Frequently Asked Questions
Last updated: May 10, 2023
Plan & Terms
What’s included in my car subscription plan?
We’ve included everything you need to drive with peace of mind today.
In addition to your car, you get:
- 2,000 kms to use each month to start
- Comprehensive auto insurance
- Routine maintenance like oil changes and break repairs
- Roadside assistance
- Dedicated support to help you when you need it
Roam makes getting a car hassle free!
What plans do you offer?
We currently offer monthly and three-month terms. Our Tesla vehicles have an additional weekly option.
You can see all your options upfront on the vehicle selection page.
Can I cancel my subscription and return my car whenever I want?
Early cancellation on Monthly and Weekly Plans
The minimum commitment on a monthly plan is 30 days. Returning within your first 30 days will subject you to the early cancellation re-stocking fee of $849.
After 30 days you can cancel your subscription at any time given you have provided 10 days notice (see here for scheduling return).
You will not be refunded for the days unused no matter when you decide to return your vehicle so it is recommended to book your return as close to your renewal date as possible to get the most value from your subscription!
Early cancellation on 3-month plans
If you are in a term length of 3 months or more, there is an early cancellation fee of $849 if you cancel your subscription prior to the completion of your 3rd month. If you are in your 3rd month and you are looking to return prior to the completion of your final month, please message us directly to help facilitate your return!
Can I change my plan term from a monthly term to 3-month term?
Definitely! If you decide to stay longer with your Roam vehicle, simply just let us know by contacting support before your next renewal and we'll get you set up and renewed for 3 months.
Can I extend my subscription if I want to keep the car for longer?
Yes, you can extend your subscription. Once you let us know about your intention to extend, you simply keep the car until you don’t need it anymore. Your subscription will renew every 30 days until notice is provided, and the vehicle is returned.
If you are on a 3-month plan, you will be renewed for 3 more months, so keep that in mind if you choose to return! For example, if you are finishing a 3-month term and only need it for 2 more months, feel free to let support know to switch you to the monthly to avoid any early cancellation fees.
Can other people drive my Roam Vehicle?
Every driver needs to be placed under your subscription for insurance purposes.
You can add up to 5 drivers to your subscription! Each driver is an additional $75 to your subscription.
Each driver must be approved via the Roam driver approval process. Simply have your additional drivers sign up the same way the primary driver did and then let us know that they are an additional driver.
Can I add more mileage to my subscription?
Customize your mileage package based on your driving habits.
You can increase your mileage for a total of 3000km each month. We offer:
- An additional 500km, for a total of 2500km per month ($75 to $150)
- An additional 1000km, for a total of 3000km per month ($150 to $200)
The price depends on the vehicle please view your vehicle page for the exact prices. Feel free to let one of our team members know when you would like to add your mileage and will be added to your monthly subscription charge!
⚠️ Additional kilometers beyond your mileage package will cost you $1 per kilometer.
How do I know how much mileage I used?
We recommend keeping note of your mileage at the start of your subscription, however we do keep note of it! Feel free to contact our support team and we will let you know!
Can we use our vehicles for ride-sharing or food delivery?
We are currently running a Tesla for Uber program! Please check our Uber & Ridesharing section for more details.
Otherwise, we do not allow customers to use their vehicles for commercial purposes like ride sharing, package or food delivery. Doing so against our policy will result in the immediate termination of your agreement.
How will swapping my vehicle work?
What's great about Roam is our flexibility in your vehicle choice! Please get started with checking out what's available for a swap by clicking this link here!
Please ensure that you select an available vehicle listed on that page, as selecting another vehicle will not guarantee you of a swap!
Any honoured pricing will not carry over to your new vehicle. For more details fill out the form and then a Roam support member will be in touch to discuss details of your swap!
- Monthly term: Your swap charge is waived
- 3 month term or longer: You are subject for a $250 swap charge
Vehicle
How much is a monthly subscription?
Your monthly car subscription payment is dependent on 3 factors:
- The car you choose: Choosing a more expensive car will increase your monthly payment.
- The length of your term: Committing to a longer term plan results in a higher discount which will decrease your monthly payment.
- The mileage package you choose: Every car subscription comes with 2,000 kms included. Choosing a higher mileage package will increase the price of your subscription.
