FAQs

Payments may be made either by mail, phone, or online at:

Canvas Consumer
P.O. Box 205795
Dallas, TX 75320-5795

Phone: 1-833-387-6677 Monday-Friday 8:00am-5:00pm CST

Online: payment.canvasconsumer.com. Please have your phone number and the last 6 characters of your vehicle’s VIN.

• ACH Payments
• Credit/Debit
  • Visa
  • Mastercard
  • American Express

Online: payment.canvasconsumer.com. Please have your phone number and the last 6 characters of your vehicle’s VIN.

Phone: 1-833-387-6677 Monday-Friday 8:00am-5:00pm CST

At checkout, you made your down payment, your first monthly payment, and any add-ons you selected, such as extra miles or excess wear & tear protection. In some cases, you may have also been required to make an additional refundable security deposit.

The down payment was an upfront fee due at signing and before driving away. The down payment generally covers the costs of initial documentation, registration and licensing fees and has the effect of reducing the cost of monthly payments for your vehicle, which comes with routine maintenance and a limited warranty. For 2-year and 3-year leases, the down payment is the capitalized cost reduction as in a common lease. The cap cost reduction is an upfront payment that has the effect of reducing the monthly lease payments for a vehicle. The down payment is not refundable outside of the cancellation period (refer to your Agreement).

If you paid a refundable security deposit when you ordered your car, it will be applied to any outstanding amounts you owe upon return of the car, such as a turn-in fee, tolls & citations, mileage overages or excess wear & tear. Any funds remaining from your security deposit will be refunded to you. In most cases, this remaining amount will be returned via check to your address on file.

Generally, your monthly payment date is determined when you get your car. Once your monthly payment date is locked in, it will remain the same for every month. For example, if you picked up your car (or the car was delivered) on June 6th, your next payment will be on July 6th, then August 6th, etc.

If you picked up your car (or the car was delivered) on the 29th, 30th, or 31st of a month, your monthly payment date would be pushed to the 1st of the month and remain on the 1st of each following month. For example, if you picked up (or the car was delivered) on June 29th, your next payment would be August 1st, then September 1st, etc.

Contact Customer Service as soon as possible.

As part of your Agreement, it is your responsibility to remain current with your recurring payments in order to avoid default, which may include repossession. If you are late on your payment or are worried about your car being repossessed, contact Customer Service to discuss your account status.

Many of the charges seen on a billing invoice are described on this FAQ page.  For additional assistance, contact Customer Service.

If you paid your first monthly payment at checkout, you are billed in advance so you will receive a prorated credit on your final bill for any unused days.

If you did not pay your first monthly payment until a month after receiving your vehicle, then you are likely being billed in arrears. After returning your vehicle, you will receive a bill that is prorated to reflect the number of days you had the vehicle since the close of the previous billing cycle.

If you’re unsure whether you’re billed in advance or arrears, you can check your Agreement.

After you return your car, you will receive a final bill, which may include any past due amounts, fees, unpaid citations or tolls, and charges for excess wear & tear or mileage. Your final bill may also reflect a prorated credit or prorated charge for final recurring monthly payment, depending on when the car was returned

After your car has been picked up by our transportation provider, it will be taken to a final inspection point to be evaluated by a third party for potential damages. Once the car has been inspected and we have received the report, the car is returned to our system and we generate your final bill, which includes any remaining charges or refunds (if applicable). We appreciate your patience as this process is completed. Rest assured, you will receive your final invoice as soon as possible.

The turn-in fee on your final bill refers to the $100 charge that’s standard for most returns, which covers the cost of basic cleaning and reconditioning for your car. Please refer back to your Agreement for more details.

The best way to avoid unexpected fees at the time of return is to make sure that your vehicle was kept current on all preventative maintenance, any new damage or excess wear & tear has been repaired, you have stayed within your prorated mileage allotment, and any outstanding citations or tolls have been paid. For more information, please refer to your Agreement or contact Customer Service.

The final bill shows the remaining balance on your account after returning the vehicle. This amount may reflect a prorated credit. In most cases, if you are owed a refund, the refunded amount will be in the form of a check and will be mailed to your address on file. To change your address on file, contact Customer Service.

