Damage Process

We hope you never need this page, but if something happens, here's how we handle it fairly for everyone.

Prevention is the Best Policy

Always take detailed photos before and after your trip. Document the vehicle's condition using the app - this protects both you and the host if any disputes arise.

How to Report Damage

Document Everything

Take photos and videos of the damage from multiple angles. Include wide shots and close-ups. Document the date, time, and location.

Take at least 10-15 photos
Include photos of the full vehicle for context
Get photos of any other vehicles involved
Note weather and road conditions

Report Immediately

Report the damage through the ItWhip app or call our 24/7 support line. Do not delay - prompt reporting helps with claims.

Use the in-app "Report Damage" feature
Call 911 if there are injuries
Get a police report for accidents
Exchange info with other parties if applicable

Submit Your Claim

Complete the damage claim form with all details. Upload your photos, police report (if applicable), and describe what happened.

Be honest and thorough
Include all relevant documentation
Keep receipts for any out-of-pocket expenses
Respond promptly to any follow-up questions

Review & Resolution

Our team reviews all claims within 48 hours. We work with both parties to reach a fair resolution based on evidence and policies.

Most claims resolved within 5-7 business days
You'll receive updates via email and app
Appeals process available if needed
Coverage depends on protection plan selected

Protection Plan Coverage

Basic Coverage

$2,500

Maximum out-of-pocket

Included with every rental. You're responsible for damage up to this amount.

Standard Protection

$1,000

Maximum out-of-pocket

Reduced deductible. Recommended for most renters.

Premium Protection

$250

Maximum out-of-pocket

Maximum peace of mind. Lowest deductible available.

Damage FAQs

What qualifies as damage?

Damage includes any new scratches, dents, stains, mechanical issues, or other changes to the vehicle's condition from when you received it. Pre-existing damage documented in the check-in photos is not your responsibility.

How much will I be charged for damage?

Charges depend on the repair cost and your protection plan. With basic coverage, you may be responsible for a deductible up to $2,500. Premium protection reduces this to $500 or less. We only charge actual repair costs - never inflated estimates.

What if the host claims damage I didn't cause?

This is why check-in and check-out photos are crucial. If you have documentation showing the damage existed before your trip, submit it with your response. Our team reviews all evidence from both parties to make a fair determination.

Am I responsible for tire/wheel damage?

Generally, yes. Tire punctures, curb rash on wheels, and similar damage during your trip is typically guest responsibility. However, wear-and-tear issues like worn treads are the host's responsibility.

What about interior damage or cleaning?

Excessive cleaning fees (beyond normal use) may be charged. This includes stains, odors, excessive pet hair, or trash left in the vehicle. Normal use wear is expected and not charged.

How does insurance work with damage claims?

ItWhip's $1M liability coverage protects you for third-party claims. For vehicle damage, your personal auto insurance or the protection plan you selected during booking applies. We'll guide you through the process.

Can I dispute a damage claim?

Yes. You have 48 hours to respond to any damage claim with your evidence. If you disagree with the resolution, you can request a review by our Trust & Safety team.

What if I'm in an accident?

First, ensure everyone is safe and call 911 if needed. Get a police report, document everything, and contact ItWhip support immediately. Do not admit fault at the scene. Our team will guide you through next steps.

In an Emergency?

If there are injuries, call 911 first. Then contact us.

Call 24/7 Support