1. Rental-provider operating model

A KiloDrive rental provider can be an individual or an organization. It is a marketplace partner—not a KiloDrive country tenant—and operates in the country where pickup occurs.

Core lifecycle

Provider setup → verification → branches → vehicles/images → pricing/availability → booking qualification → confirmation → handover → active rental → return/inspection → settlement → dual-sided rating.

2. Create and verify the provider

1. Choose Service Provider → Vehicle Rental during onboarding, then country and language.
2. Sign in or create the central user identity through phone OTP, email/password, Google, Apple or Facebook where enabled.
3. Choose provider type: Individual or Organization.
4. Enter legal name, trading name, unique provider slug, country, local currency, timezone, registration/tax details and verified contacts.
5. Complete owner identity/KYC and upload required business evidence to secure private storage.
6. Submit for administrative review. A pending provider may configure draft operations but cannot publish unapproved inventory.

Country scope

Country, currency and timezone must match the active country cell. A Barbados pickup belongs to Barbados operational data even if the owner’s home identity originated elsewhere.

Verify a provider contact by voice

An owner or authorized team member may choose Call me with a code from Contact details. KiloDrive uses AWS End User Messaging Voice to call the international-format number and read a six-digit code twice. Resend is blocked for 30 seconds, the challenge expires after ten minutes, and repeated failures lock it. SMS or WhatsApp may be offered as alternatives.

3. Team, roles, permissions, and invitations

Invite a member

1. Open Rental operations → Team.
2. Enter the member’s verified email, choose a non-owner role, and grant the minimum permissions needed.
3. Send the invitation. The recipient opens the verified HTTPS app-link or safe web fallback.
4. The bearer token is validated for hash, expiry, email and replay; superseded invitations are revoked.
5. After acceptance, review active role and permissions. Disable access immediately when employment/contract ends.

4. Branches and pickup hubs

1. Open Branches and choose Add branch.
2. Enter a clear public name, full address, precise map coordinates and IANA timezone.
3. Confirm customer access, opening/handover instructions and operational contact details.
4. Activate the branch only when vehicles and staff can fulfill bookings.
5. Assign every vehicle to the correct branch. Update availability before temporarily closing a hub.

Accurate coordinates power proximity search and map discovery. Do not place the pin at a private/off-limits location unless customer instructions clearly identify an authorized handover point.

5. Vehicle catalog and images

1. Choose Add vehicle under the correct provider and branch.
2. Select central manufacturer/model/year attributes; enter category, transmission, fuel, seats, color and exact plate/tag.
3. Add description, included daily kilometres, extra-kilometre rate, deposit and booking mode.
4. Upload high-quality exterior, interior, cargo and feature images. The app crops, corrects rotation and compresses before the 10 MB upload.
5. Set an intentional cover-image order. Inspect phone and tablet previews for correct aspect ratio and no distortion.
6. Upload registration, insurance and required compliance evidence; submit for review.
7. Publish only when approved, maintained and actually available.

Image standard

• Use current photos of the exact vehicle, not stock imagery.
• Show all sides, cabin, odometer/fuel where relevant and existing material damage.
• Remove faces, private documents and unrelated licence plates.
• Replace outdated images after material changes.

6. Pricing, availability, and discovery

Configure price

• Base hourly/daily/weekly/monthly rates where available.
• Weekend, seasonal or demand adjustments.
• Security deposit/preauthorization amount.
• Included mileage and overage rate.
• Add-ons: child seats, additional driver, fuel, delivery/collection, mileage package.
• Taxes, platform fees and other mandatory disclosures.

Configure availability

1. Block confirmed booking periods and maintenance/unavailable dates.
2. Choose Instant Book for renters who meet automated criteria or Request to Book for manual approval.
3. Set licence, age, score, deposit and risk criteria fairly and lawfully.
4. Review the marketplace listing by date, type, proximity and provider search.

The calendar separates customer bookings, owner blocks, maintenance, inspections, delivery/collection time, and extension holds. A vehicle must never be sold twice because two channels cached different availability.

7. Booking lifecycle and renter review

Detailed states include Quote, Payment Authorized, Confirmed, Checked In, Active, Checked Out, Returned, Settled, and Disputed.

Before approval

1. Review dates, vehicle, branch/delivery request, renter identity, licence/age verification, authorized drivers and risk score.
2. Review payment/deposit status without exposing full payment data.
3. Approve or decline according to documented, lawful criteria. Provide a clear reason where appropriate.

