Where an owner or borrower reports damage to a car, we will obtain quotes for the repairs and send these in an email to the owner and borrower. If both parties are happy to proceed with the lowest quoted repair, we'll charge the borrower and arrange the repairs. If either party wants to discuss responsibility for the damage or the repair costs further, you'll be able to reply to the same email to have that discussion.
If there is any dispute around the liability for damage, the extent of the damage or the cost to repair, this needs to be raised (by either member) within 4 business days of the email. If there is no dispute raised we will consider that all parties are in agreement and we will proceed to charge the borrower and work with the owner to have the repairs completed.
It’s important for both the owner and borrower that the repair process is wrapped up without long delays, so if a dispute is raised, both members need to use their best efforts to reach an agreement about responsibility for damage and repair costs within 10 business days of the repair quotes email from us.
We will not get involved in this discussion, as we've found that members reach the best resolutions by speaking directly with each other.
If, after 10 business days have passed from the initial email, you haven’t been able to reach an agreement, then we will review all of the available evidence and determine responsibility accordingly.
Discussing responsibility for the damage
Borrower: if you do not agree that you are responsible for the reported damage, you will need to reply to the owner within 4 business days of the initial email that you receive from us providing the repair quotes.
Before you reply, please read:
Your reply should clearly set out your reasons for disputing responsibility for the damage and include any relevant evidence to support your position.
Discussing the cost of repairs
We obtain quotes through DingGo - a service that we use extensively. We have found it to offer fairly-priced and competitive quotes from reliable repairers. Learn more about DingGo
If either the owner or the borrower would like to discuss alternatives to going with the lowest quoted price for repairs, you may reply to the email within 4 business days to start the discussion with the other party.
If the owner does not want to have their car repaired by the repairer who provided the lowest quote on DingGo, they can choose their own repairer. However, the owner will need to pay any difference between the lowest DingGo quote and the price charged by their chosen repairer.
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