How disputes are resolved

Dispute resolution is included on every booking. It gives you and the guest a fair, recorded way to settle a disagreement without confrontation.

What can be disputed

• Damage to a car, vessel or aircraft.
• Guest conduct and rule breaks.
• Charges, extensions and extras.
• Cancellations and no shows.

Operator first

For a service issue, the guest comes to you first, and you have 24 hours to reply. If you decline, don't reply in time or the guest won't take your offer, they can ask Pickup to step in. Safety issues, no shows, a car, boat or crew that doesn't match the app, and suspected fraud come straight to Pickup.

How it works

1. Report. Either side raises the issue in the app, and a case opens on the booking. Your cases under Help shows it, and you can reply in Messages.
2. Evidence. Both sides submit photos, messages and documents within 72 hours of Pickup's request.
3. Response. Pickup shares the key points and invites each side to respond.
4. Review. Pickup reviews the evidence against the booking record, your listing rules, the cancellation option on the booking and the terms that apply.
5. Decision. Pickup tells both sides the outcome and the reasons, within 14 days on a held payment. Any refund owed to the guest goes back to their original payment.

Pickup does not promise a particular outcome. Complex cases take longer.

Payments during a dispute

An open case holds the whole payout for that booking until it is decided, and Earnings shows it as Held. We pay anything due with your next payout. Where a dispute is upheld against you after you were paid, the amount comes off your next payouts, and it is shown on the payout. See How payouts work.

Tips

• Report early and stick to facts.
• Keep all communication in the app.
• Do not contact the guest outside the app about the dispute.
• Stay courteous. Your conduct in a dispute is part of your record.
• Respond to the guest and to Pickup. Ignoring a dispute or refusing to cooperate can lead to suspension under the Operator Agreement.

If you disagree with the outcome

Reply in the case with any new evidence. The Operator Agreement and Dispute Resolution set out what further steps are open to you.