Owner FAQ

 

COVID-19 Updates for Owners

I need to remove the hardware that was installed in my car, what do I do?

If you still have the hardware in your car, please message us through the Owner Dashboard with this information along with a day and time that the car will be available and accessible for a technician to remove it.

How can I monitor updates?

Maven will continue to send email updates as things develop. You can also view any updates on Maven.com and join our Owner Facebook group where we will also post any update and you can connect with other owners.

Will I still be paid out on time?

Yes. All payments will be processed as usual.

When will my car be able to be active on Maven again?

Unfortunately Maven is closing its services. Your car will no longer be active on Maven and you will be contacted for an offboarding appointment.

Joining Maven Car Sharing for Owners

Can I smoke in my car?

It is your car, so if you are a smoker, you are allowed to smoke in it. We do not allow smoking by Maven drivers in any of our cars. If you are a smoker, you will not be eligible for compensation if it is found that your car smells like smoke after a reservation. If you do smoke, please indicate this in your car's location description so that Maven drivers are aware and can make the best decision for themselves when renting a car with Maven.

What are the maintenance requirements?

Owners are responsible for completing and paying for all regularly scheduled maintenance on their car. All cars should be maintained in a manner that is safe to operate by not only Maven drivers, but the owner, too. This includes no modifications, devices, equipment, or other items that could interfere with the safe operation of the car. For further information, please refer to the Maven Owner Agreement.

Scheduling Your Car's Availability

Is there a minimum amount of time I need to make my car available to rent?

We do not have a minimum requirement, but we encourage all Owners to keep their car available as much as possible in order to maximize their earning potential. Another reason? We reward our Maven owners with a one time $150 sharing bonus if they make their car available for rent at least 15 days per month (equivalent hours) for three consecutive months.

Earnings & Payments

How do I get paid once my car is reserved?

Maven will deposit funds into your Stripe account each Wednesday for the previous week of reservations (Monday-Sunday). Within 24 hours of that deposit, you will receive a text notification from Stripe confirming the funds are in your Stripe account. The automatic transfer of funds from your Stripe account to your connected personal account will take 2-10 business days.

The automatic transfer of funds from your Stripe account to your connected personal account will take 2-10 business days. You will be able to view your weekly statements through the Owner Dashboard which will provide additional details on your earnings and reimbursements that were processed during that week.

How do I set up my Stripe account?

To set up your Stripe account, log in to your Owner Dashboard, click Account, and under the Payout section, click on Add Stripe Account. Once in Stripe, provide the required information to set up your account.

How often do I get paid?

You will receive payment on your reservation earnings to your Stripe account each Wednesday for the previous week of reservations (Monday-Sunday). Funds will be reflected in your Stripe account within 24 hours. These funds will automatically transfer from your Stripe account to your connected bank account in 2-10 business days.

How can I tell if I have been paid?

Log in to your Owner Dashboard and click on the Account tab, then scroll to the bottom of the page and click on the link to access your Stripe account. (You may also access your Stripe account via the text you received regarding your payout.)

Note: The first time you access your Stripe account through your Owner Dashboard, you will be prompted to go through a 2-Step verification. Stripe will text you a code which you must enter when logging into your Stripe account as part of this 2-Step verification. Once confirmed, you will no longer have to perform this validation.

What if I have a billing question/issue?

If you have a question regarding your earnings or reimbursement requests, please message us through your owner dashboard.

I can't access my Stripe account, what do I do?

If you have questions regarding your earnings or reimbursement requests, please message us through your owner dashboard.

Can I view my earnings even before I am paid?

No, you cannot view future earnings, you can however log into your owner dashboard and view your previous earnings. You can also select Print View in the top right corner to give you your Monthly Statement.

What is the Sharing Bonus and how do I get it?

The Sharing Bonus is our way of saying thanks for contributing to the sharing economy. Maven owners who have their car available for rent a minimum of 15 days availability (equivalent hours) for three consecutive months at will be given a one-time bonus of $150 at the end of that three month period.

What is the percentage I get to keep from my rental earnings?

For each completed reservation on your car, you will receive 60% of the total reservation cost (excluding taxes/fees.) The remaining 40% is used by Maven to cover things like the insurance on your car while in rental and OnStar's 24/7 emergency and convenience services.

Is the incentive amount the same for every car make/model?

Yes, for any car that is listed for rent with Maven, the Owner will receive 60% of the reservation cost.

Are my earnings taxable?

Income earned from car sharing activities is subject to federal income taxes and may also be subject to state income taxes. You may be able to deduct certain related expenses from your income. You should maintain detailed records of your income and expenses from car sharing (i.e. a log). Since each individual’s tax situation is unique, please consult with a tax professional for specific information regarding your car sharing income and deductions.

How does Maven handle taxable income?

