FAQ

A DIFFERENT KIND OF RENTAL COMPANY


What is W/2 Rentals? We started W/2 Rentals based on a vision of a rental company that offers exciting vehicles coupled with an easy rental process, to get you on the road to adventure quickly and in style. Renting a vehicle doesn’t have to be difficult or complicated. If this is your first time renting a Vehicle, let us know, we’re happy to provide you with any additional support or answer and questions you may have.

If you’re familiar with renting, you should find our policies similar to other rental agencies however, we take pride in delivering a simple, straight-forward and enjoyable rental solution, awesome service and fantastic vehicles!

All Renters and Drivers must be 25 years old at the time of the rental, must have a valid driver’s license and must have proof of insurance.  This proof must be provided at time reservation is made and in person at the time of Pickup.

THE BASICS


How do I make a reservation? Rental reservations are made through our online reservation system by visiting our website.

What types of vehicles do you have? Currently, we offer new Mercedes Benz Sprinter Passenger Vans (up to 12 including driver and passenger) and other fine vehicles such as Mercedes Benz GLK 4Matic (with seating for 4-5).

Where do I pick up the vehicle? We will meet you at the pickup location in the reservation.

Where do I return the vehicle? Return the vehicle to the location specified in the reservation. Park in a safe spot, note any damage. If returning to airport and you’re not being met by W/2 Rentals Representative, drop the vehicle key in the W/2 Rentals key dropbox in the terminal (go through first set of Departures sliding doors, box is on the left). If you are leaving the vehicle at a custom drop-off location listed on the reservation and are not being met by a W/2 Rentals representative, lock key in vehicle, let us know, and your done! 

Do I have to fill the tank before returning the vehicle? Your Rental will come with full tank of Gasoline or Diesel fuel depending on the vehicle.

We know how much of a nuisance it can be to rush to fill the tank before returning a rental vehicle so we kindly ask that you please DO NOT feel obligated to fill before returning. There is no additional cost  charged to you for using the fuel in the tank. DO NOT USE GASOLINE in Sprinter Vans.

Is a credit card required? Yes, all reservations are made with a major credit card. All Renters must have a major credit card to complete the booking process. We do not accept cash. (In certain instances, Additional Drivers may also need to provide a Credit Card to secure their use of the Rental.)

Is there a daily mileage limit? Mileage of the Rental Vehicle at the time of pickup is listed in the Rental Summary.  You may drive the Vehicle [200] miles without additional charge. Any miles over this limit is subject to an excess mileage surcharge of $0 .50 per mile. Let us know your plans in advance and we can be flexible with this policy.

Is smoking permitted in the Vehicle? NO SMOKING allowed in the vehicle.

A smoking fee will be assessed if the Vehicle smells like smoke upon its return.  Smoking or vaping in the Vehicle is prohibited. You will be charged our actual cost of deodorizing the Vehicle, plus an administrative fee.

Do you allow pets? Pets are not allowed.Let us know your plans in advance and we can be flexible with this policy. Unless written authorization is given by a W/2 Rentals representative before your reservation pick-up date, you will be charged a cleaning and administrative fee if you ignore this policy.

Will my insurance cover me for this rental? Most personal/business auto insurance policies and most major credit cards cover rental cars/vans. Please check your insurance policy, with your insurance agent or broker prior to renting to make sure you have coverage. See our Insurance section below.

How old do I need to be to rent a vehicle? You must be at least 25 years of age. Also you must have held a valid license for minimum 1 year to rent from W/2 Rentals.

What proof of identification (ID) / documentation do I need to bring with me when I pick-up and use the vehicle? A valid driver’s license for Renter and all Driver’s on the reservation. We will verify identity and insurance. Washington State Law RCW 46.30.020 says proof of insurance is required by drivers, specifically “written proof of financial responsibility for motor vehicle operation.”

What are your rental policies? See W/2 Rental policy section below.

RESERVATIONS


What if I have questions about making a reservation? A step by step explanation of how to reserve a vehicle can be found at our How to Book page or by contacting us through our Contact Us page. We are happy to answer any questions you may have.

