Eligo Cars - Policies

 

Defn Eligo | verb : use, experience, enjoy; short for sharing

We want your car-sharing experience to be perfect. We’ve worked hard to make it that way; from crafting policies that make sense to simplifying procedures; whether you’re an owner or a driver. Search by category or type a few key words into the search bar above.

For additional insights on car-sharing and tips on how to improve your Eligo experience, check out our blog. Downloadable files and other tools can be found in our Resources section.

RESERVATIONS

Cancellation policy

Owner Cancellation
Owners may cancel a Trip without penalty up to 24 hours prior to Trip start time. Should an Owner wish to cancel a Trip they must:

  1. Inform the renter immediately via Eligo messaging
  2. Inform Eligo and confirm cancellation via the Eligo Platform

All cancellations are effective immediately. Renters are refunded 100% for all Owner Cancellations.

Should an Owner cancel a Trip with less than 24 hours to start time, they will face a cancellation fee of $25 for 1st incident, $50 for 2nd incident and $75 for 3rd incident. Incremental fees will be applied to Owners who cancel Trips frequently. Successive Owner cancellations may also result in removal from the Eligo community.

Renter Cancellation
Renters may cancel Trips via the Eligo online platform. All refunds will be dependent upon the time of Trip cancellation and any additional fees associated with a Trip.

Currently the policy allows for no penalty under two scenarios:

    a) if the Renter cancels within 1 hour of the initial trip confirmation,

    b) more than 24 hours from the Date and Time of the Reserved Trip.

The Penalty Element is based upon a pro-rated average daily rate for the trip being cancelled.

"The Penalty Daily Rate" is calculated as follows:

Daily Vehicle Rate + Service Fee + Insurance Fee + any Extras + any Delivery Charges.

If the Trip is > 2 days, the Penalty is 100% of this or for a Trip of < 2 Days the Penalty is 50% of this. Plus any applicable taxes


All cancellations effective immediately.

Flight delays & Cancellations
If a Renter experiences a flight delay or Cancellation, they are required to contact the owner as soon as possible to alter their Trip details. All modifications to Trip start time must be made through the Eligo website, for ease of tracking.

Owners must do their best to accommodate all Trip modifications. If an Owner is unable to do so, the Trip must be cancelled. Documentation (screenshots, e-mails, etc.) of flight delays or cancellations must be presented to Eligo in the event a Trip is cancelled.

Eligo Cars reserves the right to cancel Trips at any time. Eligo reserves the right to cancel Trips without reason for the protection and safety of the community. Should Eligo need to cancel a Trip, both Owners and Renters will be contacted. Renters will not be charged, and Owners will not be entitled to lost earnings.

Cleaning Policy

Eligo operates on mutual respect. We expect Owners to provide Renters with a clean vehicle, and it return, Renters are required to return the vehicle in the same condition.

If a Renter is unhappy with the condition of a vehicle, they are to contact customer.service@eligocars.com immediately, and not begin the Trip.

Subsequently, returning the vehicle in subpar condition is unacceptable. Vehicles that are returned with odor, dirt, debris or damage are subject to cleaning charges.

To avoid confusion, Eligo urges both Owners and Renters to document a vehicle’s condition prior to, and post Trip. For more information on how to capture accurate images of a vehicle, please see the Eligo Photo Guide.

Cleaning Reimbursement

To be eligible for reimbursement, Owners must upload images (pre and post-Trip) within 24 hours of the Trip’s end. The images captured of the vehicle must be an accurate representation of the vehicle. They must be taken no more than 24 hours prior to Trip start and finish and must include a time stamp.

Level of Cleaning Required Description Fee
Cleaning not necessary Minimal garbage crumbs or dirt that can be wiped away. $0
Moderate cleaning If any surface of the vehicle (interior or exterior) is found in subpar condition. $50
Heavy cleaning Major marks/stains $100
Severe cleaning Cleaning that requires a full detail $150
Pet hair All removal of pet hair is subject to a $150 fee, regardless of consent. Note: service animals included. $150
Smoking/odour
Animal/odour
Removal of scent. $50
$150
Multiple issues As described above. One or more of the above fees may apply.

Late Return Policy

As Eligo is a peer-to-peer car sharing community, Eligo urges all members to abide by the golden rule! Please be sure to return your rented vehicle to the Owner on time and at the agreed upon location. We do realize that sometimes "life happens", so we allow Renters a 15-minute grace period before deeming a vehicle late.