What does my monthly subscription give me?
Your monthly car subscription payment includes:
- Your vehicle of choice
- Mandatory premium auto insurance
- minimum of 2000km per month
- routine maintenance and roadside assistance
Check out the "Managing My Subcription" section to see more add-ons to get the most out of your Roam vehicle experience!
What kind of gas does my car take?
On the inside of your gas door there will be a sticker, or an indicator on your gas cap for what fuel is recommended for your vehicle.
Is there a spare tire in my car?
Most vehicles come with a spare tire, however all subscriptions with Roam are covered under roadside assistance.
All of our vehicles are covered by roadside assistance so you don't have to worry about changing a tire yourself. If you find yourself in a circumstance where you have a flat tire or need a tow, please refer to our roadside assistance numbers above.
You can refer to the appropriate roadside assistance number and they will provide any services that require tire changing, repair, or tow.
What kind of tires are on my vehicle?
At Roam we ensure that we only use recommended tires from the factory and OEM, to ensure the safest and smoothest driving experience possible.
Can I add Winter tires?
Vehicles come equipped with all season tires to handle Canadian Winters.
No matter the case, our goal is to make sure you’re comfortable and feel safe in your vehicle. If you would like to drive with winter tires on your vehicle contact our Support team and we can make the necessary arrangements. To be eligible for winter tires you will need to:
- Be a in a 3 month subscription or longer
- Pay an additional $150 per month until the tires are removed (this charge will be reflected on your subscription until the tires are no longer on your vehicle, your original subscription fee will return to normal afterwards)
Please note there is a monthly charge for each vehicle to equip them with winter tires.
Will the gas tank be filled?
We try to hand over the vehicle with a full tank. Given that we drive vehicles to customers, sometimes they arrive with a tank that is less than full.
Please note the level of the tank and try to return the vehicle at or above that level. We charge customers to refill the tank if the car is returned with a tank at a level lower than as it was received.
Account
What can I find in my Account?
You will find everything you need with your Roam experience. Here's what you'll find:
- Promotions like a quick link to our referral program
- Your current subscription plan
- Important documents like your Insurance slip, vehicle information, and your agreement
- Important resources (support line, vehicle inventory)
- Your referral code and history
- Personal information (i.e. address, password)
- Payment methods
How do I change information on my account?
All your information will be under the "Profile" tab, including your name, verified phone number, and verified email. These fields cannot be changed on your end, if there is a typo in your name let us know and we can fix it for you.
You can change your:
- Address
- Payment method
- Password
If you do change anything, make sure you click save!
Why Do I Need to Verify My Account?
When you complete your account verification you get access to your Roam Dashboard, which grants you access to:
- All available, and soon to be available Roam vehicles
- Your insurance documents & vehicle information
- Ability to manage your payments, see invoices, & update your credit card
- Schedule your vehicle pickup, and return, or valet service
- Manage your details and subscription
Verifying your account will help create an ease of mind that only you can access the important information.
My verification code is not working
It's likely that you have been sent 2 unique verification codes.
The first code is to verify your phone number (sent via SMS).
The second code (sent to your email) is to verify your email.
Please ensure you are using the correct verification code for each both verification steps.
You might have also requested the code too many times. Sometimes it takes a while for the verification code to send. Please note that everytime you request the code it resets, so if you requested the code 5 times, you have to wait for the 5th code to input!
Phone Verification troubleshooting:
- You will be prompted to enter the 4-digit verification code that is texted to your phone number via SMS.
- Check your phone for the text message, and re-open your browser to the phone verification screen.
- Enter the 4-digit code to proceed to the email verification.
- If you're using a phone number that can't receive text messages, you can change your number before proceeding
- If you used an international phone number you will not receive the code, please use a Canadian phone number.
Email Verification troubleshooting:
- If you are waiting for an email verification, please check your spam or another promotion folder!
If you are still having trouble, please clear your cache or cookies or updating your browser.
I entered the wrong phone number or email
You can edit or change both your phone number and your email address during the verification process.
I have an international phone number, will that work?
You will need a Canadian phone number with a regular area code in order to sign up for your roam account. Canadian phone numbers are 10 digits, and should look similar to this (647-123-1234).
Getting Started
What is the process to get a car?
