Frequently asked questions
Users
Getting Started
Kite Mobility is a shared mobility service that provides access to electric vehicles, e-bikes, and scooters through participating residential communities. Users can reserve and unlock vehicles using the Kite app, making it easy to travel without owning a personal vehicle.
Drivers must be at least 23 years old, have an approved Kite account, and hold a valid driver's licence that meets Kite's verification requirements.
Download the Kite Mobility app from the App Store or Google Play. Open the app and follow the prompts to create your account. You'll be asked to provide your driver's licence and any other required information before you can begin booking vehicles.
To sign up for Kite Mobility, you'll need a valid driver's licence and a valid credit or debit card. Proof of address and additional regional documentation are not currently required.
Account approval typically takes 15-20 minutes after successful driver's licence verification. If your required documents or selfie are not uploaded correctly, verification may take more than 24 hours. If the delay continues, please contact Kite Support for assistance.
If your account is still pending, Kite may not have been able to verify the information you submitted. Common reasons include:
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An unclear selfie or one that does not meet verification requirements.
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Blurry or unclear images of the front or back of your driver's licence.
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Poor image quality.
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Camera flash or glare obscuring important information.
If your account remains pending, please contact Kite Support for assistance.
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Your driver's licence may be rejected if Kite's verification provider is unable to verify the information or images submitted. Common reasons include:
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An unclear selfie or one that does not meet verification requirements.
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Blurry or unclear images of the front or back of your driver's licence.
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Poor image quality.
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Camera flash or glare obscuring important information.
If verification fails, you may be able to upload your documents again. If the re-upload option is not available, wait approximately 60 minutes and try again. If the issue continues, contact Kite Support for assistance.
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No. International driver's licences are not accepted.
No. Each Kite Mobility account is intended for use by a single registered member. Anyone driving a Kite vehicle must have their own approved Kite Mobility account.
Account, Monthly Subscription & Billing
The Monthly Subscription provides additional benefits for frequent riders. Depending on the applicable reservation pricing, benefits may include:
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Extended cancellation windows.
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Reduced or waived cancellation fees.
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Additional reservation updates.
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Reduced or waived reservation update fees.
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The ability to reserve vehicles further in advance.
Available benefits may vary based on the applicable vehicle and reservation pricing.
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No. Flexible hourly ride options are available without a subscription. Frequent riders can also access discounted rates through Kite Pass.
Taxes and processing fees are calculated at checkout and may vary depending on your trip type and duration.
Pricing depends on the vehicle selected and the ride option available in the Kite app. Rates may vary by property, so please refer to the Kite app for the most up-to-date pricing before booking. You’ll only be charged for the time you use.
Every trip includes unlimited mileage. Nothing hidden :)
Additional time beyond your selected ride package will be billed at the applicable hourly or per-minute rate.
You can manage your payment method through the Kite app by adding a valid credit or debit card. You can also add funds to your Kite Wallet and use your wallet balance for payments within Kite.
Payment information can only be updated by the user. Kite Support cannot update payment details on a user’s behalf.
Your payment may not go through for a variety of reasons, including:
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An expired payment method.
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Insufficient funds.
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Incorrect payment information.
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A restriction or decline from your financial institution.
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A temporary payment processing issue.
First, verify that your payment information is correct and try again. If the issue continues, contact your financial institution. If you’re still unable to complete your payment, please contact Kite Support for assistance.
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You can update your name, email address, mobile number, address, and password through your Kite account.
If you need to update your driver’s licence information, please contact Kite Support for assistance.
No. Your Kite account is personal and may only be used by the approved account holder. You must not allow anyone else to reserve or operate a vehicle using your account.
Reservations & Booking
Open the Kite app and select your property. Choose your vehicle, select Schedule Trip, then choose your reservation date, time, and trip duration to confirm your booking.
You can reserve a trip up to 6 days in advance.
