Knowledgebase

Quick Start Guide

Just getting into your Roam subscription or want to know all the cool details? This guide will get you setup as quickly as you can read!

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.


Can I use my car for ride sharing, food or package delivery, like Uber or Lyft?

No, unfortunately our cars cannot be used for ride-share or delivery. Doing so against our policy will result in the immediate termination of your agreement.


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.


Roam’s insurance policy

We’ve got you covered.

Your Roam car subscription comes with comprehensive auto insurance included. Here’s what you need to know about the insurance policy on your car:

  • We offer all perils coverage, which covers you for things like collisions, vehicle theft, and major damage to your vehicle.
  • The policy has a maximum combined limited liability of $2,000,000.
  • There is a $2,500 deductible for any insurance claim for vehicles under $50,000. Vehicles over $50,000 have a $5000 deductible
  • Your insurance coverage begins on the start date of your subscription and terminates on the end date of your subscription.

What Roam routine maintenance covers

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

Cancelling your subscription

If you’re on a monthly Roam plan, you can cancel your subscription whenever you like. If you’re subscribing longer than a month, there is an early cancellation fee for cancelling your subscription before the end of your term.



Roadside Assistance

If you have been involved in an accident please call 911 immediately. Roam requires that all and any damage be reported immediately to our Customer support team - call us at 647-250-0010. Our business hours are Monday through Friday, 10am - 6pm.

If you have an emergency or a question that requires immediate assistance, please call 877-340-1737

If you have been in an accident or damage was caused to your Roam vehicle, please complete this form as soon as possible.

Roadside Assistance Table by Vehicle Brand

If you have been locked out of your vehicle, have a flat tire, drained battery, or require your vehicle to be towed, please reach out to a roadside assistance number below of the brand you are driving.

Brand

Phone

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

Roam mileage packages

Customize your mileage package based on your driving habits.

Every Roam car subscription comes with 2,000 kms per month. If you need additional mileage, give us a call and we can add a mileage package to 2,500 kms or 3,000 kms per month.


⚠️ Additional kilometers beyond your mileage package will cost you $1 per kilometer.


Payments and fees

At Roam, we strive to be as transparent as possible with our customers. No one likes being surprised with an unexpected charge or fee, so we’ve published all our payments and fees here.


Initial payments and fees

When you book a car with Roam, there are some initial payments and fees to get started.


Refundable security deposit

We collect a refundable security deposit of $500-750 for economy vehicles and $1,500 for luxury vehicles. This security deposit is returned to you once you return your vehicle to us at the end of your subscription.


Monthly subscription payments

Your monthly car subscription payment includes a car, auto insurance, routine maintenance and roadside assistance.

Your monthly car subscription payment is dependent on 3 factors:

  1. The car you choose
  2. Choosing a more expensive car will increase your monthly payment.
  3. The length of your term
  4. Committing to a longer term plan results in a higher discount which will decrease your monthly payment.
  5. The mileage package you choose
  6. Every car subscription comes with 2,000 kms included. Choosing a higher mileage package will increase the price of your subscription.

Billed every 30 days

Your monthly subscription payments are billed every 30 days, starting on the day you receive your vehicle from Roam.



Perks & Add-ons

Perk Name

When Perk is Charged

Amount

Valet Delivery & Pickup

If you choose to have your car delivered to you, or pickup from you, there is a valet fee

$50 or more, depending on how far you are from one of our locations

Additional Driver

If you choose to add additional drivers to your subscription, there is a fee for each driver you add

$75 per driver, per month

Additional Mileage

If you choose to add mileage to your subscription, there is a fee

Vehicle dependent - please refer to our website and select your vehicle from the “Browse” screen


Roam Fixes & Fees

Fee Name

When Fee is Charged

Amount

Mileage overage fees

If you drive over your monthly mileage plan, there are mileage overage fees. If you know you will be exceeding your current mileage plan, please reach out to us to add a mileage package

$1 per kilometer for every additional kilometer over your mileage package Ex: If your mileage package is 3,000 kms per month and you driver 3,500 kms, you will be charged $500 in mileage overage fees

Traffic ticket processing fee

If you get a ticket, you don’t pay it and we pay it for you, there is a processing fee

The amount of your ticket plus a $25 processing fee Ex: If your ticket is $100, you will be charged $100 for the ticket and a $25 processing fee

Toll processing fee

If you drive on a toll road and we have to pay your toll, there is a processing fee

The amount of your toll charges plus a $25 fee Ex: If your toll charge is $45, you will be charged $45 for the toll charge and a $25 processing fee

Deep cleaning fee

We only charge this fee if your vehicle is returned with interior stains, odors, bodily fluids, or pet hair Note that interior damage like rips, tears or scratches are treated as car damage

$250

Low fuel or charge fee

If you return your vehicle with a fuel (or charge in the case of electric vehicles) level below the level when the car was given to you, there is a fee for the fuel (or charge), and there is a processing fee

The market cost of the fuel or electricity to return the fuel or charge level back to where it was when you got the vehicle plus a $25 processing fee Ex: If it costs Roam $35 in fuel costs to return the level to where it was when you got it, you will be charged $35 and a $25 processing fee

Late payment fee

If you fail to make your payments on time, there is a late payment fee

$50

Key replacement fee

If you lose your key, there is a replacement fee

$500

Vehicle repossession fee

In the event that we have to repossess your vehicle, there is a fee Note that vehicle repossession is rare and only happens in extreme circumstances

The amount of this fee depends on what is required to repossess your vehicle, but amounts can range from hundreds to thousands of dollars

Damage processing fee

In the event that your vehicle is damaged, there is a damage processing fee in addition to the cost of the damage

$250

Smoking penalty fee

We only charge this fee if you smoke in the vehicle.

