How to dispute a damage claim

If an operator reports damage that you did not cause, that was already there, or that is priced too high, you can dispute it. Pickup reviews every dispute on the evidence.

Grounds for a dispute

• It did not happen on your trip.
• The damage was there before, or after.
• The amount is too high.
• It is normal wear and tear.

How to dispute

1. Open the notification about the claim, or go to Profile > Help > Your cases.
2. Open the Damage claim and tap Dispute.
3. Choose why you are disputing it, and explain what you saw and when.
4. Add your photos.
5. Tap Send dispute, and keep an eye on the app for questions from our team.

You have at least 7 days from when you are told to respond. Respond as soon as you can, while the details are fresh. Nothing is taken until you accept, or until a person in our team decides.

Evidence that helps

• Photos taken when you boarded or at the start of the trip.
• Messages to your operator reporting existing damage.
• Photos taken at the end of the trip.
• Names of anyone who can confirm what happened.
• Any quote you have obtained for the same repair.

How it is decided

Pickup reviews the operator's report, the trip record, messages and your evidence together. The operator has to prove the damage, that it happened on your booking, and the amount. The outcome may uphold, reduce or reject the claim, with reasons. If you disagree, you can tap Ask for a review within 30 days. Someone who was not involved decides within 14 days. See clause 22 of the Guest Terms.

Keep it calm and in the app

Keep every exchange with the operator in the trip chat. Do not agree to pay or settle privately outside the app. Arrangements made off the platform cannot be reviewed.