FAQ

    General FAQs

    General Information

    What documents do I need?

    1. Driver’s license
    2. Another piece of government issued photo ID (passport, health card, etc.)
    3. Driver’s abstract/driving history issued by the Ministry of Transportation Ontario (MTO)

    Do I need a good credit history to join Splend?

    No, you don’t need a good credit history, and every application is considered.

    Does Splend issue credit?

    No, Splend does not issue credit.

    How long does it take to get a vehicle?

    If you are approved for Uber and have the required documents, we can on-board you into a new model Splend car the same day you apply!

    If you are NOT already approved for Uber, you will need to apply with Uber. Once approved by Uber, we can take care of the rest!

    Where is Splend available?

    We operate in Toronto.

    Am I allowed to use my Splend vehicle for personal use?

    Under the terms of the contract, the vehicle is to be used for business purposes only.

    Can I drive the vehicle outside of Toronto?

    Splend vehicles are not to be driven outside of a 200KM radius from the GTA. Written consent from Splend must be obtained prior to long trips, as this may impact your insurance.

    Can I drive the vehicle across the US boarder, and into USA?

    Under no circumstances can vehicles be driven across the US border. If a Splend vehicle is taken into the US, access to Splend’s Insurance policy will be waived, and the agreement will be cancelled.

    Can my friend/partner/relative drive the vehicle?

    As the driver, you are the only authorized driver of the vehicle. No other persons are allowed to drive the vehicle.

    Referral bonus information

    By referring a new Splend Member to a Rental plan, you will receive a $100 referral bonus, the first week of the following month for each member that you refer. Also, the member you refer will be given a referral discount of $99 during their initial onboard. There is no cap to how many members you can refer!

    The referral payment is in no way directly related to your rental payment and this promotion does not run in conjunction with your obligation to pay rent, nor can the referral payment be used to subsidize rent. Referral payments are paid separate to rent, and at the discretion of Splend.

    Insurance Information

    Am I insured?

    Splend’s insurance policy covers the liability of our drivers when using the vehicle when you are not in the online status and driving with Uber. When you are online using the Uber app, you will be covered by Uber’s insurance policy.

    Splend has made it simple to process an insurance claim. By calling Splend you will be directed to the claims department for processing.

    Please note: Insurance coverage is specified in your rental agreement and only valid if you adhere to the conditions.

    What happens if I’m in an accident?

    Ensure that everyone involved is safe. If there are any serious injuries, call an ambulance immediately. After you have attended to all medical issues, please call 1-800-411-8500 and follow the prompts for processing your insurance claim. Unless directed by a police officer, do not authorize any tow company to take the vehicle; Splend will organize this at the time of the incident. If the vehicle is driveable, contact your MSR to organize a replacement.

    Is there any Deductible?

    There is a standard deductible of $1,500 to be paid regardless of fault. The driver must be registered as the authorized driver on the Rental Agreement, be over the age of 25, who has at least 2 years driving experience after obtaining a G Class unrestricted Canadian drivers licence. The Deductible for an experienced driver can be reduced to $1,250 should you report the accident by calling Splend (1-800-411-8500) and provide dashcam footage within 48 hours of the accident occurring.

    What happens if I am unable to pay the deductible?

    If you are unable to pay the deductible, we will not be able to provide a replacement vehicle and your agreement may be cancelled, upon which, the driver will be charge two weeks in lieu of notice.

    What if I am involved in an accident but I’m not at fault?

    If you are found not at fault, your deductible will be refunded once the claim has been settled.

    Who do I contact to make an insurance claim?

    To make an insurance claim, please call Splend at 1-833-735-7523 to report the details. If you are online with Uber, you will need to report the claim to Uber directly. Splend will coordinate the tow, and a replacement vehicle within the next business day of operating.

    What if the damage is minor?

    If the damage is minor, and there is no third party involved, Splend will process the deductible of $1500 and provide you with a replacement vehicle. Once the claim has been processed, Splend will reimburse you the difference between the cost of the repairs and the deductible paid.

    Does Splend cover cracked windshields or flat tires?

    Splend covers wear and tear, and warranty issues. Outside of this, the Member is responsible for all associated costs in the event of an incident. If you experience an issue, please call Roadside Assistance, and discuss with your MSR on next steps.

    What happens if I can’t drive?

    If you are unable to operate the vehicle, Splend will provide a replacement vehicle on the next business day, upon receipt of the deductible. Splend is not liable for loss of earnings. If we are unable to provide a replacement vehicle, Splend will suspend your account.

    Member Benefits

    What do I get when I sign up with Splend?

    An Uber-compliant car, then we also provide a Member Kit with extra goodies including:

    • New Driver Courses delivered by your Community Coordinator
    • A mobile phone holder
    • Air freshener
    • Microfiber cleaning cloth
    • Splend hat
    • Bag of samples for riders

    What is a Member Success Representative?

    Splend pairs every Member with a dedicated Member Success Representative.

    Think of your Member Success Representative as your guardian angel. Becoming your own boss with Uber can be daunting, so your Member Success Representative exists to help you through every step to becoming a successful Uber driver. Click here to find out more. We only employ people with Uber experience, so you can trust you are in safe hands!

