- My Vehicle & Management
- Trips & Guests
- Addons, Extras, & Options
- Damage & Protection Plans
- Maintenance & Service
- Billing & Payments
- About Hassle-Free Car (HFC)
My Vehicle & Management
What is included in each plan?
We have a few different options that fill different needs for different owners. Check out our detailed plan matrix on our Plan Details page.
How do I get started?
It's super easy! First, start by setting up your profile, which you'll only do once no matter how many vehicles you have. Second, go through the vehicle enrollment process for each vehicle that you have.
Where do I take my car when I'm ready to drop it off for management?
Bring your vehicle to the facility it's being managed around the time you scheduled the vehicle during enrollment. If you need to update that drop off time, please just let us know. Our team will then go through the initial onboarding process within the next 24-48 hours after you've dropped it off. See Contact Info, Locations, & Operating Hours
How soon can my car be rented after I've dropped it off?
All vehicles currently require a 48 hour block after it's been dropped off, which allows us time to onboard the vehicle, complete our inspections, etc.
What cleaning is included?
Between each trip the vehicle will be cleaned inside and out including an exterior hand wash, wipe down and vacuuming of the interior, cleaning glass, etc. If specialized cleaning is needed, additional charges may apply, which are passed onto the guest if applicable.
What are the vehicle requirements?
Each of plans have different vehicle requirements as do the marketplaces the vehicles are listed on. To see our requirements, check out our Plan Details page.
Can you have my car detailed if I request it?
Absolutely! We have a full service detail center at our facility. It's certainly a good idea to give your car once or twice a year with an in-depth cleaning. To request this, simply contact our support team.
Which car sharing marketplaces do you support?
Current we support both Turo and Getaround, however if your vehicle is listed on Turo it is against their Terms of Service for the vehicle to be listed on another marketplace platform as well.
What happens if I terminate management?
If the time comes for you to cease your management agreement with us, be sure to provide us with written notice sent to our helpdesk no less than 30 days prior to the termination date. If you enrolled your vehicle under a promotion, be sure to check those promotion details for management term lengths. See Terminating Your Vehicle's Management.
Will the car be listed on my account or HFCs?
That depends on the plan you choose. If you're enrolling under our Revenue Share program will have the vehicle listed on our corporate accounts and all other plans will have the vehicle listed on your account. If you already have the car listed on your account, just let us know that at the time of enrollment and we'll get connected to your existing listing.
How do you manage my marketplace account?
We have specialized software that allows us to connect to each owner's individual marketplace account. When we're managing cars on your account, we'll be doing so as if we're you.
My vehicle has a warranty. How do I make sure repairs are done under my warranty?
During the enrollment process we do allow you to provide us with warranty details and paperwork. At this point, please provide as much detail and documentation that you have. We will do our best to reference back to this and have anything covered under warranty that may apply. However, if you receive a notice that your car is going in for service and you believe it might be covered under warranty, please contact us and ask us to check that specifically.
What kind of floor mats do you recommend?
Rubber mats are always great as they protect your floors, however carpet will work as well. We highly recommend you do not use Weathertech mats or any similar material as the cleaning process to make them look fresh and new between each trip is too time consuming and isn't something we can guarantee will be done each time.
How do I change my license plates and update the registration?
Whenever you need new plates or stickers put on your car, simply drop them off at our facility or mail them to the facility your car is located at. Since we use the license plate to track each vehicle at our facility and we track your renewal dates, please DO NOT swap plates or stickers yourself. Allow our team to do that so that we can ensure our systems are updated as well. See How to Update Your License Plates
Can I access my HFC assigned email?
Your HFC assigned email address that is attached to your marketplace accounts is not an account you can login to. It simply receives all emails from each marketplace and sends them to both you and to us.
Do I need to respond to these emails I receive from Turo or Getaround?
If they're for a vehicle being managed by Hassle-Free Car as Hassle-Free Managed, please ignore emails from Turo. We receive all of those emails as well and will handle them on your behalf, answered in the order they're received.
Will HFC photograph my vehicle?
We can photograph your vehicle if needed. We do this during the initial onboarding process when possible, though it can take a few weeks after you've dropped off the car for the photoshoot to be completed.
