FAQ
Drone Frequently Asked Questions (FAQs)
What is Up Sonder?
Up Sonder (US) is an on-demand peer-to-peer drone booking marketplace made up of trusted drone owners and operators that uses Uber technology through UberRUSH to deliver drones direct to our Renters where they want it, when they want it. Up Sonder is the best way to rent a drone or hire an operator for any project, large or small. Up Sonder was built for everyone to enjoy the sky and to feel good about getting Up. Up Sonder donates a small portion of every transaction to help deliver access to clean drinking water around the world and it’s this mission that drives US. Our team believes in droning-for-good and works diligently to keep the US community up by advancing the drone industry around the globe.
Where did the name “Sonder” come from?
“Sonder” is an anagram of “Drones.” If you re-arrange the word “Drones” you spell “Sonder.”
Why does Up Sonder use the word drone instead of UAV?
Up Sonder was built for all and to encourage the introduction and adoption of the UAV/drone industry by the masses. Up Sonder loves drones and fully understands the uses and benefits they have and will continue to have on society, and we very much want to spread the love. The majority of the population that may not be as well versed with the UAV world, we feel, better relates to the word “drone.” Up Sonder chooses to use “drone” instead of “UAV” to appeal to a larger segment of the population. That, and we couldn’t make a cool name out of UAV!
I see a lot of “bee” where the word should be “be.” Is this a spelling error?
Not at all. Up Sonder’s mascot is a drone worker bee named “Sonder.” The team at Up Sonder is a great group of people who love a good time and bring their playful nature into our website design. Our company’s fun-loving culture can bee seen throughout our site.
How do I join Up Sonder?
Simply register for a free account at our home page www.upsonder.com. In the upper right corner click Sign Up. Our team has streamlined and designed the sign up process to be easy to follow with step by step instructions.
On your social media accounts and other places, I’ve seen Elon Musk mentioned. Is he involved with Up Sonder?
We wish! Up Sonder’s CEO admires and respects Elon Musk for doing something larger for society than generating a profit. Mr. Musk is often talked about in the company as being the only thing cooler than drones. Who knows, maybe one day on Up Sonder you could book one of Mr. Musk’s rocketships!
How do bookings work?
Up Sonder is a peer-to-peer network. Renting on the Up Sonder’s platform after becoming a member is simple and easy:
- Search and compare local drone or drone operators in your desired area.
- Book through the Up Sonder Messaging System.
- Fly.
Is Up Sonder safe?
Yes. Up Sonder takes security seriously and takes steps to verify our members - such as requiring a government-issued ID from each renter, verifying social media and email accounts, telephone numbers, requiring a physical address, and implementing peer-reviews. Being a part of the Up Sonder community means understanding that drones are fun, but there are real concerns and the reason Up Sonder has verifications standards in place. Up Sonder works hard in the background to make sure our members can focus on what is important: having fun getting Up!
Where is Up Sonder located?
Up Sonder is a Los Angeles-based company that operates throughout the United States in all time zones. The sharing economy allows Up Sonder the ability to grow into new markets. Up Sonder is just getting started and has an ambitious expansion plan, so if we are not servicing your area please be patient as it won’t be long until we take you Up!
What are Up Sonder’s fees?
Becoming a member and having an account with Up Sonder will always be free! Up Sonder earns on every booking transaction. We love our Providers and we show it by making it so each Provider keeps a large majority of every transaction, around 95%! We love it when our Providers make money! Up Sonder also saves the Renter money by charging a low rounded average of 10% on each booking. By helping Providers make money and Renters save money, Up Sonder can continue its day-to-day operations of advertising drones, processing payments, verifying members, securing information, and most importantly taking people Up and helping the world have access to clean drinking water.
How are payments handled?
All payments and transfers to Providers are made securely on Up Sonder through Braintree, our payment processor, direct to the Provider’s bank account. Braintree is certified to PCI Service Provider Level 1, the most stringent level of certification. Payments are collected from the Renters at point of booking and disbursed to Providers 24 hours after the booking period begins.
What happens if my drone is damaged or lost for drone-only listings?
