Frequently Asked Questions

  • You will need a valid email id for creating the account. A verification code is used to confirm your email id.
  • We also request a phone number for communicating time-sensitive information about your upcoming booking.

  • You can use the forgot password link on the sign-in screen or change password link on the profile screen to change or reset your password.

  • Once you sign-in to your account, you may change the details by navigating to the profile screen.

  • Our launch of Boro is limited to specific regions at this time and therefore French is currently not available. As we explore an expansion of the program, we will ensure a French option is available.

  • Your email address is used as a user name. It cannot be changed.
  • If you need to use a different email address you will be required to create a new profile. If you do this, and you have any planned car rentals, they will not transfer to your new profile.

  • Yes, you can refer your friends to Boro using a refer-a-friend feature on the profile screen.

  • Must be between 8 and 16 characters.
  • Must contain at least 1 letter (A-Z).
  • Must contain at least 1 number (0-9).

  • Your email address is your username on Boro and will be used to share information with the dealer about your account and bookings, so it is important to ensure we have your correct email id.

  • To verify email ID you must enter the verification code received via email in the verification code field.

  • To unsubscribe click the unsubscribe link in the emails you receive from us.
  • You can also manage your email preferences on your profile page.

  • Yes, you can delete your profile using the “delete profile” link on the profile screen. However, to delete the profile, there should not be a current active booking or any previous booking in the past 90 days. We will, however, take your request and immediately remove you from our mailing list.

  • Search for a vehicle by entering the city or postal code and a pick-up date
  • Select a vehicle
  • Enter driver’s license details
  • Add additional driver (Optional)
  • Make payment using a Visa, MasterCard or American Express credit card.

  • Be at least 25 years old.
  • Canadian DL: Must have a valid Class G license for at least 2 years.
  • International DL: Must have valid international driver’s license for at least 2 years.
  • Have a clean driving record (e.g. no more than 1 at-fault accident) in the last 6 years.
  • Have no serious or major driving convictions in the last 6 years.
  • Have a credit card that is valid for 90 days after the end date of your rental term.

  • Our insurance policy only covers drivers which satisfy the minimum criterion listed above. To make your experience pleasurable we may verify your answers against the insurance company database to ensure you are covered and can drive worry-free.

  • Upgrades are subject to vehicle availability and may come at an additional fee. Please contact the dealer for any such request.

  • Key vehicle features are listed on the vehicle details screen when you make the booking.

  • Please check the safety and security features of the vehicle to find the tire type.

  • No, you cannot change the driver details after booking.
  • If you made an error, please contact us at Boro@ScotiaBank.com with the booking reference number. We will try our best to make your experience better.

  • You will receive a booking confirmation email once your booking is confirmed
  • A pick-up reminder email 2 days before the vehicle pick-up date
  • A return reminder email 2 days before the vehicle return date
  • A thank you email confirming dealer has received the vehicle successfully
  • Any additional charge (e.g. excess kilometres, unreported damage, cleaning fees, etc.) invoice may also come up to 90 days after you return the vehicle

  • Yes, with Boro, you always get the vehicle that you book. However, If a Vehicle that has been reserved by you becomes unavailable for any reason prior to the scheduled pickup, dealer will email you to suggest a replacement vehicle, which will be as close as possible to the original Vehicle in specifications; you can either accept the replacement vehicle or elect to cancel your reservation and receive a full refund of your deposit.

  • At the time of pick-up our dealers will request you to produce your driver’s license and credit card that you used for the booking. They have the right to deny the booking if the details do not match.

  • You can book a vehicle for one to four weeks and up to five months in advance

  • International DL holders can book a vehicle with Boro. You would need to have;
    • A valid international driver’s license.
    • A valid passport.
    • A local Canadian address.

  • All vehicles come fully loaded with insurance, maintenance, and 24/7 roadside assistance.
  • Mileage allowed is based on the individual vehicle.

  • Fuel
  • Toll charges
  • Traffic violations
  • Pick-up or Drop-off

  • We are enhancing the product to allow changing bookings online, in the meantime please contact the dealer to make any changes to the booking.

  • We are enhancing the product to allow online cancellations, in the meantime please contact the dealer you made the booking at for cancelling a booking

  • During the booking of the vehicle, you will be asked if you want to add the additional driver to the booking. If you select yes, you will need to provide the additional driver’s license and other details.

  • No, we do not charge for the additional driver which you can include during the booking process

  • We do not have any mobility vehicles available for rental to accommodate physically challenged customers.

  • You can go to the Bookings screen in your profile and see your current, past, and cancelled bookings.

  • A copy of your receipt will be emailed to you after you complete the booking. If there are any additional charges (e.g. excess kilometres, unreported damage, cleaning fees, etc.) after the vehicle is returned, you will be emailed an additional invoice.
  • You can also request a copy of the booking invoice from the bookings section

  • No, we presently do not offer such additional equipment.

  • Please refer to the rental agreement.

  • Please check for Dealer work hours before heading out to the dealer.
  • Carry your driver’s license, credit card (and passport if you have an international driver’s license) with you.

  • During the booking, you can see the dealership hours along with the pick-up and return timings.
  • You can see the same information in the Booking confirmation email.