Renters may request a Trip extension by contacting the Owner. If the Owner is unable to grant an extension, the Renter must return the vehicle as previously agreed upon.

Fees and penalties are charged hourly after the grace period expires. Substantially late vehicle returns may warrant additional fees.

If a Renter wishes to dispute a late return penalty, they must contact customer.service@eligocars.com within 24 hours of Trip completion. Renters must demonstrate proof of the time they returned the vehicle.

Provision Policy

$1000 provision is taken for every car rented in Eligo Platform. However, some of the Super Premium car owners may ask to take $5000 or $10,000. The provision amount will be charged to Driver's credit card, prior to trip start time.

Excess Mileage Policy

At the end of Physical Trip (End Checklist Submission and Agreement):
If there is excess Mileage as calculated by the [Odometer End Reading] – [Odometer Start Reading] (above that selected in Trip booking and agreed, including pro-rata mileage for less than full day parts to a Trip)
As per Eligo Policy- Fines& Fees:
Owner will be charged as Administration Fee associated with this excess mileage.
As the Owner you should raise a reimbursement claim for the excess mileage to cover this charge.

Additional Driver Policy

Primary Driver can register up to 3 additional drivers on the approved trip. If "Additional Driver" does not have an account on Eligo, they must create one and go through the DL verification process.
Only users with a verified DL are allowed to be an "Additional Driver" As per Eligo Policy- Fines& Fees: Driver will be charged for additional drivers.

Vehicle Delivery

Owners can offer delivery as an option with their vehicle, regardless of location. Should a Renter request a delivery to an airport, train station or other specific location; the Owner will be covered by Eligo insurance during the delivery period.

To ensure delivery, all bookings and payments must be made through the Eligo website. Eligo does not condone any bookings or dealings made outside of the Eligo Platform. This allows us to protect our users, as well as the integrity of our service. Should an issue arise with payment or otherwise, we are easily able to track communications, payments and identify any discrepancies. Any user who does not abide may face fines or have their membership suspended.

Office Hours

Office Hours (toll free 1 833 463-5446)
Monday – Friday: 8 am - 6 pm (EST)
Saturday/Sunday: 8 am - 4 pm (EST)

Eligo Support
Available 24 hours a day.

General Inquiries
info@eligogroup.com

CAR USE

Prohibited Uses

To drive an Eligo vehicle, drivers must complete the Eligo Approval process to become an "Eligo Approved Driver". Each driver must be insured, be in good driving standing and have submitted all their information to Eligo Eligo Approved Driver Eligibility. Should a renter allow an Eligo Approved driver to drive the vehicle, both drivers will be held liable, however, primary liability will remain with the driver who made the booking.

Non-adherence to the Eligo User guidelines may result in fines/fees, suspension or removal from the Eligo community. Engaging in prohibited uses may also result in limited liability or termination of coverage entirely. Renters may be held liable for any physical damage to a vehicle as a result of engaging in prohibited uses.

As with other policies, it is pertinent that all guests adhere to Eligo’s community policies. Our policies are set forth to protect the safety and integrity of our platform. Guests who do not adhere to this policy may be fined, or face user suspension/termination entirely from the Eligo community. Failure to adhere to these regulations will result in fines/fees, lower liability coverage, or termination from the Eligo community.

Prohibited uses:
  • Operating an Eligo vehicle without approval from the Owner and Eligo Cars.
  • Operating a manual vehicle without prior experience.
  • Accepting a tow/push from a non-authorised service or police vehicle.
  • Pushing or towing another vehicle.
  • Making aesthetic and/or mechanical changes to an Eligo Cars vehicle in any way.
  • Renters smoking in any Eligo Cars vehicle.
  • Improper fuelling, the Renter must abide by Owner designated fuel type.Leaving an Eligo vehicle unattended with the keys in the ignition Renters of Eligo vehicles must abide by all laws and regulations of their respective jurisdiction.

Eligo Cars vehicles may not be:
  • Operated outside of the US or Canada
  • Operated without a valid driver’s licence
  • Taken "off road"
  • Used for car racing
  • Loaded beyond capacity
  • Used to transport an animal without Owner consent
  • Used to transport dangerous/toxic materials
  • Used in a crime/illegal activity
Used to carry people or goods for fees/hire (including but not limited taxi services, food delivery or moving services etc.)