    How do I download the Splend Member App

    The Splend Member App is not yet available for Canada. Stay tuned!

    What else do I get?

    At Splend, we’re big on community. We hold regular Member events where you can meet other Members and learn how to become a more profitable Uber driver.

    Can I access these benefits if I am not a Splend Member?

    No, these benefits are exclusive to Splend Members. Call our customer service team on 1-888-507-1458 to find out how you can become a Splend Member today!

    Splend Rent FAQs

    General Information

    What are the requirements for the Splend Rental Program?

    1. You must be at least 25 years old.
    2. Own a smartphone.
    3. Have a current valid Canadian driver’s license.
    4. Have no criminal record.
    5. Have a good driving record. We cannot accept the following:
    • More than three minor offences in the last three years (1-4 demerit points each, not including double demerit periods)
    • Any major offences in the last three years (5+ point offences or suspensions, not including fine defaults/double demerit periods)
    • Any drug or alcohol infractions at any time
    • Any excessive violations or suspensions, or serious individual offences

    Vehicle Information

    What vehicles do you offer?

    We offer the following vehicle:

    SUV:

    2018/2019 Kia Sportage LX
    $249/week plus tax (1000km included per week $0.10 per extra km excluding HST)

    2.4 Litre DOHC Automatic (Sports-matic)
    Fuel type: Petrol
    Fuel Consumption: 6.1l/100 (Extra Urban), 10.9l/100 (Urban), 7.9l/100 (Combined)
    Green Star Rating: N/A
    ANCAP Safety Rating: 5/5 Stars

    Please note: All vehicles are PTC eligible and include a safety certificate, and Uber-compliant, all weather tires that are approved for the winter months.

    Do you take care of servicing?

    As part of the weekly rental fee, we cover all your scheduled and warranty maintenance costs. Scheduled maintenance is required every 10,000km, and your vehicle will be off the road for up to one day.

    We also provide you with free 24/7 roadside assistance, for things like:

    • Flat or Faulty Battery
    • Emergency Fuel
    • Locked out of car
    • Flat Tires (Driver is responsible for costs associated with puncture repair and tire replacement)
    • Towing

    Additionally, all Splend vehicles come with an extensive factory manufacturer’s warranty to cover the cost of most defects.

    However, it’s your responsibility to cover all repairs that are not under warranty, including but not limited to punctured tires, panel damage, windshield cracks, and all other non wear and tear items. If unsure, contact your Splend representative.

    How many KM’s are included?

    Your Splend vehicle comes with a 1000 KM per week allowance. If you go over the included weekly allowance, you’ll pay $0.10/KM for additional operating and maintenance costs.

    What if I get a flat tire?

    Flat tires are not covered by warranty/insurance. Contact Roadside Assistance located on your driver side window, and arrange to have the tire replaced/repaired at your own cost.

    What if there are small scratches when I return the vehicle?

    We operate in accordance with the SPLEND Fair Wear and Tear Guide; wear and tear that is reasonable given the age/KM’s on your vehicle is acceptable. IF the vehicle is returned with damage that falls outside Fair Wear and Tear, you will be charged the deductible, plus two weeks rent in lieu of notice.

    Fee and Payment Information

    How much does it cost?

    The weekly rental fee starts at $249 plus tax. This includes 1000 KM per week.

    You will be sent an invoice every Monday with your charges for the week and charges are billed on Wednesdays to your credit card on file. This will include excess KM’s from the previous week and any additional fees, such as fines/tickets or infringements.

    There is also a one-time Membership fee of $249 plus tax. This fee allows access to Splend Member Benefits but we also use it to process your application, and deliver your vehicle. There is also a $249 plus tax deposit that is part of the initial cost.

    What does the weekly fee cover?

    In addition to the vehicle rental, the fee covers your insurance, registration, regular servicing and maintenance.

    If I take a rental break, do I need to pay the Membership fee again?

    No, the membership fee is a one-time fee.

    What happens if I breach my contract and I am unable to pay?

    If you are unable to pay for the rental costs of the vehicle, you need to communicate with your Member Success Representative ahead of time. If rent is missed, you will be subject to a $40.00 administration fee/late fee, otherwise Splend may elect to cancel your agreement. Additional fees may apply.

    Is there a minimum rental period?

    There is a minimum rental period of four weeks plus a two-week notice period, which equally to a six-week minimum term.

    What if I want to return the vehicle within the first four weeks?

    If you change your mind, you may return your vehicle within the minimum rental period, however a $1,100 early termination fee.

    How do I return my vehicle and are there any additional fees?

    In order to return your vehicle you must give a two-week notice – in writing – to your dedicated MSR.

    We may need to charge a re-fuelling and/or cleaning fee, if the car isn’t returned with a full tank of fuel and professionally cleaned at the end of your rental period.

    Could my weekly rental fees change?

    Splend’s Rental plan include an amount for government and insurance changes that are outside our control. If these change, we may need to increase (or decrease!) your weekly rental fees by this amount.

    How do I pay for Tolls, Fines and Infringements?

    All tolls, fines and infringements are processed by Splend and added to your weekly invoices. For parking tickets, there is a $40.00 Splend Administration fee added to each parking ticket received. We encourage all Members to pay tickets within three days of receiving them, to avoid additional fees.