If you paid a refundable security deposit when you ordered your car, it will be applied to any outstanding amounts you owe upon return of the car, such as a turn-in fee, tolls & citations, mileage overages or excess wear & tear. Any funds remaining from your security deposit will be refunded to you. In most cases, this remaining amount will be returned via check to your address on file.

Upon return of your car, a third-party facility assesses the car for any damages. We then compare their report with your photos from pickup. Excess wear & tear charges are determined by the estimated repair cost for previously undocumented damages plus tax.

While vehicle condition deterioration associated with the ordinary use of the car is acceptable, you are responsible for excess wear and tear, which is defined as anything beyond what is reasonably expected with ordinary use. Examples of excess wear & tear includes:

• Dents, cracks, scratches or damage on the exterior or glass
• Damages to the interior and/or upholstery
• Inoperative mechanical and/or electrical parts, including damage resulting from failure to maintain the car or follow recall advisories
• Any tire with less than ⅛-inch tread remaining or not part of the matching set of four tires
• Damaged or missing spare tire or factory supplied inflator kit
• Equipment, parts or accessories on the car were removed, lost (i.e. keys, key fobs), or replaced with non-OEM or inferior parts
• Where we reasonably determine there is excessive odor in the car including pet, smoke or other odor

If you have additional questions regarding excess wear & tear charges, please refer to your agreement.

Every car includes a set amount of miles you are able to drive for a 12-month period (prorated by day and calculated based on how long you keep your car as detailed in your Agreement) before you would be charged for excess mileage. Any miles in excess of the agreed-upon amount will be charged a per-mile excess mileage fee. The daily mileage allotment is calculated and prorated based off of a 365-day year.

For example, if you are allotted 10,000 miles on your Fair car, this translates to just over 27 miles per day on average (10,000 miles/365 days).

Please check your Agreement to see your per-mileage fee for going over your allotted mileage.

If you purchased additional miles on top of your base mileage that did not get used, you will receive a refund for those additional miles. Refunds only apply to unused miles that were additionally purchased, and not to your minimum baseline of miles allowed. Miles are allotted and paid for on a monthly basis, so your refund will apply to your monthly prorated charge, and additional monthly payments will be stopped.

Once we are able to confirm the mileage of your car at return, we will issue any applicable credits to your final bill. If you are owed a mileage refund, but also owe for unpaid payments, excess wear & tear, repossession fees, citation tolls or other fees outlined in the Agreement, then your refund will automatically be applied toward that balance.

There are many reasons why there may be a delay with a final bill. The most common reasons are open/pending warranty or insurance claims or damage evaluation. We appreciate your patience as we ensure the accuracy of this final bill. Rest assured you will have it as soon as possible.

Returning your car is simple.

Contact Canvas Consumer Customer Service and provide us with three pickup dates, Monday thru Friday, no sooner than 5 days from now, along with the windows of time when you’re available between either 8 a.m. to 2 p.m. or 2 p.m. to 8 p.m.

Notes:

• We work with various transportation partners to accommodate picking up your car. We ask for a primary date & time frame as well as 2 backups to save you time and potential delays if the first date is not available.
• At this time, Saturdays and Sundays are limited in their availability, however, if that is your preference, let us know.
• We will pick the car up from an address of your choosing at no extra cost, as long as you’re at the location with the car.
• You will be responsible for regular payments until your car is picked up.
• If you live in CT, NY, FL, MA, VA, NJ, SC, or Washington DC, there may be specific requirements when it comes to processing your license plates, registration and personal insurance. Please visit our Vehicle Registration FAQs for more information.

Remove all personal belongings from the car prior to pickup as they may not be able to be retrieved afterward. Please leave all items that came with the car, such as the car key, mats and the owner’s manual. If you have a second key, please have that available for the transport company.

If you have questions regarding your registration or license plates, please see the Vehicle Registration FAQs. If you have additional questions, please contact Customer Service.

No.  You do not need to wash the car.  You can return the car with any level of gas in the tank.

To cancel your return, contact Canvas Consumer Customer Service with at least 2 business days notice. When you cancel your return, the required 5-day notice period to return will restart.

Contact Canvas Consumer Customer Service to restart the return process and provide 3 new available pickup windows at least 5 days in the future.

