Frequently Asked Questions

During my Reservation   

  • How do I unlock the vehicle to start my reservation? 

    • Through the NCP Mobility app, you’ll be able to unlock the vehicle at the beginning of your reservation. Please note that it may take up to a couple of minutes, depending on your connection, to unlock the vehicle.  

  • Where do I find the key in the vehicle?  

    • The key is kept in an RFID blocking bag in the center console. To start the vehicle, you’ll need to remove the key from the bag. 

  • How do I lock and unlock the vehicle during my reservation? 

    • During your reservation, you can use the key to lock and unlock the vehicle. If the key is on your person, the vehicle should unlock automatically when you touch the door. Please note, the vehicle will NOT lock if it can sense the key inside it. The key should be kept with you at all times during your reservation. There is a $1,100 plus service costs fee for lost keys. Please see our Terms and Conditions for more information. 

  • How do I lock the vehicle at the end of my reservation?  

    • Once you turn the vehicle off, you must place the key in the RFID blocking bag in the center console before using your NCP Mobility app to lock the vehicle. Please note, the vehicle will NOT lock if it can sense the key inside it. 

  • Where do I leave the vehicle at the end of my reservation?  

    • The vehicle must be returned to the reserved parking space from which you picked it up. The vehicle must also be left plugged in at the end of your reservation.  

  • What do I do if I have an accident during my reservation?  

    • If you are okay and not hurt, take photos of the damage and obtain the other driver’s insurance and DL information.  In the app, go to HELP in the upper right-hand corner, and go to Customer Service. They will assist immediately. 

  • What if someone is parked in the reserved spot when I get back from my reservation?  

    • If one of the other reserved NCP Mobility spots is open, you can park the vehicle there. If they are all taken, please take the vehicle to valet so they can deal with moving the other vehicle.  

  • What do I do if the vehicle is in need of cleaning or maintenance when I start my reservation?  

    • We do our best to check the vehicles between each reservation to ensure it is ready for the next person. If there is something we have missed please reach out to our customer service for assistance.  

  • What do I do if I realize after my reservation that I forgot to leave the key?  

    • Please reach out to our customer service right away to avoid being charged for a replacement key. Customer service will direct you where to return the key. There is a $1,100 plus service costs fee for lost keys. Please see our Terms and Conditions (link) for more information. 

  • If I get pulled over, where can I find the insurance and registration information?  

    • Copies of the insurance and registration are located in the glove box. These may not be removed from the vehicle. 

 

General Questions 

  • Do I need my own insurance to reserve a vehicle?  

    • No, you are covered under NCP Mobility’s state minimum insurance.  

  • Am I responsible for parking tickets and traffic violations?  

    • Yes, you are responsible for any parking tickets and traffic violations incurred during your reservation. If applicable, these fines will be charged to your account. Please see the Terms and Conditions for a detailed breakdown of fees.  

  • Am I responsible for tolls during my reservation?  

    • No, tolls are included in the price of your reservation.  

  • I believe I was charged incorrectly; how do I get this corrected?  

    • Please reach out to customer service so we can review and correct any incorrect charges.  

  • What is the cancellation and no-show policy?  

    • You can cancel a reservation up to one (1) hour prior to your reserved rental period. Your cancellation within the one (1) hour period prior to the rental period or not showing up to your reservation will result in you being charged the full amount for your reservation. 

  • Can I let someone else drive the vehicle during my reservation?  

    • No, allowing unauthorized drivers to use the vehicle will result in account termination, plus any costs and expenses resulting from the unauthorized driver’s operation of the vehicle.  

  • Are pets allowed in the vehicle?  

    • No, except for service animals.