What to do if a borrower does the wrong thing

Short answer:

Most borrowers do the right thing, but if you have an issue with the way a borrower has behaved, let us know and we'll help to resolve the issue. In some cases, we charge the borrower a fee and compensate you.

If you're put out by a borrower who breaks the rules, you'll be compensated, as long as it is reported to us.

If you are inconvenienced by a borrower, please send them a gentle reminder to ask them to fix the problem. If this doesn't work, take photos of the issue and report it to us through the help centre.

You can also give them a 'thumbs-down' review, blocking them from booking your car again.

Report an issue

Contact the borrower

If you are inconvenienced by a borrower, or just feel uncomfortable about how they have used your car or their behaviour, your first option is to have a chat with them. Many issues can be resolved by a text, email or phone call.

If you don't feel comfortable contacting them directly, or if you need our help, contact us so that we can take it up with them and if necessary, charge them a fee and compensate you.

Compensation

Fees apply for things like the borrower leaving the car in an unacceptable state, returning the car late, or incurring parking or speeding fines.

We pass part of the fee on to you, to compensate you for the inconvenience, and use part of it to cover our admin costs in dealing with the issue.

Community standards 

We want to:

a) create a good community of borrowers who owners can trust, and

b) make sure you feel properly compensated for any extra effort you have to put into sharing your car.

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