FAQs

At the time of pick-up, if the vehicle’s interior or exterior is dirty and/or has an odor, report the issue text our KINTO customer support team at 629-20-KINTO or email us at support@kinto-us.com. 

Before returning the vehicle, ensure the vehicle is clean and in the same condition it was in at time of pick-up. Please check the entire vehicle, including the back seat and remove trash and debris from the vehicle. Leaving trash in the KINTO parking lot is prohibited. If you anticipate a problem with cleaning the vehicle, please contact KINTO ahead of time. You will be charged a cleaning fee if you return the vehicle in violation of this policy.

If there are cleaning emergencies that make the vehicle unusable, please contact KINTO immediately and we can help you handle the situation. If significant cleaning by a professional is required, you may be assessed a cleaning fee. In cases that involve the actions of a rideshare passenger, you may qualify for reimbursement from your on-demand service provider.

Smoking in a vehicle is strictly prohibited. You are responsible for ensuring that no one smokes in the vehicle while it is in your possession. If you return a vehicle that smells like smoke, you will be assessed a fee. 

Please review our Terms of Service for our complete list of fees.

If the vehicle is inoperable due to its cleanliness, please take pictures of the condition and email us at support@kinto-us.com or text us at (629) 20-KINTO. If the condition of the car warrants it, we will do our best to get you in a clean car. If we are not able to do so, you may have the car washed and reimbursed for up to $12. We will need you to send in an itemized receipt for an approved cleaning in order to be reimbursed. 

Simply use the “End Reservation” button in your app to complete your reservation. Please make sure that you’ve gathered your belongings and are outside of the vehicle with the windows up, doors closed and locked. As always, the vehicle should be returned clean, full tank of gas and at its home location.

Photos Required

You must take a photo of the fuel reading on the vehicle display showing the fuel as full as part of the vehicle return process. You will also be required to upload four photos of the exterior at various angles. The check-out process on your app will walk you through the steps. Your images must be clear. Otherwise, you could be at risk of being charged penalties.

Lock Vehicle

Please make sure that the vehicle is locked before leaving the vehicle. If the doors have not locked and your reservation has ended, be sure to text us at (629) 20-KINTO so that we can ensure that the vehicle is secured.

Not securing the vehicle properly, returning with less than a full tank and/or dirty can result in additional penalties.

Please review our Terms of Service for our complete list of fees.

If you have picked your KINTO rental and noticed there is someone’s personal property left from a previous reservation. Please take a photo of the item(s) and text us at (629) 20-KINTO; our agents will assist you with the appropriate action.

Drivers are responsible for fueling the car while in use and returning it to the level they started with. We will make every effort to ensure the vehicle is at full fuel/150-mile charge range (EV only) at the start of every reservation; however, if the car is not at full fuel level at the beginning of your reservation, please get in touch with customer support via text immediately at (629)20-KINTO with a photo of the current fuel level/range. 

• If you do not return the vehicle with a full fuel level or 150 miles range (EV only), we will charge you the following fees:
• Vehicle returned with less than a full tank of fuel but greater than 50% $70
• The vehicle returned with less than ½ tank of fuel $150
• Electric vehicles returned with less than 150 miles of range but greater than 100 miles of range $70
• Electric vehicle returned with less than 100 miles of range $150

There are no physical keys for KINTO cars, your KINTO app will be used instead.

When you start a reservation, a “Virtual Key” gets made on your phone through the KINTO app for that car during your reservation time. The virtual key allows you to “Unlock and Enable the Engine” and “Lock and Disable the Engine” using the app.

When you hit connect on the app, you are connecting to it via Bluetooth. You only need to be connected when unlocking or locking the vehicle. You do not need to be constantly connected to operate the vehicle. You will only need to re-establish a connection if you want to perform a Lock or Unlock.

Please note that being connected and using the Lock or Unlock features uses very little phone battery.

If you are going to be late returning your KINTO vehicle attempt, we recommend you attempt to extend your reservation through the KINTO app. Review this article for instructions on how to extend your reservation.

If you are unable to extend the reservation, you do have a grace period of 59 minutes. Once you are late by 60 minutes late return fee charges will be charged to your card on file. At the 60-minute mark you will be charged an initial late fee of $50 and $25 for the first hour late. For every hour late after that you will be charged $25, this will continue until you reach the maximum late fee of $100 (4 hours late). At that time additional penalties will be assessed, and the vehicle could be reported stolen and your KINTO account will be suspended. 

If you are more than 4 hours late, your account will be suspended, and additional fees could be incurred. 

Please do not park your personal vehicle at the KINTO parking lots. Your vehicle may be towed at your expense.  

We are not responsible for any loss or damage to personal property in the vehicle or at the KINTO location.