Do I need to own the vehicle in order to enroll it with Hassle-Free Car?
You don't, however if you're not the owner we will require that you provide a signed, notarized Power of Attorney from the vehicle owner stating that they authorize you to enroll the vehicle with Hassle-Free Car. If the vehicle is owned by a company, we will simply need documentation during the enrollment process for that company.
What kind of fuel do you use to fill vehicles?
If a car is returned without a full tank we will fill it up on-site. All vehicles are filled with premium fuel when filled by our team.
My car is electric. Can you plug it in between trips?
We certainly can! We have Tesla chargers and Type 1 charging pods. The pods are 80 amps total and will divide the power given to each car based on the number of cars connected so speeds will vary. We also can't guarantee a full charge for each guest due to charger availability and gaps between trips, however we do our best to provide a full charge for everyone.
Do you accept diesel vehicles?
Yes we do! We just can't re-fill them if a guest brings them back without a full tank. If this happens, we will do "fuel matching," will estimate the cost of the missing fuel, and will account for the missing fuel on the car's next trip.
Trips & Guests
What if I need to use my car?
So long as your vehicle isn't booked by a guest, you're certainly welcome to use your car. To book an owner trip, check out our Setup an Owner Trip article.
Can I block out my car for my friends or family to use?
You certainly can. When booking an owner trip, you'll simply provide the driver you're authorizing to pick up the vehicle and we'll have it ready for them. As with anyone picking up a car, they will simply need to have a valid physical driver's license with them. Check out Setup an Owner Trip.
Do you allow pets in the cars?
We do allow guests to have pets in cars, but they must have them in a crate.
Do you meet every guest in person?
We do, 24/7/365! However, last minute trips booked between 10pm and 6am will not be available for pick up by your guest until 6am. Any pick ups between 10pm and 6am MUST be booked before 10pm that night.
Do you handle communication with my guests?
We handle all guest communication for Hassle-Free Managed and Revenue Share cars. For Economy and On-Demand cars, we do not handle any guest communication, but we do have templates available for you. You'll also be provided with StreetSmarts included in your plan to automate some communication for you. Check out Guest Communication Expectations & Guidelines for more details.
How quickly do you respond to my guests?
Our average response time for guests through the marketplace message feed is currently 25-30 minutes. All messages that come in through the message feed are answered in the order they're received. If you see a message come in that requires urgent attention, feel free to reach out to us through chat and ask us to jump to that guest's message as soon as we're able. Check out Guest Communication Expectations & Guidelines for more details.
How can my guest's contact HFC?
To centralize communication in a place that both the marketplace and you as the owner can see it, we ask that all communication be done through the message feed. If you're receiving calls or texts from your guests, we do have the option to add a phone number onto your marketplace account that will go to our team instead for a monthly fee. Check out Guest Communication Expectations & Guidelines for more details.
How can I see my car's booking calendar?
If you're not on a Revenue Share plan, you can see your vehicle's calendar through your marketplace account as you always have. For vehicles under Revenue Share, simply contact our team and we can have your current calendar sent to you.
How much can I expect my car to make? How should I price my vehicle?
Every car, market, and season are different. For help with understanding pricing and what to expect, check out How to Price Your Vehicle
If I need to switch a guest into another car, will you handle that?
So long as both vehicles are managed by us, we will. If one of them isn't managed by us we are not able to facilitate the swap. If you're swapping a guest into a vehicle we manage from a vehicle we don't manage, you'll need to setup the trip as an owner trip with us. Also check out Managing Trips Yourself
Are you strict with the ID verification process for guests?
For the protection of all involved, we do not make exceptions to the ID verification process and requirements set forth by each marketplace. Doing so can void any protection provided by the marketplace and put everyone at risk.
Can I customize any of the communication HFC sends to my guest?
Our communication is tailored to the type of vehicle and plan you have. What can be customized the opening welcome message to your guest, which is sent immediately after they book your car.
Can I communicate directly with my guest?
If your vehicle is enrolled in a plan whereby Hassle-Free Car handles guest communication, we ask that you not send messages directly to the guest. We are not able to see messages you send to your guest, so communicating with them directly can create issues. See Guest Communication Expectations & Guidelines
Who can my guests contact in an emergency?
