FAQs
General FAQs
In order to provide a safe, secure environment for your financial information and other sensitive data, Towlos currently uses Stripe. Although Stripe is more expensive than other platforms that process financial transactions, we liked their approach to cybersecurity and data protection. Companies such as Amazon, Lyft, Instacart, Salesforce, and Shopify use Stripe.
For more information, visit their Privacy Center at: https://stripe.com/privacy-center/legal
For more information, visit their Privacy Center at: https://stripe.com/privacy-center/legal
You will see the refund as a credit approximately 5-10 business days later, depending upon the bank. Refunds can’t be canceled after they’re issued. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded.
Refunds can only be sent back to the original payment method used in a charge. It’s not possible to send a refund to a different destination (for example, another card or bank account). Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (for example, check or bank account deposit). In rare cases, a refund back to a card may fail.
Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit isn’t issued.
You can also find frequently asked questions (FAQs) for Refunds with Stripe in the Refunds FAQ.
Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit isn’t issued.
You can also find frequently asked questions (FAQs) for Refunds with Stripe in the Refunds FAQ.
When a rental is booked more than 24 hours before a trip starts:
If a guest wants to cancel a booked trip, we encourage them to log on to their account, and cancel their booking as soon as possible. Guests may cancel free of charge up to 24 hours before their trip starts, and will receive a full refund. If a guest fails to cancel 24 hours before their trip starts, or fails to show up for pick up, the full trip cost is charged to the guest.
The host has up to 5 days after a booking is requested or 24 hours before the trip starts (whichever occurs sooner) to approve the booking request. If they fail to approve, the booking is automatically canceled and the guest will receive a full refund. If the host fails to show up for pick up, the guest is eligible to receive a full refund.
When a rental is booked less than 24 hours before a trip starts:
Guests who book within 24 hours of their trip have up to 1 hour after booking to cancel and receive a full refund. If a booking is placed within the 24 window before their trip starts, and the guest fails to cancel within 1 hour, the full trip cost is charged to the guest.
For booking requests within 24 hours of trip start, the host has up to 6 hours after the booking request is made to approve the booking request. If they fail to approve, the booking is automatically canceled and the guest will receive a full refund.
If a guest wants to cancel a booked trip, we encourage them to log on to their account, and cancel their booking as soon as possible. Guests may cancel free of charge up to 24 hours before their trip starts, and will receive a full refund. If a guest fails to cancel 24 hours before their trip starts, or fails to show up for pick up, the full trip cost is charged to the guest.
The host has up to 5 days after a booking is requested or 24 hours before the trip starts (whichever occurs sooner) to approve the booking request. If they fail to approve, the booking is automatically canceled and the guest will receive a full refund. If the host fails to show up for pick up, the guest is eligible to receive a full refund.
When a rental is booked less than 24 hours before a trip starts:
Guests who book within 24 hours of their trip have up to 1 hour after booking to cancel and receive a full refund. If a booking is placed within the 24 window before their trip starts, and the guest fails to cancel within 1 hour, the full trip cost is charged to the guest.
For booking requests within 24 hours of trip start, the host has up to 6 hours after the booking request is made to approve the booking request. If they fail to approve, the booking is automatically canceled and the guest will receive a full refund.
Guests FAQs
We are working on being able to offer intuitive, supplemental insurance options for both the trailer Owner (Host) and the trailer Renter (Guest). A few options at this time:
Trailer Protection for Guests:
1) Important! As defined in Section 7: Specific Terms For Guests (https://towlos.com/terms-conditions), the Guest bears full financial responsibility for any physical damage or loss to the trailer while they were renting it. If this occurs, either party can initiate a dispute via the Towlos website in the event they are unable to come to a mutual agreement.
2) Almost without exception, the towing vehicle’s insurance covers the liability costs when the trailer causes 3rd party property damage and/or bodily injury, but does not cover the contents being hauled or damage to the trailer. We encourage you as the Guest to confirm that the auto insurance on your towing vehicle is current and satisfactory, and verify that with your Host.
3) Damage Deposit for Added Security:
Towlos recommends Hosts set a deposit amount of their choice to add an extra layer of security for their trailer in the event the trailer is damaged while rented. Hosts can determine the deposit amount based on the trailer's value, length of rental, and the potential risks associated with the rental.
Setting a Damage Deposit helps protect Hosts in the event of any unforeseen damages or breaches of the rental agreement. Hosts should communicate the deposit amount clearly to Guests both in the description of their trailer AND during the booking process to ensure mutual understanding and compliance.