Vehicle availability depends on demand and whether vehicles are currently in use, already reserved, or temporarily unavailable for maintenance. If no vehicles are available, please check the app again later.
If your reservation doesn't appear in the app, check that the correct time zone was selected when making your reservation, as an incorrect time zone may affect your booking details.
If your reservation still isn't visible, please contact Kite Support for assistance.
If your reservation is eligible to be modified, open your reservation in the Kite app and select Update Trip.
Depending on availability, you may be able to change your reservation time or selected package duration. If you change your package, your reservation price will be updated based on the newly selected package.
There is a limit to the number of times a reservation can be modified.
You can cancel a reservation through the Kite app before your trip begins.
If you do not begin your trip within one hour of your scheduled start time, your reservation will be automatically cancelled. A $50 cancellation fee applies to regular users and a $30 cancellation fee applies to subscription members.
Yes. Trip extensions can be requested directly through the Kite app based on vehicle availability.
If you're running late to start your reservation, you have up to one hour after your scheduled start time to begin your trip before your reservation is automatically cancelled. A $50 cancellation fee applies to regular users, and a $30 cancellation fee applies to subscription members.
If you're already on your trip and expect to return the vehicle late, check the Kite app to see if your trip can be extended. If you do not extend your trip and return the vehicle after the scheduled end time, additional time charges and applicable late return fees may apply in accordance with the Kite Mobility Terms & Conditions.
If you do not begin your trip within one hour of your scheduled start time, your reservation will be automatically cancelled. A $50 cancellation fee applies to regular users and a $30 cancellation fee applies to subscription members.
If you know you won't be using your reservation, please cancel it through the Kite app as soon as possible to make the vehicle available for other users.
No. Reservations are linked to the account that created them and may only be used by the approved account holder.
Starting Your Trip
Open the Kite app and select your property. Choose your vehicle, select Ride Now, tap I'm Ready, then scan the QR code located on the driver's side door. If you're unable to scan the QR code, you can manually enter the vehicle code instead.
Once you've selected your vehicle and tapped Ride Now in the Kite app, follow the on-screen instructions to unlock the vehicle. You'll be prompted to scan the QR code on the driver's side door or manually enter the vehicle code.
First, confirm that you've selected the correct vehicle, your reservation or ride has started, and you have a stable internet connection. Follow the prompts in the Kite app to unlock the vehicle. If the QR code isn't working, manually enter the vehicle code displayed on your reservation screen.
If you're still unable to unlock the vehicle, please contact Kite Support for assistance.
Before beginning your trip, inspect the vehicle for any visible damage. If you notice damage before driving, report it to Kite Support before starting your trip.
If you notice any damage before starting your trip, contact Kite Support before driving the vehicle. Reporting damage before your trip helps ensure it isn't associated with your reservation.
If you're unable to disconnect the charging cable, do not force it. Please refer to the charging instructions for your vehicle:
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Lexus RZ: Lexus Owner's Manual – Charging Instructions
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BMW i3: BMW Owner's Manual – Charging Instructions
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Volvo XC40 Recharge: Volvo Support – Charging Instructions
If you're still unable to disconnect the charging cable after following the manufacturer's instructions, contact Kite Support for assistance.
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During Your Trip
Yes. You may drive a Kite vehicle outside your city or province during your reservation, but Kite vehicles may not be driven outside of Canada. You are responsible for returning the vehicle to its designated Kite parking location before the end of your reservation.
Charging at a Kite Mobility hub is included as part of your reservation. If you need to charge the vehicle away from a Kite Mobility hub during your trip, you are responsible for any charging costs incurred.
Pets are not permitted in Kite vehicles, unless they are a service animal. Cleaning fees may apply.
Smoking and vaping are not permitted in Kite vehicles. Fines may apply.
Guests are welcome to use Kite vehicles, provided they create their own Kite account, register under your property, and are approved before driving. Guests must never drive using another person's Kite account.
