The baseline that protects you
Every hire starts with a photographed walkaround at check-out, and every weekly check adds dated photos. That trail means new damage is compared against evidence, not memory — you are never charged for a mark that was already there, because we can both see it was.
Fair wear and tear is not damage
A van that works for a living picks up honest wear: stone chips on the bonnet, light scuffs in the load area, worn pedal rubbers. That is priced into the hire, not charged to you. Damage is the other thing — a dented panel, a cracked light, a kerbed alloy, a torn seat.
Reporting damage
Report it in the app with photos as soon as it happens. Reported damage is simply recorded and carried forward — you are not charged while you hire unless the van needs immediate repair to stay safe and legal. It is settled at the end of hire, with everything itemised.
How a charge is priced
- Repairs go through our garage network at fleet rates — the rate we actually pay, not a retail mark-up.
- Every charge is itemised with photos and shown to you before it is taken from anything.
- Your total liability per incident is capped at the excess on your agreement, whichever route your insurance takes.
Disagreeing with a charge
Reply to the itemised list and say which line and why. The photo trail usually settles it quickly in one direction or the other, and where it genuinely is not clear, we err on your side. A deposit deduction is never a surprise line on a statement — you see it, with its photos, first.
The one habit that saves money
Photograph anything new the day it happens, even if you think it is nothing. The two-minute weekly check exists exactly so that nothing accumulates silently until check-in.