owning a car, but better. You always have an identical unbranded car, clean, gassed and ready to go, at your doorstep whenever you need it. We guarantee it. We take car of all the headaches like parking, insurance, and maintenance.

Can I return an Upshift in a different location from where it was delivered?
Yes! Please see the delivery zone on the main home page for the areas where we operate, which includes most of the core neighborhoods of San Francisco.

Where is the service available?
We are currently available in most core neighborhoods in San Francisco (see map on the home page) but we plan to expand to other neighborhoods and cities soon. Let us know if you want us to come to your neck of the woods!

How do I deal with parking?
We deliver the car to you and pick it up when you are done. You are responsible for parking when you have possession of the vehicle.

What about gas?
Our Priuses get 54 MPG, saving you money! Don't bother going to the gas station when you return, we'll refill the tank for you and charge you the pump price with no additional charge.

How do tolls work?
We have FasTrak in all our vehicles. We will bill you for any FasTrak charges incurred during your trip. To avoid paying twice, do not pay cash when passing through a toll plaza with electronically tolled lanes. We do not bill any additional fee for this service.

How does insurance work?
Insurance is included in our membership so you never have to worry if you are covered. We require that you are at least 21 years of age, hold a valid driver's license from your permanent state of residence and have a clean driving record. It is important that you review the Insurance tab and Membership Agreement for more information on our insurance policy. You are responsible for the car from the moment you take possession of the car until the moment we take possession of the vehicle at the end of your booking.

Who pays for tickets?
You are responsible for any tickets, parking or tolls incurred until we get the keys and car back from you. We assess a $25 administration fee for processing tickets.

Do you have GPS devices, snow chains, bike racks, surf board racks, child seats, or ski racks?
Phone chargers (both iOS and Android) come standard with all our cars. We have snow chains available for $25 per booking of any duration. We do not provide child seats but all children that ride in the vehicle must be in a seat belt or federally approved child seat installed in accordance with applicable state law. If the vehicle is equipped with or you install a bicycle rack, snow chains, ski rack, trailer hitch, or child seat, you assume all risk for loss or damage to property resulting from your use of it. You can request a surf board rack and key lockbox. You can also fit two bicycles or two surfboards in the car with the seats folded down.



Booking
How far in advance do I need to make a booking?
We need a minimum of 1 hour advance notice or you can make a booking up to a maximum of 30 days in advance.

What if I need to change or cancel my trip?
Please give us 1 hour advance notice for any changes to your trip, and 24 hours advance notice for cancellations. Please respect our hard-working concierges and don't send them on any wild goose chases by asking them to go to the wrong place or at the wrong time. Fees may apply for not following these guidelines as outlined in our Fees schedule.

Can I take an Upshift for a few hours?
Sure! You can take a car for any period of time, but any trip less than 24 hours will still count as a day of credit.

How far can I drive in a day?
As far as you like, just don’t go to Mexico or Canada!

What policies apply during holidays?
Only members whose accounts have been active for 3 months preceding a holiday are allowed to book during holidays. We count holidays from the Friday before a holiday until either the Sunday after the holiday or the holiday day itself, whichever is later. We count the following holiday weekends: New Year's Day, Martin Luther King, Jr. Day, Presidents' Day, Valentine's Day, Easter, Memorial Day, Independence Day, Labor Day, Columbus Day, Thanksgiving, Veteran's Day, and Christmas. The period between Christmas and New Year's and Thursday through Sunday of Thanksgiving week are also considered holidays.

How long can I reserve an Upshift?
30 days is our maximum rental period. For multi-day trips we just apply multiple day credits. For example, a trip starting at 8am Tuesday returning by 8pm Wednesday would be 2 days.



Concierge Service
What are your hours of operation?
Booking periods can start on the hour, or 15, 30 or 45 minutes past the hour between the hours of 8am – 8pm every day. We offer extended hours between 6-8am and 8-10pm for an additional $20 for each delivery during our extended hour service periods. Requests made after regular business hours will be responded to the next business day. Please book by 7pm for trips before 9am the next day. For early starts, we can deliver the night before. For late night returns, park on the street and we'll pick it up the next morning with no need to meet your concierge.

How much does delivery cost?
Nothing!

How does concierge return work? (8am–8pm daily)
We offer concierge service between the hours of 8am-8pm daily. We pick up your vehicle at the time and location you have indicated in your booking. If you need to extend your trip, please let us know at least one hour before the scheduled end time of your trip. If you are planning to return early, please notify us of the new time and/or location one hour before you plan to return. We will meet you when you arrive at your return location between 8am–8pm so you don't have to circle or pay for parking! For early morning deliveries before 9 am, notify us by 7 pm the night before.



Membership
How do I become a member?
You can sign up at https://go.upshiftcars.com/users/sign_up If you live in a city or neighborhood where we don't operate, sign up anyway as we'll roll out in new areas based on demand, so get your friends onboard! Please note that it is usually instantaneous but it can take up to few hours or longer to review your driving record the first time you make a booking.