If you are requesting to reschedule your pickup, you will continue to be charged for your car until the day it is picked up.

If Canvas Consumer is initiating a rescheduled pickup time due to transportation unavailability or rescheduling, you will only be responsible for payment until your originally scheduled pickup date.

We understand this can be frustrating. We work with a third-party transportation company to coordinate our returns. If all of your available time frames have passed or you are in need of rescheduling your pickup time, please contact Canvas Consumer Customer Service.

We are sorry that our transportation provider missed your pickup time. Rest assured, you will not be charged for this extra time as your return date will be adjusted back to the original pickup date for billing purposes. Please contact Canvas Consumer Customer Service to coordinate a new pickup time.

You may designate a person to handle the pickup, so long as they’re at least 18 years old with a valid photo ID and can be reached during pickup via contact information you provide to us.

No.  Canvas Consumer does not have physical locations. However, we offer free vehicle pickup from a location of your choice to make the return process as convenient as possible.

Contact Customer Service soon as possible to see if it is still possible to change the pickup address.

Yes, you are able to return your car if you have an outstanding balance. However, you are still responsible for any unpaid balances. For more information see the Payment FAQs.

According to the terms of the agreement, all outstanding warranty claims, insurance claims, pending mechanic work, routine maintenance, and repairs need to be completed prior to returning your car. In order to avoid additional costs upon return, please ensure that your car is in proper working order with all repairs and damages completed. If your car is damaged, you can try reaching out to your insurance provider to repair the damages prior to returning.

For outstanding warranty claims, please see our Warranty FAQs. You may also call Canvas Consumer Customer Service.

Once your vehicle is picked up, it will go to an inspection point to be evaluated by a third party for potential damages. Once the car has been inspected and we have received the report, the car is returned to our system and we generate your final bill, which includes any remaining charges or refunds (if applicable). We appreciate your patience as this process is completed. Rest assured, you will receive your final invoice as soon as possible.

You may receive a Bill of Lading (BOL) or something similar from the transportation company when they arrive to pick up your vehicle.

If you are in need of additional confirmation or documentation showing your return, please contact Customer Service.  Please provide a detailed reason for the request (e.g., DMV request, insurance request).

Contact the transportation company who picked up your car. If your car has already been dropped off at its destination, contact Canvas Consumer Customer Service.  We cannot guarantee you’ll be able to recover your belongings so please make sure to double check the car for any personal belongings before pickup.

Please see our Billing FAQs.  Contact Customer Service for further assistance.

We recommend that you setup your own toll transponder or pass, however if you receive a citation, toll, or ticket, Canvas Consumer will receive a notice of the violation and will make the initial payment on behalf of the customer to avoid incurring additional fees or creating interruptions in your subscription or lease.

Once the fee (including any penalties from the issuing authority, if applicable) has been paid by Canvas Consumer, that amount will be added to your outstanding balance in addition to any applicable administrative fee for processing in each instance. This balance will then be billed on your recurring and/or final invoice.

Please note that in the instance your toll account is not active with sufficient funds at the time of the charge, your transponder does not register when you pass a toll, or there is an error on behalf of the issuing authority, Canvas Consumer may still receive and pay a charge on your behalf. Additionally, not every toll booth is equipped to read a transponder, in which case Canvas Consumer will be billed by default based on a photo of the license plate. If Canvas Consumer is billed, we will invoice your account.

Yes. Each citation or toll fee that is charged to your account has already been paid on your behalf by Canvas Consumer to prevent additional fees from the issuing authority or interruptions to your subscription or lease.

In order to dispute a toll charge, please send in a copy of your toll account statement along with any other supporting documentation to us at customer.service@canvasconsumer.com. With this documentation, we can check to ensure that you were not double charged for any transactions. If we find duplicate charges, we will void them so that you are not held responsible. If there is no duplicate charge, you will be held responsible for the invoiced amount.

Every car comes with a routine maintenance plan that covers:

• Oil and filter changes
• Tire rotations
• Multipoint inspections
• Fluid top-off and replacement

The program includes two maintenance appointments per year, up to the maximum benefit provided in your agreement.

If you have questions regarding what is included or how much coverage is provided, please contact our Maintenance Administrator at 888-817-4627 or call Canvas Consumer and press option 2.

