Damage claims

If an ATV comes back damaged, a claim may be raised against your rental. This page explains how that works mechanically. What you are responsible for is set by the rental agreement you signed, not by this page.

How it is assessed

Your checkout photos and your return photos are compared. That is what the two sets are for — the checkout set is the record of what the machine looked like before you took it, which is as much use to you as to us. See photos at checkout and return.

A claim against your deposit is raised only once the ATV is back. A separate damage charge to the card on file can be made at any point from check-out onwards, and you are notified when it is.

How you are charged

The amount is taken from the deposit hold already on your card, and anything left over is released. A claim against the hold cannot be larger than the deposit.

If that hold no longer exists — already released, or already spent — the charge goes to the card on file instead.

Damage beyond the deposit is also charged to the card on file, as a separate charge. Someone decides to make it; it is never automatic, and you are notified of the amount and the reason.

What your receipt shows

Your receipt — emailed, and in the app — shows the damage charge and, separately, the part of the hold released back to you. If the whole hold was taken there is nothing to release and that line does not appear.

Anything charged after the rental was quoted — damage beyond the deposit, or late days — has a line of its own as well, whether it went to your card or came out of the hold. The total at the bottom is everything that was charged.

The security deposit line is the hold that was placed, not what was kept, so where part of it was taken it reads as partially charged with the released amount beneath it.

If you disagree

Get in touch. Have your confirmation code ready, and say what you think the photos show. The photographs from both ends of your rental are exactly the record this ought to be settled on, and they are kept.