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●●●● PLEASE READ FAQS CAREFULLY TO UNDERSTAND OUR RESERVATION PROCESS ●●●●

• What if I have an accident while renting the vehicle?

  If you have any accident that causes damage to the vehicle while you are renting or the vehicle has been stolen please report it immediately to us. We need to make sure we file a claim immediately and ensure everyone is protected in the event of an accident.

• Can I smoke in the car?

  ABSOLUTELY NOT! If there is any indication of cigarette or marijuana smoke in the vehicle, you will be assessed a $250 cleaning fee through Turo as per Turo's policies. https://help.turo.com/en_us/reporting-a-smoking-issue-H1B_r4gE9

• Where can I pick-up/drop-off the vehicle?

  We are located within the Queens Center Mall in Macy’s Indoor Parking lot on level G near Tesla SuperChargers.

• What additional support do you provide EV renters on Turo?

  Joulez is an all EV Turo Host. We are conveniently located in the South Bronx by the Yankee Stadium and within the Queens Center Mall. There are two options to get you checked out: 1- Pick-up at one of our conveniently located garages 2- Curbside, an EV Expert will bring the car directly to you! A tutorial on the Electric Vehicle features can be provided with one of our EV Experts. Please make sure to ask us ahead of time if you need a tutorial as we need to make sure a team member is in the garage for your pickup. We can also do FaceTime or Zoom to walk you through the unique attributes of each EV.

• Are tolls or EV charging included in my rental?

  No. Tolls and EV charging are NOT included in the advertised rate or the included miles. Vehicle charging on third-party networks (Tesla, Electrify America and ChargePoint) that are automatically charged to Joulez corporate account are not covered and will be charged back after completion of your trip. There may be options to have Pre-Paid charging included as part of your rental on Turo instead of being charged after the rental for reimbursement. Tolls and EV Charging are billed via the Turo platform.

• What do you require before I start my Turo reservation?

  (1) Copy of your Driver’s License or a selfie where you are holding your ID next to your face and where the ID is legible for ID verification prior to taking the vehicle. This can also be done at the garage if you are meeting a team member in person. This can be uploaded into the Trip Photos or texted to our mobile. (2) Copy of your insurance coverage summary or proof of credit card rental coverage if you declined coverage through Turo or if you would like Chill Mode to be removed from your rental (Teslas ONLY). If you have Turo coverage, then this step is not necessary. (3) E-mail address so we can send you a high-resolution version of the receipts for Tolls & SuperCharger charges.

• Are we pet friendly?

  Dogs are allowed in our rental vehicles, but you must select one of the Pet Fees that are optional for the rental. Guests must keep the dog crated at all times with a towel or barrier to protect the seats underneath. The rental car must be returned in clean condition and free of pet hair to avoid a Turo-imposed cleaning/detailing fee. Service dogs used by customers with disabilities are allowed in the vehicle without a carrier but do require a towel or pet protection cover for the seats.

• Do you offer Delivery?

  Yes, we offer vehicle delivery and pickup in the 5 boroughs of NYC, Westchester County, Nassau County in New York State along with Bergen County, Essex County, Hudson County, Union County and Passaic County in New Jersey. Please contact us for delivery and pickup rates. Delivery fees are billed through Turo.

• What if I need to Change a Delivery or Pickup Location?

  For Deliveries, changes are only allowed up to 3 Hours prior to a reservation's start or end time. If you require a change in the delivery location or the pickup/delivery time with less than 3 Hours Notice, there will be a Pickup Change Fee of $50. This is because we are managing dozens of vehicles and any pickup/delivery changes can impact other customers and require us to make changes to other reservations as a result.