How can we help you?

How it Works

How do I start my trip?

Text us the approximate time of your trip, like “I’d like a car tomorrow from 10am-5pm”. The first time you book, also tell us your address so we know where to deliver your car. For each subsequent trip, we’ll assume that you want your car delivered to your home, unless you tell us otherwise. You can also send a booking request by using the form in your Upshift account.

How is Upshift different from other services?

Upshift is like owning a car, but better. You always have an identical, unbranded car that’s clean, gassed, and ready to go at your doorstep. We take care of all the headaches of owning a car, like parking, insurance, and maintenance.

Can I return an Upshift car to a different location than where it was delivered?

Yes! Our service area includes most of San Francisco’s most popular neighborhoods. Feel free to start your trip at home and have us pick it up at your favorite restaurant, where you’re meeting friends. You can also have your car delivered to your office and have us pick it up later at your home.

What’s the difference between the full service zone and the self service zone?

In the full service zone:

  • We offer both concierge and self service
  • Your car will arrive in as little as 30-45 minutes

In the self service zone:

  • We only offer self service pickup and drop-off
  • You must make your booking at least 24 hours before the start of your trip

How do I deal with parking?

We deliver your car to you and pick it up when you’re done. You’re responsible for parking while you have your vehicle.

What about gas?

Our Priuses get 54 combined MPG, which helps save your wallet and the planet. Don't bother filling up the tank at the end of your day: we'll refuel for you and charge you the price we paid at the pump, with no markup.

How do tolls work?

All of our cars have FasTrak. We’ll bill you for any FasTrak charges incurred during your trip.

To avoid paying twice for tolls, don’t pay cash when passing through a toll plaza with electronically tolled lanes—the plates on all of our cars are registered, so toll plazas may take a picture of your plates and bill the car even if you pay cash. (You also shouldn’t bring your own FasTrak transponder with you, for the same reason.)

How does insurance work?

Insurance is included in your membership, so you never have to worry about whether or not you’re covered. To become an Upshift member, you must be at least 21 years of age, hold a valid driver's license from your permanent state (or country) of residence, and have a clean driving record with two years of driving history. It’s important that you review the Insurance tab and Membership Agreement for more information on our insurance policy. You’re responsible for the car from the moment you take possession of it until the moment we take it back at the end of your booking.

Can I join Upshift with a driver’s license from another country?

Yes! We'll ask you to digitally sign an affidavit stating that you meet our driving record requirements and accept our membership agreement. You’ll also need a US cell phone number to communicate with us.

Who pays for tickets?

You’re responsible for any tickets, parking, or tolls incurred until we get the keys and car back from you. We assess a $10 administration fee for processing tickets.

Do you have GPS devices, snow chains, bike racks, surfboard racks, child seats, or ski racks?

  • Phone chargers (for both iOS and Android devices) and a universal phone mount come standard in all of our cars.
  • We have snow chains available for $25 per booking.
  • We don’t provide child seats, but all children that ride in the vehicle must wear a seat belt or federally approved child seat installed in accordance with applicable state law.
  • If the car is equipped with (or you install) a bicycle rack, snow chains, ski rack, trailer hitch, or child seat, you assume all risk of loss or damage to property resulting from your use of that device.
  • You can request a surfboard rack and key lockbox.
  • You can fit two bicycles or two surfboards in our cars with the seats folded down.

Can I take my dog? How about my gerbil?

Pets are allowed as long as they stay in a crate and you place a blanket under the crate, or they can be on a car seat cover in the back seat. We absolutely love animals, but some of our members are allergic! If we find pet hair in the car, we’ll bill you a $25 fee plus the cost of extra cleaning.

Booking

How far in advance do I need to make a booking?

We can get your car to you in roughly 30-45 minutes in the full service zone. In the self-service zone, we request 24 hours notice to be sure we can get you your car at the time you want it. You can also reserve your car up to 30 days in advance.

What if I need to change or cancel my trip?

Please give us one 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 to the wrong place or at the wrong time. Fees may apply for not following the guidelines outlined in our Fees schedule.

Can I take an Upshift car for a few hours?

Sure! You can take your car for any period of time, including short trips. Upshift gives you the flexibility to use your car exactly when you need it.

What counts as one day?

Any trip that lasts fewer than 24 hours counts as one day, even if it starts on one calendar day and ends on the next.

How far can I drive in a day?

As far as you want... just don’t leave the country!

How long can I reserve an Upshift car?

14 days is our maximum period. For multi-day trips, we apply multiple day credits. For example, a trip starting at 8am Tuesday and ending by 8pm Wednesday would count as 2 days.

