Got questions? We've got answers.
How is Upshift different from other services?
We are the simplest way to get out of town. Get a Prius delivered to your door with one text. Return it anywhere in our delivery zone in the city when you're done. We aim to delight you with every detail of your experience.
Can I drop an Upshift off in a different location from where it was delivered?
Yes! Please see the delivery zone on the main home page for the areas where we operate, which include most of the core neighborhoods of San Francisco.
How much does delivery cost?
How do I become a member?
If you live in San Francisco, you can request to join our service by texting 'upshift' to 415-319-8774 and we will respond with a signup link. If you live in a city or neighborhood where we don't operate, sign up anyway as we'll roll out in new areas based on demand, so get your friends onboard! Please note that it is usually instantaneous but it can take up to few hours or longer to review your driving record the first time you make a booking.
What happens if Upshift is not available when I need it?
We do our best to ensure this never happens but if you want to be safe, book in advance!
How does the trip get started?
Request a car with as little as one hour notice or book up to 30 days in advance and let us know when and where you expect to return. We'll meet you at the time and place of your choosing with a new white Prius. Please note we deliver between 8am–8pm in our delivery zone as noted on the home page.
When the car arrives, it will be clean and your concierge will point out any existing damages on the vehicle. Please report any damages to your concierge immediately otherwise, you’ll be responsible.
How does concierge return work? (8am–8pm daily)
Between the hours of 8am-8pm, you have the option of concierge doorstep service. If you need to extend your trip, please let us know at least one hour before the end of the time your trip is scheduled to end. We can pick up your vehicle at the time and location you have indicated in your booking. Please let us know of any changes to the return location or time at least one hour in advance. We can meet you when you arrive at your return location between 8am–8pm so you don't have to circle or pay for parking! For early morning deliveries before 9 am, notify us by 7 pm the night before.
What if I need to change or cancel my trip?
Please give us 1 hour advance notice for any changes to your trip, and one day advance notice for cancellations. Please respect our hard-working concierges and don't send them on any wild goose chases by asking them to go to the wrong place or at the wrong time. Fees may apply for not following these guidelines as outlined in our Fees schedule.
What if I return late?
We hate late fees, so we don't have any. But we also hate to tell the next member who has booked a vehicle that there is no car available. Traffic is unpredictable so we extend a 1 hour grace period before charging for an extra 1/2 day ($65 for up to 5 hours). If you know you will be running late, please let us know at least an hour before the end of your return time window so we can make any adjustments or arrangements as necessary. If your extension is made an hour before the end of your booking and the extension does not enter into a new 24 hour period (eg, if you have the car for 10 hours and need it for another hour), there is no additional charge. Please see our Fees page for details.
What if I return early?
No problem, as long as you give us an hour head's up, we'll come pick up the car anywhere within our delivery zone. You will still be charged for the full duration of your trip reservation though.
What if I just don't return at all?
That would be totally uncool. But just in case you are contemplating such a terrible idea, our lawyers made us write this: if you do not return the vehicle when required by your reservation, we may, at your expense, recover the vehicle where and when it is found and may also assess fees for lost rental time. To the extent permitted by law, you waive any right to a hearing or to receive notice or legal process as a pre-condition for Upshift recovering the vehicle.
What if I have any issues during my booking?
If you have any urgent need during your booking, text or call us at 415-319-8774 immediately. We provide roadside assistance 24 hours a day, 7 days a week.
What if my Upshift is dirty?
No one likes a dirty ride! We ensure the vehicle is clean when it is delivered. If the vehicle is not in satisfactory condition, you must report this to us via phone or through the app, or you may be charged $25 plus the cost of cleaning when you return it.
What if I forget something in my Upshift?
We do not take responsibility for objects left in a vehicle by any member but we will do our best to help return them. Just contact us at firstname.lastname@example.org or text us at 415-319-8774 and we'll do our best to reunite you!
How far in advance do I need to make a booking?
We need a minimum of 1 hour advance notice or you can make a booking up to a maximum of 30 days in advance.
Can I take an Upshift for a few hours?
Sure! Any trip of less than 5 hours will be charged a half-day rate of $65.
How far can I drive in a day?
As far as you like, just don’t go to Mexico or Canada!
How do I deal with parking?
We deliver the car to you and pick it up when you are done. You are responsible for parking and parking charges during your rental period.
What about gas?
