TREVO
Host FAQs
Find answers to the most common questions about hosting with TREVO. Can't find what you're looking for? Contact us at help@trevo.my or via in-app live chat.
Accidents, breakdowns & urgent help
View the full host guide
A guest has called me about an accident — what should I do?
Make sure everyone is safe first, then work through the steps below with your guest. Report everything to TREVO straight away so the incident is on record and the insurance claim is protected.
- Confirm your guest is safe. Advise them to switch on the hazard lights and, if it is safe to do so, move the vehicle to a safe location, and to photograph the car, any damage, the surrounding area, and the other vehicle’s number plate.
- Make sure the guest reports the accident immediately via Live Chat in the TREVO app (or at help@trevo.my). The guest must lodge a police report within 24 hours of any loss, damage or theft — and within 4 hours if the vehicle has gone missing — and submit it via Live Chat or help@trevo.my.
- Report the incident to TREVO yourself as well, via Live Chat in the app. Early notification matters: TREVO notifies the P2P insurer through its claims system, and late or missing notification can put the claim at risk.
- If the car is not drivable, stay with it and let TREVO coordinate rescue or roadside assistance. Do not leave the vehicle unattended while you wait — leaving the vehicle unattended after an accident or breakdown carries a RM300 penalty and account suspension under the Terms of Service.
- After the booking ends, report any damage in the app within 48 hours of the trip end: go to Host → History, open the booking, scroll down and tap Issue a report. Describe the damage and attach clear photos — your pre- and post-trip inspection photos are the evidence baseline.
- Agree a repair route with TREVO (see below).
Repair routes — vehicles insured through TREVO Guard / P2P cover
TREVO-coordinated (default): TREVO’s accident team manages the repair end-to-end — panel workshop, repair quotations and approvals. You don’t source workshops or quotations, and you don’t pay the workshop directly.
Self-repair: you can repair the car yourself and submit the claim with an itemised invoice. TREVO checks the invoice against market rates and compensates at market rates — any amount above market rate is yours to bear.
Not on TREVO Guard / P2P cover (for example, a commercial fleet vehicle on its own policy)? Claim through your own insurer — these insurance-channel steps don’t apply.
Claims, timelines and what to expect
- Claims are processed within 7-14 working days, and our Ops team will email you on the report you submitted.
- Damage above RM2,000 goes through the P2P insurer and requires the police report and insurance channels.
- Shield deductibles per claim: RM0 (Shield 60), RM400 (Shield 65), RM2,000 (Shield 75). .
- Loss-of-income support is a Shield 60 benefit. A replacement car (TREVO promo code) is available on Shield 60 and Shield 65.
- No status update yet? Chase your claim via Live Chat in the app. Reimbursements are paid out with your regular weekly payout cycle.
- What your guest is asked to do: Accidents, breakdowns & urgent help
- How do I report damage after a booking?
Need help right now?
Live Chat: open the TREVO app and contact us through Live Chat.
Email: help@trevo.my
Hosting, listings & payouts
Listing & Setup
How do I list my car on TREVO?
Open the TREVO app, tap Host → My Cars → Share My Car, then follow the steps:
- Set your car's pick-up location
- Upload documents: car grant, road tax
- Enter car details: year, brand, model, transmission, mileage
- Provide insurance details and upload policy
- Select your Shield plan (Shield 60, 65, or 75)
- Choose GPS tracking: TREVO Track or your own device
- Enter registration number and select available features
- Write a description to attract Guests
- How do I get my monthly earnings statement? Request it from the Monthly Statement page — enter your plate number and statement month to receive your completed booking earnings via email.
If the car doesn't belong to you, you'll need a signed Letter of Authorization from the owner.
How long does listing approval take?
Approval normally takes up to 24 hours. You'll receive a notification when your listing is live.
It's been more than 24 hours? Contact us at help@trevo.my or via live chat — we'll check the status and come back to you with an update within 24 business hours.
Why was my listing rejected?
Common rejection reasons include:
- Unclear or incomplete documents
- Expired road tax or insurance
- Non-comprehensive insurance policy
- Unreadable photos
The notification will tell you the specific reason. Fix the issue and re-submit.
What documents do I need to list my car?