Operated while the driver is under the influence of: alcohol, any illegal substance or any drug or medication that may impact safe vehicle operation.

Smoking policy

Eligo is a community based on mutual respect; for this reason, smoking in any Eligo vehicle by Renters in strictly prohibited. Failure to abide by this regulation may result in penalties, additional cleaning fees, temporary suspension, or termination from Eligo.

The Eligo smoking policy pertains to any and all tobacco, marijuana/marijuana-related products. These include but are not limited to cigarettes, e-cigarettes, hand-held smoking devices, and vaporizers.

Any indication of smoking in an Eligo vehicle is taken very seriously. We expect all vehicles to be returned to their Owners in the condition they were delivered. Owners may contact Eligo Support if they suspect a Renter or their guest has smoked in their vehicle

Regardless of whether an Owner smokes in their personal vehicle, smoking by a Renter is NOT permitted.

Pet policy

Should a Renter wish to transport a pet or other animal in an Eligo Cars vehicle, they must obtain explicit consent from the Owner prior to the Eligo Trip.

No animal is allowed in any Eligo Cars vehicle without the Owner's consent.

Except for Service Animals, Owners may prohibit the transportation of pets and/or other animals in their vehicle. (See Eligo Cars Service Animal Policy).

Renters must notify the Owner of their intention to transport a pet or other animal and abide by the Owner’s decision or policy in the matter.

Special cleaning and/or damage costs, penalties and administration fees may be incurred as a result of the transportation of a pet or other animal.


Service Animal Policy

In general terms, it is permitted to transport a Service Animal in any Eligo Cars vehicle. Certain, rare exceptions may apply. For example, where an Owner can adequately prove a severe allergy or other medical issues related to exposure to animals, their dander, saliva or fur etc. which would cause discomfort or ill health, even after professional cleaning of the vehicle. Or, where the size of the animal would present safety issues or cause damage to the vehicle.

In the event an Owner is unable to accommodate a Service Animal, the Renter may contact Customer Service for assistance in procuring a Service Animal friendly vehicle.

Renters must notify the Owner that the animal they wish to transport is a Certified Service Animal.

Eligo Cars or the Owner may request proof of the animal’s status as a Service Animal.

Specific aspects of the Eligo Cars Cleaning and Damage Policy apply to the transportation of animals, including Service Animals.

Social Media Policy

Eligo Cars encourages Community Members to share their Eligo Cars Experiences on Social Media (IE Facebook, Twitter, Instagram) however they must respect the dignity, privacy and security of all other members of the Eligo Cars community.

  1. Social media posts must not show the Eligo Cars vehicle’s license plate number or specifically identify it in any way.
  2. Vehicles may be photographed in such a way that the license plate is not visible, or the license plate may be obscured in photo editing.
  3. Social media posts must not display recognizable details of a Community Member’s home or work location.
  4. Social media posts must not include any identifiable information related to other Community Members (including, but not limited to, last names, phone numbers etc.).
Social Media posts may not be;
  • defamatory
  • profane
  • vulgar
  • knowingly false
  • threatening
  • bullying
Social Media posts may not constitute a personal attack on any person or group of persons, including, but not limited to, those based upon:
  • sexual orientation
  • gender identity
  • religion
  • race
  • sex
  • country of origin
Eligo Cars monitors Social Media and will take steps to deactivate the Eligo Cars user account of any Community Member posting content or behaving in a manner contrary to our Social Media Policy. Such deactivations will be subject to all applicable penalties (such as those associated with cancellations) and Owners will not be compensated for future Trip cancellations or loss of revenue.

Extras Policy

As a Peer-to-Peer car share platform, we urge our Owners to provide their Drivers ‘Incentives’ or Extras that can also be included in the rental price of their vehicle. Extras may include additional services as post-trip vehicle cleaning or tools that make your vehicle more desirable. Owners should note that any physical extra provided are not covered under the Eligo Protection Plan.

