How to submit a booking report
How to submit a booking report?
On the TREVO app, go to “Host”.
Find the booking that you’d like to report under “History” and tap on it .
Scroll down until you see the “Report an Issue” button and tap.
Select the issue from the options, or "It's something else" if none applies.
Upload relevant images by tapping the "+" button.
Tap "Report".
Our Operations team will be in touch with you directly if they need further information or to drop you an update regarding your claim.
Claims will be processed within 7 to 14 working days.
Important
Reports made after 48 hours will be automatically rejected.
What can be reported using the Booking Issue report function
Cost of petrol
Excess mileage
Smoking violation
Late return
Dirty car
Summons and fines
Damage (Non-accident)
Accident
Other booking-related issue
Information required when submitting a report
Car returned with less fuel
Photographs of the odometer showing the fuel indicators of the Vehicle pre-Trip and post-Trip.
Other relevant document(s).
Excess mileage
Photographs of the odometer showing the mileage range of the Vehicle pre-Trip and post-Trip.
Other relevant document(s).
Smoking violation
Any photographic evidence indicating the Guests have smoked in the Vehicle, including but not limited to the cigarette ashes, cigarette buds and anything of similar nature.
Dirty car
Photographs of the Vehicle before and after the Vehicle was washed and the receipt from the car wash.
Other relevant document(s).
Summons and fines
(a) A copy of the summons and/or fines detailing the date and time of the offence, the penalty amount, the car registration number and any relevant information related to the summons and/or fines; and
(b) A copy of the payment receipt of the summons and/or fines.
Other relevant document(s).
Toll charges
Any receipt(s) of the toll charge which contains details such as date and time of the toll charge and the amount of the toll charge.
Late return
Any documentation indicating the late return of the Vehicles such as photograph(s) with timestamp.
Damage (Non-accident)
Photo of the damage(s) including the photographs of the Vehicle before and after the Trip.
Other relevant document(s).
Accident
Photo of the damage(s) including the photographs of the Vehicle before and after the Trip.
Other relevant document(s).
Why is my reimbursement rejected?
We will usually send an e-mail if your claim status is unsuccessful. Some common reasons why you will not reimbursed are:
Reports made after 48 hours will be automatically rejected
Reports with insufficient information
Reports without supporting documents/proof
We’re unable to determine that the Guest is at fault
You can reply to the same e-mail thread to dispute your rejected claims with supporting documents (if any). In most cases, our decision is final. Therefore, we highly recommend that Hosts exercise precautions and safeguard yourself by doing inspection and taking pictures of your car before and after a booking for records.
How long will it take for my reimbursement to be paid?
Claims will be processed within 7 to 14 working days.
Refer to our Terms of Service for more information.