Our warranty administrator partners with Pep Boys and Aamco for services. You can arrange for payment to be made right in the store by calling ahead to our Maintenance Administrator at 888-817-4627. However, you also have the option to take your car to a licensed facility of your choice and submit for reimbursement up to the maximum benefit provided in your agreement, provided you contact our Maintenance Administrator within 48 hours of any work being performed.

Send a copy of your paid receipt along with a copy of the written repair order of services listing the car’s description, including the full VIN#, via email to maintenanceclaims@canvasconsumer.com. The full photo of your invoice must be a JPEG or PDF file. Reimbursements typically take 3-5 days to process and approximately 14 days to arrive in the mail. To follow up on a reimbursement, feel free to contact our Maintenance Administrator directly at 888-817-4627.

As part of your agreement, you are required to perform regular preventative maintenance on your car. Manufacturers recommend regular preventative maintenance on most cars every 3,000-5,000 miles, with a more detailed inspection every 15,000-30,000 miles.

Your repair shop will be able to tell you how long any inspection or repair will take. We encourage you to reach out to the repair shop. For any other maintenance or repair related issues, please reach out to our Maintenance Administrator at 888-817-4627.

Maintenance and Warranty Administrator (Marathon)

Available Monday through Friday from 8 a.m.-7 p.m. Central Standard Time

Phone:  888-817-4627

Or, call Canvas Consumer Customer Service.

* Please note that holiday hours may vary for the hours listed above.

Please contact our Maintenance Administrator at 888-817-4627 with any questions related to coverage.

Routine maintenance is “normal” preventative maintenance that should occur on a predetermined schedule, outlined in your Maintenance Plan.

For “non-normal” car malfunctions, you will need to work directly with our Warranty Administrator to see if the repairs are covered under your car’s limited warranty plan.

Think of a maintenance appointment as going to the doctor for a regular check-up, while your warranty would address more significant issues, like breaking a bone.

If you’re having mechanical problems, please call our Warranty Administrator right away at 888-817-4627. Their team is available Monday through Friday from 8 a.m.-7 p.m. Central Standard Time to resolve any issues and answer any questions you may have. 

Or, you may call Canvas Consumer Customer Service.

If the claim is covered under your Limited Warranty Agreement, our Warranty Administrator will point you to an approved shop that can take care of the work. Please note that there may be a $100 deductible on eligible claims.

Whether or not you’re under a manufacturer’s warranty will further depend on the year and mileage of your car. Manufacturer’s warranties differ, so you will need to check out the manufacturer’s website to learn about the new car warranty applicable to the year and model of your car.

Your car is covered by our limited warranty as well. So, once the manufacturer’s warranty goes away, ours will automatically kick in. If your car is not covered by the manufacturer’s warranty, please reach out to our Warranty Administrator for more assistance at 888-817-4627.

To follow up on the status of a warranty claim, please call our Warranty Administrator at 888-817-4627 Monday-Friday from 8 a.m.-7 p.m. Central Standard Time

Maintenance and Warranty Administrator (Marathon)

Available Monday through Friday from 8 a.m.-7 p.m. Central Standard Time

Phone:  888-817-4627

Or, call Canvas Consumer Customer Service.

* Please note that holiday hours may vary for the hours listed above.

In most states, there is nothing that you will need to do to return your car. In certain states, there are additional steps mandated by your state motor vehicle department.
State-specific requirements are summarized below:

Connecticut

If you’re registered in Connecticut, you have to issue a registration and plate cancellation with the CT DMV in order to cancel your insurance policy. Follow this link for more info about returning your plates to the DMV: https://dmvcivls-wselfservice.ct.gov/Registration/TerminateIndividualReg

New York

If you’re registered in the state of New York, you have to remove the license plates before we pick your car up. You’ll need to return them to the NY DMV along with a Plate Surrender Application (https://dmv.ny.gov/org/registration/surrender-vehicle-plates-dmv). Follow this link for more info about returning your plates to the NY DMV: https://dmv.ny.gov/org/registration/surrender-vehicle-plates-dmv

Florida

If you’re registered in Florida, you have to return your license plates to your Tax Collector’s office for an immediate proof of surrender. Failure to surrender a valid license plate when your insurance is cancelled or expires will result in suspension of your driver license. Follow this link for all the Tax Collectors in your state: http://floridarevenue.com/dor/property/taxcollectors.html

Virginia

If you’re registered in Virginia, you need to remove your license plates and return them to the VA DMV. You can cancel your insurance prior to surrendering your license plate. Contact your local DMV: https://www.dmv.virginia.gov/DMVLocator/.