Why is full payment up front required? Full payment is required to confirm your reservation up front to let you know the vehicle you choose is reserved for you and only you.

Can I cancel or make changes to a confirmed reservation? See our Rental Policies section below for more information.

Can other people drive the vehicle besides me? Unless there is an emergency situation endangering life or property only the Renter and Drivers listed in the Rental Summary may drive the Vehicle.  You the Renter represent and warrant that each Driver listed on the Rental Agreement is a capable and validly licensed and insured driver.

INSURANCE


Does W/2 Rentals offer additional insurance? W/2 Rentals does not currently offer supplemental insurance. If you own a vehicle, your insurance policy may typically cover your rental use.

Generally speaking, any adjustment required by our vehicle use policies around insurance coverage is typically very easy and requires just a quick phone call to your insurance broker or agent.

Loss of use insurance? Just like other vehicle rental agencies, in the case of an accident resulting in damage to the vehicle, we must charge for the vehicle’s loss of use. We suggest you talk to your insurance agent or broker about adding loss of use to your policy.

“Credit Card insurance?” If the card is used for rental payment, it may cover rental vehicles. However, you should talk to your credit card company directly as limits and coverage vary greatly.

VEHICLE


How many people can the vehicle carry? The Mercedes Sprinter Van we offer carries up to 12 people (driver + 11), and can be modified to better accommodate smaller groups. While the Mercedes GLK seats 4-5. 

What kind of fuel mileage should I expect to get? In the Van’s, even with the stout 188-hp, 3.0-liter V6 turbo-diesel engine it’s estimated you’ll get 17-19 mpg. The GLK you’ll get 19-24.

BREAKDOWNS/ACCIDENTS/DAMAGES & FINES


What do I do in the event of a breakdown or accident? Safety first. Make sure you and vehicle occupants are ok and in a safe place.

We’re here to help. Regarding breakdown or accident, contact us by phone at (509) 240-9343 or email at rentals@where2.rentals.

Emergency: In the event of an emergency, contact 911.

Breakdown: After speaking to you we will advise you.  Then either assist you in a repair or have you call Roadside assistance to get you on your way.

Accident: Seek medical assistance first if needed. If everything is ok, after speaking to us we will advise on the next steps. You should also call your insurance company.

What should I do if I damage the vehicle? We know that things happen, just be honest and transparent with us and we will be fair in return. If damage to the vehicle is major while you are using it, please contact us. If damage is minor please note damage on damage sheet in the glove box or center console and turn it in with the vehicle key when you return the vehicle. We will always have damages assessed by a professional, licensed body shop or vehicle repair agency.

Who is responsible for parking fines/ traffic offenses? You the Renter are solely responsible for paying any fines, penalties, and costs associated with any ticket, toll, infraction, violation, or other charge you or the Drivers incur while using the Vehicle during the rental.

You are also liable for the cost of towing, impoundment, storage, or other charges that are imposed against you, the Drivers, or the Vehicle during the rental.

In our sole discretion, we may pay these charges on your behalf directly to the appropriate authority.  If we do so, you agree to reimburse us for what we paid, plus pay an Administration Fee.

RENTAL POLICIES


Why do you have a mileage policy? Our mileage policy is 200 miles per day. Pricing is based on standard assumptions regarding the wear and tear that everyday driving puts on a vehicle. In order to ensure we keep our vans in top condition we impose an additional fee to compensate for the wear above and beyond average mileage. Safety is key, and we think you’ll agree!

Can I make changes to an existing reservation? We know that sometimes things happen and changes need to be made. We will try our best to be accommodating, please visit our Contact Us page.

Can I return the vehicle outside of regular office hours You may return the Vehicle outside operating hours only upon our prior agreement.  If you do so, you are responsible for any damage or loss to the Vehicle until we have inspected and accepted it on the next day we are open for business.

When is an additional day charged? All rentals are charged on a 24 hour billing period. You must return the Vehicle to the Return Location on or before the Return date and hour indicated in the Rental Summary.

