At TripWip, we promote a community based on trust, respect, and the proper use of vehicles. However, it may happen that a driver does not comply with the established rules (for example, smoking inside the car, returning it dirty, or using it outside of the allowed conditions).
If this happens, we will tell you what steps to follow so we can help you resolve the situation quickly and effectively.
Document everything as soon as possible
As soon as you detect that there has been a breach, take clear evidence:
Photos of the vehicle's condition (interior or exterior)
Videos if there are damages or serious situations
Screenshots of relevant messages in the chat
A brief description of what happened
It is very important that the damages or irregularities are reflected in the final rental photos, as those images are part of the official trip record.
This is key for us to assist you from support and evaluate the case fairly.
Report the breach
Contact us through the app or the help center and tell us what happened. The sooner you write to us, the better.
For the claim process and possible reimbursement to proceed, it is mandatory to complete the following form:
Our team will evaluate the case and, if appropriate, will take action with the driver, including warnings, penalties, or suspensions in cases of repeated or serious breaches.
What types of breaches can be reported?
Some common examples include:
Returning the car dirty or with food remnants
Smoking inside the vehicle
Not respecting the agreed schedules
Using the vehicle for unauthorized purposes
Returning the tank with less fuel
Causing damages or missing items in the vehicle
🤝 We are here to help you
We know that these types of situations can be frustrating. That’s why, at TripWip, we work to protect hosts and resolve any breaches fairly and quickly.
If you have any questions or incidents, write to us through our official channels. It’s always better to prevent, but if something happens, we are here to support you.