New Jersey

If you’re registered in New Jersey, you will have to remove your license plate before we pick up your car so that you can turn in the registration (if available) and plates to the MVC for cancellation. You must follow the procedure for surrendering license plates at a motor vehicle agency or by mail. Find out more here: https://www.state.nj.us/mvc/vehicles/surrenderreg.htm.

Washington D.C.

If you’re registered in DC, you have to cancel your vehicle tag registration or surrender your vehicle tags to the DC DMV. After cancelling your tag, please remember to remove the vehicle registration sticker and license plate from the car before we pick it up. Failure to do so could still result in tickets being issued against the cancelled tag based on the information on the registration sticker. Find out more here: https://dmv.dc.gov/service/tag-surrender.

South Carolina

If you’re registered in South Carolina, you have to remove your license plate from the car before our team arrives for pickup. You will need to return the plate by mail to the SC DMV or to any SC DMV branch. For further instructions on how to complete this, please visit: http://www.scdmvonline.com/Vehicle-Owners/License-Plates/License-Plate-Return.

Registration and License Plate Support

Canvas Consumer partners with ABS for all of your registration needs.

Available Monday through Friday from 7:30 a.m. – 4:30 p.m. Central Standard Time

Phone: 800-288-6324 extension 800

* Please note that holiday hours may vary for the hours listed above.

First off, we hope you’re OK! Also, please contact the police or medical personnel immediately if it’s warranted.

Next, file an insurance claim with your insurance provider. Read through this FAQ page for more information.

Please note that in the event of an accident, any repair cost that is not covered by your insurance policy (i.e. the deductible) is your responsibility to pay.

If you believe your car may have been stolen, you may first want to check with your local police department or impound yards to see if your car may have been towed for any reason. Please note that if your vehicle is 45 days or more past due, Canvas Consumer may have repossessed the vehicle. Please contact Customer Service to check the status of your account.

Otherwise, you will need to file a report with your local police department before filing a claim with your insurance provider. Once you’ve filed a police report, please email us at insurance@canvasconsumer.com with your account number, a brief note explaining that your car has been stolen, the date it was stolen, the name of the police agency you reported your car theft to, and a copy of the police report, including police report number.

Contact your Third Party Insurance Provider directly for assistance or to file a claim

In the event of a total loss, please have your third-party insurance adjuster get in touch with us immediately by emailing insurance@canvasconsumer.com.

Please contact your insurance provider directly for assistance or to follow up on a claim.

Every claim is different and can take days, weeks, or even a few months to resolve, depending on the complexity of your claim. Make sure to be proactive with your insurance provider for the speediest resolution.

According to the terms of the agreement, all outstanding warranty claims, insurance claims, pending mechanic work, routine maintenance, and repairs need to be completed prior to returning your car. In order to avoid additional costs upon return, please ensure that your car is in proper working order with all repairs and damages completed. If your car is damaged, you can try reaching out to your insurance provider to repair the damages prior to returning.

For outstanding warranty claims, please see our Warranty FAQs. You may also call Canvas Consumer Customer Service.

Effective March 1, 2026, Canvas Consumer no longer provides roadside dispatch services through a roadside assistance provider.

What to do:
• Contact a roadside service provider of your choice (tow company, roadside service, etc.) and pay out of pocket at the time of service.
• Save your receipt and proof of payment.

How to request a credit:
• Email your receipt and proof of payment to customer.service@canvasconsumer.com.
• Include your name and loan/account number.

Important notes:
• This benefit applies only to the vehicle covered under your agreement.
• Canvas Consumer will apply an account credit only (no cash reimbursement) up to $100 per occurrence.
• Any amount over $100 is your responsibility.
• Requests must be submitted within 30 days of the service date.

Questions about this change? Call Canvas Consumer Customer Service.