Additional penalties or fees may apply for violations of the Kite Mobility Terms of Service, including but not limited to:
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Smoking or vaping
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Excessive cleaning
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Improper vehicle return
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Returning a vehicle late
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Allowing another person to drive using your account
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Running the battery to depletion
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Tampering with vehicle equipment or cameras
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Declined payments
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Failure to report vehicle damage
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Fraudulent account information
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Using a vehicle outside of your reservation
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Any other violation of the Kite Mobility Terms of Service
Please refer to the Kite Mobility Terms of Service for complete details.
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Ending Your Trip
Yes. Kite trips are roundtrip, so you need to return the vehicle to your host property when you're done.
When you've finished your trip, return the vehicle to its designated Kite parking location. Park the vehicle, reconnect the charging cable, ensure you have removed all personal belongings, and end your trip in the Kite app.
Before ending your trip, please ensure that you:
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Return the vehicle to its designated Kite parking location.
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Park the vehicle safely.
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Reconnect the charging cable.
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Remove all personal belongings.
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Take and upload a photo of the vehicle in the Kite app.
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Complete any required steps in the Kite app before ending your trip.
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If you've left a personal item in a Kite vehicle, please contact Kite Support as soon as possible. Support can provide a one-time access code so you can retrieve your belongings.
If you choose to book a new ride to access the vehicle instead, the standard one-hour minimum booking charge will apply.
While we'll do our best to assist, we cannot guarantee that lost items will be recovered.
Accidents, Damage & Emergencies
Kite has you covered. The driver is covered on the basis of the rental terms and conditions that you have signed up to with Kite Mobility.
If you're involved in an accident:
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Call 911 immediately if anyone is injured or emergency assistance is required.
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If it is safe to do so, move the vehicle out of traffic.
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Exchange information with any other parties involved, including names, contact information, driver's licence details, vehicle registration, and insurance information.
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Take photos of the accident scene and any vehicle damage, where it is safe to do so.
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Contact Kite Support as soon as possible for further instructions.
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If you damage a Kite vehicle during your trip, report the damage to Kite Support as soon as possible. Prompt reporting helps us arrange repairs and ensures the appropriate claims process can begin.
If the vehicle breaks down or becomes unsafe to drive, safely pull over and contact Kite Support immediately. Be prepared to provide:
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Your exact location.
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Details of the issue, damage, or what is preventing the vehicle from being driven.
You must remain with the vehicle until it is picked up or otherwise instructed by Kite Support. Kite will arrange and cover the cost of roadside service within 50 km of the vehicle's home property. Any costs incurred beyond 50 km are the responsibility of the user.
Do not attempt or authorize any repairs yourself. All repairs and services must be arranged and authorized by Kite.
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If it is safe to do so, pull over and contact Kite Support for assistance. Do not attempt to repair or replace the tire yourself. All roadside services and repairs must be arranged and authorized by Kite.
The insurance deductible applicable to your reservation is outlined in the Kite Mobility Terms & Conditions.
Developers
Reach out to our team here and we’ll walk you through the onboarding, selection and deployment of vehicles and program. Every property is unique, however we expect the process to take approx. 12 weeks.
Kite will own and operate the program and vehicles within your property.
The cover for the driver is on the basis of the rental terms and conditions that they sign up to with Kite Mobility Inc.
The number and type of vehicles provided will depend on the size, layout, and anticipated demand of your community. Each deployment is tailored to meet the property's needs.
Contact your dedicated Kite Project Manager, who will coordinate the appropriate response and ensure the issue is addressed as quickly as possible.
Kite is a turnkey service so we’ll take care of everything for you.
It’s easy to increase the size of your fleet. Let’s review property demand, and adjust as needed.
During the initial onboarding, we’ll scout the property with you to find the most appropriate parking spots.
Costs associated with implementing and operating the Kite program will be discussed and mutually agreed upon between Kite and the property.
Kite manages the ongoing operation of the fleet, including routine cleaning, maintenance, and community support through a dedicated Kite Project Manager.
