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Credits and Promos

Credits are given to members for assisting with a task, helping the carshare community, to apologize for issues, and as promotions for engagement or marketing.

General Rules

  • No credit over $25 is given without approval from MS Manager or Ops Director, unless as direct reimbursement for purchases (gas, rideshare costs, etc.)

Driving Credits

Earnable Credits

These are credits that members can earn by helping out! See our full list of active earnable credits in the Member Handbook - Credits section.

Kindness Credits

If a member does something that helps out the carsharing community that is not already on the standard Earnable Credits, we can give them an appropriate Kindness Credit. Use the same chart as Inconvenience Credits to determine appropriate credit.

Most Kindness Credits fit under the Minor - $5 category, but something like returning a car to a different hub than planned to help our fleet logistics may be a higher category.

Reimbursement Credits

A receipt is needed for all reimbursement credits.

Credit that covers reimbursement of purchases (gas, car supplies, etc) does not expire. In Vulog, this means you set the expiration date to the year 2100.

If a member is displaced from a hub-based trip for an issue outside their control, they are eligible for Rideshare reimbursement with receipt. This credit should expire in a year since it is not a direct purchase for HOURCAR’s use and is instead a courtesy to the member.

Trip Correction Credit

In certain situations, a member may be eligible for a trip correction credit.

Hub-Based Trip Shortening

If a member in a hub-based trip ended their trip early without calling to shorten the reservation, they can be given credits for the unused time. There is no limit to how many times someone can get credit for this scenario.

NOT BTE or AOT

This is NOT to be confused with Bad Trip End (BTE) or Accidental Ongoing Trip (AOT), which have separate processes.

Correction Between Services

If a member is displaced from a hub-based car, they can be reimbursed for the cost of a free-float car equivalent to the time of their hub-based trip. This credit can be added in advance of the trip if the member confirms they'll take an Evie, or we can ask them to reach out after their trip for correction.

Weather or Other Time Spent

If a member was delayed from starting or ending their trip due to issues such as troubleshooting, clearing snow off the car, or other similar things and asks for credit, we can give them credit equal to the time spent on the issue.

This is intended for time spent with active issues with the car or trip, NOT for things like traffic, transit delays, arriving late, or other member caused issues.

Inconvenience Credits

If a member has a bad experience with our service, were displaced from their trip, or other issues, they can be given an appropriate credit.

Inconvenience credits use the default Vulog expiration of one year.

Displacement Credit (Hub-Based)

If a member is unable to take their hub-based trip as planned due to an issue outside their control with less than 24 hours notice, they get a $25 credit towards future trips.

A member who is displaced from a hub-based trip should be offered a rideshare reimbursement or trip correction in addition to the displacement credit.

Displacement Fee

If the Displacement is caused by another member's actions, a Displacement Fee should be charged to the member responsible (late trip, dead battery, etc)

Displacement Credit (Free-Float)

If a member is unable to take their free-float trip as planned due to an issue outside their control, they can get up to $10 credit toward future trips.

Other Inconvenience Credits

In a scenario where a member is inconvenienced but not displaced, use the chart below to determine an appropriate amount of credit to give.

Severity Amount Due
Minor $5
Average $10
Large $15
Major $25

To determine the severity of the issue, take into consideration:

  • Who is responsible for the issue? (If member is responsible, credit may not be appropriate)

  • How long was the member inconvenienced for?

  • How much warning did the member have of the issue?

  • External situations surrounding the issue (weather, urgency, member's needs, etc)

Promotional Credits

Promotional credits are given based on the details specified in the Promo by the department or team who arranged the credit. These can be for all members or just for new members, depending on the configuration.

Promotional credits expire after 60 days unless stated otherwise.

Find Promos

Active Promo info can be found in different places:

  • HOURCAR Help Desk

    • Member Services is included on all Promo requests and can look through closed tickets to see recently created promos. This should have information on amount, expiration, and any other details.

  • Campaigns and Promos Teams Channel

    • Ad campaigns or active fliers will be posted here. This is a great place to ask any questions about promos as well.

  • Vulog Promos Tab

    • Once you've found the promo name, searching it here will show the details of the promo

Promo Scenarios

A member is having trouble entering an active promo code:

  • Try some basic troubleshooting with them to ensure they're typing it in correctly. If this does not work, we can manually enter the credit equal to the promo code amount.

A member is trying to use an expired code they didn't redeem on time:

  • If the code expired within a week, credit can be manually entered to equal promo code amount.
  • If it is over a week expired, they cannot get credit for this code.

A member joins during a new member promotion and reaches out about the missed promo code they didn't use:

  • Credit can be manually applied to their account to match the promotion details
  • If they paid full price for registration but the promo offered discount on registration, give an equal amount in Drive Credit instead.

An existing member asks about getting discounts from a promo for new members:

  • If the member joined within a month of the new member promo, credit can be manually added to their account to match promotion details.
  • If the member joined over a month from the new member promo, they cannot use this code. Encourage them to charge Evies or refer friends for credit opportunities.