Host & Guest Standards
Last Updated: July 30, 2025
Aurova is a community built on respect, responsibility, and reliability. These standards outline the expectations for both Hosts and Guests to ensure every trip is a positive experience. This policy is a part of our Terms of Service.
1. Host Standards
Hosts are expected to provide a high-quality, professional experience.
a. Responsibilities
- Accurate Listings: Provide clear, honest, and accurate descriptions and photos of your vehicle.
- Communication: Respond to booking requests and messages from guests in a timely manner (ideally within a few hours).
- Cleanliness & Safety: Ensure your vehicle is clean, safe, and meets all Vehicle Standards before each trip.
- Commitment: Honor all confirmed bookings. Avoid cancellations unless absolutely necessary, as they negatively impact guests.
b. Performance Metrics
We monitor host performance based on:
- Response Rate: The percentage of inquiries and requests you respond to within 24 hours.
- Acceptance Rate: The percentage of booking requests you accept.
- Cancellation Rate: The frequency of host-initiated cancellations.
- Ratings & Reviews: Maintaining a high average rating from guests.
2. Guest Standards
Guests are expected to be respectful and responsible renters.
a. Responsibilities
- Respectful Treatment: Treat the host's vehicle with care and respect, as if it were your own.
- Communication: Communicate clearly with the host about pickup, drop-off, and any issues that arise.
- On-Time Return: Return the vehicle at the agreed-upon time. If you need an extension, request it through the platform.
- Vehicle Condition: Return the vehicle in the same condition you received it, including refueling to the original level. Adhere to the host's rules regarding smoking and pets.
b. Performance Metrics
We monitor guest performance based on:
- Ratings & Reviews: Maintaining a high average rating from hosts.
- Incident Reports: The number of claims or policy violations associated with your account.
- Adherence to Rules: Following the Terms of Service and the host's specific rules.
3. Account Standing
Failure to meet these standards can affect your account standing. Consistently low ratings, high cancellation rates, or repeated policy violations may lead to warnings, temporary suspension, or permanent removal from the Aurova platform to protect the integrity of our community.
4. Contact Information
If you have questions about these standards or need to report a user who is not meeting them, please contact our community support team.