Online Orientation

Welcome to Colorado CarShare!

We’re excited that you have joined our organization!

This online orientation is designed to provide the specifics needed to reserve and use our cars, a brief overview of our rates and billing system, and anything else you may need to know about our systems and procedures. You’ll soon be on your way to sharing with us.

Welcome aboard and happy car sharing!

Colorado CarShare is a Nonprofit

As a local nonprofit car sharing organization, our mission is to provide and promote alternatives to individual car ownership, thereby reducing the environmental and social impacts associated with motor vehicle use.

Colorado CarShare provides our members with some fantastic benefits:

• Low Costs – Colorado CarShare has some of the lowest hourly rates in the country, and with our unbundled mileage rate, you are really only paying for what you use.
• Community Focus – We are focused on making our community the best place to call home. One way to do that is by reducing our dependence on personal vehicles, which helps create a more walkable, bikeable, and enjoyable community.
• Excellent Insurance Coverage – We have $1,000,000 in liability coverage – more than 20 times the required state minimum!
• Environmental Impact – Our members reduce the amount they drive by 40-50% (according to our member surveys) and our fleet boasts an average fuel efficiency of 37 MPG with the national average being 21.6 mpg. Fewer miles are being driven in much more fuel-efficient vehicles, a huge win for our air quality.
• Ethics – Founding member of the international CarSharing Association and we abide by their Code of Ethics.

Rate Plans & Usage Fees

We offer three different rate plans:

Free Wheelin’ = $12/month with our lowest rates for members who plan to drive more than 5 hours per month.

Peace of Mind = $4/month with affordable rates for members who plan to drive less than 5 hours per month.

Simply Hourly = $12/month and 150 miles/day included for members who plan to have longer, multi-day rentals.

For full details on our usage fees and rate plans visit our website: Plans Page

Helpful notes

• Gas and insurance are included in our rates.*
• Want an estimate on a trip? Check out our trip calculator.
• You are allowed to change your rate plan up to ONCE every 6 months by entering a request on our website, or emailing [email protected]. Price plan changes will take effect the 1st day of the following month.
• *Weekly Rate Plan reservations (4-7 day long bookings) are NOT eligible for gas reimbursements*

• Question 2

• How are charges calculated for your usage of a shared vehicle?*
  • Time cost (Hourly or Daily Cap)
  • Mileage cost
  • Any additional fees, if applicable (such as late fees, tolls, etc.)
  • All of the above.
• Incorrect - Try Again!
• Correct!

Logging In to Your Account

Once you are a member, you will be able to login to our booking system.

To login:

• Go to carshare.org.
• Click on the “Member Login” button in the upper-right corner.
• For your “Username” you can enter either the username you created when you submitted your application, or the 4-5 digit Account # seen next to your name when you log in.

The password is what YOU entered on your online application. If you don’t remember your password, click on the “Don’t know your username or password?” box and follow the prompts (check your spam folder for the reset email).

If you have difficulties logging in, please email [email protected] or call 303.720.1185 during business hours (M-F, 9am – 5pm).

Customize Your Location

When you first log in we recommend you verify and customize your user locations. Our system will display all our vehicles based on the proximity to the location you select. If you plan to frequently use vehicles close to home or work, we recommend you create a Starting Point for each of these in our online booking system.

Bookings (aka 'Reservations')

Bookings for all of our vehicles are first-come, first-serve via our website or mobile booking system. One of your most important responsibilities as a carshare member is to be conscientious about your bookings. Be accurate about dates, times and vehicle type. All bookings are round-trip, so vehicles must be picked up & dropped off at the same location.

Colorado CarShare vehicles can be driven anywhere within the state of Colorado, or up to a 400-mile radius from the the vehicle's designated parking space. Taking a Colorado CarShare vehicle beyond the authorized area of use is a violation of your Member Agreement and could result in a $250 fine, membership suspension, and suspension of insurance coverage provided by Colorado CarShare during the unauthorized trip. Note: 400 miles will allow for most trips about 6-7 hours away from the metro area. This includes Durango, Grand Junction, Taos, NM & Cheyenne, WY.

