Book Ahead Troubleshooting and FAQ
Use this guide when a rider has a question about a Book Ahead reservation before pickup, during pickup, or after cancellation.
My pickup time is here and no vehicle is assigned yet
For a model booking, the exact physical vehicle may be assigned after the reservation is created. Operators often wait until closer to pickup so they can choose a charged, inspected, and staged unit.
If your pickup window is open and no vehicle is assigned:
- Open the reservation detail screen and refresh.
- Check for a vehicle assignment notification.
- Contact support from the app or ask on-site staff at the pickup location.
- Do not start a walk-up ride as a replacement unless support tells you to.
Support can check the assignment queue, assign an eligible vehicle, or coordinate a replacement if the reserved model is not ready.
I am running late to pickup
The self-service check-in window opens 15 minutes before scheduled pickup and closes 60 minutes after scheduled pickup.
| Time | What Happens |
|---|---|
| More than 15 minutes early | Check-in is not available yet |
| 15 minutes before pickup through 60 minutes after pickup | Check-in is available if the vehicle is assigned |
| More than 60 minutes after pickup | Check-in expires and the reservation may be marked no-show |
If you know you will be late, contact support before the 60-minute window closes. Operators may be able to help, but availability is not guaranteed after the pickup window expires.
What happens if I miss pickup?
If you do not check in within the pickup window, the reservation can be marked No Show. When that happens:
- Assigned vehicles are released.
- The booking is no longer available for self-service pickup.
- The booking deposit remains non-refundable for model reservations.
- You may need to create a new booking for a later time.
Can I extend my booking mid-rental?
There is no guaranteed self-service extension for an active Book Ahead model rental.
Before pickup, support or the app may allow changes to pickup or return times while the reservation is still pending or confirmed, as long as availability still allows the new window.
After check-in, contact support before your scheduled return time if you need more time. Operators must confirm that the extension will not block another reservation. If the same vehicle is needed for the next booking, you may be asked to return on time or switch vehicles.
The vehicle will not unlock at pickup
If the assigned vehicle will not unlock:
- Stay at the pickup location.
- Do not force the lock or attempt repairs.
- Contact support or on-site staff.
- Ask support to retry unlock, inspect the vehicle, or assign a replacement.
If the failure is caused by the vehicle, lock, IoT device, or operator assignment, the booking deposit should not be forfeited for that failure. Support can review the reservation and apply the appropriate refund, credit, or replacement workflow.
Automatic rollback
If unlock fails during check-in, the system rolls back reservation and ride state so the booking is not left as an active ride that never started.
How cancellation math works
For Book Ahead model reservations, the booking deposit is treated as non-refundable.
The cancellation fee is calculated as:
Cancellation fee = max(non-refundable booking deposit, configured cancellation fee)
Eligible refund = max(0, amount paid - cancellation fee)
Within the free cancellation window, the configured cancellation fee may be zero, but the non-refundable booking deposit still applies for model bookings.
After the free cancellation window, the configured cancellation fee is usually a percentage of the booking base cost. If that amount is greater than the booking deposit, the larger fee applies.
Cancellation examples
Assume a $100 booking with a $20 non-refundable booking deposit and a 25% late cancellation fee.
| Scenario | Fee Math | Result |
|---|---|---|
| Cancel inside free window | max($20 deposit, $0 fee) | $20 cancellation fee |
| Cancel after free window | max($20 deposit, $25 fee) | $25 cancellation fee |
| Cancel after free window with only $20 paid | $25 fee, but only $20 was collected upfront | No automatic extra charge at cancellation; balance due is cleared in the current cancellation flow |
Most Book Ahead model bookings only collect the booking deposit upfront. That means the eligible automatic refund is usually $0 unless an operator has collected more than the cancellation fee.
I was charged the booking deposit but cancelled
For model reservations, the booking deposit is non-refundable. Cancelling the reservation does not automatically return that deposit.
If support approves a goodwill refund or determines the cancellation was caused by an operator, vehicle, or platform issue, refund timing depends on the payment method and card network. Card refunds commonly take several business days after they are issued.
I cancelled but still see the charge on my bank account
If the charge is the Book Ahead booking deposit, it may remain because the deposit is non-refundable. If support issued a refund, your bank may continue showing the original charge until the refund settles.
Contact support with:
- Reservation number.
- Cancellation time.
- Last four digits of the payment card.
- A screenshot of the charge if available.
The app says no models are available
Try:
- Choosing a different pickup location.
- Choosing a different pickup or return time.
- Reducing quantity.
- Selecting a different vehicle type if the app was filtered.
If the model should be available, support can ask an operator to check reservation locations, model caps, pricing tiers, and existing overlapping bookings.
I booked multiple vehicles. Why can't I check in myself?
Multi-unit model bookings are operator-assisted. An operator needs to stage and hand off each assigned vehicle, confirm the group is present, and resolve any last-minute vehicle swaps.