Up Sonder has you covered! We value our Up Sonder Providers and we show it by having a Provider Guarantee at no extra cost to the Provider that protects their drone during a drone-only booking. If the unthinkable happens during a third party booking, Up Sonder will be there to make things whole, meaning Provider’s drones will be fixed or fully replaced. Up Sonder Renters have it pretty good too as we offer a low cost damage waiver fee that helps cover accidental loss or damage during their booking. The goal is the take our members Up and keep them Up!
How long will it take for my drone to be replaced or fixed?
Each case is different and pending an investigation there is no set time table. However, Up Sonder will do our best to replace your drone as soon as possible. If your drone is covered by private insurance, all claims will be made with the insurance provider and Renter directly.
What prevents a Renter from keeping my drone?
Up Sonder requires a valid government ID on record and verified from each Renter by our security vendor before your drone can be rented. Up Sonder also requires a valid credit card on file for each Renter. Knowing who the Renter is and having a payment source on file acts as a deterrent to Renters from keeping your drone. In the event of theft, we have the Renter's credit card information, mailing address, phone number, and verified identity to follow up with the local authorities. Either way, the Provider's drone will be fully replaced and taken care of.
What if I don’t want to use UberRUSH or Postmates?
That is perfectly fine! Renters always have a choice and may work out with the Provider a time and place to meet to exchange the drone. For your safety, we recommend meeting in a public location for pick-ups and drop-offs. Public transit stations, office lobbies, and local stores are safe and efficient locations to exchange. When meeting, be sure to always ask for an ID.
May I only list my service and/or only a drone for rent on Up Sonder?
Yes. Up Sonder was created to allow drone pilots to list their services and/or only their drone. Multiple listings for one account is possible. We are laser focused when it comes to our business model. We know drones better than Elon Musk knows rockets!
What prices do I set?
Up Sonder is designed to give you full control over pricing. Up Sonder gives our suggested rate on drones, but at the end of the day it’s the Providers choice. Isn’t freedom cool?
May I adjust my availability?
Yes. Please visit the “Calendar” tab under Control to manage your available booking dates.
What happens if I don't accept a request?
You're free to accept and decline any request. You will have 24 hours to respond to all requests. If a request is unanswered, our system will automatically cancel after 24 hours and notify the Renter. If you can't accept a request, you should always reply so that the Renter is aware and able to make alternative plans. Note that your response time is documented and displayed on your listing to the public. A higher response time may increase the likelihood Renters will send you a request.
May I cancel a request?
Yes. You or the Renter can cancel the request at any time before payment has been made. You can cancel the request from Control under Reservations.
Why is my profile photo black and white?
The system was designed to automatically change all member’s photos to black and white. Up Sonder is laser focused on drones and we wanted to make sure they are highlighted accordingly. It is our way of keeping the drones happy. No one likes an angry drone.
Why is Up Sonder’s Damage Waiver Fee so low compared to other companies?
We built Up Sonder on trust. When people rent directly from a “company” the quality of care during use is less than optimal, but when you are renting from another person and you know there is meaning and history with that drone – we, at Up Sonder believe that means something. Most Renters recognize this fact too and will do their best to fly responsibly. Up Sonder sees the best in people and over time we hope to be proven right. We’d prefer to keep prices low, so safe flying everyone!
How do I contact the Renter?
You can easily communicate with the Renter by Up Sonder’s internal messenger or by the Renter’s phone number. You will be given the Renter’s phone number after you accept a booking. Up Sonder recommends communicating through Up Sonder’s internal messenger as this will help us investigate any problems that may arise and keep records of all correspondence.
What if the Renter is late returning my drone?
With UberRUSH you will always know where your drone is with real-time updates. If your Renter did not choose UberRUSH, please reach out to the Renter to make sure they aren't delayed by unforeseen circumstances. If you're unable to reach the Renter or they need to extend the booking date, contact Up Sonder and we can follow up on your behalf.
My drone was returned damaged. What do I do?
Please leave a negative review, so that the Renter is not likely to rent again. If you believe the damage is beyond normal wear-and-tear, and affects normal operation of your drone, take a photo of the drone and send it to us (info@upsonder.com) with a detailed description of the situation 24 hours after the most recent booking period ends or before your next booking. Up Sonder will not cover damage that's been reported more than 24 hours after a booking period ends or if within that time your drone was rented out to a new Renter.
