Knowledgebase
Pre-Booking, Reservation Cancellation Policy, & Deposit Refunds
Pre-Booking, Reservation Cancellation Policy, & Deposit Refunds
In this article:
- How does pre-booking work?
- Does pre-booking guarantee vehicle availability?
- Does my security deposit guarantee my reservation?
- Is my deposit refundable if I have concerns about the vehicle condition?
- How do cancellations work?
- Should I keep my refundable security deposit on file?
- Is my deposit used towards my first month payment?
- How do I modify my pickup date?
- How far out can I reserve a vehicle?
- What if the vehicle I want is no longer available?
- What if I want to change my vehicle or plan before my pickup date?
- Are there fees for no-shows or late cancellations?
How does pre-booking work?
You can leave your deposit on any vehicle which ensures your eligibility for the pre-booking protection! Pre-booking protects general vehicle availability at a future time so that you know you'll have a vehicle when you're ready! For more information on cancelling a future booking, please see here for more!
Does pre-booking guarantee specified vehicle availability?
Great question! Pre-booking does not guarantee a specified vehicle of your choice as each subscriber is entitled to continue with their vehicle for as long as they choose! We will be happy to add you to the specified vehicle waitlist and we always take into consideration what your vehicle needs are to offer you a solution that still works for you!
If you change your mind, your satisfaction is guaranteed and you can take a look at how refunds work here!
Does my security deposit guarantee my reservation?
Your deposit is used to reserve your requested vehicle, and can be used to hold your place for priority selection of all available vehicles in the Roam fleet.
The additional benefit of priority selection is that you are able to access the newest incoming vehicles, before they even arrive. This gives you first access before other subscribers to ensure you're always driving the newest vehicle that fits your needs best. Learn more about switching your vehicle reservation here.
For the duration of your subscription, this deposit is kept on file, similar to hotels and rental car companies.
Is my deposit refundable if I have concerns about the vehicle condition?
Roam vehicles are all guaranteed to be in excellent condition - if not perfect condition. We are different than a standard rental agency, because we want your vehicle to be perfect for you, and feeling proud of your car is a big deal to us!
If for whatever reason you have concerns about your vehicle condition, you can request a refund of your deposit, no questions asked. We're also happy to send a picture of the vehicle you're considering, available upon request!
Our team is also happy to accommodate for any alternative arrangements if you need a replacement vehicle, or have any concerns about your vehicle's condition. We always do our best to arrange a courtesy upgrade where possible!
How do cancellations work?
Your security deposit is 100% refundable if you cancel up to 48 hours before your pickup time. In the event of a cancellation with the 48 hour pickup window, you will be subject to a $100 restocking fee.
You may cancel a vehicle reservation at any point before pickup and you will not be billed for your first month's subscription. The late cancellation fee within 48 hours of pickup is subject to the Roam Team's discretion.
You have the option to keep your security deposit on file, or request for it to be refunded. This offers you the most amount of flexibility to ensure you're choosing the right vehicle for your transportation needs.
You can cancel a reservation by chatting with our team online, or calling us directly at (647) 360-9640.
Should I keep my refundable security deposit on file?
Yes! Even if you need to cancel your booking, you might find that you still benefit from keeping your security deposit on file with Roam.
Your deposit does not lock you into a particular vehicle, and can provide you first access priority to a returning vehicle, or a brand new arriving vehicle to the Roam fleet.
This ensures that you are always at the front of the line for when you're ready to move forward!
Is my deposit used towards my first month payment?
Your deposit is not used towards your first month's payment. It is used to reserve a vehicle for your pickup date, and is kept on file for the duration of your subscription, similar to a hotel or rental agency.
On your pickup date, your subscription will be activated, and you your credit card on file will be used to process your first month's subscription payment.
How do I modify my pickup date?
As long as you have placed your refundable security deposit with the Roam, you may modify your pickup date by chatting with our team online, or calling us directly at (647) 360-9640.
You may modify the date or time at any point before your pickup, and our team will do their best to accommodate your requests.
How far out can I reserve a vehicle?
Reservations are not booked more than 1 week out, to assist in maintaining a consistently high level of service to other subscribers. If you need to extend your pickup date beyond a 1 week period, Roam cannot guarantee that your selected vehicle will still be available. However, by keeping your deposit on file, you ensure priority assignment for the next available vehicle from that model, or similar.
What if the vehicle I want is no longer available?
If the vehicle you want is no longer available, Roam will refund your deposit, no questions asked! That being said, there's benefits to keeping your deposit on file!
Your deposit is used to give you first right of refusal on any available vehicle in the Roam fleet! If the vehicle you selected becomes unavailable due to inventory constraints or service related challenges, Roam will do the best job to find you a suitable alternative vehicle in the similar class or segment.
When your originally requested vehicle becomes available, Roam will notify you and provide the option for a complementary switch! We want to ensure you have the best vehicle to suit your needs.
Visit here more info on the benefits of keeping your deposit on file.
Is there a fee to change my vehicle or plan before my pickup date?
There is no fee associated to changing your plan or vehicle before pickup, in-fact - it's nearly encouraged by Roam!
Your needs are important to us, so we understand that they might change based on your requirements, the vehicle we have available, and the recommendations that might be provided by our team!
We're committed to providing superior quality services to our subscribers
Are there fees for no-shows or late cancellations?
For the best experience, Roam does not have any fees or penalties related to:
- express processing requests.
- plan changes
- vehicle changes
Your security deposit is not used to pay any of the above. In the instance of of a no show, late cancellation, or reschedule, Roam will ensure the best service by attempting to rebook your vehicle pickup to a date that works best for your. For more info on how far you can book out a vehicle, you can refer here
If you require a special exception around your pickup, please contact us by chatting with our team online, or calling us directly at (647) 360-9640.
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.
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