1. Log in to the website and click “New Booking”.
2. Enter the date and time you would like a vehicle.
3. Generally we suggest you use the “Search All Cars” function and enter the “Starting Points” you use most frequently.
4. Click the “search” box.
5. The system will provide you with the availability of all our vehicles in order based on proximity to your starting location.
6. You can also view a map of available vehicles by clicking “Find Cars” on the navigation menu
7. Once you have decided which vehicle you would like to reserve, click the “Book it” button.
8. You will then get a Booking Confirmation. It is very important that you get a confirmation. If you do not, that means your reservation did NOT go through. Go back and try again.

Booking Tips

• Pay careful attention to the date and time you are reserving a vehicle.
• Use the availability chart to help identify when particular vehicles are available.

• Be sure to review the Amenities for each vehicle – please specifically note vehicle type.
• You can make a booking up to 12 months in advance, or starting immediately if a vehicle is available.
• Be sure to give yourself plenty of time for your trip. Late returns will result in penalty fees and possible membership suspension.

Making or Changing a Booking: On-the-Go

#1) Mobile Site

• On your smart phone navigate to reservations.carshare.org (we recommend bookmarking this page).
• Log in with your Username or member number & password.
• To create a new reservation using your smart phone, we suggest you use the Vehicles “Near Me” search function. This will allow the site to find your location and show the vehicles closest to where you are, or choose from one of your “Starting Points”.
• If you have a booking in process, it will appear as the 1st screen. You can modify it or upcoming reservations as necessary from the mobile site.
• If you need a brief extension for a booking in-progress, just tap the green “Add 15 minutes” button. If you are running late and not able to extend, you must call Colorado CarShare so we can notify the member who is waiting for that vehicle to be returned.

#2) Making and Changing a Reservation: Phone

• Call Colorado CarShare's Member Support line 303-720-1185 ext. 1 (we recommend programming this # into your phone).

Running Late?

All of our members expect the car to be there at the beginning of their booking. Returning the car late can cause a significant inconvenience to the next member. For this reason we have significant Late Fees – which are completely avoidable if you bring the car back on time or extend your booking before it ends.

If you do NOT extend your booking or notify us that you are running late before your booking ends, then you will be fined $1 per minute that you are late.

If you contact us at least 15 minutes BEFORE your reservation ends, then we will extend your reservation, if possible. If that’s not possible, the Late Fee is $1.00/minute

To avoid penalty fees, if you are running late:

1. Use the website or mobile site to extend your booking.
2. If the car is already booked immediately after you and you can not get the car back on time, notify Colorado CarShare immediately by calling 303.720.1185.
3. Late fees will be assessed, but will be significantly less if you notify us in advance so we can notify and/or shift the next member.

Be very conscientious about your booking details and be certain about your end time before starting a trip! It is significantly less expensive for you to add a little time onto a booking than to be assessed a late fee. Not only will you keep your costs down, but you will also be keeping your carshare karma up.

Booking Cancellation Policy

• You will NOT be charged for any cancellations you make more than 12 hours in advance.
• You will not be charged for any bookings you cancel within 30 minutes of confirmation.
• If you cancel your booking 4 to 12 hours in advance, you will be charged 50% of the reserved time (less any time that is “reused” by another member).
• If you cancel your booking less than 4 hours in advance, you will be charged for 100% of the time of the booking time (less any time that is reused by another member).
• If you make a booking and then switch to a different vehicle within 12 hours of the booking start time, the cancellation charges listed above will apply to your original booking as well.
• As a courtesy to all members, please enter your cancellations as promptly as possible so the vehicle will be available for others.
• If you are returning a car early, you may tap the “I’m Done with the Car” option using our mobile site. You will then not be charged for any remaining time another member re-uses.
• For weather related cancellations (heavy snow or ice storm) you must notify Colorado CarShare staff at the time of the cancellation to avoid penalties for canceling or shortening your booking.
• For more information on fees please visit our Fees & Credits page.

