How to submit a booking report on the app

How to submit a booking report?

1. On the TREVO app, go to “Host”.

2. Find the booking that you’d like to report under “History” and tap on it .

3. Scroll down until you see the “Report an Issue” button and tap.

4. Select the issue from the options, or "It's something else" if none applies.

5. Upload relevant images by tapping the "+" button.

6. Tap "Report".

Our Operations team will be in touch with you directly if they need further information or to drop you an update regarding your claim.

Claims will be processed within 7 to 14 working days.

Important

Reports made after 48 hours will be automatically rejected.

What can be reported using the Booking Issue report function

• Cost of petrol

• Excess mileage

• Smoking violation

• Late return

• Dirty car

• Summons and fines

• Damage (Non-accident)

• Accident

• Other booking-related issue

Information required when submitting a report

Car returned with less fuel

• Photographs of the odometer showing the fuel indicators of the Vehicle pre-Trip and post-Trip.

• Other relevant document(s).

Excess mileage

• Photographs of the odometer showing the mileage range of the Vehicle pre-Trip and post-Trip.

• Other relevant document(s).

Smoking violation

• Any photographic evidence indicating the Guests have smoked in the Vehicle, including but not limited to the cigarette ashes, cigarette buds and anything of similar nature.

Dirty car

• Photographs of the Vehicle before and after the Vehicle was washed and the receipt from the car wash.

• Other relevant document(s).

Summons and fines

• (a) A copy of the summons and/or fines detailing the date and time of the offence, the penalty amount, the car registration number and any relevant information related to the summons and/or fines; and

• (b) A copy of the payment receipt of the summons and/or fines.

• Other relevant document(s).

Toll charges

• Any receipt(s) of the toll charge which contains details such as date and time of the toll charge and the amount of the toll charge.

Late return

• Any documentation indicating the late return of the Vehicles such as photograph(s) with timestamp.

Damage (Non-accident)

• Photo of the damage(s) including the photographs of the Vehicle before and after the Trip.

• Other relevant document(s).

Accident

• Photo of the damage(s) including the photographs of the Vehicle before and after the Trip.

• Other relevant document(s).

Why is my reimbursement rejected?

We will usually send an e-mail if your claim status is unsuccessful. Some common reasons why you will not reimbursed are:

• Reports made after 48 hours will be automatically rejected

• Reports with insufficient information

• Reports without supporting documents/proof

• We’re unable to determine that the Guest is at fault

You can reply to the same e-mail thread to dispute your rejected claims with supporting documents (if any). In most cases, our decision is final. Therefore, we highly recommend that Hosts exercise precautions and safeguard yourself by doing inspection and taking pictures of your car before and after a booking for records.

How long will it take for my reimbursement to be paid?

Claims will be processed within 7 to 14 working days.

Refer to our Terms of Service for more information.

Important! For accidents, late returns and situations deemed as emergencies, in addition to submitting a report via the app, Hosts are also required to contact Customer Support via live chat as soon as possible. Failing to contact Customer Support on a timely manner may result in your report getting rejected.