How should I respond when a guest raises a problem?

For a service issue, such as lateness, cleanliness or the standard of the vehicle, the guest comes to you first, and a case opens on the booking. Reply and try to resolve it within 24 hours.

Respond well

1. Reply in the case in Messages, not by phone alone, so there is a record.
2. Acknowledge the issue and ask for any detail you need.
3. Offer a fair fix where one is due, for example a partial refund. Say so in the case. It goes through the app and comes from your payout.
4. Never offer cash or a transfer to settle it.

If the guest escalates to Pickup

If you decline, don't reply within 24 hours, or the guest won't take your offer, they can ask Pickup to step in. Then:

• An open case holds the whole payout for that booking until it is decided. Earnings shows it as Held. If you were already paid and the complaint is upheld, Pickup refunds the guest and the amount comes off your next payouts, or you can pay it back by transfer first. Never pay the guest directly.
• You have 72 hours from our request to send your evidence: photos, messages, times, trip records.
• A person decides on the evidence, with reasons, within 14 days.

Safety issues are different

Safety concerns, injuries, no shows, a car, boat or crew that doesn't match the app, and suspected fraud go straight to Pickup. Cooperate fully.

If you do not cooperate

Ignoring a guest or Pickup's request for evidence can lead to the issue being decided against you, and repeated failures to suspension.

The rules are in the Operator Agreement and Dispute Resolution.