If new damage is identified, it must be recorded and reported to evee within 48 hours via our support team via email@example.com. Make sure to include:
- Accident details: date, time, location, circumstances
- Other parties involved (if applicable)
- Describe the nature of the damage
- Attach photo and video records of the damage
- Attach photos and video records of the damaged area before the rental
You will be required to provide at least 2 repair quotes from different suppliers commensurate with higher kilometres prior to evee authorising the repair.
Please check the fair wear and tear guide to determine what damage is warranted to be repaired.
Our team will help you lodge a claim with the insurer if required. If the damage amount is less than the rental excess, we will recover the cost directly from the renter.
Sometimes things do not go as planned and damage to a rental may occur when least expected. When this happens, this will be assessed through evee’s damage resolution process. During this process we aim to be as fair as possible assuming our roles as the neutral party where we make our assessment from the perspective of a party external to the incident and each party.
The damage resolution process begins when the host reports damage to a rental to our support team upon return from a booking. This is usually expected to occur within 48 hours of the booking being completed (end time) and the security deposit for the rental will be captured in that time. If damage is reported after 48 hours of the booking being completed, evee will attempt to capture the security deposit back even though it may have been released. We will notify the renter of what damage was reported and then the security deposit is captured. At the same time we will ask the host and the renter to provide any comments and photos (before and after) of the damage.
We ask each party to provide factual information and evidence to assist evee in understanding the context of the damage. Statements/testimonies can be provided from both parties and witnesses who are affiliated with either party. While we appreciate the perspective, we will only accept what can be considered fact to help provide context to the situation. Otherwise, statements without evidence or facts, may not be admissible.
From the information provided by both the host and the renter, we assess the damage and determine who is liable. We would also ask the host to source at least two quotes (where possible) to assess the extent of the damage. For repairs to the body/panels we will ask the host to source quotes from a list of Tesla authorised repairers. If the renter is found liable, we would then provide the host and the renter our recommended repairer. Several factors will be considered when choosing a repairer such as their online ratings & reviews, the quality of past jobs, if they are an authorised Tesla repairer as well as the host preferences. Generally, from the quotes provided we would then ask the host to book in with one of the more affordable repairers. Once the repairs are done and the final invoice received, we will either charge/refund the renter for the balance for the repairs and then reimburse the host.
In this process, we ask the host to provide us at least two quotes within 30 days from when the damage is reported and 60 days to have the car in for repairs.
If the damage was found to be pre-existing or not the renter’s fault then the renter will not be found liable and the host will be responsible for the repairs.