Grab a car...On the go!

FAQ

Eligibility Criteria

Must be at least 19 years of age and hold a G class, G2 or equivalent driver’s license from any Canadian province and a minimum of 2 years driving experience.

Your driving record (no more than 3 months old) must be free of all major convictions and any impaired driving incidents. No more than 4 demerit points, and no more than 2 minor infractions in the previous 3 years.  Driver’s records are available online from Service Ontario.

You can apply with a license from another Canadian province. We must have a copy of your drivers abstract covering the previous 3 years.

Unfortunately, we cannot accept drivers with international licenses, or any licenses issued outside of Canada.

Yes, we accept G2 license, or equivalent.

Insurance

No. When you use one of our vehicles you are automatically covered by Communauto’s insurance. In case of an accident, your liability is limited to the deductible selected: $0, $300 or $600 per accident (at fault or not).

Your liability in case of an accident is limited to the deductible selected: $0, $300 or $600 per accident (at fault or not).

The deductible option offered by default is at the rate of one dollar ($1) per trip. It reduces your liability to $600 in case of an accident, at-fault or not. If you want to choose a deductible option that reduces your liability to $300 or $0, or if you already have an option at $300 and want to replace it with a $0 option without waiting for the renewal date, you can contact us to modify it.

When using a Communauto vehicle, you are covered for the following circumstances, among others:

a) civil liability: any person authorized to operate a vehicle under the Rules & Regulations is covered by a civil liability insurance policy (two million dollars protection) and subject to all its terms, conditions, and exclusions;

b) accident: if a Member is involved in an accident, the authorized driver is covered by a collision insurance. Nevertheless, the authorized driver is responsible for paying the deductible up to the limit determined in the Membership Contract ($0/$300/$600);

In case of an accident involving damages, the Member must notify Communauto as soon as possible. If another vehicle is involved in the accident, it is important to fill out an official police report (mandatory in Ontario for damage exceeding $ 2000).

The report must include all the useful information on the circumstances of the accident as well as information in regards to the people involved (names, address, phone number, driver’s licence number, license plates, model of the vehicle, etc.).

Application Follow-ups

To choose your password, simply click on the link “Forgot your password?” of the login page (on the app or our website). You will need your email address and your member identification number to create a new password.

Membership and Rates

Yes. FLEX vehicle usage can only be paid by credit card (VISA or MasterCard).

Trips will be charged daily, according to the payment method you have selected. We accept VISA or MasterCard.

Authorized Drivers

Anyone with a valid driver’s licence can drive as long as you are also present in the vehicle.

See Section “2. Authorized drivers” of our Rules and regulations to find out more about who can use our vehicles, under what circumstances and what are the prohibited uses.

No, you cannot lend the vehicle to someone that isn’t one of our subscribers without obtaining permission from Communauto in advance.

See Section “2. Authorized drivers” of our Rules and regulations to find out more about who can use our vehicles, under what circumstances and what are the prohibited uses.

Vehicle Types and Available Equipment

Our Flex fleet is entirely made up of Hyundai Accent.

No, all of our vehicles are non-smoking.

All of our vehicles have winter tires from November to April and all-season tires the rest of the year.

All of our vehicles are equipped with automatic transmission.

All of our cars have air conditioning, heated seats, cruise control, USB ports and Bluetooth capabilities. There are no baby seats or racks provided. 

In the winter, you will find a shovel and snow brush in all cars.

How it works / Using a vehicle

Access a vehicle

Using FLEX is so simple:

  1. Find an available vehicle on the street or using the map on our mobile app or website;
  2. Block it, free of charge for up to 30 minutes, giving you time to reach it;
  3. Drive!

Watch the complete how-to video below:

Once you’ve located a FLEX car using our mobile app, you can block it free of charge for up to 30 minutes, giving you time to reach it.

If you find an available FLEX car you’ll be able to access with the app.

It is impossible to begin your trip without using the App.

At the end of your trip, if you cannot access the App, your trip will automatically end after 3 minutes if 1) all items are in the card-key holder and 2) the vehicle is in the Service Area. If you are still in the vehicle, simply exit the car and lock the doors manually before leaving.

Try again by refreshing, or logging out and back in if needed. It could be due to a temporary communication problem. If it still doesn’t work after a few tries, contact customer service or pick another car nearby.

If you think there is a problem with the car and you decide to use another one, it is always appreciated if you contact us to let us know.