Our Priuses get up to 54 MPG, saving you money! Don't bother going to the gas station when you return, we'll refill the tank for you and charge you the pump price with no additional charge.
How do tolls work?
We have FasTrak in all our vehicles. We will bill you for any FasTrak charges incurred during your trip. To avoid paying twice, do not pay cash when passing through a toll plaza with electronically tolled lanes. We do not bill any additional fee for this service.
What are your hours of operation?
Rental periods can start on the hour, or 15, 30 or 45 minutes past the hour between the hours of 8am – 8pm every day. You can return after hours, but you will need to find a legal parking space for the vehicle where it can safely remain until 9am the following morning (most street and metered locations). Please see the FAQ above labeled 'What if I can't meet my delivery concierge?' for more details. Please ask in advance if you have a reasonable request outside of those hours and we will do our best to accommodate you. Requests made after hours will be responded to the next business day.
Who pays for tickets?
You are responsible for any tickets, parking or tolls incurred until we get the keys and car back from you. We also assess a $25 administration fee for processing tickets.
Where is the service available?
We are currently available in most core neighborhoods in San Francisco (see map on the home page) but we plan to expand to other neighborhoods and cities soon. Let us know if you want us to come to your neck of the woods!
How does insurance work?
Insurance is included in our membership so you never have to worry if you are covered. We require that you are at least 21 years of age, hold a valid driver's license from your permanent state of residence and have a clean driving record. It is important that you review the Insurance tab and Membership Agreement for more information on our insurance policy. You are responsible for the car from the moment you take possession of the car until the moment we take possession of the vehicle at the end of your booking.
Can I take my dog? How about my gerbil?
Pets are allowed as long as they stay in a crate. We love animals, but some of our members are allergic! There is a $25 fee plus the cost of cleaning for pets taken in cars without a crate.
Do you have GPS devices, chains, bike racks, child seats, or ski racks?
Phone chargers (both iOS and Android) come standard with all our cars. We have bike racks and chains available for $25 each. We do not provide child seats but all children that ride in the vehicle must be in a seat belt or federally approved child seat installed in accordance with applicable state law. If the vehicle is equipped with or you install a bicycle rack, snow chains, ski rack, trailer hitch, or child seat, you assume all risk for loss or damage to property resulting from your use of it.
Can I smoke in an Upshift?
Absolutely not. Not even smoking out the window. Smoke smell lingers and is very hard to get out, which isn't so nice for the next person! We will charge $300 if we detect the smell in the car regardless of whether there are ashes, lighters or cigarette butts in the car or not.
What do I do if there is a minor issue with my Upshift during the trip?
Any minor vehicle expenses that are less than $50 (e.g., oil, fluids, light bulb/wiper blade/fuse replacement, etc.) will be reimbursed as long as you obtain a receipt. You must provide the receipt to Upshift for processing of a credit to your bill. No refunds or credits will be given without a receipt. Any amount over $50 must have written approval from Upshift Customer Service (email@example.com or text 415 319 8774) prior to expenditure to be eligible for a refund. Aside from what is noted here, no one may authorize any service or repair to a vehicle without Upshift's prior written approval.
How long can I reserve an Upshift?
We currently offer 30 days as our maximum rental period. Multi-day trips are billed at the same rates. A trip starting at 5pm Friday returning by 10pm Sunday would be 2.5 days.
What happens if an Upshift I have reserved is not available?
We do our best to ensure this never happens, but sometimes things happen that are beyond our control like a member running late or getting in an accident. If a vehicle that you have reserved is not available at the time of your reservation, you have the following options:
- We’ll try to hook you up with an alternative or replacement vehicle, if one is available, without any additional cost.
- You may cancel your reservation without charge.
How do I retain my membership?
- Be a member of Upshift in good standing
- Do not use the vehicle for a purpose prohibited by the Upshift Member Agreement
- Drive in accordance with all highway and other applicable laws and regulations
- Have a valid driver's license
- Report to us any moving violation that you have incurred since becoming a member
- Continue to meet the Driving Record Requirements in the Upshift Member Agreement
- Never drive under the influence of alcohol or drugs that may adversely affect your ability to operate the vehicle, or do anything that would impair your ability to use the vehicle.
Can someone else drive the car during my reservation?
Yes, as long as they are an Upshift member in good standing and you are in the car. Otherwise, nope. Non-members are not covered by our insurance. We may cancel your membership if you let a non-member drive the car.
Does Upshift charge my card at the time of the rental?
