Reporting guest caused damage

If a guest damages your asset, report it in the app from the start of the trip until 24 hours after it ends. After that, talk to operator support. Early reports with clear evidence are easier to review.

Report it

1. Make sure everyone is safe. Emergency? Call 112 first.
2. Photograph and video the damage straight away, with timestamps.
3. Open the booking and tap the help icon.
4. Tap The guest damaged the car (the boat, or the aircraft).
5. Add up to 6 photos, say what happened and where, and tap Send report.

We open a case, tell the guest and attach the booking record and your photos. We reply in Messages. An open case holds the payout for that booking until it is decided.

What to include

• Before trip photos showing the earlier condition.
• After trip photos of the damage.
• Any in app messages with the guest about the incident.
• Repair or cleaning quotes, when you have them.

What not to do

• Do not ask the guest for cash or any payment outside the app.
• Do not hold the guest's belongings or documents.
• Do not post about the guest or the incident publicly.
• Do not repair major damage before it has been photographed and, where your insurer requires it, inspected.

Is it guest caused

Normal wear, mechanical faults and damage from your own staff are not guest caused. Pickup reviews each report against the evidence, your listing rules and the guest's response.

Next steps

Once reported, you can raise a claim. See Raising a damage claim. Your own insurer handles any insurance claim, so contact them too for larger losses. See Claiming through your own insurer.

The full rules are in Dispute Resolution and the Operator Agreement.