Driving, parking and ending your trip

You can go anywhere in Canada or in the United States. However, at the end of your trip, you must always release the vehicle within the Service Area of the city where the vehicle was picked up

To learn more, see below Where can I park a FLEX vehicle?

It’s simple! Keep the vehicle key with you during stopovers and use it to lock and unlock the doors. To learn more, watch our video.

During your trip:

When using a vehicle, you have to respect parking signage like any other driver.

However, within the Service Area of Toronto, FLEX users enjoy the privilege of parking in any residential on-street permit zones (contrary to car owners who are limited to a narrow area around where they live).

Not every street or section of street is licenced for on-street permit parking. You must first look for the “No Parking except by Permit” signs within the boundary area, and then conform to all other posted restrictions.

As a permit holder, you must comply with all “No Standing”, “No Stopping”, and “No Parking signs”. (e.g. No Parking 7:00 a.m. to 9:00 a.m., Mon-Fri).

A permit holder must park in a legal parking space and is subject to existing traffic regulations, such as, park 9m from an intersection (unless otherwise posted), park 3m from either side of a fire hydrant or park at least 0.6m back from a curb cut.

However:

  • Where permit parking signs co-exist with posted temporal restrictions (e.g. 30 min., 1 or 2 hour) and unsigned 3-hour parking, permit holder such as FLEX users are exempt from the time limitations.
  • Where Permit Parking signs and Pay & Display signs co-exist, permit holders such FLEX users are not required to pay the meter or parking machine.

For more information, consult Toronto Residential On-Street Parking rules or contact the City of Toronto Transportation Services: 416-392-7873.

At the end of your trip:

At the end of your trip: vehicles must always be brought back (released) within the Service Area, curbside (on public property), in a non-metered space that isn’t subject to parking restrictions other than the ones mentioned above, granted by Residential On-Street Parking permits (see above: “During your trip”).

You are not permitted to release a vehicle in a metered parking spot at the end of your trip (unless where “Permit Parking” and “Pay & Display” co-exist).. Similarly, you are not allowed to release a vehicle in a zone with temporary parking restrictions (e.g. loading zones or dedicated bus lanes) even if parking is permitted at the time of your return.

Pay special attention to temporary parking signage.

One exception to the “temporary restriction rule”:

Despite the fact that you are usually not allowed to release a FLEX vehicle in a zone with temporary parking restrictions (see above: “At the end of your trip”), you can release a FLEX vehicle on the permitted side of the street where alternate side parking is in effect (where parking is prohibited on one side of the street half of the month and on the other side of the street the rest of the month).

If you end your trip after 9:00 p.m. on the transition day, you must park on the opposite side (where it is permitted the next day onwards).

To know more on Alternate side street parking permits holder privilege see Regulations for alternate side parking.

 

Yes, it’s true! This is an important privilege granted by the city of Toronto to encourage residents to move from personally owned vehicles to carsharing instead. It is important to note that Flex vehicles can be left in resident-only zone inside the Toronto Service Area.

To learn more, see Where can I park a Flex vehicle?

During your trip: Yes, at your expense.

At the end of your trip: You are not permitted to release a vehicle in a metered parking spot at the end of your trip (unless where Permit Parking and Pay & Display co-exist).

To learn more, see Where can I park a Flex vehicle?

The city of Toronto requires that a maximum of one FLEX vehicle be available on the same street block at any given time. In order to maximize the social acceptability of the pilot project, we ask that you avoid releasing a vehicle on the same street block as another available FLEX car.

Use the App to activate the credit card available in the glove compartment, before making a transaction at the pump. To activate the card and receive the PIN, click on “Make a purchase” in your reservation, on the App. Please note the credit cards can only be used for purchases at the pump. You can use them at all gas stations across the country. The preauthorized amount for gasoline is a maximum of $50.

All of our vehicles are equipped with a spare tire and tools for the installation.

In case of a flat tire, you are only responsible for bringing the vehicle back into the Service Area or to the location as directed by an Agent. If you have the flat tire repaired, all expenses will be fully refunded upon reception of receipts.

Don’t feel like doing it? Simply call customer service and we will put you in touch with our roadside assistance so someone can come to install the spare tire and/or tow the vehicle. Communauto will cover up to 100% of expenses incurred, if applicable.

All of our vehicles have winter tires from December to April and all-season tires the rest of the year.

