Familiarise yourself with evee’s Fair Wear and Tear guide to see what is considered reasonable damage and what you can charge a renter for.
When dealing with any sort of damage, we need clear photos of your car from before and after the rental. This needs to be reported to us within 48 hours of the incident to determine when the damage occurred and ultimately if the renter is liable. It’s very important that you get into the habit of taking photos when a renter first comes to pick up the car, as well as when they drop it off. Failure to accurately document the preexisting condition of the car means our team cannot prove that a renter is liable and you may be required to cover the cost of repairs if they dispute the damage claim.
Minor damage
We typically classify damage as minor if it is less than $300 to repair. The most common type is wheel damage, though small paint chips and scratches can also occur.
If you think your car has sustained minor damage during a rental, you can usually resolve it directly with the renter. evee has an extra payment request feature that can be found within your booking. Here you can upload any images of the damage, as well as quotes or receipts for the cost of repair, and request payment from the renter directly. This is usually a straightforward process, but please don’t hesitate to get in touch with our support team if the matter escalates.
Repair solutions include mobile wheel repair services, wheel protectors, and paint touch-up kits.
Major damage
In all other cases, please report any non-minor damage within 48 hours of a rental finishing by completing our Damage Submission Form:
https://form.asana.com/?k=lBNE4vKcv3CDJJ_nWBPmyA&d=85898825428098
Once the form has been submitted, a member of our support team will be in touch. We may request you begin the damage resolution process by sourcing quotes to assess the extent of the damage, while we reach out to the renter for a comment.
After collecting and assessing evidence from both parties, evee will determine who is liable. Throughout the process, we aim to act from a neutral perspective in order to be fair to both sides.
Where it is determined the renter is liable, we will charge them accordingly and use these funds to cover the cost of repair. If the renter is found not liable, you will be required to cover any repair costs.
If a claim is required
We can resolve most major damages without involving the insurer. However if the damage is significant enough, an insurance claim will need to be initiated and you will be required to fill out a claims form. We will advise if this is the case and walk you through the process.