To list your car you'll need:
- Car Grant (Geran) — front and back
- Road Tax — valid and current (physical or digital accepted)
- Insurance Policy — must be Comprehensive coverage with All drivers / Unnamed driver
- Car Photos — front, back, both sides, interior, dashboard
- Selfie — holding your driving license
Car belongs to someone else?
Complete the authorization form and submit it together with the car’s grant.
How do I update my car documents (road tax or insurance)?
You can submit your renewed road tax and insurance cover note for approval directly in the TREVO app.
Both physical and digital road tax are accepted. If you use digital road tax via MyJPJ, keep a printed copy in the glove compartment in case authorities ask for it while a guest is using the car.
Can't submit the documents in the app? Contact us via live chat or at help@trevo.my and we'll help you get them updated.
- Chat with us on Live Chat in the TREVO app
How do I change my listing location?
Contact us via live chat with your car registration number and the new address.
Same city: we'll update the location for you straight away, while you're on the chat.
Different city: let us know on the same live chat and our team will take it from there — we'll confirm what's needed for your case.
- Chat with us on Live Chat in the TREVO app
Pricing & Payments
How is my daily rate calculated?
Your daily rate is based on your car's Sum Insured Value:
- Maximum: Sum Insured × 0.004 (0.40%)
- Minimum: Sum Insured × 0.0015 (0.15%)
- Floor: RM70/day if Sum Insured is below RM40,000
Example: Car insured for RM50,000 → Max RM200/day, Min RM75/day.
How do I change my daily rate?
Contact us via live chat and provide your car registration number and the new proposed rate. We'll verify it's within the allowed range and update it immediately. Note: all existing bookings retain their original price; the new rate applies only to future bookings.
How do I add or update my bank account for payouts?
Open the TREVO app, go to Account → Payment → Your Earnings, and enter your bank details. If you're unable to add it via the app, contact us via live chat with your bank name, account number, and beneficiary name. Updates take 2-3 working days.
Note: Individual/Organic Hosts cannot change to a company bank account. This is only available after conversion to Entrepreneur Host. You must also maintain at least one active payout account.
When do I get paid and how are earnings calculated?
You're paid every Friday. Bookings that end during the Monday–Sunday period are grouped into one weekly batch, and that batch is paid out the following Friday.
Want to know why a payout was lower than expected? Your deductions breakdown is in the Weekly Overall Performance email — see Why is my payment lower than the expected amount?
Why is my payment lower than the expected amount?
Your payout may be lower due to deductions or adjustments such as:
- Promo Split — discounts shared between TREVO and the Host
- Daily P2P charges
- Last-Minute Cancellation (LMC) penalty
- GPS tracker deduction
- Other booking-related adjustments
To check the exact reason for the deduction, please refer to the Weekly Overall Performance email sent to your registered email address.
Where can I check my payment details?
Your payment details and deduction breakdown can be found in the Weekly Overall Performance email, which is sent every Friday.
You will also receive a Standard Chartered payment receipt after the payout has been processed. The receipt confirms the final amount transferred to your bank account.
Why did I receive my booking payout and delivery payout separately?
Booking payouts and delivery payouts are processed as separate transactions, even though they follow the same payout schedule. As a result, you may receive them as separate payouts. This is expected and does not indicate an issue with your payment.
Insurance & Protection
How do I report damage after a booking?
Open the TREVO app, go to Host → History, open the booking, scroll down and tap Issue a report, describe the damage and attach clear photos as proof, then submit the report. Reports must be submitted within 48 hours of the booking end time.
Attach photos of the damage along with your pre- and post-trip inspection photos — they’re the evidence baseline. Our Ops team will email you within 7-14 working days.
Dealing with an accident or breakdown during a live trip? See the urgent help section instead.
What is TREVO Guard and how do I renew?
TREVO Guard is TREVO’s partnership with Allianz and Etiqa General to provide P2P-compliant car insurance. Having TREVO Guard is required to enjoy the complete benefits of your Shield plan.
To request a quotation: open the TREVO app and tap TREVO Guard, enter your car registration number and IC number, then tap Request for Quote. You’ll receive a quotation within 24 hours. If you agree, pay within 48 hours. A confirmation email will be sent after payment.
To renew your insurance, visit trevo.policystreet.com.