In the winter, you will find a shovel and snow brush in all vehicles.

You can go anywhere you want with a FLEX car, as long as you return it to the FLEX Service Area at the end of your trip.

The FLEX Service Area is indicated on all maps on our mobile app or website.

Put the car key back in its case in the glove compartment by connecting the USB key to the USB slot. If the light stays on in the glove compartment, it means that an item is missing or not inserted correctly.

End your trip using the App. Always make sure the doors are properly locked before leaving the vehicle.

ATTENTION – the trip will automatically end after 3 minutes if all items are in the card-key holder and the vehicle is in the Service Area.If you are still in the vehicle past these 3 minutes, simply exit the car and lock the doors manually before leaving.

See: What if I don’t have access to my Smartphone?

No. You may not release a FLEX vehicle in another city. You will have to keep the vehicle for the whole trip and bring it back to the Service Area of the city you originally started in.

Billing and Credits

Calculating the price of your trip starts when you access the car with your App and ends when the car is released.

To learn more about releasing your car watch our video.

Credits can be applied in some situations. These include giving you time to clear the snow from the car in the winter, or thanking you for fueling the car. See related questions.

Filling up with gas is every user’s responsibility. Our rules are based on courtesy. For this reason, we ask that the fuel level be kept to a minimum of one quarter. If the level is lower, we ask everyone to do their part and refuel (regular gas only) before finishing their trip.

To refuel, you can either:

Use the credit card provided in the glove compartment and go to a self-service pump. You must use the App to activate the card. Select your reservation and “Make a purchase” option. You will be given a PIN, active for 15 minutes. Note that the purchase must be made at the pump, for a pre-authorized amount of $50 or less only. We recommend you to keep the printed receipts for your files. More details here.

If the transaction cannot be authorised by the fuel card provided, you must be prepared to complete the purchase using your own funds and submit the receipt for reimbursement. To see the details, click on : How can I get credited with an expense?

You can submit your purchase receipt with your smart phone:

  1. Click on: “Add / View receipts” in the current or previous booking window.
  2. Click on: “Add a receipt”
  3. Click on: “Add a photo”
  4. Take a picture of your receipt or select a picture of your receipt. Make sure the picture of your receipt is legible. If you do not have an internet connection when you send your receipt, you can take a photo and upload it later.
  5. Indicate the amount and date of your receipt.
  6. Click on: “save”.
  7. Keep the printed receipt with you until your credits appear on your next bill.

To fuel the car, click on: Who fuels the car?

In the Rules and regulations consult the sections “4.2 Gas and Other Refundable Expenses” and “5.1 Responsibilities of the Member” to know all about the expenses that can be credited and the nature of the supporting documentation required.

A time credit of up to 20 minutes is given on the FLEX rate if a gas purchase of $20 or more is made during a trip of 1 hour or less. For a trip shorter than 20 minutes, the time credit is equivalent to the total trip time.

Please allow for a few business days delay before this time credit appears on your account.

During winter, a credit of up to 15 MINUTES is applied for snow removal.

This means that until the end of winter, you will only start paying for your trip when you start driving or 15 minutes after having accessed the vehicle with your App, whichever comes first.

The goal of this policy is to give you the best value by only charging you for the time you used the vehicle.

The snow removal credit is applied regardless of the weather. This credit is applicable for each vehicle used. Conversely, it is not applicable to subsequent uses of a vehicle during the same day.

FLEX users must park in a legal parking space and are subject to existing traffic regulations.

After a snowfall, pay special attention to temporary parking signage for snow removal.

Violations and Tolls

Users are responsible for any vehicle-related fine received during a trip, whether it is a parking or traffic violation. You must pay the fine directly to the agency that issued the ticket, before the due date (we suggest you keep a proof of payment for your records). If Communauto has to pay the fine, an administrative processing fee of $20 will automatically be added to your invoice, in addition to the cost of the ticket.

During or at the end of a trip, you are always responsible for parking the vehicle in an area that has no parking restrictions. If the vehicle is left in an area having such restrictions, and we get a fine or the vehicle is towed, you will be fully responsible for costs related to the parking infraction. Depending on the circumstances, services fees may also be billed. See Appendix – Penalties and other fees.

Absolutely! We will simply add the toll rate to your bill once we have been billed. No service fee is charged.

The toll bridge rate is not always billed at the same time as the trip. Don’t worry, it can often take a bit longer for us to get billed by the toll bridge.