Joining Onto

No, your payment date is fixed and will be on the same day every month.
7 days before your next month's subscription commencement date, we will attempt to authorise the funds for your next month's subscription, only once you have signed your hire agreement.

When must your pre-authorisation payment be made:

If the pre-authorisation of your subscription fee is not successful 3 days before the commencement date of your subscription, we may refuse service from the proposed commencement date of your next month's subscription and your vehicle will be collected on the day of your active hire agreement end date.

A pre-authorisation attempt is tried several times and if successful the funds are not taken from your account until your next months subscription commencement date. They are just put on hold to ensure that on the day of your next month subscription commencement date there are no payment issues and the process is as smooth as possible.

Please be aware the date you first have your vehicle delivered will not be your payment date for the following months due to the above conditions.

So we recommend you have your first month's subscription starting 7 days after the day you will have funds available.
The following is not included in your subscription:
1) Any fees, fines or penalties incurred whilst under subscription (PCNs, charging overstay fees, etc)
2) Any damage you to do the car that falls outside of our wear & tear guidelines
3) Additional named drivers (you can purchase this as a bolt-on)
4) Additional mileage (you can purchase this as a bolt-on)
5) Delivery, collection and swap fees
We will replace the vehicle tyre at our cost when it is at or near the UK legal limit, where this wear has occurred during normal use and not from abuse - e.g. excessive acceleration, braking or cornering.

For the avoidance of doubt, the law requires at least 1.6mm throughout a continuous band in the centre 3/4 of the tread and around the entire circumference of the tyre. We will change the tyres when they reach a tread depth of 2mm.

We ask that you check the condition of the tyres and their pressures regularly - the pressures to be used are indicated in a label attached to the vehicle around the areas of the drivers/passengers door or the charging point cover.

Punctures, tread, sidewall and all other damages are not included and will be charged separately.

This charge may also include callout fees as appropriate.

If you chose to replace a tyre outside of the Onto process, then it must be replaced like for like. Tyres are checked at return and you will be charged for a replacement if an incorrect tyre has been fitted.
Yes, all approved drivers have fully comprehensive insurance included in their subscription. Each car comes with fleet insurance which enables drivers to be insured when switching cars.
Yes. We include a membership card to the BP Pulse, Shell Recharge, InstaVolt (available from 17th of May) and access to the Tesla supercharger network with our Tesla subscription. This provides access to all their chargers for free, including the rapid ones. To learn more about charging with Onto, click here.
Our Onto subscription includes the following:
1) Fully comprehensive insurance with a £1000 excess.
2) Free public charging at Shell Recharge Network and BP Pulse. The Tesla Supercharger Network is also included for Tesla subscriptions.
3) Servicing and maintenance.
4) Breakdown cover.
5) Wear & tear.
6) 1000 miles per month (additional mileage packages are available).
When you book a car you will be charged either 50% or 100% of your subscription payment (including your delivery fee) depending on how far in advance you book your car.

If you book your car within two weeks of your delivery date you will be charged 100% of your subscription payment when you book a car. If your delivery date is more than two weeks away, you will be charged 50% when you book a car, and 50% seven days before your delivery.
Head over to our cars page where you can see which cars are available. Alternatively, on the book a car page you can also see specific delivery dates by putting in your postcode.
Once you've signed up on our website, you can book a car using our online booking page or if you’d like to speak to someone please call free on 0800 030 6840.
Simply click on the sign up button at the top right of our site. You’ll need your driving license, a credit/debit card and a selfie. It only takes a couple of minutes.
You need to be between 25 – 85 years old, along with the following requirements:
(For Premium vehicles, you must be between 30 - 85 years old)

a. Full UK/EU Driving Licence: 1 year.
b. Resident in the UK.
c. No more than six penalty points in the last three years (minor convictions).
d. All major motoring convictions must be referred.
e. Not banned from driving within the last five years.
f. No more than one fault claim within the last three years.
g. All criminal convictions must be referred
You can find and download your VAT invoice in the ‘My Account’ page on our site, by scrolling to the bottom. Here you will see a list of all your past payments.

Deliveries

We can deliver the car to any UK mainland address, as long as it is your home residence or your workplace. We are happy to accommodate a convenient time for you.