Handover

1. Verify renter and authorized-driver identity in person or approved remote flow.
2. Record odometer, fuel/charge, cleanliness, accessories and condition with timestamped photos.
3. Explain controls, emergency contact, mileage, toll, fuel, smoking/pet and return requirements.
4. Obtain required digital acceptance and release keys/digital access only after confirmation.

7.1 Return, closeout, and exceptions

Return and closeout

1. Record actual return time, odometer, fuel/charge and condition.
2. Calculate supported overtime, mileage, toll, fuel and add-on differences with evidence.
3. Report damage through the dispute/inspection flow; do not privately alter a deposit.
4. Finalize charges, release unused deposit and close the booking.
5. Rate cleanliness, return punctuality, mileage adherence and communication fairly.

Exceptions that need their own workflow

• No-show or cancellation: apply the snapshotted policy and record the reason.
• Extension or late return: recheck availability, price the extra period, and confirm before extending.
• Damage: open a claim with pre/post evidence, estimate, decision, and dispute status.
• Maintenance/safety: block the vehicle immediately and prevent new handover.
• Optional delivery/collection: record handover location, fee, custodian, and timestamps.

8. Deposits, settlement, and accounting

Security deposits

Use PSP preauthorization where available. A hold is not revenue. Release it after successful closeout or capture only an evidenced, contractually authorized amount through the dispute/settlement workflow.

Settlement

Payment records identify gross booking amount, taxes/fees, platform share, provider net and status. Provider payouts use configured destinations and reconciliation controls. Unknown PSP outcomes must be reconciled before retry.

For bank payout setup, choose an institution from the selected country's regulated catalog, then choose one of that institution's active branches, account type and ISO currency. Branch catalog codes identify the selection inside KiloDrive and are not bank clearing/transit numbers. Verify the destination carefully before confirming; saved views display masked details only.

Billing and reports

1. Open Billing to review membership mode, plan, expiry, supported payment methods and billing history.
2. Open Finance/Reports for booking revenue, fees, refunds, deposits, settlement and payout reconciliation.
3. Export records for the selected period; use local currency and timezone context.
4. Restrict finance access to Owner/Finance roles and preserve audit history.

Owner analytics can summarize utilization, booked days, gross and net earnings, deposit exposure, refunds, damage/late-return adjustments, maintenance downtime, payout state, and vehicle ratings. Forecasts are planning aids - never guaranteed bookings, revenue, or payout dates.

Fleet access without percentage commission

9. Rental-provider membership benefits and limits

Rental providers choose Free, Silver, or Gold access. KiloDrive does not deduct a percentage marketplace commission from an ordinary rental settlement under membership mode. Taxes, provider costs, refunds, chargebacks, damage settlements, payout costs, and other disclosed amounts remain separate. Membership never guarantees a booking or a level of earnings.

10. Billing, purchase, renewal, and expiry

Purchase membership

1. An Owner opens Membership and checks the current plan and actual fleet usage.
2. Choose an active rental-audience plan and 7-, 30-, or 90-day term.
3. Review the store-localized price, limits, automatic-renewal disclosure, Privacy Policy, Terms of Service, and service dates.
4. Confirm the native store purchase. KiloDrive grants access only after the API verifies the signed Apple transaction or Google purchase token and binds it to the provider owner.
5. Wait for the server-verified entitlement. If acknowledgement is pending, do not purchase again. Use Restore Purchases after a reinstall and manage renewal in the platform subscription manager.

Renewal and lifecycle states

Billing distinguishes active, acknowledgement-pending, grace/retry, expired, refunded, revoked, and resubscribe states. Store notification processing, payment, entitlement, and immutable audit evidence must agree. A refund, revocation, or chargeback may remove access for the affected service period without deleting booking history.

11. KYC, risk, safety, security, and privacy

Renter qualification

Use verified DOB, identity, driver’s licence, OCR/biometric outcome where configured, authorized drivers, renter score and global risk flags. Automated signals support—not replace—lawful human review.

Dual-sided reputation

Providers rate renters on defined operational criteria; renters rate maintenance, listing accuracy and customer service. Never retaliate against a truthful review or manipulate ratings.

Vehicle safety

Maintain inspection, registration and insurance. Telematics, geofencing or immobilization require lawful authority, transparent notice and safeguards. Never immobilize a moving vehicle.