Deposits provide peace of mind for Hosts while also promoting responsible renting behavior among Guests. Hosts can manage deposit details through the Towlos platform, enhancing the overall safety, security, and success of the trailer-sharing experience.
4) As a Guest, we strongly encourage you to purchase specific trailer insurance for the effective dates of your trip. This will cover you should you cause any damage to the trailer you rented. This is often inexpensive. Typically, you would call your auto insurance agent, and need to provide the following information:
a) Year, Make, Model of your trailer
b) Last 6 digits of the VIN
c) Value of your trailer (both new and current condition)
Good rule of thumb: If something has a serial number or a VIN (e.g. golf cart, ATV, car, boat, trailer, etc.), it needs to be insured with its own policy. If it is property being transported (e.g. fridge, tools, furniture, or a grill), those items would likely be covered through a home insurance policy.
Trailer Protection for Guests:
1) Important! As defined in Section 7: Specific Terms For Guests (https://towlos.com/terms-conditions), the Guest bears full financial responsibility for any physical damage or loss to the trailer while they were renting it. If this occurs, either party can initiate a dispute via the Towlos website in the event they are unable to come to a mutual agreement.
2) Almost without exception, the towing vehicle’s insurance covers the liability costs when the trailer causes 3rd party property damage and/or bodily injury, but does not cover the contents being hauled or damage to the trailer. We encourage you as the Guest to confirm that the auto insurance on your towing vehicle is current and satisfactory, and verify that with your Host.
3) Damage Deposit for Added Security:
Towlos recommends Hosts set a deposit amount of their choice to add an extra layer of security for their trailer in the event the trailer is damaged while rented. Hosts can determine the deposit amount based on the trailer's value, length of rental, and the potential risks associated with the rental.
Setting a Damage Deposit helps protect Hosts in the event of any unforeseen damages or breaches of the rental agreement. Hosts should communicate the deposit amount clearly to Guests both in the description of their trailer AND during the booking process to ensure mutual understanding and compliance.
Deposits provide peace of mind for Hosts while also promoting responsible renting behavior among Guests. Hosts can manage deposit details through the Towlos platform, enhancing the overall safety, security, and success of the trailer-sharing experience.
4) As a Guest, we strongly encourage you to purchase specific trailer insurance for the effective dates of your trip. This will cover you should you cause any damage to the trailer you rented. This is often inexpensive. Typically, you would call your auto insurance agent, and need to provide the following information:
a) Year, Make, Model of your trailer
b) Last 6 digits of the VIN
c) Value of your trailer (both new and current condition)
Good rule of thumb: If something has a serial number or a VIN (e.g. golf cart, ATV, car, boat, trailer, etc.), it needs to be insured with its own policy. If it is property being transported (e.g. fridge, tools, furniture, or a grill), those items would likely be covered through a home insurance policy.
Hosts FAQs
We are working on being able to offer intuitive, supplemental insurance options for both the trailer Owner (Host) and the trailer Renter (Guest). A few options at this time:
Trailer Protection for Hosts:
1) Important! As defined in Section 7: Specific Terms For Guests (https://towlos.com/terms-conditions), the Guest bears full financial responsibility for any physical damage or loss to the trailer while they were renting it. If this occurs, either party can initiate a dispute via the Towlos website in the event they are unable to come to a mutual agreement.
2) Almost without exception, the towing vehicle’s insurance covers the liability costs when the trailer causes 3rd party property damage and/or bodily injury, but does not cover the contents being hauled or damage to the trailer. We encourage you as the Host to verify this with your Guest by reviewing the auto policy on the towing vehicle, and confirming it is current and satisfactory.
3) Damage Deposit for Added Security:
Towlos recommends Hosts set a deposit amount of their choice to add an extra layer of security for their trailer in the event the trailer is damaged while rented. Hosts can determine the deposit amount based on the trailer's value, length of rental, and the potential risks associated with the rental.
Setting a Damage Deposit helps protect Hosts in the event of any unforeseen damages or breaches of the rental agreement. Hosts should communicate the deposit amount clearly to Guests both in the description of their trailer AND during the booking process to ensure mutual understanding and compliance.
Deposits provide peace of mind for Hosts while also promoting responsible renting behavior among Guests. Hosts can manage deposit details through the Towlos platform, enhancing the overall safety, security, and success of the trailer-sharing experience.