Here are the steps, from sign up to car in your driveway:
- Create an account and book your vehicle online
- The Roam team will process your background check and approve your application.
- Once approved, you’ll set up your payments, pay your refundable security deposit and subscription activation fee.
- Schedule your pickup or delivery date and sign your subscription agreement
- Get your car!
Roam makes getting a car simple and convenient. Everything can be done online and our support team is standing by to help if you need it.
How long does it take to sign up and get a car?
It takes 5 minutes from selecting your vehicle to submitting your subscription.
Here are your steps:
- Select your vehicle
- Create an account (if you are not already logged in)
- Upload your Driver's license
- Answer our short pre-qualification questions
We'll take it from there! It can take up to 1-2 business days to get everything prepared and process your subscription. We do our best to get you approved as quickly as we can.
We'll notify you of any updates or documentation needed for insurance! Once you’re approved, our team will notify you to coordinate the pickup or delivery of your vehicle!
Can I come in to see a vehicle?
No. All of our vehicles sit off site and we only have pre-reserved vehicles in our garage.
We would need your subscription submitted and finalized before you can come to our location and pickup a vehicle. This is a requirement for security purposes! We are happy to assist you with photos of the vehicle before you come pick it up!
Why does it take a couple business days to be approved?
The 'approval process', also referred to as 'insurance registration', is the process that our team takes care of to get you eligible to drive any vehicle on our platform.
Traditionally, applying and registering for insurance can be a time intensive process, however with Roam, our team takes care of that for you! Within 3 business days, you'll be all setup to begin driving your vehicle subscription.
With your one submission, we take care of the administration to get you eligible to drive your vehicle of choice, as well as over 180+ other models in our fleet! Compared to the traditional insurance or rental car process, you save time upfront with our best pre-negotiated rate, right from the start.
Does verifying my identity affect my credit score?
Your credit score is never affected with Roam. We don't pull any soft or hard credit pulls, so you will not have to worry about your vehicle subscription being affected.
Uploading your license and completing the account verification process does not impact you in the slightest.
Why don't rental car companies ask for my info up front?
Compared to a traditional rental car company, Roam asks for you to verify your account & identity up-front because it takes up to 3 business days to get you approved on the car you might select.
We offer a completely digital concierge and check-out experience, meaning the work is already done from the start. No lineups, no waiting, not disappointing experiences.
Why don't dealerships verify my identity?
They do! Dealerships will commonly ask for your government issued Driver's License before any test drive.
This is standard procedure, however it's also not the last time they will ask for it. Normally it is stored on a photocopier, or in a paper file in someone's desk until the end of time.
Then when it comes time to purchase a car, they will ask for a copy of your license again - makes you wonder - right?
With Roam, when you complete your account verification once, your account goes through an industry leading security check to ensure your records are safe, and you're ready to drive any vehicle within our fleet.
My Driver's License won't upload.
It is likely that the upload did go through, however it was declined in our system. Unfortunately, at the moment we can only accept an Ontario G licence for our vehicles. Check out our Driver requirements!
If you're trying to upload your Ontario G license but you are also having this issue, you might be submitting your license incorrectly. The first picture asks for the front of the license. The second picture asks for the back of the license. The final photo might ask for a selfie verification. Feel free to reach our support team for more assistance!
Am I committing to a car if I verify my identity?
You are not locked to a particular vehicle, plan, or term when you verify your identity.
The reason we ask for this information up front is so that we can save you time later on! Our team will never finalize your subscription request without you giving the final sign-off! We're just here to get you on the road as soon as possible!
Can I have my car delivered to me?
There is a fee for our one-way valet delivery, and it’s dependent on how far you are from our location in Etobicoke.
- 5 km away or less = $50
- 5 to 25 km = $100
- 25 to 50 km = $150
If you live farther than 50km from our office, you will have to come pick up your car from our location.
What happens if the car I want isn’t available?
When the vehicle you want isn’t available, our team will contact you and provide you with comparable options.
How far out can I reserve a vehicle?
Due to the high demand of our service and the popularity of some models, you may reserve a vehicle up to 3 days before your requested pickup date.
What can I expect when I pick up the vehicle / the vehicle is delivered to me?