At the time of rental, we will run your credit card for the amount of the estimated total charges. Please note that we will apply any additional charges (eg, the any gas we refuel, tolls, fines, etc.) at the end of your trip.
What methods of payment do you accept?
Upshift only accepts major credit cards backed by Visa, Mastercard, American Express and Discover. Upshift does not accept debit cards, cash or check as forms of payment. The credit card must be in the same name as the driver or the rental will be denied. There is no need to verify again unless you change the credit card in your profile.
Can I use an Upshift to drive for a rideshare service?
No. Our insurance does not cover our members using our vehicles to carry persons for hire in a ridesharing service.
Can I take an Upshift to drive to Burning Man?
No. We absolutely love Burning Man and burners but the Black Rock Desert would destroy our nice brand new Priuses and then none of our other members would get to use them, which would make us all feel sad. Please find a ride that doesn't mind playing in the sand with you! We reserve the right to charge a $400 cleaning fee for any cars found returning from Burning Man.
What happens if I get into an accident?
We certainly hope this never happens, but if it does,
1. Call the emergency services if there are any injuries or damage to either vehicle involved. Having a police report is your best defense during an insurance investigation.
2. Then text us at 1‑415-319-8774 to tell us there's been an accident.
3. Collect the following information:
a) If someone was injured, note whether the individual was taken from the scene in an ambulance, and find out which hospital they were taken to.
b) Record when (date and time) and where the incident happened.
c) Get the contact details for all parties involved, including the driver's name (and vehicle owner, if different from the driver), phone number, address, license number, insurance company and policy number, vehicle registration plate number and vehicle identification number (VIN).
d) If there was damage to an object (fence, sign, post, etc), get the contact information of the owner.
4. Protect your version of the incident:
a) Take pictures of all damage and the scene of the accident. This is very important for any insurance claim that might be filed.
b) Get independent witnesses. Your passengers, family and friends do not count as independent witnesses. If any other bystanders witnessed the incident, ask for their contact details and get them to write down what they saw.
c) Take note if any party apologizes or accepts responsibility for the incident. If possible, get it in writing and notify us of this information. You can even call us at 415-319-8774 and put the other party on the phone with us.
5. Once you're back home and had a nice soak in the tub, we'll need some documentation about the incident.
If you have completed steps 1 through 5, then go treat yourself to something special. You’ve done all you could!
If you or any other member receives any papers relating to an accident or any other circumstances involving the vehicle, copies of those papers must be promptly shared with Upshift.
1. Your first responsibility is to fill out an incident report form (which we will send you). Please fill out the form as soon as possible. You may also send other supporting documentation (pictures, police reports, etc) to us via whatever method is the easiest (and fastest) for you:
Attention: Accident Reports
3950 Webster St, #5
Oakland, CA 94609
2. Sometimes it will take longer than a week to get the Police Report from the station, so please send in your version of the accident on our Incident Report Form so we have your statement as early in the process as possible. Then, once the Police Report is available, please forward that to us. Sometimes the police will not make out a report because the accident doesn't meet their criteria. If that's the case, please let us know.
3. If you believe anything was unusual or you have some concerns (for example, maybe there was pre-existing damage), let us know immediately.
4. Upshift will inspect the vehicle for damages and bring the vehicle to a repair shop to get pictures and an estimate.
5. If an insurance claim is necessary, one will be filed with the appropriate company. If you receive any communications from the other party or their insurer, please notify us as quickly as possible with their information (including company name, adjuster name, claim number, and phone number).
6. You will be notified via email when all the steps of the investigation are complete and, based on the estimate of damage we receive from our repair shop, whether or not a damage fee applies.
You and any member involved have to cooperate fully with Upshift's investigation of such incident and defense of any resulting claim. You and any member involved authorize Upshift to obtain any records or information relating to any incident. You also consent to the jurisdiction of the courts of the jurisdiction in which the incident occurs and waive any right to object to the exercise of that jurisdiction.
Unfortunately your Upshift membership will be suspended until we obtain all of the details about the accident. For insurance purposes, we have to complete a thorough investigation, but you will be notified as soon as your account is reinstated. This process usually takes about two weeks. You can always email firstname.lastname@example.org if you have any questions or call 1-415-319-8774.
If the vehicle incurs non-accident damage during your rental, you are responsible for damages up to a $1,000 deductible. You must report damages to Upshift as soon as it is safe to do so.