As a part of the protection plans provided by the marketplaces, 24/7 emergency roadside assistance is included. We do have staff online 24/7/365, however the primary go-to for guests is the marketplace support line.
Do I need to upload Trip Photos to the marketplaces?
No, we will handle this for you. Each time your vehicle is check out or in on a trip, you'll receive a report from us by email and we'll upload photos to the marketplace directly on your behalf.
Addons, Extras, & Options
How do sports/recreational racks work?
To ensure we can easily provide replacement keys (as they tend to go missing frequently) we stock certain keys for both Thule and Yakima on-site. We recommend that your racks be keyed with one of these key numbers so we can replace keys quickly when needed. Additional details are available at Recreational Equipment Rack Policies.
Do you provide car seats for guests?
At this time we do not provide car seats to guests and don't allow for car seats to be provided to guests unless your vehicle is enrolled as an On-Demand vehicle.
Should I put snow chains in my car?
We recommend that you do not provide chains for any vehicle. They're not something we can provide support or guidance for with guests and can damage your vehicle and tires if not used properly. If you choose to provide snow chains, you will be responsible for any damage to your vehicle as a result and may need to provide assistance to your guest's directly if needed.
What extras should I list on my car?
Extras are certainly a great way to help your car stand out. Just keep in mind that we can't be responsible for any item in your vehicle that is aftermarket and/or not permanently installed onto the vehicle.
Will you provide a snow brush/ice scraper for my car?
We keep snow brushes and scrapers at our facility for your guests and we do our best to make sure every car goes out with one in it during the snowy months.
Can I offer cleaning as an extra?
You can, however we can't provide custom messaging to your guest's to accommodate this.
Can I offer pre-paid fuel?
You certainly can! If you do, any fuel put in the vehicle at the end of the trip will simply be billed to you directly and not submitted for reimbursement to the guest.
Is unlimited miles a good idea?
It all depends on your vehicle and your goals for it. As there are few owners that do this, guests that need a lot of miles are typically drawn to your vehicle specifically and your vehicle's mileage may accumulate more quickly than if you limited it. If your vehicle is on Revenue Share, mileage limits are standardized across the platform. See Additional Terms & Policies - Revenue Share
Damage & Protection Plans
What happens if my car is damaged? What is the claims process?
In the event that your car is damaged, Hassle-Free Car will handle the claim from beginning to end so long as your plan includes claims management. This includes working with insurance and the repair shops to get your vehicle repaired as quickly as possible and back on the road. The complete claims process is available at Body Damage Claims Process
What damage is covered by marketplace protection plans?
For details regarding marketplace protection plans, please visit the marketplace's website. For information about Hassle-Free Car's damage policies, see Damage Coverage Policies, Terms, & Claim Processing.
What happens if HFC damages my car?
Hassle-Free Car will cover the repair costs of any damage done by it's personnel. Repair costs will always be paid directly to the shop completing the repairs and only after we've received confirmation that the repairs have been completed. Also see Damage Coverage Policies, Terms, & Claim Processing.
Do you cover damage from acts of god such as hail?
Hassle-Free Car does not extend coverage for any type of comprehensive claim, including acts of god, no matter if the damage occurred during a trip or not. Also see Damage Coverage Policies, Terms, & Claim Processing.
Will you cover repair costs if a customer at the parking facility damages my car?
Hassle-Free Car will extend coverage only to the extent that a Hassle-Free Car team member was actively in control of the vehicle and at fault at the time the damage occurred. If the damage was caused by someone other than a Hassle-Free Car team member, coverage would need to be provided by the responsible party or your own personal auto insurance. Also see Damage Coverage Policies, Terms, & Claim Processing.
Whose insurance will cover an accident or damage if my friends or family drive my car?
If you have booked an owner trip, your personal auto insurance will be responsible for any accidents or damage, regardless of the driver. Also see How Insurance Works.
I need auto insurance that allows car sharing. Who do you recommend?
We recommend speaking directly with your insurance carrier or broker to make sure car sharing is allowed with your auto policy. In most cases, commercial insurance is not required since protection is provided through the marketplace during the rental. Also see How Insurance Works.
