Damage Policy

Condition reports

We record the vehicle's condition with timestamped photos at pickup and return, and you can add your own photos and notes during check-in. Damage recorded at pickup is never charged to you.

Tell us right away

After an accident, call 911 if anyone is hurt and call the police for any accident involving another vehicle, a person or property. Take photos, get the report number and tell us as soon as you can, and no later than 24 hours afterwards. Report any other damage you notice as soon as you notice it, from your rental page in your account.

What you are responsible for

If the vehicle is damaged during your rental, you are responsible for the reasonable cost of repairing it. We base the amount on a written estimate from a repair shop or a professional appraiser, and we pass on any discounts we receive. We never charge more than the actual cost of the repair, and we never charge you for any amount we recover from someone else, such as another driver's insurer. Normal wear and tear is never charged.

If the vehicle is stolen

Report the theft to the police within 24 hours of discovering it, send us the report number and return all keys and key cards to us. Your responsibility for a stolen vehicle is limited to the amount Illinois law sets for that vehicle, unless the theft resulted from a failure to take ordinary care of it, such as leaving the keys inside, or a renter or driver was involved in the theft.

How a damage claim works

• We email you a damage notice with a description and the repair estimate. The details are also on your rental page in your account, and we send you the photos and a copy of the estimate whenever you ask.
• On request, we send a copy of the estimate to you or to your insurance company.
• If your own insurance covers the damage, you can ask us to send the claim to your insurer, and we will work with them directly.
• We ask you to pay for damage only after we have agreed the amount and your responsibility with you, or after your insurer or a court has decided it.
• We never take damage costs from your security deposit.

Disputes

If you disagree with a damage assessment, reply to the damage notice or open a support request in your account and choose Damage dispute. A manager reviews the photos from both sides and the repair estimate before a final decision, and we do not ask for payment while a dispute is open.