Rest assured, W/2 Rentals will be happy to add additional days with prior authorization.

Does W/2 Rentals offer rental extensions? In our sole discretion and subject to availability, we may agree to any request to extend the term of rental.  We must receive and approve your request prior to the scheduled Return date and time set forth in the Rental Summary.  The charge for an extension will be applicable Daily rate + Taxes and processing Fees. Such charges must be paid in full at the time the extension is approved.

What if I am late for my scheduled pick-up? If custom pick-up is approved, our agency representative will arrive at your location at your selected pick-up time. Please note that the renter is responsible for taking delivery within 30 minutes of the pick-up time after which the rental will status will be updated to “no show.”

What if I return my rental vehicle late? You must return the Vehicle to the Return Location on or before the Return date and hour indicated in the Rental Summary.

A Late Return Fee will be applied in addition to any Additional Base Fee owed, this will be assessed if the Vehicle is not returned by the agreed upon Return date and time.

If you fail to return the Vehicle by the agreed upon date and time, your responsibility for damage or loss to the Vehicle will continue to accrue. Without prior arrangement, after the 30 minute grace period you will be charged an extra day’s rental for each additional 24-hour period after the Return deadline at the then-current rental rates (Additional Base Fee), plus a Late Return Fee, plus any additional damages we may incur for our inability to timely fulfill other reservations, plus any other fees that may accrue.  The then-current rental rates may be greater than the rate set forth in the Rental Summary. We will not impose the Additional Base Fee, Late Return Fee, or other similar penalty if you return the Vehicle within 30 minutes of the scheduled Return date and time.

You may return the Vehicle outside operating hours only upon our prior agreement.  If you do so, you are responsible for any damage or loss to the Vehicle until we have inspected and accepted it on the next day we are open for business.

When do your weekend or 2 day minimum rates apply? Generally, we require at least a one-day minimum rental.  However, because of seasonal demands, we may require at least a two-day minimum for any rental period. Additionally, there are some periods where hourly rentals may be available.

Can I book a vehicle and pay for it even if I will not not be the person who picks up and drives it? Yes, you can reserve and book a vehicle on behalf of primary renter. You will need to use whatever email address that will be associated with the renter as that is used in our system to manage that reservation. You must however have permission and all required documents of the primary renter to book. The primary renter and any additional drivers added to the booking must be at the Pickup/Return locations to sign the rental agreement. (Required documents are current Drivers License, Insurance Card/Insurance Policy Face Sheet showing coverage, and Credit card.)

What is my scope of use as a renter? The Vehicle belongs to us.  This is merely a bailment that allows you to use the Vehicle.  You may not sub-rent, transfer, or sell the Vehicle. You may not alter the Vehicle in any way that is inconsistent with routine use.  You are not our agent.

You are renting the Vehicle only for personal or routine business use.  As such, you may not use the Vehicle to carry passengers or cargo for a fee (e.g., a taxi or ride-share) or for any commercial purposes unless we authorize such use in writing in advance.

You are responsible for caring for the Vehicle and reducing the risk of breakdown, damage, or theft.  You must return the Vehicle to us in the same condition you received it, except for ordinary wear and tear due to reasonable use.

While the Vehicle is in your care, you are responsible for using the proper fuel, checking fluid gauges, and refilling fluids as may become necessary.  Of course, you should immediately contact us about any warning lights that illuminate while you have the Vehicle, about any operational problems you experience, or about any concerns or questions you may have about the Vehicle.  

Where am I allowed to drive the vehicle? You agree to operate the Vehicle only on paved roads, properly maintained state or county dirt roads, and parking lots.  You agree that you will not use the Vehicle off-road or on any road unsuitable for the Vehicle, including trails, tracks, dunes, salt plains, beaches, riverbeds, logging roads, forest trails, or any other unimproved road or surface.

You agree that you will not misuse the Vehicle.  By example, and without limitation, you agree that you will not overload the Vehicle, use the Vehicle to tow objects, race the Vehicle, carry illegal or dangerous cargo, or do anything that would harm the Vehicle or delay our ability to re-rent the Vehicle.