  • Please refer to the contact us page to send us any feedback or a support query.
  • You can also email us at Boro@ScotiaBank.com

  • You must pick-up the vehicle from the dealership you chose. It’s in your best interest to arrange transportation to and from the dealership. Shuttle service may be available but check with the dealer for availability for drop-offs at end of the rental.

  • The driver’s license that you used while booking the vehicle.
  • The credit card you used for the booking.
  • If you add any additional driver in the booking, that person would be required to accompany you during the pick-up. The additional driver needs to carry the driver’s license that was used to include the additional driver at the time of booking.
  • International driver’s need to carry their passport

  • You need to return the vehicle on or before your scheduled return date and time, to the same dealership where it was originally rented.
  • If you want to return before the scheduled return date and time, please contact the dealer directly for available options.
  • If you are running late, please call the dealer in advance so they can welcome you when you arrive.

  • Yes, please return the vehicle with the same level of gas as it was when you picked it up.
  • If the vehicle is not returned with a full take of fuel, the amount of the fuel plus a $25 service fee will be charged to the customer.

  • Cleaning is not required for normal usage. Please note, customers will be assessed an additional charge if the vehicle's interior has excessive stains, dirt, pet hair or soilage attributable to the renter’s use, to return the vehicle to its original state.

  • No, only the primary driver, and any additional driver added to the booking, can pick-up the vehicle.

  • No, unless the driver is listed/added on the contract at the time of rental.
  • Insurance only covers the drivers added at the time of making the booking.

  • Yes, but customers will be assessed an additional charge if the vehicle's interior has excessive stains, dirt, pet hair or soilage attributable to the renter’s use.

  • Any type of smoking (pipe, cigarette, e-cigarette, cigar) in the vehicle is not permitted. If any vehicle smells of smoke when it is returned, customers will be assessed an additional charge.

  • Please contact the dealer where you picked up the vehicle. The number can be found on the Bookings page.

  • No, the Vehicle must be returned within dealership working hours. However, you may choose a pick-up and return time at the time of booking to enable the dealership to serve you better.

  • Yes, the vehicle must be returned to the same dealership where it was originally rented.

  • Yes, the vehicle can be driven anywhere in the continental U.S. and Canada but must be returned to the original rental dealership. Note: Vehicles may not be driven into Mexico.

  • Yes, you can but please refer to the rental agreement or contact the dealer for the early return policy.
  • Please call the dealer to arrange for an early return

  • Based on options selected during the booking, you can return during vehicle to the dealership

  • The vehicle must be returned by the rental due date but if you encounter any extenuating circumstances delaying your rental return, please contact the dealership immediately to make necessary arrangements. Additional charges may apply in such cases.

  • No, you must return the vehicle on or before the end of the stated rental period. You are welcome to rent another vehicle once your original rental period has ended but the vehicle must be returned, and a new rental booking and agreement must be completed.

  • All our vehicles come with extensive insurance coverage. There is a $500 deductible on the insurance, should the damage be over $500, you will only be liable to cover the deductible.
  • There are other damages that could happen. Our rental agreements have indicative pricing for each repair. You can review those by checking the applicable rental agreement at the time of booking before you confirm the booking.

  • No, insurance is included in the rental and may not be replaced by insurance coverage provided by your credit card or available under your vehicle insurance policy.

  • First, if you are hurt, please call 911.
  • Once you are in a safe spot contact your dealer and report the accident.
  • You will be required to complete the VEHICLE ACCIDENT REPORT form which will be provided by the dealer.

  • Roadside assistance number can be found on the pick-up confirmation email you received at the time of vehicle pick-up
  • The number is also available on the Bookings section on the profile page.

  • Please refer to the rental agreement and connect with the dealer for assistance.

  • Report damage number can be found on the pick-up confirmation email you received at the time of vehicle pick-up
  • The number is also available on the Bookings screen.

  • Please contact roadside assistance. The number can be found in the roadside assistance screen.

  • At the moment, we require you to enter your credit card information at the time of booking.
  • We are making product enhancements to allow you to use the credit card on file for your future bookings.

  • We do not save your credit card information in our database. We securely pass the information to our payment processor who is DSS-PCI compliant and ensures your information is safe.

  • Yes, the amount displayed on the vehicle details screen shows rental charges and applicable taxes.

  • All payments are collected when the booking is finalized. All payments must be made by credit card (Visa, Mastercard, American Express, Diner’s Club are accepted). Pre-paid/debit credit cards and debit cards are not accepted.

  • We encourage you to use a credit card with your name on it as the dealer may use that as a proof of ID at the time of pick-up

  • Yes, this is a mandatory document that the dealer would verify against the driver’s license and booking details.

  • No, all payments are collected at the time of booking.

  • Refunds are posted to the same Credit Card used at the time of booking.

  • The refunds are posted by the dealer. Timelines may vary depending on the financial institution.

  • You can choose to cancel your reservation at any time before Vehicle pick-up, but depending on the circumstances, you may not be entitled to a full refund.
  • The refund policy may vary by the dealer and we encourage you to review it on the payment screen before making the payment and confirming the booking.

  • You can see the draft rental agreement on the payment screen. You will have to sign the same when you visit the dealer for pick-up.