4) As the Host, you can request that the Guest purchases specific trailer insurance for the effective dates of their trip. Typically, the guest would call their auto insurance agent, and need to provide the following information:
a) Year, Make, Model of your trailer
b) Last 6 digits of the VIN
c) Value of your trailer (both new and current condition)
You as the host should then verify this has been done (via photo or screenshot of insurance policy). **If Hosts require this additional insurance of their Guests, that must be stated in the description of their trailer on Towlos. It’s a bitter pill for a Guest to book a trailer, then find out they must also call their insurance agent and purchase additional insurance.
Good rule of thumb: If something has a serial number or a VIN (e.g. golf cart, ATV, car, boat, trailer, etc.), it needs to be insured with its own policy. If it is property being transported (e.g. fridge, tools, furniture, or a grill), those items would likely be covered through a home insurance policy.
Trailer Protection for Hosts:
1) Important! As defined in Section 7: Specific Terms For Guests (https://towlos.com/terms-conditions), the Guest bears full financial responsibility for any physical damage or loss to the trailer while they were renting it. If this occurs, either party can initiate a dispute via the Towlos website in the event they are unable to come to a mutual agreement.
2) Almost without exception, the towing vehicle’s insurance covers the liability costs when the trailer causes 3rd party property damage and/or bodily injury, but does not cover the contents being hauled or damage to the trailer. We encourage you as the Host to verify this with your Guest by reviewing the auto policy on the towing vehicle, and confirming it is current and satisfactory.
3) Damage Deposit for Added Security:
Towlos recommends Hosts set a deposit amount of their choice to add an extra layer of security for their trailer in the event the trailer is damaged while rented. Hosts can determine the deposit amount based on the trailer's value, length of rental, and the potential risks associated with the rental.
Setting a Damage Deposit helps protect Hosts in the event of any unforeseen damages or breaches of the rental agreement. Hosts should communicate the deposit amount clearly to Guests both in the description of their trailer AND during the booking process to ensure mutual understanding and compliance.
Deposits provide peace of mind for Hosts while also promoting responsible renting behavior among Guests. Hosts can manage deposit details through the Towlos platform, enhancing the overall safety, security, and success of the trailer-sharing experience.
4) As the Host, you can request that the Guest purchases specific trailer insurance for the effective dates of their trip. Typically, the guest would call their auto insurance agent, and need to provide the following information:
a) Year, Make, Model of your trailer
b) Last 6 digits of the VIN
c) Value of your trailer (both new and current condition)
You as the host should then verify this has been done (via photo or screenshot of insurance policy). **If Hosts require this additional insurance of their Guests, that must be stated in the description of their trailer on Towlos. It’s a bitter pill for a Guest to book a trailer, then find out they must also call their insurance agent and purchase additional insurance.
Good rule of thumb: If something has a serial number or a VIN (e.g. golf cart, ATV, car, boat, trailer, etc.), it needs to be insured with its own policy. If it is property being transported (e.g. fridge, tools, furniture, or a grill), those items would likely be covered through a home insurance policy.
Towlos operates like a traditional marketplace. Currently, hosts keep 80% of their rental rate, while towlos keeps 20% of that rate. Towlos allows you, as the host, to set your daily rental rate.
You bet. Check out these tips below (not all will apply)
In your Description, be sure to include:
1) The model year of the trailer in the title
2) Approximate tire age and wear
3) Date of brake service, if applicable
4) Last 6 of VIN for insurance purposes
5) Any details that make your trailer unique and more attractive
6) Any extras (straps, winch, hitch) that would help your guest
Photos: As you know, good photos SELL, so be sure to include:
1) Good photo of the hitch and connector (will help your guest see your setup)
2) Detailed photos of the wheels and tires will help reassure guests of wear/dry rot
3) Photo of your spare tire
4) Photo showing what you might haul with your trailer. Example: a cool sports car on a car hauler
5) Photos showing any existing trailer damage
6) Any straps or accessories that you will include for your guests
You can use the 35 foot Imperial car hauler as a guide as well.
In your Description, be sure to include:
1) The model year of the trailer in the title
2) Approximate tire age and wear
3) Date of brake service, if applicable
4) Last 6 of VIN for insurance purposes
5) Any details that make your trailer unique and more attractive
6) Any extras (straps, winch, hitch) that would help your guest
Photos: As you know, good photos SELL, so be sure to include:
1) Good photo of the hitch and connector (will help your guest see your setup)
2) Detailed photos of the wheels and tires will help reassure guests of wear/dry rot
3) Photo of your spare tire
4) Photo showing what you might haul with your trailer. Example: a cool sports car on a car hauler
5) Photos showing any existing trailer damage
6) Any straps or accessories that you will include for your guests
You can use the 35 foot Imperial car hauler as a guide as well.