How do membership plans work?
Get 2-8 days per month of credits with unlimited rollover of unused days. You can book up to 30 days in advance with no extra cost for holidays or weekends. Additional days over your credit are $79-99, depending on your plan. Cancelations less than 24 hours before the start of your trip will result in forfeiture of credit or cost of trip. You can cancel your plan at any time. All plans have a 3 month minimum commitment. If you cancel your plan, unused credits are lost. No refunds for partial months. Unused days have no cash value and are non-refundable. You can change your plan at any time. It will take effect at the next billing cycle.

How do I retain my membership?
1. Be a member of Upshift in good standing 2. Do not use the vehicle for a purpose prohibited by the Upshift Member Agreement 3. Drive in accordance with all highway and other applicable laws and regulations 4. Have a valid driver's license 5. Report to us any moving violation that you have incurred since becoming a member 6. Continue to meet the Driving Record Requirements in the Upshift Member Agreement 7. Never drive under the influence of alcohol or drugs that may adversely affect your ability to operate the vehicle, or do anything that would impair your ability to use the vehicle.



Payments
When does Upshift charge my card?
We process your first month's payment and first FlexPass (if applicable) when you make your first booking. Monthly payments are processed one month from your first payment. New FlexPasses for 5 additional days are renewed per request. Additional days are billed when you make a booking that requires an additional day. We apply additional charges (e.g., any gas we refuel, tolls, fines, etc.) at the end of your trip.

What methods of payment do you accept?
Upshift only accepts major credit cards backed by Visa, Mastercard, American Express and Discover. Upshift does not accept debit cards, cash, check, PayPal, or Venmo as forms of payment. The credit card must be in the same name as the driver or the membership will be denied.



Cleanliness
What if my Upshift is dirty?
No one likes a dirty ride! We guarantee the vehicle is clean when it is delivered. If the vehicle is not in satisfactory condition, you must report this to us via phone or through the app, or you may be charged $25 plus the cost of cleaning when you return it.



Availability
What happens if an Upshift is not available when I need it?
This rarely happens. But if it does, we will help you find an alternative and compensate you for it. We guarantee you will always get to where you need to go!

What happens if an Upshift I have reserved is not available?
We do our best to ensure this never happens, but sometimes things happen that are beyond our control like a member 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 will compensate you for a replacement vehicle and insurance with another service as well as transportation to and from its location up to the rate of your booking. 2. You may cancel your reservation with a 100% trip refund.



Return
What if I return late?
We hate late fees. That’s why we don't have any. But we also hate to tell the next member who has booked a vehicle that there is no car available. Traffic is unpredictable so we extend a one hour grace period before charging for an extra day. If you know you will be running late, please let us know at least an hour before the end of your return time window so we can make any adjustments or arrangements as necessary. If your extension is made an hour before the end of your booking and the extension does not enter into a new 24 hour period (eg, if you have the car for 10 hours and need it for another hour), there is no additional charge. Please see our Fees page for details.

What if I return early?
No problem, as long as you give us an hour head's up, we'll come pick up the car anywhere within our delivery zone. You will still be charged for the full duration of your initial trip reservation though.

What if I don't return at all?
That would be totally uncool. But just in case you are contemplating such a terrible idea, our lawyers made us write this: if you do not return the vehicle when required by your reservation, we may report it to the police as a stolen vehicle and, at your expense, recover the vehicle where and when it is found and may also assess fees for lost rental time. To the extent permitted by law, you waive any right to a hearing or to receive notice or legal process as a pre-condition for Upshift recovering the vehicle.



What Not to Do with Upshift Vehicles
Can I smoke in an Upshift?
Absolutely not. Not even smoking out the window. Smoke smell lingers and is very hard to get out, which isn't so nice for the next person! We will 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. We also reserve the right to revoke your membership.

Can I take my dog? How about my gerbil?
We definitely want you to take your pet pot-bellied pig to the park! Pets are allowed as long as they stay in a crate and you put blanket under the crate. We absolutely love animals, but some of our members are allergic! There is a $25 fee plus the cost of cleaning for removing pet hair.

Can I use an Upshift to drive for a rideshare service?
No. Our insurance does not cover our members using our vehicles to carry persons for hire in a ridesharing service.

Can I take an Upshift to drive to Burning Man?
No. We absolutely love Burning Man and burners but the Black Rock Desert will destroy our nice new Priuses and then none of our other members would get to use them, which would make us all feel sad. Please find a ride that doesn't mind playing in the sand with you! We reserve the right to assess penalties and excess cleaning charges if you go to Burning Man in one of our vehicles. Please refer the fees page.



Roadside Assistance
What if if I have any issues during my booking?
If you have any urgent need during your booking, text or call us at 415-319-8774 immediately. We provide roadside assistance 24 hours a day, 7 days a week.