Damage Claims Process

A fair, transparent process for resolving damage claims between hosts and guests.

Step-by-Step Timeline

Step 1

Document Damage

Take photos and video of all damage within hours of vehicle return. Use the in-app condition report to compare pre-trip and post-trip vehicle state.

Step 2

Host Files Claim

The host has 7 days from the trip end date to file a damage claim through their dashboard. Claims must include photo/video evidence, a description of the damage, and repair cost estimates.

Step 3

Guest Responds

The guest has 3 business days to review the claim and respond. Guests may acknowledge the damage, provide counter-evidence, or dispute the claim with their own documentation.

Step 4

Platform Review

Rival RV reviews all evidence from both parties. Our resolution team examines photos, condition reports, timestamps, and repair estimates. Maximum review period is 14 days.

Step 5

Resolution

Based on the review, the security deposit is either released, partially captured, or fully captured. If the damage exceeds the deposit, additional charges may apply through insurance.

What Qualifies

Exterior damage (dents, scratches, broken lights, awning damage)
Interior damage (tears, stains, burns, broken fixtures)
Mechanical damage caused by renter (engine, transmission, drivetrain)
Cleaning beyond normal use (excessive mess, odor removal, biohazard)
Missing equipment or accessories
Tire or wheel damage
Water system damage from improper use

What Does NOT Qualify

Normal wear and tear (minor scuffs, road debris chips)
Pre-existing damage documented in the pre-trip condition report
Mechanical issues not caused by the renter (age-related failures)
Cosmetic issues that were present before the trip
Damage reported after the 7-day filing window
Claims without photographic evidence
Alleged damage contradicted by pre-trip photos

Security Deposit Details

Hold Amount

$500 – $1,500

Set by host per listing. Authorized at booking, not charged.

Release Timeline

3 business days

After trip ends, if no claim is filed by the host.

If a damage claim is filed, the hold remains in place until the claim is resolved. Depending on the outcome:

Claim rejected: Full deposit hold is released within 3 business days of resolution.
Partial capture: Only the amount needed to cover documented damages is charged. The remainder is released.
Full capture: The entire deposit is charged to cover damages up to the deposit amount.
Exceeds deposit: If damages exceed the deposit, the insurance claim process is initiated for the remaining amount.

Dispute Escalation

If either party disagrees with the initial resolution, the following escalation process is available:

Mediation

Our resolution team conducts a thorough secondary review with additional evidence gathering. Both parties may submit supplemental documentation.

Binding Arbitration

If mediation does not resolve the dispute, either party may request binding arbitration under AAA Consumer Arbitration Rules, as outlined in our Terms of Service.

Tips for Hosts

Document your vehicle thoroughly before every trip with timestamped photos and video
Use the in-app condition report for a standardized record
Photograph all angles: exterior (all 4 sides, roof), interior (every room, surfaces, floors), mechanical (odometer, generator hours)
Note pre-existing damage in the condition report so it cannot be attributed to the guest
Inspect the vehicle within hours of return, not days later
Keep repair receipts and estimates from certified mechanics

Tips for Guests

Complete the pre-trip condition report before driving away
Photograph any existing damage you notice during the walkthrough
Take your own photos of the vehicle before and after your trip
Communicate any issues to the host immediately via the in-app messaging
Report accidents or mechanical failures as soon as they occur
Keep records of your communications with the host throughout the trip

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