When your car is backed by roadside support, renters feel confident, and you reduce friction in managing breakdowns.
Roadside Assistance for Hosts
When your car is backed by roadside support, renters feel confident, and you reduce friction in managing breakdowns.
Roadside assistance helps protect your asset and reputation by providing professional support when guests encounter vehicle issues during their rental period.
Why It Matters
When your car is backed by roadside support, renters feel confident, and you reduce friction in managing breakdowns. It helps protect your asset and reputation.
Cost
Upcar covers the cost of dispatching help to your vehicle's location. Depending on the situation and the services provided, you may be responsible for a flat roadside service fee. This fee protects you from unpredictable costs from third-party providers, such as charges for fuel, materials, labor, or mileage.
If roadside assistance is needed because the vehicle was mechanically unsound or not properly maintained, we'll charge a violation fee.
If a tow is required due to an accident, you won't be charged for towing unless we determine that you violated an Upcar policy. In that case, you'll be responsible for the full cost of the roadside service and any additional fees related to the policy violation.
We may also charge the guest if the need for service arose from carelessness, misuse, or an Upcar policy violation.
What the Program Covers
The roadside assistance program includes:
Flat tire assistance (mounting, patching, or changing a spare)
Battery jumpstarts
Lockout / key retrieval
Fuel delivery (emergency amount)
Towing (within a set distance) if the vehicle is undrivable
Note: You remain responsible for standard maintenance, inspections, and ensuring the vehicle meets eligibility criteria.
What Happens During a Guest Incident
Here's the process when a guest needs roadside assistance:
1.
Guest requests help
The platform triggers a dispatch with a partner roadside provider.
2.
You may be contacted
The provider or platform may need info or coordination—like accessing a spare key or entering a locked property.
3.
Provider performs service
The guest is assisted. You don't need to find a vendor yourself.
4.
Cost reconciliation
Standard services are covered under your plan. If extra charges arise (e.g. towing beyond the distance limit, parts, repeat calls), those might come out of your payout or be billed to you—always with documentation and transparency.
Your Responsibilities
To keep the plan valid and ensure smooth operations:
Maintain your vehicle. Keep tires, battery, brakes, fluids, and essential systems in good shape.
Provide the spare / tools. If required under the plan, make sure a usable spare, jack, lug wrench, etc., are available.
Offer a backup key or access method. In lockout cases, a second key or override helps reduce delays.
Comply with safety/inspection standards. Make sure the car meets the platform's criteria at all times.
Note: If the vehicle is in disrepair or missing required parts/tools, coverage may be denied and costs become your responsibility.
What to Do After an Incident
Follow these steps after a roadside assistance incident:
Review the provider's service report
Inspect your vehicle for any latent damage
Handle cost deductions or invoices for extra service fees
If the incident uncovers maintenance needs (e.g. worn tire), schedule repairs before your next trip
Exclusions & Limitations
Roadside Assistance will not cover:
Damage from abuse, off-road use, or misuse
Failures due to neglect (e.g. severely worn tires not replaced)
Modifications outside factory specs
Service requests outside the program's geographic area
Costs beyond thresholds (e.g. towing beyond set distance, major parts)
Note: Stay within plan limits and always maintain the car properly.
Best Practices for Owners
To minimize roadside assistance incidents and maintain your vehicle:
Conduct regular inspections and maintenance
Replace worrying components before they fail (tires, battery, etc.)
Walk renters through how to use the spare, where tools are, and what to do if something fails
Be responsive—if a provider or guest needs info, reply quickly
Monitor roadside incidents to spot patterns and fix root causes
Pro Tip: Regular maintenance not only prevents roadside assistance calls but also extends your vehicle's life and maintains its value. A well-maintained vehicle also receives better guest reviews.
*Remember: Prevention is always better than reaction. Regular maintenance saves money and ensures guest satisfaction.*