You are the owner of a rental vehicle. You will receive income from Maven Members and perhaps Maven, itself. Maven will not withhold taxes from any car sharing payments due to you. Consult a qualified tax professional for additional information.

Will I be required to calculate and collect tax from Maven drivers who rent my car?

No, Maven will calculate relevant taxes imposed on the driver (such as sales tax), collect these from the driver, and remit to the relevant tax authority as appropriate.

Can I transfer my earnings towards a Maven car rental?

Not at this time.

Why do I need to provide my Social Security Number to Stripe?

For tax purposes, any owner that earns $600* or more with Maven needs to provide their Social Security number in order for Stripe to provide the owner their 1099.

*Certain payment types.

What happens if I don’t provide my Social Security Number to Stripe?

If you have earned $600* or more with Maven and you have not provided your Social Security number to Stripe, any additional earnings will be held by Stripe and subsequently not deposited into your personal account until you provide that information. Additionally, Stripe will not be able to send you your 1099 for tax purposes.

*Certain payment types.

How do I provide my Social Security Number to Stripe?

Be on the lookout for an email from Stripe with this subject line: “Stripe needs more information to verify your identity with Maven”. Click the button in the email to add your Social Security number to your Stripe account (this will be how you verify your identity). If you don’t have the email, you can always access your Stripe account from your Owner Dashboard under your account.

When will I receive my 1099?

The Maven team will be evaluating if each Owner has hit the earnings threshold to be issued a 1099 tax document for 2020.  If a 1099 is required, a Maven representative will reach out to that owner to discuss the process and timing for receiving the document.  However, even if the 1099 reporting threshold is not met, you may still need to report your Maven income on your 2020 tax return.  Please consult your tax professional regarding any tax advice.

What if a driver is late returning my car?

Maven drivers are responsible for returning the car on time or extending their reservation (if available) through the Maven app.

If a driver does return a car late resulting in an inconvenience to you or another driver, we will compensate for any late usage at a 60% rate to you. Also, we will compensate Maven Owners $30 per hour each hour the car is late, up to 3 hours for the inconvenience.

What happens if the person who rented my car leaves it dirty?

If you believe a driver has returned your car excessively dirty, please submit a claim through your owner dashboard with photos of the interior of your car, your name, VIN, and a date/time stamped receipt for the cleaning. Provide us with as much detail as possible. We will review the information submitted and reimburse extensive cleaning up to $100.

What happens if the driver smokes in my car?

Maven has a zero-tolerance policy for smoking in Maven cars, which is why we've included a no-smoking sticker for your car. If a driver returns your car with evidence of smoking, and you do not smoke in your car per your onboarding agreement, you are eligible for a reimbursement of up to $50 for cleaning with an itemized receipt. Within 24 hours of noticing the evidence of smoke, please submit a smoking claim in your owner dashboard and include photos of any physical evidence, such as ashes, along with a copy of your cleaning receipt. If you need a replacement no-smoking sticker, send a message to owner support using the “message us” feature in your Owner Dashboard.

What happens if the person who rented my car returns it damaged?

If you believe your car was damaged during a reservation and the extent of the damage is greater than what is considered normal wear and tear (details below) this form must be filled out within 24 hours of the end of the reservation. Mandatory photos must be taken and submitted within 24 hours of the ended reservation in the owner dashboard. Pertinent details such as the size/depth/location of the damage on the car, your car's VIN, and your name must be included.

Upon request from Maven you must supply your vehicle inspection photographs as defined in section 2.9.9 of your owner agreement.

Owner Reimbursements when referencing wear and tear or claimed related issues can be referenced at www.maven.com at the bottom of the web page. Click on the Owners Terms of Service link and refer to Section 4.3.14.

Maven reserves the right to remove the owner and/or vehicle from the marketplace if the owner is providing an unsafe vehicle, a vehicle that breaks down, or a vehicle that is not advertised.

Maven’s guidelines for normal wear and tear are below and may not result in a damage claim that can be submitted. To be considered a damage claim, the damage must be greater than the following guidelines and be submitted within 24 hours of the reservation ending.

Exterior: Body, Wheel, & Tire Damage:

Interior:

Misc.:

What happens if the person who rented my car gets into an accident?

You're covered by our $1,000,000 insurance policy if a Maven driver gets into an accident while in reservation with your car. If you notice damage on your car, or Maven is informed of an accident/damage by a driver or third party, Maven will need to verify that the damage occurred during a rental. Once confirmed, we will submit a claim on your behalf to Maven's insurance provider. Our insurance provider will keep you informed of the car's repair status and provide you an allowance of $30/day for a rental car while your car is being repaired.

In the unfortunate event your car is not repairable, Maven's insurance provider will work with you to settle your account for the estimated value of your car.

What is a damage fee and when does it apply?

