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 NT Protect deductible, 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 Protection Package, 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. Select the Deposit Deduction Request option.
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. Check the Deposit Deduction Request 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 Protection Package Reimbursement Requests (For Damages Over $500)

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

How the Deposit, Deductible, and NT Protect Payout Work Together

When both a Deposit Deduction Request and an NT Protect Reimbursement Request are filed for the same rental, the recovery happens in a specific order:

Step 1 — Deposit is applied first. The renter’s deposit is applied dollar-for-dollar against documented damages, up to the full deposit amount retained by the platform.

Step 2 — The $500 deductible is satisfied from the deposit. When the deposit on file is $500 or more, the NT Protect deductible is funded from the deposit. The renter is not charged a separate deductible on top of the deposit.

Step 3 — NT Protect pays the difference. NT Protect pays the Owner the difference between the documented damages and the deposit retained, subject to coverage limits and eligibility.

The renter’s maximum out-of-pocket liability for damages on any single rental is capped at the deposit amount, except where the deposit is less than $500 or NT Protect coverage is denied.

Example: Documented damages are $1,800 and the renter’s deposit was $1,000. The Owner retains the full $1,000 deposit. NT Protect pays the Owner $800 to cover the remaining damages. The renter is not charged any additional amount.

If the deposit is less than $500: The deposit is applied first to the deductible. The remaining deductible balance is charged to the renter’s credit card on file. NT Protect pays the Owner the difference between damages and the $500 deductible.

If documented damages are less than the deposit: The Owner retains only the amount equal to documented damages. 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.

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.