Damage & Claims Policy

1. Reporting Damage

Timely and accurate reporting is critical for processing a damage claim. Both Guests and Hosts have responsibilities in this process.

a. Guest Responsibilities

• Pre-Trip Inspection: Before starting your trip, inspect the vehicle for any existing damage. Document any findings with clear photos through the Aurova app.
• Immediate Reporting: If any new damage occurs during your trip, you must report it to Aurova and the Host immediately, and no later than 12 hours after the end of your trip. In case of an accident, call emergency services first if necessary.
• Post-Trip Inspection: Document the vehicle's condition with photos at the end of your trip.

b. Host Responsibilities

• Pre-Trip Documentation: Ensure you have clear, recent photos of your vehicle's condition before each trip begins.
• Post-Trip Inspection: Inspect your vehicle promptly upon its return.
• Reporting Deadline: You must report any new damage and file a claim with all supporting documentation within 24 hours of the trip's end.

2. Claim Initiation Process

To initiate a claim, the Host must navigate to the trip details in their Aurova dashboard and select the option to report damage.

Required Documentation

• Clear "before" and "after" photos of the damaged area.
• A detailed description of the damage.
• A repair estimate from a licensed repair facility.
• A copy of the police report, if applicable.

Failure to provide the required documentation within the specified timeframes may result in the denial of the claim.

3. Damage Assessment and Resolution

Once a claim is filed, Aurova's claims team will review the evidence.

a. Assessment Procedure

Aurova may use third-party damage appraisers or rely on the provided estimates to determine the cost of repairs. We will assess the fair market repair cost, which may differ from the initial estimate provided.

b. Communication

Both the Host and Guest will be kept informed throughout the process via the platform and email. Both parties are expected to cooperate fully and respond to requests for information in a timely manner.

4. Financial Responsibility

The Guest is financially responsible for any damage to the vehicle that occurs during the rental period.

• Repair Costs: The Guest is responsible for the full cost of repairs, up to the actual cash value of the vehicle.
• Associated Fees: This may include appraisal fees, administrative fees, and loss of use income for the Host while the vehicle is being repaired.
• Insurance: The claim will be processed according to the protection plan selected for the trip. The Guest is responsible for any applicable deductibles. If a Guest's personal insurance is used, they are responsible for coordinating with their provider.

5. Disputing a Claim

If a Guest wishes to dispute a damage claim, they must provide countervailing evidence within 48 hours of being notified of the claim. The Aurova claims team will make a final determination based on all available information. This decision is binding, as outlined in our Dispute Resolution section of the Terms of Service.

6. Contact Information

For any questions regarding a damage claim or this policy, please contact our claims department directly.