If you have left your belongings in the KINTO vehicle you rented, please report it immediately so we can try to locate them. We will do our best to recover the items, but we cannot guarantee retrieval.

To report and recover lost belongings, email us at support@kinto-us.com or text us at (629) 20-KINTO.

If the vehicle is not in its specified location, please text support immediately at (629) 20-KINTO to resolve the issue.  If needed, we can help you get into another vehicle.  While we do our best to accommodate you, we can’t guarantee that we will be able to get you into another vehicle at your scheduled start time.

EARLY

If you arrive at the lot before your scheduled start time and your vehicle is available, you will be able to start your reservation up to one hour early. You cannot edit your start time if you are within 24 hours of your reservation start time.  You will be charged for the time you use. Please note that we cannot guarantee vehicle availability before your reservation start time. 

LATE

If, for some reason, you are late to pick up your vehicle at the reserved time, text our customer support team at (629) 20-KINTO to let them know. We will charge you the same amount of your reservation total cost even if you are late to pick up the vehicle.

If you are having issues with the app and vehicle connecting, causing you to be unable to drive the car, here are some steps to get you back on the road. 

• Confirm your installed KINTO app is the latest version.
• Confirm your Bluetooth is on. For customers with iOS, Bluetooth must be on in the app and your phone settings.
• Refresh your KINTO app.
• Completely close the app and restart the KINTO app. 
• Delete, re-install, and log in to the KINTO app. 
• If you have completed the steps above and are still having issues, text us at (629) 20-KINTO, and one of our customer support agents can assist you.

All vehicles must be returned to the original location where the vehicle was picked up from. If you are unable to return the vehicle back to its home location where you picked the vehicle up from, please contact our customer support team via text at 629-20-KINTO. If the vehicle is abandoned or not returned to its original location, you will be charged penalties and potentially suspended from the KINTO program. 

If you are attempting to return your KINTO rental vehicle to its designated space but there is a vehicle blocking it, the lot is closed, or any other issues you may encounter. Please text us immediately at 629-20-KINTO so we can help you return the vehicle to a safe location. 

Once you’ve arrived at the vehicle, click the “Start” button in your KINTO app to activate your reservation. If you’re in a place with poor phone reception, you may need to move to activate your reservation, then return to the vehicle. The phone should automatically connect with the car if you are within 10 feet of it; otherwise, hit the “Connect” button to pair your phone again.

Once a connection is successful, you will see buttons in the KINTO app to lock and unlock the vehicle.

Troubleshooting

• If you are having issues unlocking your KINTO rental, first make sure that your Bluetooth connection on your phone is on. Your Bluetooth connection is required to connect your phone, the KINTO app, and the vehicle to operate the car.
• If you do not see a “Connect” or the “Lock” & “Unlock” buttons in the app, you have not yet started your reservation. Click “Start” to activate your reservation and connect to your vehicle. If you’re in a place with poor phone reception, you may need to move to activate your reservation, then return to the car.
• If the “Connect” or “Lock” & “Unlock” buttons are showing, and the vehicle is not responding to your button presses, please try getting closer to the car and trying again.

If you cannot access the vehicle, please text support immediately at (629) 20-KINTO.

Once your reservation is confirmed you may pick-up your KINTO reserved vehicle from the location up to one-hour earlier than the reservation start time. 

Prior to pick-up time review the article of the location you have selected to confirm where vehicles are located at the lot and any pertinent information regarding access the cars. Follow the location hours of operation, which vary by location. 

Once you arrive at pick-up you will not have an actual key or need to visit a reservation desk. Simply open your KINTO app and follow the app steps to begin your reservation. You will utilize the KINTO app to begin the reservation, unlock and start the vehicle. 

You will be asked to complete the pick-up process which includes confirming there is not any damage to the exterior and interior of the car, the car is clean and odor-free, the fuel gauge displays a full tank of gas or 150 miles of range for electric vehicles. If the vehicle does not meet these requirements, please contact our customer support immediately via text at (629) 20-KINTO.

You must return the vehicle to the same lot you pick-up the vehicle from and follow the hours of operation at the location. The vehicle must be returned with a full tank of fuel or 150 miles of range if it is an electric vehicle, clean without any trash or debris, interior or exterior damage, and odor-less. 

Upon returning the vehicle complete the KINTO app process by clicking the “End Reservation” button. Please make sure you have collected all of your personal belongings. Once you have exited the vehicle with the windows up, doors closed and locked you will be asked to take photos of the vehicle’s exterior and confirm that the vehicle return requirements have been completed. 

You must also lock the vehicle upon exit utilizing the KINTO app. If the doors have not locked and your reservation has ended, be sure to text us at (629) 20-KINTO so that we can ensure that the vehicle is secured.

If you do not complete these tasks, you will be responsible for additional fees. Please review our Terms of Service for our complete list of fees.