You agree to comply with all laws related to the use of the Vehicle, including all applicable laws relating to the holding of a vehicle license and the operation of motor vehicles.  You agree not to use or permit the use of the Vehicle by anyone who is intoxicated or who has ingested any substance that may adversely affect that person’s ability to drive safely.

You may not drive the Vehicle while operating a mobile phone or other hand-held wireless communication device.

Geographical Limitations While we totally encourage fun and adventure, we have geographical limitations; Unless authorized by us in writing, you may not take the vehicle to or use the vehicle:

    • Anywhere in Mexico, Baja California, or Alaska;
    • Death Valley National Park between the dates of April 1 and October 31; or
    • The Burning Man Festival

If you receive advance written permission from us to take the Vehicle to these locations, additional use and cleaning fees will be applied.

CANCELLATION/ALTERATIONS POLICY


If you cancel or alter your reservation more than 21 days before the scheduled Pickup, we will refund you up to a full refund of any pre-paid fees, less a processing charge of 10.0%.

If you cancel or alter your reservation on or between 21 and 15 days before the scheduled Pickup, we will refund you up to 75% of the prepaid Rental, less a processing charge of 10.0%.

If you cancel or alter your reservation on or between 14 and 8 days before the scheduled Pickup, we will refund you up to 50% of the prepaid Rental, less a processing charge of 10.0%.

If you cancel or alter your reservation within 7 days before the scheduled Pickup, we will provide NO REFUND of the prepaid Rental Fees.

If “no-show” for your reservation date and time, we will provide NO REFUND of the prepaid rental fees.

RESERVATION ALTERATIONS We have the right to refuse, cancel, or alter your reservation for any reason.  This includes providing you with a comparable vehicle different than the one reserved.  If the refusal, cancellation, or alteration of your reservation is prompted by our determination that you the Renter or any Additional Driver may be in violation of the terms or conditions of this Agreement, no equitable adjustment or refund of charges or fees may apply.

ADDITIONAL FEES POLICY


Are there any additional fees that might be assessed? In addition to the Fees listed in the Rental Summary of the reservation, Renter agrees to pay other fees which may be assessed. These Additional Fees include:

    • EXTRA CLEANING FEE: Assessed if Renters return Vehicles with excessive stains, dirt, odor, or soilage. Renters are charged actual cost of cleaning, plus a standard administrative fee.
    • SMOKING FEE: Assessed if Vehicle smells of smoke upon return. Smoking or vaping in any W/2 Rentals Vehicle is prohibited. Renters are charged actual costs of deodorizing Vehicle, plus a standard administrative fee.
    • LOST KEY FEE: Don’t lose the key. Fee will be assessed if Renter loses, misplaces or fails to return provided Vehicle key(s) at the return location at the end of the agreement. Renter will be charged actual cost to re-key Vehicle, plus a standard administrative fee.
    • ADMINISTRATION FEE: An administrative fee will be assessed if W/2 Rentals is required to handle any ticket, toll, fine, or to take steps to recover any loss or any damage to Vehicle. Renters are charged actual costs, plus a standard administrative fee.
    • VEHICLE RETRIEVAL FEE: Assessed if Vehicle is not returned to the Return Location. Renters are charged actual costs to retrieve Vehicle, which may include loss of use, additional rental charges plus a standard administrative fee.
    • LATE RETURN FEE: In addition to any Additional Base Fee owed, this will be assessed if Vehicle is not returned by the agreed upon Return date and time.
    • LATE PAYMENT FEE: Assessed if Renters fail to pay any charges owed in a timely fashion. W/2 Rentals typically requests payment for any amount invoiced for damages, fees or other at Net 10 days.
    • INSUFFICIENT FUNDS FEE: Assessed should anticipated payments be declined.

Assessment of Additional Fees do not limit Renter or the applicable Driver’s liability to W/2 Rentals. In addition to fees, Renter and any approved Driver will remain fully liable for all loss of or damage to the Vehicle, including consequential, special, and incidental damages (including losses of use).