General FAQs

Payments

When does the Borrower get charged for their reservation?

The Borrower is charged once they have requested a reservation. If the reservation is denied, the $ will be refunded back into the borrower’s account within 5-7 days, unless they used a promo code.

When and How do I get paid?

Fluid pay periods are from Monday through Sunday, and then are sent to you the following Wednesday.

To receive payments for your reservations, you must enter a debit card into the payment section, which can be found under the “Payment” section of the menu.

If you ever have any questions or concerns, please reach out to customer care!

Does Fluid have a cancellation fee?

Yes, we charge 10% of the estimated reservation total to the borrower if the reservation is cancelled less than 24 hours before the reservation. If the reservation was made less than 24 hours in advance, they have a 30 minute buffer to cancel.

What is Fluid's transaction fee?

Fluid takes a 20 % transaction fee from every Lenders reservation. This fee covers insurance (insuring all items up to a million dollars), along with credit card processing fees and other Fluid services.

I.e. Sam lends out his camera for $10 a day. Frank borrows Sam’s camera for 2 days totaling the reservation to be $20. Frank pays $20, Sam receives $16 into his payment account and Fluid receives $4 for the transaction fee.

Do I have to pay a deposit to rent something?

For vehicles, there is a $150 refundable deposit for first time vehicle borrowers. After your first vehicle reservation, your deposit will change (or go away) depend on your rating.

For all other items, there is no deposit required.

After the reservation is completed, the deposit refund will be initiated 72 hours after the end time, if the vehicle is in its original condition. Please allow up to 5 days for the deposit to post to your account.

General Questions

Ratings

Our two-way rating system helps ensure the safety and comfort of our Fluid community.

At the end of the reservation/share, the Borrower and Sharer are prompted to rate each other on a scale of 1-5 stars, 5 being the best!

The Borrower will also be prompted to rate the quality of the item borrowed, also on a scale of 1-5, 5 being the best!

What is NOT allowed to be shared?

Fluid users may not post or transmit any unlawful, threatening, abusive, libelous, defamatory, obscene, vulgar, indecent, inflammatory, sexually explicit, pornographic or profane material. Guns/Firearms or any weapons are also not allowed.

Is there an age requirement to be a Borrower or a Lender?

Yes! You must be 18 years of age to be a Lender or a Borrower for non-vehicles. To be a vehicle Lender or Borrower, you must be 21 year of age.

Why do you need so much payment information from me as a Lender?

We partner with Stripe to process our payments, and they ask for a bit of information to validate accounts to receive payments. This information is required for Stripe to verify your account. In addition, Stripe asks for your SSN to send you a 1099 if you have made more than a certain amount of money on Fluid.

 

What if an item is never returned?

If you are the Lender / Item Owner:

1. First, contact customer care right away at customercare@fluidmarket.com!

We will reach out to the Borrower through every avenue that we have and do our very best to get your item back safely to you. We will then have you file a claim with details about the reservation and item.

2. Your item is insured!

We will replace your item at the same retail value it’s worth.


We will look into the claim and once we’ve verified that the item was borrowed and not returned, our goal is to replace the item as soon as possible. 

Reservation Issues

What happens if my item was damaged/broken?

First, please email customercare@fluidmarket.com and we will respond within 24 hours.

Ideally, you and the Borrower work something out, as neighbors should, but if you can’t come to an agreement please contact us right away. We’ll investigate the situation with both parties, and will ask both sides to file claims. If the Borrower is at fault, we will reimburse you for any repairs you need, or if it’s beyond repair we will replace your item completely.

What if the borrower is late in returning my item?

The Borrower should contact the Lender right away to let them know the item will be returned late!

The Borrower has a 15 minute grace period to return the item without being charged. If it isn’t returned after the 15 minute grace period, the Borrower could be charged the next lowest rate of the item until it’s returned.

Please be mindful that the owner may have other reservations scheduled after yours so it’s important that we respect each others time.

What if my reservation begins soon, and the Lender hasn't confirmed?

If you submitted a reservation request and the Lender still hasn’t confirmed, the reservation will automatically be denied an hour before the reservation start time. That way, you won’t be left hanging until the last minute!

What if I have to make a last minute reservation?

Sometimes, last minute reservations work out great. To increase your chance of a confirmed reservation, try your best to find an item with Instabook!

If you’re unable to find an Instabook item and need an item immediately, please make sure you have a backup and understand that people may not be available with short notice!

What if I want to extend a reservation?

*Note – You can only extend a reservation if the reservation is still active, and if there is nobody ahead of you for that item*

If you want to extend the reservation, go into the Reservation Manager, choose the reservation you would like to extend, scroll to the bottom and press the “Extend Reservation” Button.

Then, end the current reservation you have and start the new reservation.

What happens if someone is a No-Show?

First, please contact customer support. We understand that life happens and reservations sometimes don’t work out, but communication is key and we’d love to find the borrower an alternate item!

If someone doesn’t show up to pick up the item, they will be charged the full amount of the reservation that was scheduled.

Alternately, if the Lender does not show up to give you the item, they will be charged the cancellation fee and you won’t be charged for the reservation.

 

Contact Us

Email us here!

For all Fluid-related questions (including business inquiries, payment issues or general questions), email us at customercare@fluidmarket.com!

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