Roadside assistance may be able to help you to get back into your car with proper identification via a valid state or government ID, but you will be responsible for the cost of replacement keys if they are lost. Failure to replace keys upon returning your car may result in fees under our excess wear & tear guidelines. For help determining where to find replacement keys, please reach out to the dealership where you originally picked up your car for assistance. In most cases, you will need the car’s registration along with your matching valid state or government ID to get new keys made.

No. You will need to secure your own insurance from an outside provider to cover the requirements for driving in your state.

Yes. State law requires that you carry liability coverage. Additionally, your Agreement requires you to carry any state-mandated coverage and also to be covered for damage to or loss of your car.

Canvas Consumer requires full comprehensive and collision insurance on all cars.  

You can provide proof of insurance to us at: insurance@canvasconsumer.com

We also suggest that you ask your insurance agent to mail proof of insurance to:

Canvas Consumer
P.O. Box 17368
Austin, TX 78760-7368

Canvas Consumer requires the following insurance limits:

• Bodily injury liability insurance with at least the minimum limits as required by law
• Property damage liability insurance of at least the minimum coverage as required by law
• Collision and comprehensive coverage for your Fair car’s full value (maximum deductible of $1,000)
• Uninsured motorist coverage as required by law

Your insurance policy should reflect the following information: 

Loss Payee / Additional Insured:
Canvas Consumer
P.O. Box 17368
Austin, TX 78760-7368
Phone: 1-833-387-6677
Email: insurance@canvasconsumer.com

Canvas Consumer requires full comprehensive and collision insurance on all cars.  

Canvas Consumer requires the following insurance limits:

• Bodily injury liability insurance with at least the minimum limits as required by law
• Property damage liability insurance of at least the minimum coverage as required by law
• Collision and comprehensive coverage for your Fair car’s full value (maximum deductible of $1,000)
• Uninsured motorist coverage as required by law

Your insurance policy should reflect the following information: 

Loss Payee / Additional Insured:
Canvas Consumer
P.O. Box 17368
Austin, TX 78760-7368
Phone: 1-833-387-6677
Email: insurance@canvasconsumer.com

You must provide us with your policy information.

Make sure your policy meets our Insurance Requirements.

You can provide proof of insurance to us at: insurance@canvasconsumer.com

We also suggest that you ask your insurance agent to mail proof of insurance to:

Canvas Consumer
P.O. Box 17368
Austin, TX 78760-7368

Failure to properly insure the car while it’s in your possession is a breach of your contract with Canvas Consumer and may result in termination of your contract and a demand for immediate return of the car to Canvas Consumer.

You must maintain proper insurance on the vehicle the entire time you have it in your possession, so please make sure that there is not a lapse in coverage when you switch to your new provider. Please send your updated policy information to us.  Where to send insurance information.

To update your contact information including name, phone, email address or mailing address, please contact Customer Service.

To see a copy of your subscription service agreement, contact Customer Service.

Since everyone’s tax situation varies greatly and can be state specific, we encourage you to talk to a tax professional.

Effective March 1, 2026, Canvas Consumer no longer provides roadside dispatch services through a roadside assistance provider.

What to do:
• Contact a roadside service provider of your choice (tow company, roadside service, etc.) and pay out of pocket at the time of service.
• Save your receipt and proof of payment.

How to request a credit:
• Email your receipt and proof of payment to customer.service@canvasconsumer.com.
• Include your name and loan/account number.

Important notes:
• This benefit applies only to the vehicle covered under your agreement.
• Canvas Consumer will apply an account credit only (no cash reimbursement) up to $100 per occurrence.
• Any amount over $100 is your responsibility.
• Requests must be submitted within 30 days of the service date.

Questions about this change? Call Canvas Consumer Customer Service.

Registration and License Plate Support

Canvas Consumer partners with ABS for all of your registration needs.

Available Monday through Friday from 7:30 a.m. – 4:30 p.m. Central Standard Time

Phone: 800-288-6324 extension 800

* Please note that holiday hours may vary for the hours listed above.

Maintenance and Warranty Administrator (Marathon)

Available Monday through Friday from 8 a.m.-7 p.m. Central Standard Time

Phone:  888-817-4627

Or, call Canvas Consumer Customer Service.

* Please note that holiday hours may vary for the hours listed above.