We have a standard fee for all delivery, swaps and collections across mainland UK. These are the fees:

- £49.50 for delivery
- £49.50 for collection
- £49.50 for swap
Your car will be delivered in the booking window selected at the point of booking, and at the beginning of the window, you'll be able to see the car location by clicking on “Car location” on your Onto app. We will do our best to deliver during your booking window, but on some rare occasions, issues arise that are out of our control so we can not guarantee this.
Your driver will call to provide an ETA close to the time of delivery. Due to reasons out of our control, there are a few cases where your car may be a bit delayed. If this happens, we will give you a call to let you know.
Our team checks every car before delivery, and we do everything we can to ensure there is no damage present.

However, please check your car thoroughly when it’s delivered to you. If there is any damage, please report it through the damage button on the app. You will not be held responsible for any damage that was already there when you received the car.
You must request your subscription to be cancelled at least 2 working days prior to the commencement date as shown on your contract. You may be liable for the delivery fee if your request is not received within this time. Requests to cancel can be made via phone or email.
The delivery driver will confirm items in the car when delivered. If there is anything missing please contact our Customer Service team.

The Onto App

Our app supports iPhones with iOS 13 (iPhone 6S onwards) and above and Android phones with Android 6 and above.

At the moment, you can use our App with most phones and tablets, except the following:

- OnePlus 8 Pro
- Redmi Note 8S
- RedMi Note 9S
- Oppo Find X2 Pro
- Oppo A53
- Huawei Honor 10
- Moto G8 plus
- Alcatel Pixi
- Nokia 5.3

If you have one of these devices but would still like to get an Onto subscription, please get in touch with our team so they can give you alternative options!
Our app enables you to connect, lock, unlock and start your car. It will also show you the amount of miles you have left, the charge level and location of your car. Please see our quick start video [link] to see how it works!

Depending on the car you book, there are other features you may be able to access through our app, such as pre-heating, opening the charge flap or opening the bonnet. If you book a Tesla, you will also be able to access most features from the Tesla app through our app.

Please note when you unlock the car, you will have a minute to start it. This is for security purposes. If you unlocked it but more than a minute has gone by, you will need to lock it and unlock it again to start the engine.
Our app is user friendly and very intuitive to use. Nevertheless, when you book in your car, you will receive a Quick Start Guide providing screenshots and explanations of how to use our app. If you have any questions, we have a 24/7 phone line and our Customer Success team will be happy to help you.
Yes. Our app communicates with the vehicle via Bluetooth, so please ensure your Bluetooth is on.

You will need to download the virtual key to access the car. This is done automatically when you open the App, so please ensure you do this with WiFi or data at least once a day. After that, the key will be stored on your device for up to 24 hours, so you will be able to access the car in those 24 hours even if you don’t have data or WiFi available. It will only store the key for 24 hours for security purposes.
No, please do not share your login details with anyone. If you wish to add additional drivers to your subscription, all they have to do is register on our website. You can have up to three additional drivers on your subscription (at a monthly fee of £9.99 for 1 named driver or £14.99 for up to 3 named drivers) and they will get their own login details to access your car through our app.

Using My Car

Take a look at our Quick Start Video here . In a couple of minutes, you will learn how to use our app, drive your car and all you need to know about charging.
All our electric vehicles come with two chargers: a Standard 3-pin domestic charger, and a Type-2 charger. We provide membership cards for Shell Recharge Network and BP Pulse , giving you access to thousands of chargers in the UK. This is included in your subscription and enables you to stop and charge for free. If you are driving a Tesla with us, you also get free access to the Tesla Supercharger Network .
Your car’s range is dependent on many factors and one being the temperature. On a cold day, you are most likely to see a drop in range than on a warmer day. Batteries rely on a chemical reaction to release electricity and these reactions are slowed down in colder temperatures. To see a table with estimated range depending on the weather, visit our website’s page for your car and click on “view all specs”.
You can, of course, charge at home (using either your wall-mounted charger or if you don’t have one a standard 3-pin plug) or at any other charge point that is compatible with your car, but both of these options will be at your expense.
You can add up to three named drivers per vehicle, who each have to meet the qualification criteria to be eligible to drive our cars. All they have to do is register on our website; they don't need to contact us. We action this within 48 hours and the main driver will receive an email to confirm they are to be added to the account and once confirmed they can drive the vehicle. There is a monthly fee of £9.99 for one named driver or £14.99 for up to three named drivers which will be added to your monthly charge.
Please report any damage through the damage button on the Onto app. Here you will be able to write a description of the damage and upload a picture. You can report damage as many times as you need through this option.

You will be charged for any damage that is outside of our fair wear & tear policy.
We include wear and tear in our subscription. This means you will not be liable to pay for damages that are outlined in our wear and tear policy, which include the normal deterioration of a car.

