If a Deposit Deduction Request is submitted, you will be notified by text and email. The notification will include a link where you can review:

• The amount requested
• Photos submitted by the Owner
• A description of the claimed damage or charge

Under our Terms, the trailer’s condition at pickup is established by the Owner’s pre-rental photos uploaded at the start of the Rental Period. If damage is present at return that was not visible in those pre-rental photos, it is presumed to have occurred during the rental.

If you believe you are not responsible for the request, you must submit your dispute through the Platform within 24 hours of receiving notice of the request.

What should I include in my dispute?

Because the rental condition is documented at pickup, you should provide evidence showing that:

• The damage was already present at pickup, or
• The request is inconsistent with the documented rental timeline.

Strong supporting documentation includes:

• Timestamped photos taken before or at pickup clearly showing the area now claimed as damaged
• Messages exchanged through the Platform noting condition concerns at pickup
• Completed inspection checklists
• Any other relevant documentation (receipts, written statements, etc.)

If no dispute is submitted within 24 hours, the request will be reviewed and finalized based on the available records.

How to review or dispute a request

From the Web:

1. Go to Dashboard
2. Select My Bookings
3. Click Past
4. Select the relevant booking ID
5. Scroll to Booking Activity and select Deduction Request
6. Click Contest Request and enter your comments

From the Mobile App:

1. Tap Bookings
2. Select Past
3. Choose the relevant booking
4. Scroll to Booking Activity
5. Select Deduction Request
6. Tap Contest Request and submit your comments

How reimbursement requests are reviewed

If a request is disputed, the Neighbors Trailer team will review all submitted information from both the Renter and the Trailer Owner.

This may include:

• Pre-rental and post-rental photos
• Timestamped documentation
• Rental condition records
• Communication through the Platform
• Any additional evidence provided

If necessary, we may contact either party for clarification before issuing a final administrative determination.

Common reasons for deposit deductions

Deposit deductions are typically submitted for:

• Physical damage to the trailer
• Missing equipment or accessories
• Cleaning beyond normal wear and tear
• Late returns outside the agreed rental period
• Policy violations during the rental

To help avoid disputes, we strongly recommend:

• Taking clear, timestamped photos of the trailer at pickup and return
• Reviewing the trailer carefully before the rental is marked “On Rent”
• Communicating any concerns immediately through the booking platform