Help

Frequently asked questions

Quick answers about booking, payments, and using CHARTER. For step-by-step guides, visit the Help Center.

Booking

How do I book a vehicle on CHARTER?

Search by location and dates on the home page or browse product classes at /rent. Select a class, configure your trip, and complete checkout with a customer account.

Can I modify or cancel a booking?

Cancellation and change rules are shown on the class detail page before you pay. Manage active bookings from your customer dashboard after sign-in.

What documents do I need at pickup?

Typically a valid driving licence and the ID used during verification. Requirements vary by product class — check the KYC checklist on the class page.

Payments

When am I charged — deposit vs balance?

Payment schedules are displayed before confirmation. Some classes require a deposit at booking with the balance due before or at pickup.

Which payment methods are accepted?

Supported methods depend on the fleet operator and class. Available options appear at checkout.

Are prices inclusive of insurance?

Coverage details are listed in the class policies panel. Read the schedule before confirming — inclusions vary by operator and vehicle class.

Fleet

How are vehicles verified on the platform?

Fleet partners complete onboarding checks. Listings show verified badges where documentation and inspection requirements are met.

What is a product class vs a specific vehicle?

A product class describes a category of vehicle (e.g. compact SUV) with pricing and policies. A specific unit may be assigned closer to pickup.

Account

How do I create a customer account?

Choose Create account from the header or footer. Registration takes under a minute — email verification may be required for some features.

I forgot my password — what now?

Use Forgot password on the sign-in page. A secure reset link is sent to your email.

How does the affiliate programme work?

Affiliates receive referral links. When referred customers book, commissions accrue according to your tier. Register as Affiliate from the sign-up page.

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