Our team ensures your vehicle is in the best condition possible when you receive the vehicle! Upon arrival, they will give you a quick walk around the vehicle with full transparency and ensure you are comfortable with the new vehicle.
Your subscription starts on that day and you will be charged the discussed monthly fee.
Insurance & Coverage
Does Roam provide insurance with my car?
Yes, each Roam car comes with comprehensive auto insurance included.
The Roam insurance policy
Roam provides “all perils” insurance for Roam customers. This insurance is similar to the comprehensive plan a customer would purchase for themselves if they were buying auto insurance on their own.
Deductible
The deductible on our insurance plan is $2,500, which means that the customer will have to pay $2,500 in the case of a claim. For our more expensive vehicles, the deductible is $5,000.
Can I purchase additional coverage? What is RoamCare?
If you are planning for a 3-month plan, you are eligible for your extended RoamCare program!
For as low as an additional $50/month, you can get up to $1000 in incident coverage. Read more about Roam Care by clicking this link here.
Get in touch with the Roam Support team within 24 hours to ensure you receive your coverage!
Can I opt out of Roam's insurance since my credit card covers rental cars?
No. The fine print of most credit cards states that they do not cover rentals beyond a few days.
Furthermore, our insurance is a blanket policy that covers all vehicles so we cannot remove individual vehicles.
What happens if my car gets damaged?
We include comprehensive auto insurance in every Roam plan to protect you against major damages. There is an insurance deductible of that you will pay in the event of a claim. You can read more about our Insurance and Damage policies here!
Roam’s transparent, profit-free damage pricing process
In the event that your vehicle has been damaged, we will provide you a competitive price to have the damages repaired. To provide you with the best price possible, we have made it a policy to not profit from the repair work. We simply pass the cost onto you so you can rest assured that you’re getting a good price.
We handle the repairs
In the event there is major damage to your vehicle, we will work with our service partners to get the repairs done and get you back in your vehicle as quickly as possible.
Will my credit card insurance cover any damages?
If you incur any damage on the vehicle, we will send you an invoice to pay. You are required to pay the minimum deductible if you are involved in any accident or have damage outstanding on your vehicle.
If you pay your deductible with a credit card that has coverage or reimbursement for insurance payouts relating to vehicle damage, you may raise a claim with your credit card provider after the Roam deductible has been paid.
Once you’ve paid for the damage, you can submit a claim with your credit card company to process and reimburse you for the bill.
For details, and all matters of reimbursement on invoices paid for by credit card, you must refer to your credit card provider.
What is considered wear and tear?
Where and tear for driving is expected while you have your vehicle. Similar to when you lease a car, small scratches less than 2 inches are considered normal wear and tear.
However, rips or stained seats, deep scratches, curb rash, paint transfers, and dings or dents larger than 1 inch are not considered normal wear and tear. Let’s avoid surprises together, and let us know of any damage or incident!
What happens in the event of an accident?
If you find yourself in an accident please dial 911 immediately. Your safety is the first priority! If you have an emergency or a question that requires immediate assistance, please call 877-340-1737. All vehicle damage or incident must be reported to a Roam customer support rep to assist you.
Am I covered outside of Ontario?
Roam vehicles must only be driven in the province of Ontario.
Our insurance policy does not currently cover any cross border driving.
Roadside Maintenance
What happens if I get a flat tire?
If you get a flat tire, please call roadside assistance. The number is specific to your vehicle make and can be found below.
Take the vehicle to a Canadian Tire near you for them to repair the tire (NOT replace).
Replacing tires is prohibited as per the subscription agreement. If the tire(s) cannot be repaired, the new replacement tire must be the same make and model of the original tire that came with the vehicle. Flat tires are considered damage to the vehicle and is repaired/replaced at your sole expense.
Does Roam cover routine maintenance?
Your Roam car subscription comes with routine maintenance included.
We take care of the following:
- Routine vehicle inspections
- Oil changes
- Break replacements
- Minor scratches due to normal wear and tear
- Unexpected mechanical failures such as malfunctioning breaks, lights, power windows, or other electrical systems
What we don't cover:
- Flat tires and rim damage
- Windshield cracks and chips
- Interior damage such as rips in fabrics or scratches on leather, stains, strong odors from pets or smoking
- Major at-fault damage including but not limited to submerging the vehicle in water, damaging the engine due to excessive driving without maintenance and damage due to neglect
How does routine maintenance work?