We comply with the industry standard BVRLA fair wear and tear policy. Please review our wear and tear guide for detailed information, which you can find under My Account > Useful documents.
Yes, as long as it is a manufacturer approved one and does not damage the vehicle.
We will replace the vehicle tyre ‘free of charge’ if the tyre tread has come to or is near the UK legal limit, where the tyre has been worn within the manufacturer’s timeline and/or mileage, and not from excessive acceleration or braking. Tyre punctures are not included and will be charged separately.
If you want to swap to a different car, simply give us a call and we will organise this for you. A swap has a standardised fee of £49.50 for the collection of your current car and the delivery of your new car.
If you want to return your car, please go to “My Account” and cancel your subscription. You can then arrange a date and time for us to collect your car, which has a fee of £49.50.

Before we collect your car, please inspect it for any damage and if any damage is found please take a photograph and report it immediately through the app.
- Our insurance is fully comprehensive.

You are allowed to use the car for social, domestic or pleasure purposes. You are also allowed to use the car for commuting and occasional business use. Commercial use of the car is prohibited; this includes being an Uber/delivery driver or similar, or using the car for business purposes constantly.

Vehicle liability insurance is included and provides coverage for 3rd party cover for accidental death of or injury to any person relating to an accident.

The cover provided for damage to property is limited to £10,000,000 in respect of any one occurrence or series of occurrences arising out of one event. This limit is increased to £20,000,000 for any incident involving a private motor car. The limit is restricted to an amount of £5,000,000 if at the time of the loss, damage or legal liability occurring the Insured vehicle(s) was/were being used for the carriage of passengers for subscription and reward, or the carriage of Hazardous goods.

- What is the excess if I’m involved in an accident?

If you are involved in an accident, you are liable to pay an excess of £1000, i.e. the first £1,000 of costs. After an investigation, if you are not at fault, this amount will be refunded to you in full. If you are at fault and the cost of the repair is over £1000, you will not be refunded. If you are at fault and the cost of the repair is under £1000, you will be refunded the difference. We do not make a profit from repairs, and you will pay the repair cost with no added fees or hidden charges.

- Anything else I should know?

Please note any breach of the terms and conditions may invalidate the insurance cover we provide. Failure to cooperate with an insurance claim will be subject to a fee of £3,000.

Our insurance policy satisfies the requirements of the relevant law applicable in Great Britain and Northern Ireland to insure against liabilities for death, bodily injury and property damage caused by, or arising out of, the use of a vehicle on the road in Great Britain and Northern Ireland only.

This is only a summary of frequently asked questions about our insurance policy. Please refer to our driver hire agreement for more information.
The London congestion charge for our Onto vehicles is included in your monthly subscription cost so you don't have to worry about this.

If you have been given a courtesy vehicle while your Onto vehicle is in our servicing and repair network then you will need to pay for the London congestion charge. We will reimburse this cost; all you have to do is provide us with the receipts for your payments. Please send these to us directly at [email protected]
If you want to take your car outside the UK, please contact our customer service team and they will send you a form to fill out. Please make sure you complete this form 14 days before your journey. Once you have sent the form, our team will get back to you with the next steps!

Here are the travel fees:
1 - 7 days = £100
8 - 14 days = £150
15 - 28 days = £200

To read more about travelling outside the UK, check out our blog .
You get 1,000 miles included in your monthly subscription. If you do more mileage, you can purchase additional mileage packs or pay the excess fees. Learn more here.
Our vehicles are smoke-free vehicles. We do not allow smoking under any circumstances. If you need to smoke, please do so away from the vehicle. Any smoke damage reported will result in cleaning fees for which you are responsible.
Yes, you can take your pet in your Onto car. You must ensure that your pet leaves no scratch marks, dirt or hair behind. You will have to pay an additional cleaning fee if this happens.

For safety, we always recommend using a transport box for your pet and placing it in the boot.
Yes, you can get in touch with us to get a copy of your V5 for situations where you may need one, such as applying for a parking permit with your local council.
No. We register all our cars for services such as London Congestion charge or Dart charge, so you cannot change the number plate.
To learn all about how mileage works, please check out this blog.
Your account may be terminated if you break our terms and conditions. Depending on the severity of the event, we may not allow you to continue with your subscription with immediate effect or not allow you to continue on to renew your contract for another month.