Accessing Colorado CarShare Vehicles

All of our vehicles are equipped with a ‘keyfob’ entry system. You will receive your own personal fob shortly after you've been notified that your account has been activated. Carry your fob with you at all times. You are responsible for ALL use associated with your fob. If you lose your fob, contact us immediately!

Now that you have your fob, how do you use it?

• Hold your fob flat against the fob reader (located on the driver’s side of the front windshield) for a few seconds until you see the light flash green and you hear the car unlock.
• The ignition key for most of our cars is kept on a tether INSIDE the car. Look for the cable with the key attached on the right side of the steering column.

NOTE: Some Priuses and EV’s do not have physical keys. Simply put your foot on the brake and press the start button. See the instructions in the glove box for additional info about driving these cars as needed.

ALWAYS lock the car using your KEY FOB whenever you leave the vehicle. Do NOT use the car’s interior door locks. A great way to check that you have successfully fobbed out is by pulling the door handle to ensure that the doors are locked. Your reservation is over when you return the vehicle to its parking spot (where you picked it up) and you fob out.

It is super important to use your fob to unlock AND lock the car. Not only is that how we track your reservation timing, but it keeps our cars from being stolen. Your fob enables and disables the ignition when you fob in and out. This is how we can safely keep the actual keys to the car inside of them.

Before you drive

• Do a quick walk-around of the vehicle. If you notice any dents, dings or scrapes, record them in the “Dents & Dings” logbook in the glove compartment. If you notice someone else has already reported the same issue you do NOT need to re-enter it. But if it hasn’t been noted by anyone else, be certain to log the damage. If you don’t, you could be held partially or fully responsible.
• If you arrive at a vehicle and it has significant damage or anything that you feel would make the car unsafe (flat tire, missing side mirror, cracked windows, etc.), please call Member Support at 303-720-1185
• Adjust all mirrors.
• Make sure you are familiar with all the controls in that particular vehicle.

After you drive

• Return the vehicle to its assigned parking spot.
• Remove the key from the ignition (or push the Power button to turn the hybrids and EV’s off).
• Turn off all lights and close all windows (you will be assessed a fee if the battery dies as a result of lights left on in the vehicle).
• Clean up the car when you are done with your trip (if the next member reports the car is dirty you may be assessed a cleaning fee).
• Take all personal belongings with you.
• Fob out and double check that the car is locked.

Refueling - Never Pay for Gas Again!

Members are required to refuel whenever the gas gauge is at or below 1/2 a tank. Refuel the vehicle completely with 85 octane gas when the vehicle is at less than ½ tank. For electric vehicles (EVs), ALWAYS plug in EVs upon returning them to their location at the end of your reservation. Email us ([email protected]) a receipt from the gas purchase and we will credit your carshare account with the amount you spent on gas.*

If you do NOT refuel when required, you will be charged a $25 refueling penalty fee. Please keep an eye on the gauge on your way back to your parking space.

How to Avoid Penalty Fees

• Drive Safe: We have great insurance coverage, but in order to keep our rates low, we need to maintain a good driving record as an organization. Take time to adjust all mirrors and get familiar with a vehicle before starting your trip.
• Only members are insured to drive. DO NOT let friends (non-members) drive our cars – they won’t be covered by our insurance and you will be fined a minimum $250 fine and immediate termination of your membership. If they want to drive, they need to join.
• Do NOT text and drive! Not only is this illegal in Colorado, it’s also extremely dangerous. And if you need to extend your reservation pull over before using our mobile reservation system.
• Drinking any alcoholic beverages is prohibited in all vehicles. Transporting any open alcohol containers inside our vehicles is also prohibited. Follow all State laws when transporting alcohol.
• No smoking – of any kind – is allowed in any of our vehicles.
• Pets may be transported in pet carriers only. Vehicles must look like NO pet was transported when you return them.
• Firearms are not allowed in any of the vehicles.
• Our vehicles may NOT be used for commercial purposes (such as driving for Lyft or Uber).
• Carry your valid driver’s license with you during every trip.
• Return your vehicle to its assigned parking spot before your reserved time ends.
• Take a look at our website for more details on all credits and fees at carshare.org/fees.

