Support

Answers, and how to reach a person

Trail Time makes ATV rentals simple and secure: browse available machines, reserve online, sign and pay from your phone, and photograph the ATV at both ends of your ride.

The guides below cover the whole of it. If yours is not answered there, the contact details at the bottom of this page reach a person.

The short version

Payment. If you reserve online, your card is charged the rental fee when you book. If you walk up, it is authorised at check-out and charged once your return is approved. Either way a separate deposit hold is placed — when you arrive for a reservation, or at check-out for a walk-up — and released once we have checked the return.

Licence checks. We verify your driver's licence and your age through Stripe Identity before you can book. Stripe holds the images; we do not.

Photos. You photograph the ATV when you collect it and again when you return it. That record protects you as much as it protects the machine.

Reservations. A reservation is a request until it is approved. Your profile, licence and signature are what make it approvable — the rental fee is taken when you book, and cancelling in time refunds it in full.

Guides

Your account

Claiming an invitation — What to do with the email inviting you to join a rental as a rider or a driver.
Creating an account — What you need to register, and what to do first if you were invited to someone else's rental.
Deleting your account — How to delete your account, what has to be finished first, and what is kept afterwards.
Notifications — What we send, on which channels, and what to do when something does not arrive.
Resetting your password — How to get back into your account when you cannot remember your password.

What a rental needs

Riding with additional drivers — How to add someone else to your rental, and what they have to do before the ATV can leave.
Photos at checkout and return — Why we ask you to photograph the ATV before and after your ride, and what happens to the pictures.
Safety videos — When the app asks you to watch a video before riding, where you have to watch it, and what counts.
Signing the rental agreement — What you are signing, when you can sign it, and when you may be asked to sign again.
Verifying your licence — Why we check your licence and age, what we keep, and what happens if a check does not pass.
What a rental needs — The steps between booking an ATV and riding it, and why the app asks for them when it does.

Renting an ATV

Collecting your ATV — What happens at the machine when you pick it up, and what has to be finished first.
Reserving an ATV — How a reservation is requested and approved, when you are charged, and how to cancel in time.
Returning the ATV — What to do when you bring the machine back, and what happens to your card afterwards.
Getting into the keybox — Where your access code comes from, how long it lasts, and what to do if it will not open.

Payments and deposits

Damage claims — What happens if an ATV comes back damaged, how you are charged, and what to do if you disagree.
How payment works — When your card is charged, when it is only held, and what can be charged after your ride.
The deposit hold — What the security deposit is, when it is placed, and what happens to it after you return the ATV.

Contact us

Need help with something else? Reach out and we will pick it up:

Email: support@trailtime.us
Website: trailtime.us

We typically respond within 24 hours.