Accidents and Breakdown

If there is a problem with the vehicle, please call us immediately on +44 (0) 8000 306 840. We provide 24/7 road service. Keep in mind that you may be liable for the cost if it is due to driver error. This includes if you run out of charge while on the road, where a tow charge will apply.
If there is a problem with the vehicle, please call us immediately on +44 (0) 8000 306 840. We provide 24/7 road service. Keep in mind that you may be liable for the cost if it is due to driver error. This includes if you run out of charge while on the road, where a tow charge will apply.
If you are involved in an accident, try to keep calm and follow the guidance
below which outlines everything you need to know. We promise to do
everything we can to get you back on the road as quickly as possible

• First, you must stop. It’s a serious offence not to do so – and, if anyone
is injured, you must report the accident to the police as soon as you can – certainly within 24 hours.
• Safety. Switch your vehicle off, turn your hazard lights on and get out of your car safely. Stand a safe distance away from your car and the road. Make sure your vehicle is moved to a position of safety, and is protected from further damage.
• Liability. Do not admit blame or liability for an accident or offer to pay for any damage. Please tell us if any other person admits blame.
• If anyone is injured or property, including another vehicle, is damaged you must give your name and address to anyone involved in the accident, together with details
of your vehicle and your insurers.
• How to help us deal with your claim. Make sure you collect the names, addresses and phone numbers of any drivers, passengers, pedestrians or cyclists involved as well as the details of any witnesses and police officers if they attend the scene.
• Drivers involved in an accident are legally obliged to provide details of their insurance company and their policy number.
• A diagram of the accident scene is always helpful so please try to draw one as soon as possible after the accident and show vehicles, the road layout, and any other relevant features including the positions of any witnesses.
• Photographs of the vehicle damage and relative positions are always very helpful.
• Call us. Don’t delay, even if you do not plan to make a claim, it is vital you report an accident to us immediately, so please call Customer Services and select the option to report an accident, where one of our friendly team will be happy to help you.

Collecting this information and reporting accidents quickly will help ensure accuracy about the incident and may prevent false or exaggerated claims from third parties and increased costs.
We will get in touch with you when the car is due for servicing. We work with local providers to ensure you do not need to go out of your way to service your car. Servicing is included in your subscription and you won’t incur any costs for this. It is your responsibility to get the car to the service and collect this, we do not offer a pick up and drop off service for this.
We will take care of any repairs resulting from fair wear and tear, or manufacturing faults. Please let us know if there is anything wrong with the car, and we will ensure it is fixed as soon as possible. If we need to take the car for a certain time period to get it repaired, you will be provided with a courtesy vehicle or our own replacement vehicle, depending on the circumstances.

Any repairs needed due to vehicle misuse are considered damage, and you will be liable to pay our insurance excess, which is up to £1000. We do not profit from any repairs. You will pay the cost of repair, and if it is under £1000, we will refund you the difference. There are no hidden charges or extra fees.
Any glass damage must be reported immediately via the driverline.

The Onto windscreen/glass excess is £500, and £1000 in the case of vandalism (where there is usually some additional damage to the vehicle).

A single chip repair costs from £39.99.

ADAS calibration will be carried out if required, and is at an additional costs (up to the value of the £500/£1000 excess).

There is no courtesy car provision for glass repairs.

The technician will decide if the glass can be repaired or needs to be replaced - they will follow a safety-first approach.

The glass repairer will secure the car from weather damage, and can remove the vehicle to a secure location if required.

If the vehicle is not driveable and glass repair is scheduled to take more than a week, then we will review the option to swap the car.
For insurance purposes, all our vehicles have dash cams installed. They do not record the inside of the vehicle. They are also not recording the whole time. When the dash cam is triggered, it will record up to 17 seconds of video footage (no sound). This is for internal use only and we will only release footage as part of insurance claims or to the police if we have this. The footage is not stored and is overwritten linked to movement which means it is not recording all the time.
We may use telematics to track certain aspects of your driving. This information will be used to allocate you with a score (“Driver Score”). Whilst a Driver Score will never be used as a basis for us terminating the Agreement, a poor Driver Score may trigger further investigation into your driving and treatment of the Vehicle. If this investigation finds that you have breached this Agreement, or the Vehicle is at risk then we may terminate the Agreement and collect the Vehicle.
Your insurance excess is £1000. If the claim is less than £1,000 then we will refund the difference.
A 'non-fault' claim is a claim where one of the following is true:
- The claim has not led to our insurer making any payments
- All payments made by our insurer have been recovered from a third party and/or their insurer
So if you're in a vehicle collision and the other driver accepts the blame, and their insurer pays out for any damage, it is a 'non-fault' claim,'
Any other claim on our car insurance is a 'fault' claim, meaning that our insurer has had to pay out on it.
The important thing to remember is that a 'fault' claim and actually being to blame aren't the same thing, your vehicle could be damaged in a way outside your control, but if our insurer has to pay out, it is still a 'fault' claim.
That means that the following are not sufficient reasons for a claim to be 'non-fault':
The claim is not caused by you or your actions
You feel (rightly or wrongly) the claim was unavoidable
For example, if another car hits your vehicle while it's parked on the street, and the other driver drives off without leaving their details, your claim would be a 'fault' claim.