Account Maintenance

• You are responsible for keeping your account information up-to-date. Please promptly update your phone number, email address, mailing address, and credit card information as needed in the My Account section of your online account.

  

Pay-As-You-Drive Billing (PAYD)

• Estimates for hourly costs are displayed at the time of booking (excluding estimated mileage and tax).
• Actual trip costs (including hourly rate, mileage rate, and sales tax) will be charged to your card on file between 2-6 days after each booking ends.
• You can see the billing details for your current month’s usage by going to “My Account” → “Account Statement”

Monthly Invoice

• After the 5th day of each month you are able to view your invoice for the previous month online (example: on August 6th, you are able to view your usage & costs during July).
• Invoices will show all bookings & collected payments during the invoiced month, along with rate plan fee (if applicable), and any fees or credits you received through the month.
• If you have any questions about your invoice, contact us immediately at [email protected]
• Your credit card on file will be charged the invoice amount after the invoice was issued.

*Prepaid billing is an option for all members, and may be required depending on your age and payment history. Contact us if you would like more information about our prepaid billing options.

• Make sure everyone is moved to a safe location.
• Call 911 for emergency help if needed.
• Call Colorado CarShare’s 24/7 member support line to notify us, 303.720.1185.
• If another vehicle or personal property was involved, call the police to get a police report.
• Complete the Accident Report form found in the orange envelope in the glove compartment.
• You will find insurance and registration in the glove compartment as well.
• All our vehicles are fully insured and have a $2,000 deductible or you can enroll in our Damage Fee Waiver Program (more information on our website).

Damage Fee Waiver Program

All of our members are fully covered under our insurance policy with a $2,000 deductible for incidents involving vehicle damage. However, we recognize that this fee can be a large, unexpected expense. We created the Damage Fee Waiver Program to provide peace of mind by reducing your potential out-of-pocket expense.

We offer a low-cost annual option to reduce your deductible cost:

• Monthly: $10/month per driver. Covers one at fault incident per year. You can enroll in this option from your account or application page. You may only change your enrollment status ONCE per year.

If you decided not to enroll during the application process, you can enroll yourself by logging into the online booking system, clicking “My Account” and then choose “Damage Coverage”. For more information see our website.

Problems and Feedback

Urgent and Emergency Situations

Our on-call staff is available at 303.720.1185 if you encounter any of the following issues that do not allow you to begin/continue your reservation:

• Car is not in designated space (please double check you have a valid reservation for that time/date/car).
• Car is significantly damaged or disabled prior to your trip (e.g. flat tire).
• Your key fob does not work and/or you cannot start the car (first check you have a valid reservation for that car).
• You are in an accident. Always ensure everyone’s safety and/or call for emergency help if needed before contacting us.
• Any other issues that won’t allow you to start or complete your reservation.

Non-urgent Feedback

You can enter general non-urgent feedback by:

• logging into the online booking system, clicking “My Account” and using the feedback form,
• sending an email to [email protected],
• leaving a message on our phone support line.

Examples of useful feedback are:

• Gas was less than 1/4 full when I started my trip.
• I couldn’t find an ice scraper in the car.
• The car smelled smoky when I got in.
• One of the tires looked a bit low.
• I love Colorado CarShare! Thanks for providing such a great service.

Congratulations

Thanks for completing our Online Orientation! We look forward to having you as a member. If you ever have any questions or suggestions throughout your membership don’t hesitate to contact us.

If you don’t receive you keyfob via mail in approximately 3 days please contact us.

Welcome aboard!

-The Colorado CarShare Team