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FREQUENTLY ASKED QUESTIONS

GENERAL PLATFORM INFO:

Q: WHAT IS ITWHIP.COM, AND HOW DOES IT DIFFER FROM REGULAR RENTAL AGENCIES?

ItWhip.com is a peer-to-peer vehicle-sharing platform connecting independent Hosts with verified Guests. We do not own or manage vehicles ourselves. Read Section 2 for details.

Q: WHERE CAN I FIND THE FINE PRINT OR LEGAL TERMS?

All legal terms, liabilities, and protections are in our full Terms & Conditions .

GUEST EXPERIENCE:

Q: WHAT ARE MY RESPONSIBILITIES AS A GUEST?

Guests must hold a valid license, meet age/insurance rules, and return the car in good condition. See Section 9 and Section 12 .

Q: IS THERE INSURANCE COVERAGE FOR MY RENTAL?

Yes, but you must verify your coverage. See Section 13 and Section 16 .

Q: WHAT IF I’M LATE RETURNING THE VEHICLE?

Late returns may result in extra fees. See Section 14 .

Q: WHAT HAPPENS IF THE VEHICLE BREAKS DOWN OR IS DAMAGED?

You must report issues immediately. See Section 10 and Section 12 .

PAYMENTS, DEPOSITS & REFUNDS:

Q: HOW DO PAYMENTS, DEPOSITS, AND REFUNDS WORK?

Security deposits may be required by some Hosts. Refunds are only issued under specific exceptions. See Section 6 and Section 17 .

Q: DO I GET A REFUND IF I CANCEL MY BOOKING EARLY?

Refunds are not guaranteed. Some cancellations may qualify for store credit. See Section 17 and Section 18 .

Q: WHAT IF THE HOST CANCELS OR THE CAR ISN’T AVAILABLE?

You may be eligible for a refund or store credit. See Section 18 .

REFUND TIMELINE:

REFUND APPROVED:
Once approved, most refunds are processed within 3–7 business days.
PROCESSING TIME:
Timing may vary depending on your bank, card provider, or payment method.
CREDIT APPLIED AUTOMATICALLY:
If eligible, store credit is automatically applied to your account for future use.
EXTENDED DELAY (RARE):
Certain scenarios may extend the refund time beyond 7 days (e.g. international banks).
REFUND DENIED:
If denied, you will be notified within 3–7 business days with a reason provided.

RENT-TO-BUY PROGRAM:

Q: CAN I SWITCH FROM RENTING TO BUYING DURING THE RENTAL?

Yes, if the car is eligible and the Host agrees. See Rent-to-Buy Terms .

Q: IS THE REFUND POLICY DIFFERENT FOR RENT-TO-BUY VEHICLES?

Yes. These bookings are considered lease-to-own. You may receive credit toward a future purchase, not a refund. See Rent-to-Buy Terms .

FOR HOSTS:

Q: CAN I LIST MY CAR EVEN IF I DON’T RENT IT FULL-TIME?

Yes! Many Hosts rent occasionally. See Section 4 .

Q: WHAT PROTECTIONS ARE IN PLACE FOR HOSTS?

Hosts are covered by third-party insurance and can set deposits and usage rules. See Section 5 .

DISPUTES & SUPPORT:

Q: WHAT SHOULD I DO IF THERE’S A DISPUTE WITH A HOST OR GUEST?

Try to resolve directly. If unresolved, contact ItWhip at 1-888-611-6260. See Section 22 .

Q: HOW DOES ITWHIP HANDLE UNRESOLVED OR ESCALATED DISPUTES?

We investigate and issue a final decision when necessary. For urgent issues, call 1-888-611-6260. See Section 22 .

INCIDENT REPORTED:
An issue occurs during or after a rental, such as damage, lateness, or dispute.
TRY TO RESOLVE:
Guests and Hosts are encouraged to resolve the matter via direct communication.
ESCALATION TO ITWHIP:
If unresolved, the issue is escalated to our support team for formal review.
EVIDENCE REVIEW:
We review all submitted documents, photos, logs, and communication history.
FINAL DECISION:
A final ruling is made based on our terms and evidence gathered.
DISPUTE CLOSED:
Actions may include refunds, charges, or no further steps if resolved.

LEGAL & FINE PRINT

Insurance Coverage: Your rental may include basic insurance coverage as outlined in our policy documentation. However, you are responsible for reviewing the specific terms, including any deductible amounts, limitations, or exclusions. Optional insurance upgrades may be available at an additional cost to provide enhanced coverage. All claims under the provided insurance are subject to the insurer’s terms, conditions, and claims procedures.

Accidents and Damages: In the event of an accident, damage, or theft, you must immediately contact local authorities to file a report and notify us as soon as possible using the emergency contact information provided in your rental documents. Failure to comply with these requirements may result in partial or complete denial of coverage. You are also expected to cooperate fully with any investigations and provide accurate documentation as requested.

Fraud and Scams (Zero Tolerance): We maintain a strict no-tolerance policy against any form of fraudulent activity, including, but not limited to, providing false information, misuse of payment methods, or unauthorized credit card use. Any suspicious or fraudulent acts will result in the immediate termination of the rental agreement, and we reserve the right to pursue legal action or involve law enforcement when necessary.

Disclaimer: Nothing in this fine print limits our right to enforce additional measures or seek further remedies as permitted by law. This document is subject to updates at our discretion, and it is your responsibility to stay informed of any changes.