You may be able to use a third party service to cover this excess. Feel free to head over to our community to see what other members are using!

Returning My Car

Our team will come and collect the car from your home, which has a fee of £49.50, on the agreed return date.

No damage inspection will be done there and then, as this is completed later by our third party partner.

Please make sure you do a thorough inspection of the car before our driver arrives and you submit any damage you find through the app.
The driver collecting your vehicle will take a set of images to confirm the condition before he departs. The driver will not carry out a comprehensive inspection of the vehicle, as this will be completed in controlled conditions by our inspection partner.

Upon completion of this inspection by our partner we will review the damages and recommended repairs. We will confirm that they have occurred under your care, and will then contact you to discuss the damages and charges.

If we are unable to contact you by telephone we will email you these details, but we always welcome the opportunity to discuss these matters with you.

We will also contact you if we find no damage, and to thank you for looking after the vehicle.

Here are a couple of points to keep in mind when returning your Onto car:

You must ensure the interior and exterior of the car is clean on return. Additional cleaning may be required, if we have given you permission to carry pets in the car and if not done, a charge may be applied.

You must check that you have not left any personal belongings in the Onto car. Personal belongings left in the car remain your responsibility at all times and we accept no responsibility for such.

All loose items, including but not limited to, charge network cards, charging cables, parcel shelves, floor mats etc, must be returned with the car, otherwise you will be charged for replacements.
No. At the end of your subscription, you only have to pay the collection fee of £49.50. If upon inspection of the car we find damage that is outside of our wear and tear, we will charge you for that damage.
You can cancel your return request with Onto up to 2 working days before your return date. Please give us a call and our team will do this for you.
Simply log in and use this link to book a car through our website book a car page . If you need additional help or have any questions, please give us a call.

Rewards and Refer and Friend

When you sign up, all you need to do is check the box that says you’d like to participate in Onto Rewards. This is completely free but you must agree to the terms and conditions. You can also do this after you’ve signed up through “My Account”.

At the moment, business customers are not eligible to participate.
For every month you stay with Onto, you will receive Reward points. You will get 1 point for every £1 you spend with us whether this is through your subscription payment or any bolt-ons you have.
So for example, 100 points have a value of £2, and 2500 points have a value of £50.
You can use your points to pay for:

1) Named drivers: Any additional driver you want to add to your subscription.
2) Additional mileage: If you want to drive more than 1000 miles per month, you can add mileage bolt-ons and pay for these with points.
3) Car swaps: A car swap is when we collect your current Onto car and deliver a different Onto car for you.
4) Excess fees: When you damage your car, you are subject to pay an excess fee, so you can use your points towards this fee.

You won’t be able to use Rewards points towards your subscription fee, delivery or collection charges, or fines and penalties.

If you have any questions, contact us at [email protected]
Depending on the item you selected, will be able to redeem your points automatically or by contacting the Rewards Team at [email protected] Please visit my account and follow the instructions.
Yes. Points will expire 12 months from the date you receive them. Once your points expire, you won’t be able to redeem them.

You can’t use points in conjunction with any other promotions, coupons, vouchers, discounts or special offers.
If you cancel your subscription, your points will stay in your account for 12 months or the date when your points expire, whichever comes first. If you start your subscription again, you will be able to use them. While you don’t have an active Onto subscription, you will not earn any new points.
No. The Rewards points you earn can only be used by you, and they are not transferable to someone else. You also cannot redeem them for cash at any point.
You will get extra points once you’ve been with us for 6 months! These will have a maximum value of £50, and you will only get them once.
If you log in to “my account” you will find your unique referral code.

Share your referral code with your friends. When people sign up and subscribe to an Onto car using the referral code you both receive rewards: you (the referrer) get £50 off your subscription payment once and they (the referee) get £50 off one month once.

For the full terms and conditions, click here.