$2,500


Insurance Coverage

  • Can I opt out of Roam’s insurance since my credit card covers rental cars?
  • No. The fine print of 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.
  • 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 vehicles over $50,000, the deductible is $5,000.
  • I have credit card insurance? Am I covered?
  • 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. Please refer to your credit card company for details and coverage.

We’ve got you covered.

Your car subscription comes with comprehensive auto insurance included. Here’s what you need to know about the insurance policy on your car:

  • We offer all perils coverage, which covers you for things like collisions, vehicle theft, and major damage to your vehicle.
  • The policy has a maximum combined limited liability of $2,000,000.
  • There is a $2,500 deductible for any insurance claim.
  • Your insurance coverage begins on the start date of your subscription and terminates on the end date of your subscription.

What Roam routine maintenance covers

Your Roam car subscription comes with routine maintenance included. We take care of the following:

  • Routine vehicle inspections
  • Oil changes
  • Break replacements
  • Minor scratches and dings 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

  • Interior damage such as rips in fabrics or scratches on leather, stains, strong odours 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.

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.

Locating your insurance slip

Your insurance 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.

Frequently Asked Questions

Damage to Vehicles

  • Normal wear and tear
  • Where in 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 here.
  • Major accidents
  • 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.

Vehicle Specific Details

  • 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. You can refer to the appropriate roadside assistance number above and they will provide any services that require tire changing, repair, or tow.
  • Geographic constraints for driving
  • Roam vehicles only driven in the province of Ontario. Did you make exceptions for any weekend trips to Quebec, are we required prior notice to get you registered with our insurance partner. Our insurance policy does not currently cover any cross border driving.

Vehicle Pickup or Delivery

  • How do I schedule a pickup or valet delivery?
  • You can schedule a vehicle pickup or valet delivery in your dashboard here: https://curbo.io/dashboard. If you need assistance or have questions regarding your return date, please contact us at 647 250 0010 and we will help you arrange your vehicle return.
  • How far is valet delivery? Am I eligible?
  • 5 km away or less = $50
  • 5 to 25 km = $100
  • 25 - 50 km = $150
  • More than 50 kms = Currently not available
  • Gas level
  • 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.
  • The customer should 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.

Returning Vehicles

  • Returning vehicles early
  • Yes, you can return your vehicle at any time, however there may be early cancellation fees, depending on your subscription plan.
  • Early cancellation on Roam Flex plans The minimum commitment on a Roam Flex plan is 30 days. After that, you can cancel your subscription at any time, as long as you provide 7 days notice. There are no cancellation fees for early cancellation on a Roam Flex plan.
  • Early cancellation on Roam Fixed Term plans There are early cancellation fees for cancelling before the last month of your fixed term plan. These fees are equivalent to 1 month of subscription fees. For example, if you’re monthly subscription payment is $1,000, you’re on a 4-month plan, and you cancel in your 3rd month, you will pay $1,000 as an early cancellation fee.
  • Returning vehicles late
  • Roam clients are required to give us 14 days notice when they plan to return their vehicle. If the customer needs an extension, we will
  • Cleaning your vehicle
  • All personal belongings should be removed
  • All garbage and trash should be removed
  • 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.
  • 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, please call our support team so we can schedule routine maintenance, at 647 250 0010.
  • How to schedule vehicle returns
  • You can schedule a vehicle return in your dashboard here: https://curbo.io/dashboard. If you need assistance or have questions regarding your return date, please contact us at 647 250 0010 and we will help you arrange your vehicle return.

Tires

  • 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 in smoothies driving experience possible.
  • Do you put winter tires on the vehicles?
  • Vehicles come equipped with all season tires to handle Canadian Winters. However, if you would like to drive with winter tires on your vehicle please call our Support Team at 647-250 0010 and can you make the necessary arrangements. Please note there is a monthly charge for each vehicle to equip them with winter tires.
  • Is there a spare tire included with the vehicle?
  • 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.

Routine Maintenance

  • 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 or you have an oil leak) please send us an email at [email protected] describing the problem with your car and we will get back to you shortly. If its an emergency please call us here: (647)250-0010.
  • 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.

24/7 Roadside Assistance

  • How does roadside assistance work?
  • 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.

Support

Adding Additional Drivers

  • What does it cost to add additional drivers?
  • If you choose to add additional drivers to your subscription, there is a charge of $75/month each driver you add.
  • How do I add additional drivers?
  • To add additional drivers you should contact our support team at 647 250 0010. Your secondary driver must pass our approval process in order to be successfully registered with your Roam vehicle.

Traffic Tickets

  • 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.
  • Am I responsible for paying traffic tickets?
  • Roam pays any and all traffic tickets on your behalf, and we inform you so you can record. Can you request to see the invoice or charge from our team.

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.