Vehicle damage management policy and methods

By signing the contract, the Customer authorizes our company to block the Security Deposit amount required to access the Vehicle rental service on the credit card presented.

The Customer also authorizes us to charge the amounts corresponding to any damage found on the vehicle upon return and the costs associated with handling any related administrative procedures (if these are not already covered by insurance), if these exceed the value of the security deposit. This also takes into account the final value calculated if an additional damage liability reduction package (deductible) has been accessed.

In particular, handling damage-related procedures entails the collection of an administrative fee equivalent to €80.00 (VAT included).

All easily detectable damage is managed using our Damage Tables, developed and regularly updated by experts registered with the national registry. These tables allow for quick and practical damage management, providing the average repair costs for the most common minor damages based on the amounts requested by specialized workshops for components and work. The amounts in the tables in question do not include the aforementioned administrative fees.

Therefore, we always recommend purchasing our liability limitations/exclusions (excesses), which protect the Customer in the event of damage caused to the vehicle.

Below, we explain how damages are detected and charged, and how disputes related to them are handled.

Vehicle Inspection

During check-in (taking over the vehicle at the start of the rental), all existing damage to the vehicle will be listed on the corresponding Handover Report. We encourage the Customer to check it carefully, verifying that there are no errors and reporting any discrepancies to our operators or through the web application before leaving the parking lot with the vehicle.

At the time of return (check-out), the vehicle will be inspected again by our staff, or in the case of an automated return, the Customer will have to do so, adding any new damage not caused by normal wear and tear and completing the handover report, detailing the type of handover and, if necessary, adding explanatory photographs.

Normal wear and tear refers to normal wear and tear due to reasonable use of the vehicle (e.g., small scratches and chips, micro-dents, and normal wear on the rims and wiper blades). For more details, we suggest consulting our Damage Tables at the end of this section.

Hidden Damage

During check-out, some damage may not be immediately apparent, for example, damage caused to inaccessible vehicle components (engine, tank, clutch, etc.) or hidden due to poor lighting or unfavorable weather conditions. If such damage is detected, we will inform the Customer upon detection and provide all supporting documentation before charging any related costs.

Technical stop

If the vehicle is subject to repairs, we reserve the right to send the Customer a periodic repair invoice that includes "technical downtime days," i.e., the days the vehicle is inactive for the time required for repairs and the acquisition of spare parts.

Damage Detection and Collection

The detection phase is characterized by the following three most common scenarios:

- Simple damage, agreed upon during the return phase. For simple damage agreed upon and accepted by the Customer during checkout, an amount equal to the amount indicated in the Damage Tables (see Damage Tables) will be charged and included in the final invoice.

- Simple damage, not agreed upon due to the Customer's absence. If the Customer cannot be present during checkout (due to rush or delayed return) and the damage detected is simple, our staff will assess the amount to be charged using the Damage Tables downloadable at the bottom of the page. In such cases, the Customer will be duly informed by email or traditional mail before actual billing and collection. The notification will be sent within 3 business days of the return/taking possession of the vehicle, with supporting documentation attached.

- Major damage. If the damage is significant and/or not listed in the Damage Tables, we will request an appraisal from a nationally registered expert or a specialized workshop. Therefore, within 3 business days of the return/taking possession of the vehicle, the Customer will be notified by email or traditional mail with a certified technical estimate based on ANIA's price lists and deadlines, an indication of the damage and the corresponding cost.

Disputes

The Customer will have 5 business days from the time we send our chargeback notice to dispute the amount claimed for damages. If we do not receive a dispute within 5 business days of the chargeback notification, we will proceed with the collection of the requested chargeback. Our chargeback notices will always include all documentation proving the presence of the newly detected damage.

Any hidden or mechanical damage discovered after we take possession of the vehicle will be reported immediately upon discovery (if necessary, even beyond the standard 3 business days).

Any refund request can be submitted to our Customer Service, which the Customer can contact by visiting the corresponding section of our website: Contacts.

Financial liability for damage or theft

All our vehicles have RCA (Car Third Party Liability) coverage in accordance with the law, which guarantees third party liability coverage, and CDW (Collision Damage Waiver) and TP (Theft Protection) type coverages that partially limit the client's liability for damages caused to the vehicle during the rental period, as long as an additional optional service that limits or extinguishes said liability has not been purchased (see the different types available in the section https://trayectis.com/vehiculos-servicios). In any case, this insurance does not cover damage caused to the tires, chassis, windows and interior of the vehicle (unless the damage to the interior is a result of an accident). Any charge, as a penalty, will be calculated based on the damage suffered by the vehicle up to a maximum (deductible) that varies depending on the category of the rented vehicle, according to the following table:

Live in peace...

As mentioned above, our vehicles are fully insured, but if you want to be worry-free about not having to bear additional costs due to accidents, you can activate a series of additional coverage packages to eliminate deductibles and minimize the security deposit required for rentals, which varies based on the extra chosen depending on the vehicle category. For more details, you can consult the section https://trayectis.com/deposito-de-garantia

Damage table for download