What if my car is deemed a total loss?
The point in which a car is deemed a total loss and we've received final determination documentation from the underwriter, Hassle-Free Car will immediately terminate your management agreement and waive the 30 day cancellation requirement. It will then be your responsibility as the owner to take over the claim and negotiate/accept the total loss offer from insurance. Our team cannot negotiate total loss settlements on your behalf and will allow you to take over handling the claim with insurance at that point. Also see Damage Coverage Policies, Terms, & Claim Processing.
What happens if my car is impounded on a trip?
Our team will handle having the vehicle released, including collecting needed documentation, roadside, etc. The only thing you may need to provide is a Power of Attorney, but the need for this is rare. Also see My Car Has Been Towed/Impounded, Now What?
Does HFC handle all types of claims, including wear and tear?
We will handle the portion of the claim that involved repairing the vehicle for all claimable damage items, except for wear and tear. If you have chosen a protection plan that includes wear and tear, you can work with the marketplace directly for that portion of the coverage. Also see Damage Coverage Policies, Terms, & Claim Processing.
Is loss of income or diminished value included?
Loss of income and diminished protection is not included for any vehicle regardless of plans you have selected. If you have chosen a protection plan that includes these items, you can work with the marketplace directly for coverage. Also see Damage Coverage Policies, Terms, & Claim Processing.
What if my marketplace plan has a deductible?
Protection provided by Hassle-Free Car, including if our team damages your vehicle, will never be greater than the protection plan you have selected in the marketplace. For example with Turo, if your protection plan has a $3000/20% deductible (85% plan), Hassle-Free Car will apply that same deductible to any claims paid out by itself. Also see Damage Coverage Policies, Terms, & Claim Processing.
Where does the insurance money go and who pays the repair shop?
For all vehicles that include claims management, all insurance funds paid out for a claim need to be received by Hassle-Free Car. We then hold those funds in escrow on your behalf to be paid to the shop when the repairs are completed. If you accept funds sent by the marketplace, we will bill you for those funds and may need to delay repairs until we have those funds held in escrow. Also see Damage Coverage Policies, Terms, & Claim Processing and Body Damage Claims Process.
What are the insurance options for guests?
Each marketplace provides different protection plan options that vary in price and are purchased at the time of the reservation being made. Guests also have the ability to decline a protection plan and utilize their owner auto insurance. Also see How Insurance Works.
What if my guest doesn't have insurance?
This isn't something we ever have knowledge of or need to be worried about. The marketplace provides protection for your car regardless of what the guest has. Also see How Insurance Works.
I have commercial rental insurance. Can you use that for my guest's?
At this time, we do not support the management of claims and cannot facilitate the necessary paperwork to utilize a commercial plan on the marketplace in a way that would replace marketplace protection plans. For example with Turo, we cannot facilitate what's needed for your vehicle to be listed on the 90% plan. Also see Damage Coverage Policies, Terms, & Claim Processing and How Insurance Works.
If I want to have a claim handled through my guest's insurance, my guest wants to reimburse me for the damage directly, or I want to use my own auto insurance. Can you facilitate that for me?
We do not handle claims that are not handled through the marketplace at this time. If you would like to do something other than go through marketplace claims, you'll need to facilitate the claim yourself and we will close it in our system. We can only provide photos to you for the claim and provide shop transportation at the time of repair. Also see Damage Coverage Policies, Terms, & Claim Processing.
What if I don't want to repair the damage?
If the damage is quite minor and wouldn't affect your guest's experience, you do have the option to cash out the insurance funds and not repair the vehicle. However, Hassle-Free Car does reserve the right to require that your vehicle be repaired if we believe the damage sustained will negatively affect your future guest's experiences. Also see Damage Coverage Policies, Terms, & Claim Processing.
Maintenance & Service
What happens when my vehicle needs to be serviced?
We bring vendors to our facility to perform routine maintenance unless you request that your vehicle be taken to a specific shop each time. If your vehicle needs something specific that needs to go to a shop for, we will take it to one of our partner shops be default and you'll receive notices by email along the way. Also see Service and Maintenance Policies.
Do you contact me to approve service?