Extras provided:
  • Must not violate any of Eligo’s Community Guidelines, Terms of Service, or Prohibited Uses
  • Extras must not be lewd in nature
  • Meet all Eligo safety requirements
  • Must not include private homes/condos/ apartments/cottages
  • Must not be a weapon or an illegal item
  • Must not be alcohol, drugs or other illegal substances

  • Eligo is in no way liable for the coverage of, or damage, caused but or to an extra. Any disputes regarding an extra must be settled between and Owner and a Driver outside of the Eligo Platform.


    FINES & FEES

    Penalties, Remedies and Administration Fees

    Policy/Business
    Area/Transgression
    Remedy Member Share Eligo Share Penalty Admin Fee
    Excess Mileage (Driver) As per set overage rate 100% 0% None $0.00
    Excess Mileage (Owner) Admin Fee Traditional/Premium $0.20/km
    Super Premium $0.30/km
    Additional Driver Admin Fee $10/day
    Late Return 75% 25% None $0.00
    Fuel Replacement Cost of Fuel 100% 0% None 5%
    Non MVA Infractions Cost of ticket, toll, late fees etc. 100% 0% None 5%
    Maintenance Policy
    First Offence Penalty plus deactivation and permanent removal at Eligo Cars discretion. 0% 100% $200.00 $0.00
    Second Offence 0% 100% $300.00 $0.00
    Third Offence 0% 100% $500.00 $0.00
    Grey Market Policy
    First Offence Penalty plus deactivation and permanent removal at Eligo Cars discretion. 0% 100% $200.00 $0.00
    Second Offence 0% 100% $300.00 $0.00
    Third Offence 0% 100% $500.00 $0.00
    No Show
    Eligoer Partial payment of trip cost 75% 25% Refer Policies $0.00
    Eligowner Full refund to Eligoer plus Fine 0% 100% Refer Policies $0.00
    Misrepresentation
    Vehicle Misrepresentation Penalties increase by 25% per incident. 0% 100% $250.00 $0.00
    Reimbursement Misrepresentation 0% 100% $250.00 $0.00
    Cleaning and Damage
    Moderate Cleaning Full Cost of Remedy 100% 0% As per receipt 5%
    Heavy Cleaning 100% 0% As per receipt 5%
    Special Cleaning - Pet hair 100% 0% As per receipt 5%
    Special Cleaning - Odor 100% 0% As per receipt 5%
    Special Cleaning - Smoking 100% 0% As per receipt 5%
    Damage, Interior or exterior 100% 0% As per receipt 5%
    Cancellations
    Either Party within one hour of trip confirmation and more than 24 hours notice No Penalties 0% 0 $0.00
    Eligoer: Less than 24 hours notice, trip lenght less than 2 days 50% of one day prorated trip 75% 25% 0 $0.00
    Eligoer: Less than 24 hours notice, trip lenght 2 days or more 100% of one day prorated trip 75% 25% 0 $0.00
    Eligowner: Less than 24hours notice 1st Incident, Full Refund to Eligoer 0% 100% $25.00 $0.00
    Eligowner: Less than 24 hours notice 2nd Incident, Full Refund to Eligoer 0% 100% $50.00 $0.00
    Eligowner: Less than 24 hours notice 3rd Incident, Full Refund to Eligoer 0% 100% $75.00 $0.00
    Disputes
    Party at fault Remedy judged by Eligo Cars 0% 100% $0.00 10%
    Against Eligo Cars (regardless of outcome) None 0% 0% $0.00 $0.00
    Escalations
    Instigated by any party None 0% 0% $0.00 $0.00
    Insurance Claims
    Managed by customer service Admin fee paid by both parties(total of 300.00) 0% 0% $0.00 $150.00
    Managed by Community Members None 0% 0% $0.00

    Gray Market Transactions Policy

    1. Eligo Cars defines Grey Market Transactions as any transaction, payment, request for any extras and/or services that take place outside of the Eligo Cars platform.
    2. The Eligo Community is built on a foundation of safety and security for all users. Use of the Eligo Cars Platform ensures safety and security for all parties.
    3. Transactions made outside of the Eligo Cars Platform may result in problems, including, but not limited to those related to:
      1. Pricing
      2. Vehicle Pick Ups and Drop Offs
      3. Trip Extensions
      4. Cleaning and Damage
      5. Tickets and Tolls
      6. Mileage
      7. Late Fees

    4. Grey Market transactions void all Eligo provided insurance coverage.
    5. Community Members involved in Grey Market Transactions are 100% financially liable for all aspects of associated Trips, including, but no limited to, revenue collection, damage repair, loss, vandalism, theft, cleaning, tolls, parking or speeding tickets.
    6. Likewise, Trips booked as Grey Market transactions are not eligible for Eligo Cars Roadside Assistance or Eligo Cars Customer Support, Reimbursements or Escalations
    7. Community Members participating in Grey Market activities put themselves at great financial risk.
    8. Community Members participating in Grey Market activities put their personal safety and security at great risk
    9. Community Member must report others participating in or proposing Grey Market Transactions to Eligo Cars to ensure the safety and security of all.


