Reporting booking issues - General
We understand that sharing your car with strangers can make you feel nervous and hoping that your beloved car will be returned in a good condition. However, in the event that an issue arises from your booking, fret not, TREVO always has your back.
How to report an issue with your booking
The first thing you should know is where you can submit a report or claim when you encountered an issue with your booking or Guest.
At the bottom of every individual booking page, there is a REPORT AN ISSUE button. Tap on it and it’ll reveal several issue types that you can report.
If the issue you’re experiencing is not listed, you can choose “It’s something else” and a comment box will appear for you to add the details.
When should you submit a report on the app
Reports must be submitted within 48 hours of the booking completion time or it’ll be rejected.
How will you get reimbursed
If your claim is approved, the reimbursement will be made through your registered bank account. The payment is made separately from your booking payouts and you will receive a payment advice from our bank.
What type of issues can I report?
Refer to Annex 1 of our Terms of Service for the full list.
My claim is rejected. What can I do?
Claims can get rejected for many reasons - which will be provided in our email to you. A common reason is when there’s not enough evidence (such as photos) to support your claim. Note that without sufficient proof or documentation, we’ll not be able to process your claim. As such, we strongly recommend that you perform your own inspections before and after a booking by taking photos of your car’s conditions.
If you’re not happy with the result of your claim, you’ll need to reply to the same email thread and appeal. In most cases, our decision will be final. Please refer to our Terms of Service for more information regarding this.
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.