Security and privacy

• Use individual team accounts, least privilege, 2FA and prompt access removal.
• Do not download or share renter identity files outside authorized workflows.
• Keep support, verification and document uploads centralized and access-controlled.
• Use data export/deletion workflows; preserve financial/safety records required by law.
• Report fraud, unauthorized drivers, smoking, theft or severe damage with evidence and neutral language.

12. Privacy and data-protection operations

Rental providers act only within their authorized booking and legal purpose. Use least-privilege team roles, unique accounts and 2FA; remove departed members immediately. Identity, licence, selfie, background-check, telemetry and payment evidence must remain in KiloDrive private storage and must not be copied to personal devices, email or messaging apps.

Controls and rights

• Encrypted transport, private object storage, tenant/country isolation and audited administrative access protect records.
• Payment credentials, OTPs, secrets and private chat are excluded from operational logs.
• Access/export/correction/deletion requests follow the Privacy & Safety workflow; legal, fraud, finance and safety retention can override immediate erasure.
• Automated KYC/risk signals assist qualified staff and must not become unlawful discriminatory decisions.
• Suspected compromise, unauthorized disclosure or identity misuse must be escalated immediately with a preserved audit trail.

Background checks

Use only current, lawfully obtained verification results. Restrict raw documents to authorized reviewers, record the decision basis, permit correction/review, and never expose police or identity details to unrelated team members or customers.

13. Calculator tools

1. Open Tools in mobile, portal or public corporate website.
2. Enter non-negative, correctly unitized assumptions.
3. Save signed-in calculations for audit history.
4. Export Letter-size PDF with logo, title, date and schedule where applicable.

14. Mobile provider workspace

1. Select Vehicle Rental provider mode from the mode selector.
2. Use Home for Rental operations, Billing, Wallet, Reports, Calculators, Support and Profile.
3. Under Rental operations, select an entity if you manage more than one.
4. Manage branches, vehicles, optimized images, availability, bookings and team within granted permissions.
5. Use Billing for mode, expiry, payment methods and history. Only the owner changes mode or purchases membership.
6. Respond to booking and operational notifications using configured sounds/categories.
7. Use Error/Empty/Loading states to retry safely; do not duplicate a financial command.

15. Rental portal

1. Open https://my.kilodrive.com, verify HTTPS and sign in.
2. Choose the rental entity and confirm your role/permissions.
3. Use Dashboard for operational summary; Vehicles/Branches for inventory; Bookings for workflow; Team for access; Billing/Finance for money; Reports for exports; Support for tickets.
4. Owners review membership, expiry and billing history. Finance users receive only granted finance views.
5. Use responsive tables/forms and server validation. Correct all marked fields before resubmitting.
6. Sign out from shared workstations and report unknown sessions.

16. Support and operational incidents

Booking conflict

Stop further confirmation, preserve the booking IDs, block the inventory interval and contact affected renters transparently.

PSP/payout outage

Do not retry unknown transfers. Mark pending, reconcile with provider reference, and follow the documented outage runbook.

Stolen or overdue vehicle

Follow contract, insurer and law-enforcement procedures; preserve location/booking evidence; use remote controls only when lawful and safe.

Compromised team account

Disable member access, revoke sessions/invitations, preserve audit events, reset credentials and report the incident.

Create a support ticket

Include entity, booking/vehicle reference, time, impact and safe evidence. Never attach raw payment credentials, unrelated identity data or private chat exports.

Attachments can be captured with the camera or selected as a PDF, JPEG, or PNG. Images are rotated, cropped, and compressed on-device; the server enforces the 10 MB limit, checks the real file signature, scans the content, and stores it under a randomized encrypted key in the private KiloDrive S3 bucket. After the ticket and attachment references are committed centrally, a durable notification alerts the configured administrator by email. The email includes only routing metadata and never embeds the protected attachment or ticket body.

Available support options

Severity and response

Choose the category that reflects actual impact. Duplicate tickets slow investigation. Money, safety, privacy, identity, and account-compromise cases receive specialized handling; response time depends on urgency, evidence, provider dependencies, and jurisdiction.

