This FAQ explains the two types of damage requests available to Trailer Owners — Deposit Deduction Requests and NT Protect Reimbursement Requests — how each is filed, and how the deposit, the $500 Renter Responsibility Amount, and any NT Protect payout work together.

If damage, loss, or unpaid charges occur during a rental, you may submit a Deposit Deduction Request when ending the rental. If verified damages exceed $500 and the rental included the NT Protect Damage Waiver, you may also submit an NT Protect Reimbursement Request.

NT Protect Reimbursement Requests are not the same as Deposit Deduction Requests. They are separate processes, with separate filing paths and separate deadlines.

All damages reported — regardless of the type of request — must be supported with documentation and photos.

When to File a Request

You should file a request if:

• The trailer is returned with new damage
• Equipment or accessories are missing
• There are unpaid rental fees
• There are other documented losses related to the rental

How to File a Deposit Deduction Request

Deposit Deduction Requests must be submitted at the time you end the rental.

From the Neighbors Trailer App

1. Select Bookings.
2. Open the applicable booking under Current.
3. Tap End Rental.
4. Tick Deposit Deduction, then tick the confirmation box.
5. Enter the required details describing the damage or loss.
6. Upload supporting photos.
7. Tap End Rental to submit the request.

From the Website

1. Go to your Dashboard.
2. Select Bookings.
3. Open the applicable booking under Current Bookings.
4. Click End Rental.
5. Tick Deposit Deduction, then tick the confirmation box.
6. Enter the required information.
7. Upload supporting photos.
8. Select End Rental to submit the request.

What Happens Next?

• The renter will be notified of the request.
• The renter may review or dispute the request within 24 hours of your submission.
• Neighbors Trailer will review the submitted information and make a determination based on platform policies.

Deposit refunds are processed within 3–5 business days if no request is filed, or within 7 calendar days of request resolution if one was filed.

NT Protect Damage Waiver Reimbursement Requests (For Damages Over $500)

If damages exceed $500 and the rental included the NT Protect Damage Waiver, you may file a Reimbursement Request in addition to your Deposit Deduction Request.

How the Deposit, the Renter Responsibility Amount, and the NT Protect Payout Work Together

Where the Damage Waiver applies, Section 39 of the Terms sets the order:

Step 1 — The deposit is applied first. The deposit is applied first to the Renter Responsibility Amount (up to $500 for each Incident) and then to any excluded item or other charge for which the renter is responsible under the Terms.

Step 2 — The unused deposit is refunded. Any part of the deposit not applied under Step 1 is refunded to the renter within seven (7) calendar days of request resolution.

Step 3 — NT Protect pays the Owner. NT Protect’s payout to the Owner is the covered damages (documented damages the Damage Waiver covers, up to the Waiver Limit) minus the $500 Renter Responsibility Amount.

Example: Covered damages are $1,800 and the renter’s deposit was $1,000. $500 of the deposit is retained as the Renter Responsibility Amount and the other $500 is refunded to the renter. NT Protect pays the Owner $1,300 ($1,800 - $500). The renter is not charged any additional amount.

If the deposit is less than $500: The deposit is applied first, and the remaining balance of the Renter Responsibility Amount is charged to the renter’s payment method on file. With no deposit, the full $500.00 is charged. NT Protect pays the Owner the covered damages minus the $500 Renter Responsibility Amount.

If documented damages are $500 or less: The deposit is applied to the damages, and any remaining balance is charged to the renter’s payment method on file. Any unused portion of the deposit is refunded to the renter within 7 calendar days of request resolution. No NT Protect request is filed in this circumstance.

If a remaining balance cannot be collected after reasonable collection efforts, the uncollected amount becomes the Owner's responsibility. That amount is deducted from NT Protect's reimbursement to the Owner. See Section 39.5(d) of the Terms.

When to File an NT Protect Request

You may file an NT Protect Reimbursement Request when:

• Verified damages exceed $500
• The damage occurred during the active rental period
• It has been less than 48 hours since your rental end date and time

How to File an NT Protect Damage Reimbursement Request

1. Gather supporting documentation, including:
   • Before-and-after photos
   • Detailed description of the damage
   • Repair estimates or invoices (if available)
2. Go to the booking page
3. Select the “Help with this Booking” button
4. Select “If damages exceeded $500 during this rental, report it here: Reimbursement Request”

All damages must be reported through the Reimbursement Request path above within 48 hours of the scheduled rental end time shown on the booking page. Submitting a Deposit Deduction Request alone does not constitute filing an NT Protect Reimbursement Request, and does not satisfy the 48-hour reporting requirement.

Coverage is Limited to the Paid Rental Period

The Paid Rental Period means the time between the scheduled rental start time and the scheduled rental end time shown on the booking page, for which the renter has paid the applicable rental fees.

NT Protect does not cover:

• Damages occurring before the scheduled rental start time
• Damages occurring after the scheduled rental end time, including during any unauthorized retention of the trailer
• Damages occurring during any period for which rental fees have not been paid

The 48-hour reporting window does not extend NT Protect coverage to damages that occurred outside the Paid Rental Period.