    TICKETS, TOLLS & TOWING

    Tickets, Tolls, Fines and Related Charges Policy

    1. Renters are expected to adhere to all local and national laws and bylaws with respect to the operation of a motorized vehicle. This includes, but is not limited to, parking, speed limits, tows, impounds, toll roads and bridges and/or any traffic law.
    2. All tolls, fines, parking tickets, moving violations and tow/impound charges etc., related to the operation of a motorized vehicle which occur while the vehicle is in the possession of the Renter, are the sole responsibility of the Renter, with the exception of any such that is related to the vehicle and/or its condition, including, but not limited to improperly tinted windows, a loud mufflers or an expired license plate.
    3. The Owner may allow the Renter to pick-up the vehicle from an impound lot.
    4. The Renter must notify the Owner of all outstanding tolls and of any tickets, charges or fines incurred, immediately upon return of the vehicle.
    5. Tolls, such as those for roads and bridges should be paid at the time of use.
    6. Tickets, impound fees, fines and other such charges must be paid within 24 hours of the vehicle’s return.
    7. Should the Renter not make such payments required and not inform the Owner of the incident and its related charge(s); the Owner may request reimbursement via Eligo Cars up to 90 days after the end of the Eligo Trip.
    8. Such charges that remain unpaid and/or undisclosed upon the return of the vehicle or later, will result in the Renter paying any late charges or fees, the ticket/toll/fine and Eligo Cars administration fees.
    9. Photo generated tickets or tolls or any other such ticket/fine/toll received at a later date by the Owner that the Renter could reasonably have been unaware of at the time it was incurred, may be recouped using the Reimbursement Tool or by direct contact between the two parties. Until they are notified of such infractions, Renters will not be liable for any late payment fees or penalties. (All direct contact must be documented by protect both parties in the event of a dispute).


    REVIEWS POLICY

    Eligo Reviews Policy

    1. Eligo Cars encourages Community Members to share their Eligo Cars Experiences via Eligo Reviews, however they must be mindful of the dignity, privacy and security of other members of the Eligo Cars Community.

    2. Eligo Cars reserves the right to remove any review(s) that contravenes this Policy.

    3. Repeated poor reviews may lead to penalties, administration fees and the removal of the vehicle, Owner or Driver from the Eligo Cars Platform.

    Removal of Reviews

    Eligo Cars may remove reviews that contravene Eligo Cars Review content standards or which are deemed to be inappropriate, inaccurate or unsafe.

    If a Community Member believes that a review should be removed from the platform, they may contact us at customer.service@eligocars.com Such removals are at the sole discretion of Eligo Cars and all decisions are final. Eligo Cars will not remove reviews that accurately and respectfully document bad experiences with Owners, Drivers, Eligo Cars or Eligo Cars Vehicles.

    Eligo Cars Review Content Standards

    All Eligo Cars reviews must respect the safety and security of all Community Members and as such may not:
    1. Display or disclose recognizable details of a Community Member’s home or work location.
    2. Include any identifiable information related to other community members (such as last names, phone numbers etc.) or their vehicle(s).
    Eligo Cars Reviews may not contain content, including, but not limited to, that which is;
    • defamatory
    • profane
    • vulgar
    • knowingly false or misleading
    Eligo Cars Reviews may not constitute an attack on any person or group of persons, including, but not limited to, those based upon:
    • sexual orientation
    • gender identity
    • religion
    • race
    • sex
    • country of origin

    Eligo Cars monitors Reviews and will take steps to deactivate the Eligo Cars user account of any Community Member posting content or behaving in a manner contrary to our Review Policy. Such deactivations will be subject to any and all applicable penalties (such as those associated with cancellations) and Owners will not be compensated for future Trip cancellations or loss of revenue