We will notify you when the routine maintenance is due. If you need to contact us regarding any other issue (Ex: engine light wouldn't turn off, alignment issues, or you have an oil leak) we might request that youplease get in touch with our support team and we will get our mobile service team to come and assist you!
If it's an emergency please call us here: 1-877-340-1737.
How long will maintenance take?
Preventative and routine maintenance doesn't take long to fix -and most are same day appointments!
However, due to the parts shortage some appointments may take longer to book and service.
We will ensure that we either have a vehicle available to swap with you or subsidize your payment for the days that you are without a vehicle.
My vehicle needs servicing
If you received notification from us that your vehicle needs servicing, please get in touch with our support team and we will get our mobile service team to come and assist you!
For other issues outside of routine maintenance: Engine light, alignment issues, oil leak, etc, will have to be looked at a dealership near you. Please call or text 6473609640 to get assistance with the dealership appointment process as soon as possible.
If the vehicle is not drivable or it’s an emergency please call your dedicated vehicle roadside assistance line as seen below!
24/7 Roadside Assistance
Roadside assistance covers you for flat tires, drained batteries, key lockouts, or any other services that require towing. It's easy to connect with roadside support, all you need to do is call one of the number’s above, have your VIN information handy, and provide it to the customer support rep who will connect you with a tow truck or service vehicle.
- Audi 1-800-411-9988
- BMW 1-800-267-8269
- Honda 1-800-465-7587
- Hyundai 1-800-268-9958
- Jeep 1-800-363-4869
- Kia 1-866-444-5421
- Lexus 1-800-265-3987
- Mazda 1-877-756-2932
- Mitsubishi 1-888-648-7820
- Nissan 1-800-267-5936
- Polestar 1-800-806-2507
- Tesla 1-877-798-3752
- Toyota 1-888-869-6828
- Volkswagen 1-800-411-6688
Payments & Billing
When does billing start? Can I customize payment dates?
Your billing starts the day you pickup the vehicle, and your subscription is activated.
To offer you simple and transparent pricing, your all-inclusive Roam subscription is billed every 30 days, not on a monthly basis!
In order to reserve your subscription and lock-in your pickup time and date, we have a refundable security deposit of $500 - $750. For our luxury vehicles, the security deposit is $1500.
We strive to serve you better every day as we grow our fleet! Feel free to contact support for more questions!
How do I make my subscription payments?
Customers typically make their payments using a credit card or via pre-authorized debit (PAD). Once your subscription starts, we will charge your card or withdraw the funds from your debit account every 30 days until you return the car.
Please note we only accept cards under the primary drivers' name.
When do my subscription payments start?
Your subscription payments start on the day you receive your vehicle.
After that, you are billed every 30 days until you return the vehicle.
How do I pay traffic tickets?
Traffic tickets in driving in fractions less than $400 will be automatically charged to your payment method on file. For your convenience we pay these automatically. There is a $25 processing fee to handle these types of tickets.
If you have not paid off the ticket and it comes to us, Roam will pay any and all traffic tickets on your behalf, and will inform you so you can record. You can request to see the invoice or charge from our team.
Uber and Ride-Sharing
Can I use my car for ride sharing, food or package delivery, like Uber or Lyft?
We do not allow customers to use their vehicles for commercial purposes like ride sharing, package or food delivery. Doing so against our policy will result in the immediate termination of your agreement.
What are the requirements for the Tesla for Uber Program?
We are currently running a Tesla for Uber program! We require the following additional information for using our service for UBER:
- Your Uber Score
- A soft credit check
- Minimum age of 25
Otherwise, we do not allow customers to use their vehicles for commercial purposes like ride sharing, package or food delivery. Doing so against our policy will result in the immediate termination of your agreement.
Add-ons
In order for other people to drive your vehicle, they must be added to the vehicle subscription as additional drivers.
Driver Requirements & Guidelines
What do I need to sign up?
The minimum requirements to be a driver with Roam are:
- You must have a valid driver's license from Canada or the US.
- You must be at least 23 years of age.
- No major criminal convictions or moving violations.
- No more than 1 at-fault accident in the past 3 years.
