After the vehicle is returned, you have completed the handover and signed the GoForm, you can decide whether to release or hold the security deposit. If you choose to hold the deposit, you need to add the additional costs for the booking, including evidence such as invoices, proof of payment or photos supporting the additional costs. Once you have submitted the additional costs, the Traveller can either accept or dispute these costs.
If the Traveller chooses to dispute the additional costs, they will have to outline exactly which of the costs they are in disagreement with. They will have to provide specific details as to why they feel the costs are unfair or not justified, including supporting evidence.
The Traveller can then go to their booking page and click ‘Start a dispute procedure’. If a Traveller submits a dispute, you will be notified of this on your booking page and via email. Next, please refer to our guide on how to navigate the dispute procedure step-by-step.