Damage and claims, explained

When you rent on a Rentavoq-powered storefront, your rental agreement with the operator — the rental company — governs damage and claims. This page explains the platform machinery that every operator uses, so you know what evidence exists, how a claim moves, and what your rights look like along the way.

The baseline: the check-out inspection

Before you drive off, the car's condition is documented with timestamped, geotagged photos — at minimum the 4 corners, roof, interior, odometer, and fuel level. This becomes the agreed baseline for your rental.

Review it at pickup. You can note or contest anything you see. Missing a pre-existing scratch at pickup does not waive your right to dispute later — but the documented baseline is treated as presumptive evidence.

The return: the check-in inspection

At return, the same photo documentation happens again. A clean check-in automatically releases your deposit hold — no waiting on someone to remember.

AI compares the photos. People make the decisions.

AI Damage Intelligence compares your check-out and check-in photos and flags anything new. Its findings are advisory only:

• A human reviewer confirms every finding before any charge is made.
• If you dispute a finding, it always gets human review again.
• AI output is never treated as a guaranteed, expert, or insurance determination.

If damage is found: how a claim works

1. The claim opens pre-filled with the vehicle, rental, renter, damage map, and photos.
2. The operator adds a repair estimate and any expenses.
3. You get an itemized statement — every line explained, never a mystery charge — along with your dispute window.
4. Insurance and recovery steps (claims with the applicable insurer, recovery from responsible third parties) follow where they apply.

What an operator can recover — repair cost, loss of use, and similar amounts — is set by your rental agreement, subject to applicable insurance, any protection product you elected, and the law of your state.

How charges are applied

Your deposit hold is applied first. If documented amounts exceed the hold, the remainder may be charged to your card on file (with disclosure) or invoiced. Deductions can include documented damage, fuel, cleaning, mileage overage, tolls and citations, and late or recovery fees — always itemized.

Your dispute window

You can dispute a damage charge within the window stated on your itemized statement:

• Submit your dispute with any supporting evidence.
• The operator reviews it against the check-out baseline, the AI comparison, and telematics data, and responds in writing within its stated response time.
• Disputing freezes any capture beyond the deposit hold while the case is open.
• Contact the operator to resolve billing before starting a chargeback — the dispute process is faster and keeps your evidence in one place.

Nothing in this process waives non-waivable consumer rights under applicable law.

Records that hold up

Every claim state change writes an append-only, immutable audit entry — photos, AI output, captures, and communications. Claim records are retained for at least two years.

Where Rentavoq stands

Rentavoq is not an insurer and does not decide claims. We are not a party to your rental. We build the evidence machinery — inspections, photo baselines, audit trails, itemized statements, and the dispute workflow — that both sides rely on. Your operator's damage and claims policy, incorporated into your rental agreement, sets the binding terms.