FAQs

Once you report the damages and/or an accident to KINTO, we begin an investigation and file the appropriate claims with the insurance carriers involved. There is no specific timeframe for how long an investigation will take. The timeframe depends on the steps KINTO must take, claim process time, repairs or auction processes, customers’ response time, police report and involvement if applicable, involved parties’ insurer response time, and subrogation process if appropriate.

• If the damages are not severe, KINTO will send the vehicle to a collision repair facility for a repair estimate. If an insurer has accepted liability for the damages, we will work with that insurer to resolve the damages and claim. If another insurer has not accepted liability for the damages, we will move forward with repairs to the vehicle. Once repairs are complete and we have resolved the damages, but there is an insurer who has now accepted liability for those damages, we will send a subrogation package to that insurer requesting payment for those damages. Once KINTO receives compensation for damages, KINTO may refund the damage fee applied to your account.
• If the damage to the KINTO vehicle is severe, we will send the car to a salvage auction facility. If another carrier has accepted liability, we will work with that insurer to reach an agreed-upon settlement for that vehicle. Once we complete the claim process and KINTO has received payment for the car, we may refund the damage fee to your account.
• If the customer is found liable for damages, the damage fee will not be credited, and will be required to pay the $1,000 damage fee.

Once you are involved in an accident or damage claim, we will suspend your KINTO account, and you will be unable to rent a KINTO vehicle. Once the investigation is complete and the claim is closed, KINTO will review your reinstatement.

Reinstatement of your account is at KINTO’s sole discretion, and we will not reinstate your account if you fail to pay the amount due on your account, including the damage fee, you fail to cooperate with the investigation and/or violate the following restrictions:

• Smoking in KINTO vehicles
• Traveling with pets in the vehicle, except for service animals in locked pet carriers
• Driving by anyone who is not a valid KINTO customer in good standing.
• Driving for purposes other than personal transportation or on-demand work with approved rideshare, ride-hail, or delivery companies.
• Renting a KINTO car for any illegal purpose or in any unlawful manner
• Towing, pushing, or propelling any trailer or any other vehicle.
• Driving under the influence of any intoxicating substance
• Racing, testing, or competing in a KINTO vehicle.
• Driving in a careless, reckless, or negligent manner
• Obtaining the vehicle by fraud or misrepresentation
• Driving on unpaved roads
• Loading the vehicle beyond its rated capacity or with more passengers than the vehicle has seat belts.
• Driving outside of the United States

Starting August 19, 2024, TollTag usage at the DFW airport, Love Field airport, and event parking at venues in Texas in KINTO cars will no longer be active. If you plan to use a KINTO car for travel or parking at these locations, all customers in a KINTO car to enter the airport, and event centers through a Ticket-Only lane. Upon entering, the customer must obtain a ticket and pay parking fees when exiting. The TollTag in the vehicle will not work.

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% – $75
• The vehicle returned with less than ½ tank of fuel – $120
• Electric vehicles returned with less than 150 miles of range but greater than 100 miles of range – $75
• Electric vehicle returned with less than 100 miles of range – $120

Effective November 1, 2023, we limit a customer’s miles to 1,400 miles weekly with an overage fee of $0.25 per additional mile. KINTO will calculate the miles driven after your reservation ends.

Effective April 1, 2024, Electric Vehicles will have a mileage limit of 1,750 miles a week with an overage fee of $0.25 per additional mile. 

You must return the vehicle by the end of your reservation and constantly communicate with our customer support team to explain your situation. If you stop sharing with us or refuse to return the vehicle, we will consider the car stolen and take action to recover the vehicle. You will be responsible for fees associated with your activities, and we will suspend you from the KINTO program.

As an independent contractor, many of your business expenses when driving for Uber and delivery services, including KINTO, may be tax deductible. Please get in touch with a tax professional for more information and guidance. 

Los Angeles International Airport (LAX) has airport regulations for Uber drivers. The Uber vehicle decal (trade dress) must always be displayed on the front passage windshield and rear passenger windshield facing outwards. The unique airport placard must be displayed beneath the front trade dress.

KINTO vehicles do not have Uber vehicle decals (trade dress) installed, and LAX placards are assigned with the driver and vehicle information. If you are interested in rideshare rides at LAX, review Uber’s website for more details.

In Texas, toll tags are issued and installed in all KINTO vehicles.

In California, toll tags and responders are not equipped. You are responsible for: Paying tolls directly to the appropriate toll authority. Adding the rental vehicle’s license plate to your personal toll account, if needed. If KINTO received a toll violation, our third-party vendor will transfer liability to you. 

If you remove or damage the toll tag, you will be responsible for a $50 fee. 

If you receive a traffic citation while using a KINTO vehicle, you must pay it promptly. We will pay the amount due and the processing fee if we receive the citation. Your credit or debit card on file will be charged immediately for the citation. Please be aware that notification to KINTO is by mail, then processing is manual. We request your patience as you may not receive invoicing of the fine and fee up to 180 days after your reservation has completed. 

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.

When you reserve a KINTO vehicle, you will have the opportunity to select the model year grouping in the following vehicle categories:

Compact, Crossover, Luxury SUV, Luxury SUV Midsize, Midsize, Midsize Premium, Minivan, SUV, SUV Midsize, SUV Premium, Hybrid Compact, Hybrid Midsize, Hybrid SUV, Hybrid SUV Midsize, or Electric Vehicle (EV models require access approval).

Vehicle categories vary by location and availability. We cannot accept vehicle preference requests, including specific models within each category, color, or trim level.