Maven Owner cars are insured through Maven’s insurance policy when they are in a reservation, being driven by a Maven member. If one of our Maven members causes damage to your vehicle during a reservation, Maven may charge the member a $1000 damage fee. We will work with you through our insurance partner to complete the necessary repairs at no cost to you. At all other times outside of a Maven member reservation, including when you are using your car for personal use, your own insurance policy will apply. Note that the damage fee can apply for collisions, windshield cracks, vandalism, dents, scratches, and third party damage that may occur during a reservation, but NOT normal wear and tear to your car.

If a driver damages my car or gets into an accident, how am I compensated for lost time to list my car?

Besides the $30/day allowance that you can use toward a rental car while your car is being repaired, any scheduled reservations on your car at the time of the within 24 hours will be paid out to you at the 60% rate you receive for completed reservations.

Are drivers responsible for traffic tickets or parking citations?

Maven drivers are liable for any traffic tickets, parking citations, and other infractions that occur during their reservation. If the car is street parked, the driver is also responsible for any parking citation the car receives up to 24 hours after their trip end time, unless someone else takes possession of the car (such as the owner or another driver).

I received a parking ticket that happened while my car was in a reservation. What do I do?

If you receive a parking ticket, please pay the ticket and then email a scanned copy of the ticket and proof of payment to ownersupport@maven.com within 90 days of receipt of ticket. We will refund you for the cost of the ticket, plus a $15 inconvenience refund.

What happens if the person who reserved my car drives on a toll road and doesn't pay the toll?

If you receive a ticket for a toll, or you find toll charge on your toll account that occurred during a reservation, please pay the toll and email a copy of the ticket or report to ownersupport@maven.com within 45 days. We will reimburse you for the amount of the toll incurred during a reservation.

Can I choose where my car is repaired if my car is involved in an accident or is damaged?

For any accidents or damage incurred during a reservation on your car, Maven works with our insurance partner to get the car to an approved in-network shop to provide an estimate and make repairs.

Can I get reimbursed for maintenance expenses related to may car?

No, regular maintenance services, such as oil change and tire rotations, are the owner's responsibility. (Check out our Owner Agreement for more info.)

Maven's guidelines for normal wear and tear are:

Exterior

Interior

Wheels and Tires

I'm trying to use my car for personal use but I can't start my car and I see a 'Theft Deterrent Message', what does that mean?

If you see a 'Theft Deterrent Message' and your car won't start, please press the Blue OnStar button in your car. Explain that you had previously been sharing your car with Maven, you are seeing this message and your car won’t start. An advisor will be able to assist you.

What should I do if the police contact me regarding a driver who rented my car listed with Maven?

Should you be contacted by local authorities regarding your car and/or the driver who reserved your car, please confirm with the officer that your car was listed with Maven and if there was a scheduled reservation on your car at the time in question.

If the officer is looking for specific information about the driver, refer the officer to esismavenclaims@gm.com. The officer will be required to provide a subpeona.

Insurance & Damage

Is insurance included?

We've got your back. Maven Owners are insured through our $1,000,000 auto liability insurance policy while their car is on a trip, so you can rest assured about the safety and security of your car. Coverage also includes comprehensive collision, theft and rental car insurance.

Am I responsible for a deductible if a driver gets into an accident with my car?

If your car is involved in an accident or is damaged while in a reservation, your car is fully covered by Maven's policy, however you may be required to pay up front for damages and Maven will reimburse you.  See section 4.3.14 of your owner agreement.

If a driver gets into an accident in my car, will that impact my personal auto insurance premiums?

It should not, because the car is insured through our insurance while in reservation and because you were not the driver, but please consult your insurance agent.

Is car rental included if my car is in for repairs due to damage or an accident?

You will receive a stipend of $30 per day from the day the car arrives at the approved repair facility until the repairs are completed (up to 30 days.) If your car rental exceeds $30 per day in order to have a "like vehicle", we will work with you to compensate you for the difference. If you choose not to rent a car, you can use this stipend to compensate for loss of earnings up to $30 per day until the repairs are completed (up to 30 days).

If my car needs repair due to an accident or damage caused by a driver, will I be compensated for lost days to earn?

Any scheduled reservations on your car within 24 hours from the time of the reported accident or damage will be paid out to you at the 60% rate you receive for completed reservations.

Does Maven provide gap insurance?

Our partner insurance carrier provides gap insurance, which covers the difference between the balance owed on your car lease or loan and what our insurance provider will cover if your car is considered a total loss.

Account Information

What happens if I forget my password to access my account?

It happens! There is no limitations to how many times you can attempt to login, but if you can't remember your password, click on ""Forgot Password"" and you'll be sent an email with instructions on how to reset your password.

Passwords should be a mix of upper and lowercase letters, numbers, and special characters with a maximum of 25 characters.

How do I manage my car's profile?

You can log into your Owner Dashboard to view information about your car and the history of reservations you had.