Frequently Asked Questions

  1. Will the dealer pick me up?
    1. The dealer is not obliged to offer drop off and pick up services. It’s in your best interest to arrange transportation to and from the dealership. Shuttle service may be available but check with dealer for availability for drop offs at end of the rental.
  2. How can I change my email if I don’t know my password?
    1. Your email address is your unique username and cannot be changed.  If you have forgotten your password, please use the ‘forgot password’ link on sign-in screen or send us a note at hyundaiforhire@scotiabank.com and we shall be happy to assist you.
  3. How can I change the email address for my account?
    1. You will not be able to change your email and user name. You will need to reregister a new login and email.
  4. What do I do if I have an accident? After hours?
    1. Contact your dealer and report the accident.
    2. Complete the HYUNDAI FOR HIRE VEHICLE ACCIDENT REPORT Located in the glove box.
  5. Who do I call if the vehicle won’t start?
    1. Contact Roadside Assistance at 1-800-268-9958 or refer to website:

      https://www.hyundaicanada.com/en/owners-section/roadside-assistance

  6. Do I need to fill the gas tank before I return the vehicle?
    1. Yes, please return the vehicle with the same level of gas as when you picked it up.
      If the vehicle is not returned with a full take of fuel, the amount of the fuel plus a $25 service fee will be charged to the customer.
  7. Do I have to clean the vehicle before I return it?
    1. Cleaning is not required for normal usage. Please note, customers will be assessed an additional charge if the vehicle's interior has excessive stains, dirt, pet hair or soilage attributable to the renter’s use, in order to return the vehicle to its original state.
  8. Can someone else drive my vehicle?
    1. No, unless the driver is listed/added on the contract at the time of rental.
  9. Can I take my vehicle to the US?
    1. Yes, the vehicle can be driven anywhere in the continental U.S. and Canada but must be returned to the original rental dealership. Note: Vehicles may not be driven into Mexico.
  10. Can I return my vehicle early?
    1. Yes
      1. If you return the Vehicle early with two (2) full days notice or less, you will not be eligible for any refund.
      2. If you provide more than two (2) full days but less than or equal to seven (7) full days notice, you will receive a refund equal to ½ the applicable daily rental rate multiplied by the number of days remaining in the Term at the time you return the Vehicle.
      3. If you provide more than seven (7) full days notice, you will receive a refund equal to the full applicable daily rental rate multiplied by the number of days remaining in the Term at the time you return the Vehicle.
  11. Can I keep my vehicle longer than 21 days?
    1. No, you must return the vehicle on or before the end of the stated rental period. You are welcome to rent another vehicle once your original rental period has ended but the vehicle must be returned and a new rental booking and agreement completed.
  12. Do I have to return my vehicle to the same dealer?
    1. Yes, the vehicle must be returned to the same dealership where it was originally rented.
  13. How do I get a copy of my receipt?
    1. A copy of your receipt will be emailed to you after you complete the booking. If there are any additional charges (e.g. excess kilometres, unreported damage, cleaning fees, etc.) after the vehicle is returned, you will be emailed an updated invoice.
  14. Can I get a refund? What is the refund policy?
    1. Please view the refund policy here:
      1. Refunds for Cancellations (i.e., before Vehicle pickup). You can choose to cancel your reservation at any time prior to Vehicle pickup, but depending on the circumstances, you may not be entitled to a full refund:
      2. If you are asking to cancel your reservation at least seven (7) full days prior to the scheduled Vehicle pickup, you will still be entitled to a full refund of your deposit;
      3. If you are asking to cancel your reservation between two (2) and seven (7) full days prior to the scheduled Vehicle pickup, you will only be entitled to a refund of ¾ of your deposit;
      4. If you are asking to cancel your reservation less than two (2) full days prior to the scheduled Vehicle pickup, you will only be entitled to a refund of 2/3 of your deposit; and
      5. If you are asking to cancel your reservation at Vehicle pickup, you will only be entitled to a refund of ½ of your deposit.
  15. Who do I contact if I left personal items/belongings in the vehicle?
    1. Please contact the dealer where you picked up the vehicle.
  16. How can I pay?
    1. All payments are collected when the booking is finalized. All payments must be made by credit card (Visa, MC, AMEX, Diner’s Club are accepted). Pre-paid/debit credit cards and debit cards are not accepted.
  17. Can you accommodate someone with a physical disability?
    1. We do not have any mobility vehicles available for rental to accommodate physically disabled persons.
  18. Where can I change my reservation?
    1. All changes to reservations should be made via the website where you originally booked your vehicle.
  19. Can I return my vehicle after hours?
    1. No, because a post-rental inspection is required at the time the vehicle is returned.
  20. My return is due but I’m out of town; what are my options?
    1. The vehicle must be returned by the rental due date but if you encounter any extenuating circumstances delaying your rental return, please contact the dealership immediately to make arrangements.
  21. Are pets allowed in the vehicle?
    1. Yes, but customers will be assessed an additional charge if the vehicle's interior has excessive stains, dirt, pet hair or soilage attributable to the renter’s use.
  22. Can I smoke in the vehicle?
    1. To help ensure that our vehicles look and smell fresh, we ask all customers to refrain from any type of smoking (pipe, cigarette, cigar) in the vehicle. If any vehicle smells of smoke when it is returned, customers will be assessed an additional charge – just as they would if the vehicle's interior had excessive stains, dirt, pet hair or soilage attributable to the renter’s use, in order to return the vehicle to its original state.
  23. Is the insurance coverage optional?
    1. No, insurance is included in the rental and may not be replaced by insurance coverage provided by your credit card or available under your own personal vehicle insurance policy.