Are my profits taxed?
Up Sonder will mail you a Form 1099 if you earn more than $600 in a single tax year. Please contact your tax consultant for further information.
May I use my own insurance?
Yes. You may submit a certificate of insurance for a booking by contacting US (info@upsonder.com).
May I rent internationally?
Up Sonder looks into the future and our team is working hard on bringing Up Sonder bookings to the world. Up Sonder believes having on-demand delivery capabilities is important for the user experience and right now Up Sonder is operating in San Francisco, Chicago, and New York due to our relationship with UberRUSH. Don’t worry though, aggressive growth is in our blood.
What is Up Sonder Life?
Up Sonder believes in doing good for the world and Up Sonder Life is an effort to do just that through providing access to clean drinking water. More than 1 billion people don’t have clean drinking water and we believe we can do something about that by donating a portion of our profits of every transaction to our Up Sonder Life initiative.
May I extend the booking period?
Renters can request to extend their booking period as long as the Provider’s calendar is not blocked for those requested days. All booking extension requests must be approved by the Provider.
May I alter the booking dates?
Renters can request to alter their booking dates as long as the Provider’s calendar is not blocked for those requested days. All booking date change requests must be approved by the Provider.
What are the refund and cancellation policies?
Please review our Renter Refund Policy.
How does Up Sonder define a Provider?
An Up Sonder Provider can fall under three categories. 1) A drone owner who lists their drone for rent on Up Sonder, 2) A person who has their remote pilot certificate and lists their service on Up Sonder, 3) A person who has their remote pilot certificate and lists both their service and drone on Up Sonder.
How does Up Sonder define a Renter?
A Renter can be both a business or an individual needing a drone and/or service for hobbyist or commercial purposes.
For my listing do I need to provide pictures of my drone?
Up Sonder has professional images of over 590 drones on our site! More than likely we will have your drone in our system. If you built your own drone (amazing!), then you will need to provide a picture of your drone to upload to your listing page.
May I rent using a debit card?
Yes. In addition to debit cards Up Sonder also accepts major credit cards such as Visa, Mastercard, Discover, American Express, Diners and EMV cards.
May I list my service on Up Sonder if I don’t have my remote pilot certificate?
No. It is required by law. All drone service Providers are required to enter their “remote pilot certificate” ID in order to list on Up Sonder.
Will Up Sonder help me obtain my remote pilot certificate?
The FAA Aeronautical Knowledge exam costs $150 to take in order to get your remote pilot certificate. While Up Sonder does not directly help new pilots obtain this certificate, we as a company do support new drone pilots who successfully pass the test by paying them back the $150 fee for listing their service on Up Sonder. Just one of the many perks to being a part of the Up Sonder community.
May I list my drone without an FAA drone registration number?
No. As required by law, you need to register your aircraft if it weighs between 0.55 lbs. (250 grams) and up to 55 lbs. (25 kg) and does not fall under the Special Rule for Model Aircraft (strictly for hobby or recreational use only). As you will be monetizing your drone it would fall outside the Special Rule for Model Aircraft and must be registered with the FAA. Providers will need to provide their FAA drone registration number in order to list their drone for rent on Up Sonder. The FAA charges $5 to drone owners to obtain their registration number, but the good news is Up Sonder will pay you back the $5 after your first booking. Just one of the many perks to being a part of the Up Sonder community.
May I list my drone for rent on Up Sonder if I don’t have my remote pilot certificate?
Yes. As you will not be operating your drone and simply letting others rent your drone for their specific needs, you will not be required to obtain the FAA’s remote pilot certificate for commercial operators.
Do I need insurance for bookings?
Yes. Up Sonder service providers are encouraged to buy their own private drone insurance through Verifly before taking flight.
I don't feel comfortable giving my banking details, may I use PayPal for my payouts?
Yes. Up Sonder's payment provider is Braintree (a Paypal company). This means that Up Sonder does not have access to banking details. They're actually encrypted and sent directly to Braintree who holds them for Up Sonder.
