Frequently Asked Questions
Payment, Deposit & Fees
What payment methods do you accept?
We accept credit cards for online checkout. For direct bookings, we also accept ACH, credit card, Venmo, and Zelle for your convenience.
When is payment due?
Full payment is required at online checkout to confirm your reservation. For direct bookings, payment should be completed within 24 hours to secure availability.
Is a security deposit required and when is it refunded?
Yes, a refundable $100 security deposit is required before delivery. The deposit is typically refunded within 48 hours after your rental is returned, as long as everything is returned on time, in good condition, and without any issues.
What does the security deposit cover?
The deposit helps cover any unexpected situations such as damages, missing items, excessive cleaning, or late returns. Most rentals are returned without any issues, and the full deposit is refunded.
Do you charge a cleaning fee?
Basic cleaning is included. If items are returned with excessive dirt, stains, pet hair, odors, or smoke, a minimum $100 cleaning fee may apply.
What happens if there is damage or missing items?
If something is damaged or missing during your rental, we’ll work with you to resolve it fairly. Charges may apply based on repair or replacement costs.
Reservation & Modification
How do I make a reservation?
You can book directly online for a quick and easy checkout, or contact us if you’d like a quote or help planning your rental.
How long are quotes valid?
Quotes are valid for up to 7 days. Availability is only secured once payment is completed and your reservation is confirmed.
What information or requirements are needed to reserve a rental?
All reservations require a valid photo ID, and renters must be 18 or older.
Vehicle rentals also require a valid driver’s license and proof of insurance.
When is my reservation confirmed?
Your reservation is confirmed once payment is completed and required documents are submitted and approved.
Can I modify or change my reservation?
Yes, you can request changes by contacting us at least 24 hours before your trip start or end time. All changes are subject to availability. Requests made within 24 hours may incur a $20 late modification fee.
Can I schedule delivery or pickup on a different day for certain items? is FAQ?
If you need items delivered or picked up on different days, a separate reservation is required for those items to ensure proper scheduling and availability.
Delivery & Pickup
Where do you deliver?
We deliver within a 25-mile radius of South San Diego (Chula Vista), including airports, hotels, homes, and event locations. Extended delivery up to 40 miles may be available for an additional fee.
How does delivery and pickup work?
We deliver your rental to your selected location based on your chosen delivery method and instructions. Once your rental period ends, we return to pick up the items — no need for you to drop anything off.
What are the delivery options and timing windows?
We offer three delivery options based on your schedule:
Priority Delivery
Delivery and pickup are scheduled at or very close to your selected time.
Standard Delivery
Delivery may arrive up to 1 hour before your selected time, and pickup may occur up to 1 hour after your trip ends.
Flex Delivery
Delivery may arrive up to 4 hours before your selected time, and pickup may occur up to 4 hours after your trip ends.
Will I be notified before delivery?
Yes, all deliveries are coordinated in advance, and you will receive a notification before arrival with an estimated delivery time.
What if I’m not available at the delivery time?
We recommend being available during your selected delivery window. If you’re unable to be present, you can provide special instructions for drop-off, such as a front door, side gate, or hotel lobby — just be sure to give clear and accurate details. A 15-minute grace period is included; after that, a $1 per minute waiting fee may apply (up to 15 minutes). If we are unable to complete delivery within 30 minutes, the reservation may need to be rescheduled and an additional delivery fee may apply.
How does airport delivery work?
We deliver to San Diego International Airport (SAN) and Cross Border Xpress (CBX). For vehicle rentals, the car will be parked in a designated parking area, and detailed pickup instructions will be provided before your scheduled pickup time. Renters are responsible for any parking fees upon exit. For gear-only rentals, we will meet you at a coordinated location for handoff.
How do I document item condition or report damage at delivery?
Photos of your rental items will be provided before delivery to confirm their condition. Please take a moment to inspect each item upon delivery and make sure everything matches the provided photos. If you notice any damage or missing items at delivery or within 24 hours, please take photos and notify us before use. The same applies at return — please document any new damage with photos if it occurs during your rental.
What if something isn’t working during my rental?
If you experience any issues, please contact us and we’ll help troubleshoot the problem. If it can’t be resolved, we’ll do our best to replace the item if you’re within our service area. If a replacement isn’t possible, we’ll work with you on a fair partial refund for any inconvenience caused.
Insurance & Liability
Is insurance required for vehicle rentals?
Yes. Vehicle rentals require proof of valid U.S. auto insurance that includes rental coverage. We recommend checking with your insurance provider to confirm your coverage. If you do not have qualifying coverage, you will need to purchase a policy through our insurance partner (Bonzah.com) before your trip begins. At minimum, Collision Damage Waiver (CDW) coverage is required. Proof of coverage must be provided prior to vehicle release.
Is insurance required for equipment or gear rentals?
Insurance is not required for gear and equipment, but you are responsible for the care and safe use of all rented items.
What happens if there is an accident or incident?
If an accident, damage, or loss occurs during your rental period, you are responsible for the rented item. RidePal Rentals is not liable for any injuries, damages, or losses that occur during use. For vehicle-related incidents, claims must be handled through your insurance provider, and a police report may be required for major accidents. Please notify us as soon as possible so we can assist you through the process.
What is the process if there is a claim or damage to equipment?
If equipment is damaged, we will inspect and test the item to determine the repair cost. Normal wear and tear, including minor use and light scratches, is expected and not charged. Your security deposit will be applied first toward any applicable charges. If the item cannot be repaired or the deposit does not cover the full cost, an additional invoice will be issued for the remaining balance. For vehicle-related incidents, a police report may be required, and claims must be handled through your insurance provider. We will always provide a clear breakdown of costs before any charges are processed.
What am I responsible for during the rental?
You are responsible for any damage, loss, or misuse of the rental items during your rental period. We ask that all items are used safely and as intended.
Can other people use the rental items?
For vehicles, only approved and authorized drivers may operate the vehicle. Any additional driver must provide a valid driver’s license and proof of insurance and be approved in the rental agreement. For all other equipment, you are free to allow others to use the items at your discretion, as long as they are used safely and responsibly.
Still Have Questions? Let’s Talk.
