Knowledgebase

Your Roam Vehicle: On the Road Guide

Experiencing difficulties with a sudden flat tire?

Congrats on your new Roam vehicle! We hope you enjoy your time with us.


To ensure you are ready and have the most enjoyable driving experience with your Roam vehicle and subscription, we made a guide to make sure you have the tools and resources you need to confidently Roam!

Table of Contents


When you first get your vehicle

A Roam team member will give you a walk around the vehicle to confirm your vehicle condition and things you need to be aware of! This will be a great time to ask any questions you may have regarding the vehicle.


Like any new vehicle make sure you take care when driving and get familiar with your vehicle! Even if you have driven before, every vehicle is different so it's best to take your time and get comfortable with the controls of your new vehicle!


RoamCare

If you are on a 3-month term, you will also be given the opportunity to add RoamCare to your subscription. For as low as $60, you can get up to $1000 additional incident coverage. You have 24 hours after you pick up your vehicle to opt in, and is subject to a in-person vehicle inspection. You have your first month if you want to opt out.

Read more about Roam Care by clicking this link here.


Things to Keep in Mind

Your subscription plan

Remember what you signed up for! Keep in mind the starting mileage, how much gas/charge was in your vehicle, and the condition of the vehicle. We try to give you as close to a full tank of fuel when you receive your vehicle, and we expect the same upon it's return.


Important Numbers

Roam Support

Email: [email protected]

Phone: 1-844-741-0444 | 647-360-9640

Roam is here to assist you with anything related to your vehicle or your subscription! This phone line is available during our operating hours (Weekdays 9AM-5PM)

You can also connect with us via email or online chat.

Emergency Hotline: 1-877-340-1737

If ever you are in a situation that requires an immediate attention outside of business hours, we have a 24/7 emergency hotline number you can call that can give you the assistance you need. They can also connect you to the proper roadside assistance number if you do not have it readily available!

24/7 Roadside Assistance Number

Roadside assistance covers you for flat tires, drained batteries, key lockouts, or any other services that require towing. Please take note of which number pertains to your specific make so that you're ready for any of these incidents:


  • 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

It's easy to connect with roadside support, all you need to do is call one of the numbers below. Have your VIN and vehicle information ready (located in your glove box or your Roam Dashboard) before you call!


Important 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.


Otherwise feel free to contact Roam Support and we can assist you in sending you the documentation you need.



Insurance / Maintenance / Other Roadside Incidents

Insurance

Get familiar with our comprehensive insurance policy so that there are no surprises.

Read more about your Insurance here.


Maintenance

Roam is happy to provide routine maintenance for your vehicle! 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

Let us know if you are due for an oil change and we can schedule you to get serviced!


Roadside Incidents

If you are in an emergency your safety is our #1 priority!

  1. Your safety is our #1 priority! If you were in an accident please dial 911 immediately. If you have an emergency or a question that requires immediate assistance past office hours, please call our 24-hour number at 877-340-1737.
  2. Let a Roam team member know the situation by contacting support.
  3. Fill out an incident report here.
  4. If there was another party involved, ensure you go to a collision centre that is nearest to where the incident happened. Try to obtain as much information regarding the incident and the other party involved.
  5. We will assess the situation and contact you with the next steps.

This report is used to begin an insurance claim related to any of the incidents below:

  • Collisions or accidents with another vehicle
  • Major mechanical issues
  • Windshield Cracks
  • Tire Damage

See our insurance coverage here.

For a more in depth guide about your Roam subscription & coverage, see below.


Begin Incident Report


On the Road

As a Roam customer we value your safety! Please obey traffic laws and drive responsibly.


Can I cross the border with my Roam vehicle?

Roam vehicles must only be driven in the province of Ontario.


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.


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!


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.


Read more about using tolls here.

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. If you are at the maximum mileage rate of 3000km you will be charged the mileage overage rate of $1 per km.


Let us know at least a week before your renewal date so we can upgrade you to a higher mileage plan! Read more about changing your mileage plan here.


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 up to $2500 if you do smoke.


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.


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.


Can other people drive my vehicle?

Every driver needs to be placed under your subscription for insurance purposes. Read more about it here.


Changes to your Plan

Vehicle Swaps

Read more about vehicle swaps here.


Updating information

Changing from a monthly term to a 3-month term: 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.


Changing personal information information: All your information will be under the "Profile" tab of your Roam Dashboard, 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!



Payments and Add-Ons


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 schedule your return.


Charges to Be Aware Of:


Late/Failed payments

If an authorized monthly payment does not go through, our billing team will let you know. You have 1 business day to authorize another payment attempt using the "Pay Online" button in the email sent to you. Failure to meet your monthly payments on time could result in a $50 (+HST) penalty.


Ticket

If you get a ticket, you don’t pay it and we pay it for you, there is a processing administration fee. Depending on the ticket it could range from $5-$25 + HST.


Tolls

If you drive on a toll road and we have to pay your toll, there is a processing administration fee. The amount of your toll charges plus a $2 fee / trip + HST (Maximum up to $25.00)


Add-Ons


Additional Drivers

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. Read more about the process here.


Additional Mileage

Going over your allotted mileage means you are subject to $1 per km. If you would like to upgrade your current mileage plan we can do so. Our maximum mileage per month is 3000km. Read more about your mileage plan here.


Winter Tires

All of our vehicles come with their factory OEM for best driving experience. If you want to purchase Winter tires we are happy to schedule you in and get the Winter tires on for you! Read more about Winter Tires here.


End of your subscription


I'm not ready to return my Roam vehicle

If you're enjoying your Roam vehicle, we'd hate to separate you from it! 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.


I'm ready to return my Roam vehicle

  • Roam requires you to schedule your return 10 days in advance of your preferred return date. Read about the return process here.

Disclaimer: Roam is not affiliated with or endorsed by any automaker in any way. All product names, trademarks, and trade names are the property of their respective owners.

Disclaimer: Roam is not affiliated with or endorsed by any automaker in any way. All product names, trademarks, and trade names are the property of their respective owners.