Reporting excess mileage used by a Guest
Guests are able to drive up to 200 km per day for their Trip without additional charges. The total mileage is cumulative to the number of days. For example, if the booking is for 3 days, the mileage allowance will be 600 km (200 km x 3 days).
However, there are instances where the Guest will exceed the mileage allowance and in this situation, a excess mileage fee of RM1.00/km will apply.
A 2-day booking has 400 km mileage allowance. If the Guest drove up to 450 km, they will be charged 50 km x RM1.00 = RM50.
In this instance, Hosts may submit a report for reimbursement.
Charges to Guest: RM1.00 per excess km
Payment to Host: RM0.50 per excess km approved after Platform Administrative Fee deduction
For excess mileage and fuel issues, Hosts are required to include the before and after photos of the odometer for our reference. We will calculate the estimated mileage based on the odometer reading and charge the Guest accordingly.
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. For any inquiries or disputes, you can reply to the same e-mail thread.
Important
Reports made after 48 hours will be automatically rejected.
Refer to our Reporting Booking Issues guide for more information.
Claims can get rejected for many reasons - which will be provided in our email to you. A common reason is when there’s not enough evidence (such as photos) to support your claim. Note that without sufficient proof or documentation, we’ll not be able to process your claim. As such, we strongly recommend that you perform your own inspections before and after a booking by taking photos of your car’s conditions.
If you’re not happy with the result of your claim, you’ll need to reply to the same email thread and appeal. In most cases, our decision will be final. Please refer to our Terms of Service for more information regarding this.
Frequently Asked Questions
Is there a Platform Administrative Fee for the Excess Mileage claims?
Yes. For the Excess Mileage reimbursement claims submitted through Booking Issue Reports, they are subject to a 50% Platform Administrative Fee. That means that Hosts will be paid RM0.50 for every km approved.Why is there a Platform Administrative Fee?
The Platform Administrative Fee is meant to offset the operational costs and efforts involved in managing the manual administrative mileage tracking, payment processing; and also covering the unrecoverable bad debts that Guest failed to pay up.
In return, it will help you focus on your business and reduce your own administrative time spent.
Platform Administrative Fee is subject to change from time to time.
