Arranging the key handover for a Key Handover car

For owners - contacting the borrower

We suggest you call or SMS the borrower at least 12 hours before the booking is due to start, or as soon as possible if the booking starts sooner than that. An easy arrangement to make is to meet the borrower at your car five minutes before the booking starts.

Here's a template SMS you can use. Just fill in the information in brackets with the relevant details.

Hi <Name>, thanks for booking my car! Let's meet at the car at <time> so I can give you the keys. You'll find the car at <address>. Thanks, <your name>.

If your arrangement for giving the borrower the keys is different to this, you can write your own template to use for each booking.

Meeting the borrower

When you meet the borrower:

• give them the car keys
• make an arrangement to meet after the booking so they can return the keys
• remind them they need to use the app – the borrower needs to use the app to upload photos of your car and enter the odometer at the start and end of the booking. This is really important so we can determine when any damage occurred and pay you for the correct distance.
• there's no need to check their licence or ID – we do this when they sign up

For borrowers

The owner should contact you to let you know where to meet and get the keys. If your booking is due to start within two hours and you haven't heard from the owner, you can contact them instead. You'll receive their mobile number by SMS and email when you first book your trip.

If you can't get in contact with the owner before your booking starts, don't go to the car. Cancel the trip instead and book another car. Let us know so that we can refund you the amount you pre-paid for the trip and compensate you for the inconvenience.