- Approval with our insurance provider
That’s it! Our team will let you know if our insurance provider requires additional documentation or information during the application process.
I don't have insurance history in Canada or the United States, am I eligible?
All is good! If more information is needed to process your insurance registration, a team member will reach out to ask for additional documents. In most cases, you will need to provide a 'letter of experience', or previous driving history from your home country for our team to process.
We can also make exceptions if you have your Ontario G driver's license!
My Registration was not approved, now what?
If our insurance provider deems your profile in-eligible for a lack of driving history, insurance history, or for some other reason, we cannot approve you to drive with Roam at this time. We are continuously working with our insurance partners to make Roam accessible to more drivers in the future. Feel free to create an account and submit your information again in the future.
I have a G1 or G2, can I drive a Roam vehicle?
G1 drivers cannot drive our vehicles.
We can make an exception for G2 Drivers but you must have 1+ years of insurance history in Canada.
I'm New to Canada. Am I eligible?
If you match the requirements mentioned above we are more than happy to have you on board!
If you do not have a Canadian or American driver's license, we recommend reviewing DriveTest's resources about exchanging foreign licences.
Driving with Roam
Can I use the 407?
Yes you are free to use the 407 if you wish! Our vehicles currently do not have any transponders however once we receive the charge we will bill the amount directly to you!
There is a one-time administration fee of $25 if the charge does come to us, however this fee will cover all of your toll charges, so if you use the toll once or 15 times, you will only be charged the administration fee once.
You are unable to have your own transponder registered to the vehicle, however putting the transponder in your vehicle will still let you have the toll bill sent to you for payment!
If you paid for the fees but you still receive a charge from us, just let us know and provide the invoice.
How to I schedule a return?
We require at least 10 days of advanced noticed to schedule you in on your desired date and to ensure the best service possible. Failure to do so will not guarantee your desired time and can cause you to return past your renewal date, resulting in additional daily rate fees.
Last minute returns (less than 48 hours notice) are subject to a $250 restocking fee.
Get started with the return process
Call or text Roam's support team at 6473609640 to begin scheduling your return. Please have the following answers prepared:
- Reason for your return - We appreciate your business and would love any feedback
- Tickets or Tolls incurred
- New Damages
- Mileage Overages
Failure to report any of the above may result in additional unforeseen charges during the offboarding process.
Cleaning your vehicle
- All personal belongings should be removed
- All garbage and trash should be removed
- If your vehicle is returned with interior stains, odors, bodily fluids, or pet hair we will charge you a deep cleaning fee of $250
- You don't need to wash your car, however that is always appreciated! If the vehicle needs to be detailed or deep cleaned, we will charge you.
- Note that interior damage like rips, tears or scratches are treated as car damage
Gas level
- When you return the vehicle, the fuel level should be at the same level when you received the vehicle. If we have to fill up the tank, we charge the customer the price per litre in the local market (meaning at a gas station in the area) on the day of refueling. This charge will be applied to the customer’s account.
Can I cross the border with my Roam vehicle?
Roam vehicles must only be driven in the province of Ontario.
Our insurance policy does not cover any cross border driving.
If you choose to cross the border you accept the fact that any and all costs related to the vehicle would be your sole responsibility in the event of an accident or crash. From towing to the cost of repairs, that would be all covered by you.
What if I go over my mileage?
If you happen to go over your mileage, we will charge you a $1 per km.
You have a choice to increase your mileage for that month or pay per km.
Let us know at least a week before your renewal date so we can upgrade you to a higher mileage plan!
Is there credit for unused mileage?
No there is no credit issued for unused mileage.
Can I smoke in the vehicle?
We want to keep our vehicles in the best condition for both you and future customers, so smoking is forbidden at this time. We will charge a fee of $2500 if you do smoke.
Where are my documents?
Your insurance slips and vehicle information is easily accessible on your Roam account dashboard.
For your convenience, your slips are located in the glove compartment on the passenger side of your vehicle. In the event that you’re stopped by police, they will likely ask you for your insurance slip.
What should I do if I'm low on fluid levels?
If your windshield fluid levels are low, you can purchase the appropriate fluid at a gas station or store, and we will reimburse you for the charge.
However if your vehicle is low on coolant, oil, or any other engine related fluids, get in touch with our support team so we can schedule routine maintenance.
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