For any repairs under $500 that need to be done for the safety or function of the vehicle, we will automatically approve the work to be completed. Anything at or above $500 will be sent to you by email for approval if you are responsible for the repair costs. Also see Service and Maintenance Policies.
Do you take care of oil changes and tire rotations?
Oil changes, tire rotations, and vehicle inspections are all performed on-site at mileage intervals set by you. To have your maintenance intervals changed, please simply contact us. If you'd prefer to have your vehicle go to a specific shop or dealership for regular maintenance, let us know and we can setup an override in our system. Remember that you will be responsible for transportation costs of your vehicle to and from that shop. We also can't have a team member wait at the shop for the service to be done, so it will need to be dropped off and then picked up within the next 1-2 days. Also see Service and Maintenance Policies.
Will you let me know when my tires need to be replaced?
We certainly will! We'll also send you quotes for new tires and can handle the replacement on-site or at a local shop. If the tires are purchased through us, we will not charge for shop transport fees even if the tires aren't swapped on-site. Also see Tire & Tread Depth Policies.
What happens if my car breaks down on a trip?
We will work with the guest and the marketplace to have the vehicle towed back to us or to a shop. Also see Roadside Assistance Policies & Procedures.
Are there costs to transport my vehicle to and from shops?
Typically, yes. Transport fees are charged to you as the owner and are typically not reimbursable by the marketplace or by any insurance. The cost will vary by how far the shop is from the facility your vehicle is managed at.
Is any maintenance done on-site?
Yes! We perform most routine maintenance on-site to minimize your vehicle's down time.
Who pays for the maintenance of my vehicle?
You as the vehicle owner are always responsible for all maintenance costs for your vehicle. The only exception to this would be if the repairs are claimable damage and can be covered through an insurance claim.
If I want to do some of my maintenance, can I do that at the HFC facility?
At this time we do not allow for any maintenance to be done at our facility by you as the owner or by any vendor that isn't directly contracted through Hassle-Free Car.
Billing & Payments
How do I get paid for my trip earnings?
If your vehicle is on your own marketplace account you will be paid directly by them based on their policies. If your vehicle is on Revenue Share, we will send your earnings to you within the first week of every month for the prior month. This is always done by direct deposit. For more info about this and to update your depository bank account, see Additional Terms & Policies - Revenue Share.
How do you charge guest's fuel, tolls, etc?
If your vehicle is on revenue share, we will be reimbursed directly from the guest. For all other plans, we will request reimbursement on your behalf, so long as your plan includes this, and we will bill you directly after the fact. For more info about this process, see Billing Policies & Procedures - Hassle-Free Managed and Billing Policies & Procedures - Economy Managed & On-Demand Valet.
How do tolls work?
Revenue Share and Hassle-Free Managed vehicles are placed onto our corporate toll accounts so we will pay for tolls directly and we'll submit reimbursement for those tolls on your behalf. All Economy and On-Demand vehicles must have a toll transponder and they will be tied to your own toll account.
Where can I see all of my billing information?
Each owner has a billing account that can be access at hfcbilling.com.
What can I use to pay my invoices with HFC?
Every account is required to have a credit card on file. To avoid 3% fees for any direct reimbursement items, you may also place a bank account on file. See How to Update Your Credit Card on File.
About Hassle-Free Car (HFC)
How do I get in touch with the HFC team?
Our primary methods of communication are SMS/Text 720.606.6895, chat on our website, and email firstname.lastname@example.org. If required, you can also request a call from our team through any of the aforementioned methods. Also see Contact Info, Locations, & Operating Hours.
When is the HFC team available?
Our team is available 24/7/365.
Where is Hassle-Free Car located?
Our corporate office in downtown Denver and our vehicle management facility is by Denver International Airport. Also see Contact Info, Locations, & Operating Hours.
What kind of security do you have at the parking facility?
The facility is full fenced/walled, is staffed 24/7/365, has well over 100 cameras, and keys are kept by multiple locks and keys at all times.
When policy or process changes are made, will you notify me?
We will email you with any changes that we feel are important for you to know.
Do you have a help center with more information?
We have a wealth of information available to you in our help center at help.hasslefreecar.com.