Concierge Service

When can I receive and return my car?

Self service

Self service is very flexible: we park the car within two blocks of your address. Just text us when you want your car unlocked, any time between 6am – 10pm. You can then end your trip by parking it anywhere in our coverage zone whenever you want, 24/7. For early risers, we can also drop off your car the night before.

The most common choice among members is concierge delivery and self service return. We’ll bring the car to you, and pick it up wherever you leave it in our service area after you’re done.

Concierge service

For concierge service, 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 concierge service hours between 6-8am and 8-10pm for an additional $20 for each delivery or pickup. 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 in any legal spot (even at a meter) and we'll pick it up the next morning by 9am—there’s no need for you to meet your concierge.

Can I pick up or return my car outside of the 8am-8pm window?

Yes! Self service pickup between 6-8am or 8-10pm is free, and you can take advantage of self service return 24/7.

We offer extended concierge service hours between 6-8am and 8-10pm for an additional $20 for each delivery or pickup.

How much does delivery cost?

Nothing! It’s included in your subscription.

How does self service return work?

When you’re done with your trip, park the car anywhere in our service area when it can legally remain for one hour (or, if it’s after 8pm, until 9am the next day). Then lock the keys in the car, text us where you parked, and get on with your day. We’ll come pick up the car for you.

How does concierge return work? (8am – 8pm daily)

We offer concierge service between the hours of 8am-8pm daily. Just let us know where to meet you to pick up your car, and we’ll be there. Think valet parking where you never have to think about your car after it’s picked up.

If your return time or location changes during your trip, just give us one hour advance notice.

Membership

How do I become a member?

Sign up here. If you live outside of San Francisco or in a neighborhood where we don't operate, let us know where you’d like us to expand. Most sign-ups are processed instantly, but it may take a few hours to review your driving record before your very first booking.

How do membership plans work?

Get 2, 4, or 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 per day, depending on your plan. Cancellations less than 24 hours before the start of your trip will result in forfeiture of a day credit or the cost of the trip.

You can cancel your plan at any time, but all plans have a 3-month minimum commitment. During this 3-month period, you can’t downgrade your plan. If you do cancel your plan, unused credits are lost, and we don’t issue refunds for partial months. Unused days have no cash value and are non-refundable. Changes to plans will take effect at the next billing cycle.

How do I keep my membership active?

1. Be a member of Upshift in good standing.

2. Do not use the vehicle for a purpose prohibited by the Upshift Membership Agreement.

3. Drive in accordance with all highway and other applicable laws and regulations.

4. Have a valid driver's license (either US or foreign).

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 Membership 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 payment card?

We process your first month's payment on the day you set up your membership plan. Subsequent monthly payments are always processed on the same day of the month as your first payment—so if you sign up for Upshift on the 8th of the month, you’ll always be billed on the 8th.

Additional days are billed whenever you make a booking that exceeds the number of day credits in your account. We apply additional charges (like any gas we refuel, tolls, and fines) 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 car is dirty?

We guarantee that the vehicle will be clean when it’s delivered. If the car isn’t in satisfactory condition, let us know via text or phone, or you may be charged $25 plus the cost of cleaning when you return it.

Availability

What happens if a car isn’t available when I need it?

This rarely happens, but if it does, we’ll 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 a car I’ve reserved isn’t available?

We do our best to ensure that this never happens, but sometimes things happen that are beyond our control, like another 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’ll compensate you for a replacement vehicle and insurance with another service, as well as transportation to and from its location.

2. You may cancel your reservation with a 100% trip refund.

Return

What if I return late?

There’s no such thing as “late” when you’re an Upshift member. Use your car when and for as long as you need it—just give us a heads-up if your plans change to help us plan where and when cars are needed.

What if I return early?

No problem. Just give us one hour’s notice for concierge service, and we'll come pick up your car anywhere within our service area. You can also opt for self service, and simply text us where you parked your car to end your trip.

In either case, you’ll still be charged for the full duration of your initial trip reservation.

What if I don't return at all?

That would be… really strange? But just in case you’re thinking about it, here’s the legalese: 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 loss of use. 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 stinks for the next member who will drive your car. We’ll 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 may also revoke your Upshift membership.

Can I use an Upshift to drive for a rideshare service?

No. Our insurance doesn’t cover members using our vehicles to carry persons for hire in a ridesharing service.

Can I drive an Upshift car to Burning Man?

No. We love Burning Man and burners, but the Black Rock Desert would destroy our nice new Priuses. 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.

Roadside Assistance

What if I have a problem 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.