Appendix A. Roadside, towing, collision, and bodily injury

1. Direct the renter to emergency services first for injury, fire, crime or traffic danger.
2. Open a restricted incident linked to booking/vehicle; preserve time, location, occupants, police/insurer references and safe evidence.
3. For breakdown, disable availability, coordinate approved roadside assistance, and document replacement/refund/amendment. Inspect before relisting.
4. For towing, verify authority, operator, destination and custody; record pre-tow condition. Never immobilize a moving vehicle.
5. For collision, avoid fault conclusions; preserve evidence and notify insurer by deadline.
6. For injury, restrict medical data to claims staff, preserve records and never promise coverage outside authority.

Finance and governance

Deposits are holds, not revenue. Cards remain with the PSP. Refunds/captures require linked evidence; chargebacks can reverse settlement. Account separately for taxes/fees. Risk can cool off/suspend listings or the entity; termination preserves liabilities and legal records.

Data and lawful requests

Use least-privilege teams, private storage, 2FA, TLS and audited access. Do not export renter identity/medical evidence. Send law-enforcement demands to Legal/Security for authority, scope and minimal disclosure review; emergency life/safety disclosures are documented.

Appendix B. Organization and individual membership billing

Billing & Membership shows usage fillers against rental-provider limits and permitted finance history. Select a 1-week, 1-month, or 3-month term and review the local-currency quote.

1. Pay from the owner's KiloDrive Wallet, a top-up card redeemed into the wallet, PayPal, credit/debit card, or bank transfer where enabled.
2. Hosted and bank payments remain pending until verified or approved.
3. Keep the congratulations receipt showing plan, cost, effective date, expiry date, and benefits.
4. Push, email, and SMS reminders are sent two days before expiry.

Payments are idempotent and financial events use balanced integer-minor-unit debit/credit journals.

Rental provider task procedure and recovery reference

KiloDrive support codes

Record the KD code, correlation ID, booking/vehicle reference, provider workspace and local time. Never place identity evidence, raw payment data, keys or private vehicle tracking in an ordinary email or public ticket attachment.

Current workflow and recovery

Select the correct country and organization before editing fleet, booking or financial records. Review vehicle identity, registration, insurance, fitness and defects independently. A stored vehicle is not automatically eligible for marketplace use. Refresh status after changing vehicle data or replacing evidence. Keep booking dates, availability, handover evidence, payment authorization and deposit decisions together.

Identity, driver profile, document review, vehicle approval, membership or trial, payout readiness and safety acknowledgment are separate requirements. The API owns the readiness decision. An approved identity badge alone does not permit bidding or going online. Reload the checklist after review or a country/account change.

Review the latest offer, trip or booking before a state-changing action. A stale revision means another decision changed the record. Reload and review it before continuing. During a trip, expand the map for route context and use trip details for the next permitted arrival, start or completion control. Stale or inaccurate GPS is not proof of arrival. Avoid interacting with the app while driving.

Calls and chat require available connectivity, eligibility and provider service. Use the safe support/contact alternatives when they are unavailable. Read aloud is optional in accessibility settings and hidden by default. A timeout does not prove that a payment failed: check the original outcome and keep its support reference before another submission. Keep currencies separate when reviewing money.

Authorized operators can use the expandable mobile management domains for people, operations, finance, support, communications, system and insights. Follow the mobile administrator guide for evidence review, readiness refresh, top-up issuance and read-only investigation. A visible route is not proof that every mutation or provider is certified.

Glossary

Booking mode

Instant Book confirms an eligible request immediately; Request to Book requires an authorized provider decision.

Booking lifecycle

The controlled Quote, Payment Authorized, Confirmed, Checked In, Active, Checked Out, Returned, Settled, or Disputed state.

Condition evidence

Timestamped pre/post inspection photos, odometer, fuel/charge, accessories, damage, and signed agreement evidence.

Maintenance block

A calendar interval that prevents a vehicle from being booked or handed over while unavailable or unsafe.

Entity type

A rental provider may operate as an individual or an organization. Organizations may invite team members with scoped permissions.

Fleet availability

The vehicle and date-range state used to prevent overlapping confirmed bookings.

Security-deposit hold

A provider-authorized reservation of funds. Release, capture, damage, mileage, fuel, and dispute actions must follow the configured payment provider and local terms.

Team role

A least-privilege permission set for owners, fleet managers, booking agents, finance officers, and auditors.

Vehicle evidence

Private registration, insurance, fitness, identity, and image records used for review. Upload availability does not by itself certify authenticity.

Rental ledger

The minor-unit financial history for booking charges, holds, releases, refunds, fees, and provider settlement.

Index