If your vehicle has been damaged during a booking, please follow these steps:
1. Contact your insurance provider: If the Traveller notifies you of damages during the booking, it is important that you inform your insurance provider that damage has occurred while on hire & that you will inspect the damage caused when the vehicle returns. This will make the claims process smoother, as they will already be aware of a potential insurance claim.
2. Check the vehicle for damages: Once your vehicle is returned to you, thoroughly check it for any damages. If you find any damages, write them down on the GoForm and take pictures or videos as evidence.
3. Complete the GoForm: Both the Traveller and the Advertiser must sign the GoForm to confirm that they agree with everything that appears on the form. As the Advertiser, you must upload the GoForm to the booking page and enter all additional costs. If the cost to repair exceeds your insurance excess and/or the security deposit amount, please contact your insurance provider to make a claim. If you don't know the cost yet, please tick the "Costs Unknown" box. Upload all supporting documents, including a photo of the damage, an invoice for the repair, and proof of payment.
Please note: Advertisers have up to 48hrs to hold the deposit on the booking page when the booking ends.
4. List every damage separately: If there is more than one damage to your vehicle, make sure you list each damage separately. This is important as each damage input is limited to your deductible. Each listed damage is capped at your set deductible, so if the total cost of damages is greater than this, it is vital you list every damage separately to avoid claiming less than you intended.
5. Wait for the Traveller's response: The Traveller has up to 5 days to accept or refute the costs. If they accept the costs, the funds will be released to you.
6. Provide proof of repair: You are only able to claim if you provide proof that you have put the vehicle in for repair. If the Traveller has insured their deposit with Rental Cover via Goboony, or taken out another security deposit insurance through yourselves, you will not be able to claim costs without an invoice and proof of payment.
Please note that Goboony resolves cases of additional costs according to evidence. You are only able to claim if you provide proof that you have put the vehicle in for repair. Alternatively, you are only able to claim costs without an invoice if the Traveller agrees with your proposal.