In this article, you’ll learn what happens if a Traveller disputes additional costs and how to respond effectively.
1. Adding Additional Costs
After the vehicle is returned and the GoForm is signed, you can:
- Release the security deposit if no additional costs apply.
- Hold the security deposit and add additional costs to the booking, providing supporting evidence such as: invoices (e.g., for repairs or cleaning), proof of payment and photos showing damage or extra cleaning needed
The Traveller will then be notified and can either accept or dispute the additional costs.
2. How a Dispute Works
If the Traveller disagrees with the additional costs, they can start a dispute by going to their booking page and clicking “Start a dispute procedure.”
To support their dispute, they must:
- Specify which costs they disagree with
- Explain why they believe the charges are unfair or unjustified
- Upload supporting evidence (e.g., receipts, messages, photos)
Once submitted, you will receive a notification on your booking page and via email.
3. Responding to the Dispute
As the Owner, you have 10 days to respond. You can:
- Accept the dispute (agree to remove or adjust the costs)
- Refuse the dispute (keep the additional costs as they are)
- Make a counteroffer (propose an alternative adjustment)
When responding, make sure to:
✔ Address the Traveller’s concerns directly
✔ Upload all necessary documents, photos, or other supporting evidence
Important: You will not be able to submit additional evidence later, so ensure everything is included in your initial response.
4. What Happens Next?
- If you and the Traveller reach an agreement, the dispute will be resolved between you.
- If no agreement is reached, the dispute will be escalated to the Goboony Support Team, who will review all evidence and make a final decision.
For a detailed breakdown of the dispute process, check our step-by-step dispute resolution FAQ.