Frequently Asked Questions

For same-day bookings, please call us directly at 8442678477.
We'll be happy to check real-time availability and assist you right away. er to this item.

• Yes — however, a Young Driver Fee of $25/day applies for drivers aged 18–24. No fee is charged for U.S. drivers aged 25 and up.

We offer two convenient toll pass options for your rental:

• Basic Toll Pass – $30.00 One-Time Fee
  This option provides a $30 toll credit. If your toll usage exceeds that amount, you’ll simply be charged the difference after your trip ends.
   
• Unlimited Toll Pass – $10.99/Day
  This plan gives you unlimited toll usage for a flat daily rate — no need to worry about how many tolls you pass through during your trip.
   

Choose the option that best fits your travel plans when booking your vehicle.

We require a refundable security deposit at the time of booking:

• Young Driver Deposit: $350
• Standard Deposit: $250 
• Reduced Deposit: $150 (with purchase of a protection plan)

The deposit is fully refundable as long as the vehicle is returned undamaged and in the same condition it was received. Please note that the refund may take up to 15 business days to process, depending on your bank or payment provider.

• The hold on your card is released upon return and final inspection of the vehicle. Refunds will disappear from your bank statement within 5–10 business days, but depending on your bank, this may take up to 15 business days. 

• To rent a car, you must be 18 years or older, have a valid driver’s license, and provide a major credit or debit card. 

• Aqui Coqui Car Sharing does not provide traditional auto insurance.
• We offer an optional Rental Protection Plan (RPP) for an additional daily fee, which helps cover damage to the rented vehicle, subject to the selected plan and deductible.
• The Rental Protection Plan protects the rental vehicle only. It does not provide third-party liability insurance unless otherwise stated in your agreement.
• You may choose to decline our Rental Protection Plan if you have valid personal auto insurance that covers peer-to-peer car-sharing rentals and can be verified.
• We strongly recommend confirming coverage with your insurance provider before your trip.

• Yes. You may use your personal auto insurance policy if it extends coverage to peer-to-peer car-sharing rentals like Aqui Coqui Car Sharing.
• To use your own insurance, coverage must be verified through AXEL, our third-party insurance verification partner.
• If your insurance is approved through AXEL, you may decline our Rental Protection Plan.
• If coverage cannot be verified or does not apply to car-sharing rentals, you must select one of our available protection options to complete your reservation.

• Free cancellation if you cancel more than 48 hours before scheduled pick-up.
   
• Late cancellation (within 48 hours): a 25% fee of the total reservation.
   
• Same‑day bookings: cancel within 1 hour for free; otherwise, the 25% late‑cancel fee applies.

To help expedite your time at the counter, we've partnered with Axle for you to quickly and securely share your insurance information by signing into your insurance account or by uploading proof of insurance. Axle is committed to your online data privacy, and you'll be able to see what information is being shared throughout the process.  More about Axel

• The Trip Fee is a standard, non‑refundable charge added to all reservations. It helps cover operational costs like maintenance, roadside assistance, and customer support, ensuring we offer competitive rates and reliable service.

• Hosts will reach out 48–72 hours before your reservation via WhatsApp. Please have the WhatsApp app installed to connect with your customer service representative, host, and manager in the same chat group. 

• Aqui Coqui offers 24/7 customer support through our WhatsApp group chat, which includes your host, a customer service representative, and a support manager — all in one place.
  If you need immediate assistance during your reservation, simply message your host through the WhatsApp group for fast help. 

• Always call 911 first. Then, contact your host immediately via WhatsApp or phone. They will guide you through the next steps. 

• Only if you request a modification in advance and it’s approved by our team. Otherwise, early returns are not eligible for a refund. 

• We provide a 30-minute grace period after your scheduled return time.
• If the vehicle is returned within 30 minutes, no late fee will apply.
• If the vehicle is returned more than 30 minutes late:
  • A prorated hourly rental charge may apply based on the vehicle’s daily rate.
• If the vehicle is returned 1 hour or more after the scheduled return time:
  •  A $30 Late Return Fee will apply
  •  A prorated hourly rental charge may also apply
  •  Any additional parking or operational costs may be charged
• Late returns may impact other reservations. Extensions must be requested and approved in advance.

• If your host cancels less than 30 minutes before your scheduled pick-up, you’ll receive a full refund, and our team will help you rebook or process a refund within 24 hours. 

• Yes — we require a 20% deposit to secure your reservation. The remaining balance must be paid before vehicle pickup.
  You can cancel for free up to 48 hours before your reservation starts. After that, a cancellation fee may apply. 

• Yes, at Aqui Coqui, we use Stripe as our trusted payment gateway to process all transactions. Stripe is a PCI DSS-compliant platform, which means your payment information is handled with industry-leading encryption and security standards.
• Your safety, privacy, and trust are our top priorities — so you can book with confidence.

• ✅ Yes — customers can log in through the website to manage their bookings.
• 🔐 Click the “MY BOOKING” tab at the top of the page. 
• 👤 Sign in using your account (email, Google, Apple, or Facebook).
• 🗓 Once logged in, you can:
  • View your active and past reservations
  • Modify pick-up/drop-off times (subject to approval)
  • Add or remove extras (e.g. toll pass or insurance)
  • Access your WhatsApp group for live support

Note: Some modifications may require approval based on timing and availability.

• Phone (U.S. toll-free): (844) 267‑8477  
• Email: customerservice@aquicoquicarsharing.com

Yes. We offer customized VIP pick-up and drop-off service to Airbnb and private addresses within our service area.

How it works:

✅ Flexible locations within 20 miles.

If your Airbnb is within a 20-mile radius of our service area (San Juan, Carolina), we can deliver and collect the vehicle. Addresses outside this radius require supervisor approval.

📅 Coordinate in advance.

Contact our team as soon as your reservation is confirmed so we can review availability and schedule your customized delivery.

📍 Confirm details.

Provide your reservation number and exact Airbnb address. Pick-up and drop-off times may vary based on traffic, distance, and operational scheduling.

💎 VIP Customization Fee.

A VIP Drop-Off or Pick-Up fee ranging from $30 to $45 will apply depending on distance and coordination requirements.

This VIP fee is separate from and in addition to any standard delivery fee included in your reservation. The VIP service covers customized coordination and non-standard location handling.

📲 Stay updated via WhatsApp.

Our team will contact you 48–72 hours before your reservation to finalize coordination details.