New hosts get a 3-month grace period to migrate to TREVO Guard.
Guard renewals include the P2P add-on automatically (free) — e-hailing and P2P add-ons can't be combined, so e-hailing-insured cars switch to P2P at renewal.
What's the difference between TREVO Shield and TREVO Guard?
TREVO Shield and TREVO Guard are two different things:
TREVO Shield — your protection plan that determines your earnings split (60%, 65%, or 75%), deductible, and additional benefits. Premiums are borne by TREVO.
TREVO Guard — the insurance policy itself, underwritten by Allianz or Etiqa General. You pay for the insurance premium directly.
See the TREVO Shield page for full plan details.
Can my car be insured for e-hailing and P2P at the same time?
No. P2P and e-hailing add-ons cannot be combined on the same policy. To host on TREVO, your car must carry the P2P add-on. If your car is currently on an e-hailing add-on, opt for the P2P add-on at your annual renewal to continue hosting. Renewing via TREVO Guard adds the P2P add-on automatically, free of charge.
Bookings & Hosting
How do I set a minimum number of booking days?
Go to My Cars → Share My Car in the app and customise your sharing preference. You can set a minimum of 1 day or more. Note: setting more than 1 day may reduce your number of bookings.
Can I accept bookings outside the TREVO platform?
No. Accepting bookings off-platform:
- Voids your insurance coverage entirely
- Violates TREVO's Terms of Service
- May result in permanent suspension of your account
Keep all communication, bookings, and payments within the TREVO app. This protects both you and the Guest.
What is the Mileage Package?
The Mileage Package lets guests pre-purchase additional kilometres when they make a booking (it can't be added after booking). You earn from package purchases — the package earnings are paid along with your regular payout, minus a 15% Platform Administrative Fee and SST.
You can see on the booking page whether a guest has purchased the Mileage Package.
Guests who run over their included (or purchased) mileage are charged RM1 per excess kilometre under the Terms of Service.
How do I change my delivery arrangement or switch to self-delivery?
If you opted for TREVO delivery but want to handle the handover yourself (host self delivery), contact us via Live Chat with your booking reference and we’ll switch the arrangement for you. If you can’t start a delivery job in the app, contact us via Live Chat and we’ll start it for you.
How do I cancel a booking as a Host?
If a Guest requests to cancel, ask them to cancel via the app. If you need to cancel due to a vehicle issue, contact us via live chat. Cancellations may affect your acceptance rate and Superhost eligibility.
Please note: last-minute cancellations carry charges under our Terms of Service. Cancelling less than 48 hours before the trip starts may cost you 1 day’s Access Fees, and on same-day bookings, cancelling within 1 hour of the agreed start time can cost up to 1 day’s Access Fees. Repeated cancellations may lead to further penalties, including de-listing of your vehicle.
Policies & Standards
What are TREVO Hosting Standards?
Hosting Standards are policies to promote good behaviour among Hosts. Violations fall into two categories:
Listing Violations:
- Rejecting too many bookings
- Low Guest ratings
- Expired documents (insurance, road tax)
- Failure to service vehicle
- Cleanliness issues
- Failing to meet safety standards
- False listing information
Host Violations:
- No-show at handover
- Requesting Guests to cancel
- Accepting bookings outside the platform
- Requesting payment outside the platform
- Sharing contact or bank details in listings
If your listing is suspended, you can submit an appeal — contact us via live chat or at help@trevo.my and our team will guide you through the appeal submission.
- Chat with us on Live Chat in the TREVO app
How do I become a Superhost?
Superhost status is awarded quarterly to hosts who meet these criteria in the past quarter:
- Completed at least 10 bookings
- Accepted at least 90% of booking requests
- Achieved at least 4.8 overall rating from Guests
Superhost benefits include a visible badge, priority listing placement, priority for Guest matching, and access to exclusive partner rewards. Performance is reviewed monthly — if you fall below the minimum, your status may be revoked.
What is an Entrepreneur Host?
An Entrepreneur Host is an Organic Host who has 5 or more cars listed on TREVO. Benefits include a Platform Fee rebate. To qualify, maintain a high acceptance rate and meet the minimum car count requirement. Commercial Hosts (Professional Fleet Providers) are registered car rental companies managing multiple fleets.