In this article, you will learn what to do if your vehicle is damaged during a booking and the documents we will need from you.
If the vehicle has broken down and the Traveller cannot continue their trip, please check out our article on breakdowns here.
Filling out the GoForm and placing the security deposit on hold
- Note the damages on the GoForm when the vehicle is returned during check-out. Both you and the Traveller must sign the form during check-out.
- Hold the security deposit on the last day of the booking and attach the signed GoForm (if the deposit is not held within 48 hours of the end of the booking, the system will automatically refund the deposit to the Traveller and you can no longer pursue a damage claim).
Please note: The deposit management panel will appear on the booking page on the last day of the booking. You will not be able to place the deposit on hold before this time.
Repair estimates and finding a garage
Take the vehicle to your local garage for assessment. It is important to get a repair estimate as soon as possible so that you know the correct course of action to take when submitting the damage claim.
If you cannot have the damage assessed right away, you must carry out the following admin to ensure that we can continue to hold the Travellers' security deposit in preparation for a claim.
- Hold the security deposit within 48 hours of the end of the booking
- Upload the signed GoForm
- Provide information about the damage by clicking ‘add additional cost’. You can tick the box to state ‘costs not known’ until you have the repair estimate.
If the repair cost is less than the security deposit
If the cost to repair is less than the security deposit, you must pay in advance and will be reimbursed when the claim is processed by our support team. Have the repair work carried out and provide us with the following documents:
- The GoForm stating the damages and signed by both parties
- Invoice for repair
- Proof of payment for all damage repair invoices
Once we have received all of the required damage claim documents, we can process your damage claim.
How to submit the documents to Goboony:
Please check out our article on how to submit a damage claim and settle additional costs here.
If the estimate for repairs is higher than the security deposit
In the event of damages, the maximum that Goboony can pay out is the security deposit amount that you had set on your advert at the time the booking was confirmed. If the estimate for repairs is higher than the security deposit, a claim must be made to the insurance that was in place for the booking; whether that is Goboony Riverside Insurance, your own annual self-drive hire policy or a policy purchased by the Traveller.
I’m using Goboony Day Insurance for bookings
If you use Goboony insurance and the estimated repair cost is higher than the security deposit, please contact the Riverside claims handling team. The phone number for the claims handling team can be found on page 2 of the insurance certificate, located in the documents section on the booking page.
Goboony Riverside insurance will process the claim and pay out the full repair amount, including the insurance excess, to either you or the garage directly. Riverside will then contact Goboony support to receive the insurance excess, which is claimed from the Traveller’s security deposit.
Please ensure that the security deposit is on hold and the signed GoForm is uploaded to the booking page before contacting Riverside Insurance.
I’m using my own insurance for bookings
If you use your own insurance and the estimated repair cost is higher than the security deposit, please contact your insurance provider to submit a claim. Please ensure that the security deposit is on hold and the signed GoForm is uploaded to the booking page before contacting insurance.
Once you have paid the insurance excess to either your insurance provider or the garage, please provide us with the following documents so that we can reimburse you:
- The GoForm stating the damages and signed by both parties
- Insurance excess invoice
- Proof of payment, e.g. a card receipt, screenshot of a bank transfer or a clearly marked 'paid' invoice issued by the garage.
How to submit the documents to Goboony:
Please check out our article on how to submit a damage claim and settle additional costs here.
The Traveller purchased the insurance for the booking
If the Traveller purchased the insurance for the booking and the estimated repair cost is higher than the security deposit, please contact the insurance provider to submit a claim. You may need to work together with the Traveller in order to submit the claim.
Please ensure that the security deposit is on hold and the signed GoForm is uploaded to the booking page before contacting insurance.