FAQs

At KINTO, we strive to provide a seamless and secure payment experience for our customers. To ensure a smooth transaction process, please see below on payment methods: 

Accepted Payment Methods:

• KINTO accepts payments via credit card and debit card 
• Please ensure that the name on the payment card matches the name on the KINTO customer account. 

Not Accepted:

• Prepaid cards are not accepted 

We appreciate your understanding and cooperation in adhering to this policy. If you have any questions or require further assistance, please feel free to reach out to our customer support team. 

At KINTO, we are committed to ensuring a safe and seamless experience for all our customers. To maintain the highest standards of safety and service quality, we would like to remind our customers regarding additional drivers. 

Policy Overview: Only the individual who rents the vehicle from KINTO is permitted to drive the vehicle during the reservation period. No additional drivers cannot be added at this time onto the reservation, this policy is in place to protect both the renter and KINTO, ensuring that everyone involved has the necessary coverage and protection. 

Unauthorized Drivers: Should an unauthorized driver operate a KINTO vehicle, several serious consequences will ensue: 

1. The renter’s KINTO insurance coverage will be revoked. 
2. The renting customers will assume full liability for any damages incurred. 
3. The renting customer may face suspension from KINTO services 

To avoid any issues, please ensure that only the individual who rents the vehicle drives it during the reservation period. 

Below is a list of approved delivery services when utilizing a KINTO vehicle:  

Postmates

Doordash

Instacart

Deliv

Amazon Flex

Caviar

Seamless

Amazon Fresh

Uber Eats

If you are interested in driving for a service that is not listed here, please reach out to us via email at support@kinto-us.com or via text at (629) 20-KINTO prior to making your reservation.

Uber is the only approved rideshare service that can be utilized when renting a car from KINTO. With Uber you will have a seamless experience once you connect your Uber driver profile to the KINTO app. You will not need to upload vehicle information, as it will update at each new reservation. 

If you are interested in driving for Lyft, KINTO cars do not support the registration process and our insurance cards cannot be customized to each customer. Unfortunately, you will be unable to drive for Lyft while in a KINTO car. 

Depending on availability, you may reserve your vehicle the same day you select one or book your rental one week in advance. If you are unable to locate a vehicle, we recommend expanding your location and book your car one week in advance. 

Cancellation:

If you cancel before your reservation time begins, you will receive a full refund

If you cancel after your reservation time has started, no refund will be issued.

Please note refund processing takes 3-5 business days depending on your financial institution’s processing.

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. 

Extending your reservation is easy and can all be done in the app. All you need to do is click the Edit Reservation button to start the process.

If you are interested in extending your reservation, we recommend doing so within the first 48 hours of starting your reservation. This will be the only way we can guarantee you can keep your car before we open it for other customers to reserve upon your return.

You may edit your reservation using the KINTO app with no penalty if you do so more than 24 hours before your scheduled start time.  

Within 24 hours of scheduled start time, you can only extend your reservation, you will be unable to edit it.  

Once you pay for your reservation you will receive an invoice and confirmation of your payment electronically via the KINTO mobile app. 

If you believe there is an error on your invoice, please notify KINTO via email immediately to billing@kinto-us.com. We will respond to your inquiry in a timely manner. 

If you think you may be late returning your KINTO vehicle, we recommend extending your reservation through the KINTO app. You can find instructions on how to do this in the app or by reviewing the relevant article here

Grace Period: You have a 59-minute grace period to return the vehicle without incurring any late fees.

Late Fees:

• 1. At 60 minutes late, you will be charged $20 (first hour, plus second hour)

  2. For each additional hour after that, another $10 will be charged.

  3. The total late fees will cap at $40, which covers up to 4 hours late.

Beyond 4 Hours Late:

• Additional penalties may apply.

• The vehicle could be reported as stolen.

• Your KINTO account will be suspended.

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

Driving for rideshare means the occasional messy customer. The good news is that Uber will typically reimburse you for cleaning if the incident is reported in a timely manner and photo evidence is provided.

When there are incidents that involve a rider making a mess or causes damage to your KINTO vehicle, you must report this issue to KINTO immediately and return the vehicle. This way we can clean the vehicle for the next customer and waive any early return fees. Failure to do so may result in additional fees and/or penalties. We also cannot guarantee that another vehicle will be available for you to reserve and drive, upon return.

Upon contacting us we will charge your account a $150 cleaning fee, and it is your responsibility to collect reimbursement from Uber. Be sure to send pictures to both Uber and KINTO and follow the Uber procedures for reimbursement. 

Due to allergies and sanitary concerns, pets with the exception of service animals are only allowed in locked pet carriers while in our vehicles. 

KINTO accepts credit cards and debit cards for reservation payment. We are unable to utilize your Uber or delivery services earnings as a payment option. 

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.

Smoking is not allowed in KINTO vehicles. The no smoking policy covers the use of, but is not limited to, any tobacco or tobacco-related products, marijuana or marijuana substitutes, e-cigarettes, or personal vaporizers.  

KINTO prohibits drivers and their passengers from smoking in any KINTO vehicle. Passengers may not smoke in any vehicle, even if they believe the host or a previous guest may have done so. 

If the vehicle is returned with evidence of smoking, such as a strong odor, ashes, etc. you will be charged the following fees:

Smoking/Odor
– $250

Professional detailing required (such as, but not limited to, smoke odor or stained interior) 
– Market price for cost of professional detailing

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

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. 

1. Confirm that your installed KINTO app is the latest version.
2. Confirm that your Bluetooth is on. For iOS users, the Bluetooth must be on in the app and your phone settings.
3. Refresh your KINTO app.
4. Completely close the app and restart the KINTO app. 
5. Delete, re-install, and log in to the KINTO app. 
6. If you have completed steps 1-5 and are still having issues, text us at (629) 20-KINTO, and one of our customer support agents can assist you.