Damage & Dispute Policy
Transparent guidelines protecting both hosts and renters. No hidden deductions, mandatory photo inspection records, and impartial escrow resolution.
Mandatory Photos
2–5 Handover photos logged at pickup
Instant Deposit Refund
Cash at pickup & instant return at handover
Admin Mediation
Evidence-based dispute resolution
Core Policy Guidelines
1. Mandatory Pre-Handover Photo Inspection (2–5 Photos)
At vehicle pickup, both host and renter must inspect the vehicle together. The host uploads 2 to 5 clear condition photos (odometer, fuel level, front, back, and side panels) directly inside the EasyRentWheels app before key handover.
2. Fair Wear-and-Tear vs. Accidental Damage
Normal road wear (minor dust, tire tread wear, light surface dust) is NOT classified as damage. Surface major visible scratches, cracked body panels, mirror breakage, or interior spills are classified as damage.
3. Cash Security Deposit & Instant Return at Handover
Security deposits are paid directly in cash to the host at vehicle pickup. Upon safe vehicle return with original fuel levels and no new damage, the host inspects the vehicle and returns your deposit immediately in cash during handover.
4. Impartial Platform Escrow Mediation
If a host or renter files a dispute, our dedicated Trust & Safety team reviews pre-pickup vs. post-return photos, timestamp records, and GPS logs to issue an impartial, evidence-based resolution.
5. Vehicle Accident Repair, Garage Service & Downtime Charges
If a vehicle suffers accidental damage or mechanical breakdown caused by renter misuse or negligence, the renter is liable for actual garage repair invoices. Furthermore, if the vehicle must remain in the garage for repairs and becomes unavailable for marketplace bookings, the renter is responsible for garage downtime charges (calculated per day of repair downtime at the vehicle's standard daily rental rate).
Damage Classification Matrix
| Category | Normal Wear & Tear (No Fee) | Billable Damage (Deducted from Deposit) |
|---|---|---|
| Body & Paint | Dust, minor mud, hairline surface scratches | Dents, deep scratches, cracked bumpers, broken mirrors |
| Tires & Wheels | Normal tread wear from highway driving | Punctures due to off-roading, sidewall cuts, bent alloy rims |
| Interior & Upholstery | Minor footwell dust removable by basic wash | Food/beverage stains, torn seat covers, cigarette burns |
| Fuel Level | Returned with same fuel level as pickup | Returned below pickup level (billed at actual fuel cost) |
| Garage Service & Downtime | Scheduled routine maintenance or pre-existing wear | Actual garage repair cost + daily rental rate for period vehicle is unavailable in garage |
How to File a Dispute
Filing Deadline: Within 24 Hours of Trip Return
If an issue arises during pickup or return, navigate to your "My Bookings" section, open your booking details, and click "Raise Dispute" within 24 hours. Attach photo evidence and describe the issue. Our admin team responds within 24-48 hours.
Have questions about safety or deposits?
Our Trust & Safety team is available to assist renters and hosts 7 days a week.