Reporting damage or issues

Even with the best planning, unexpected things can happen. If you discover damage, experience a malfunction or encounter any issue with your Ridee trip, we're here to help. Reporting promptly and accurately ensures your safety, protects your account and helps Ridee resolve the matter fairly for everyone involved.

If you notice damage before your trip begins

Before driving off, always inspect the car carefully during check-in. If you find scratches, dents or other visible issues:

• Do not start your trip yet
• Take clear photos and videos of the damage from multiple angles
• Upload them through Ridee → Trip Details → Report an Issue or during the check-in photo process
• Notify the host immediately via in-app chat

If the damage appears major (e.g., broken mirror, fluid leak, flat tire), contact Ridee Support before leaving the pickup point. We'll advise whether the car is safe to drive or arrange a replacement if needed.

If damage occurs during your trip

Accidents or unexpected damage can happen while driving. If you're involved in a collision, scrape or mechanical issue:

1. Ensure safety first. Park in a secure area and check for injuries
2. Document everything. Take clear photos and videos of:
   • The affected area(s)
   • The vehicle's license plate and surroundings
   • Any other vehicle(s) involved
3. Contact your host through the app to inform them of the situation
4. Report it to Ridee Support immediately via the Help section or in-app chat

If police or roadside assistance are required, follow local laws and cooperate fully. Ridee can help coordinate next steps, towing or claim handling.

If you experience a mechanical or functional issue

For non-accident-related issues, like a dead battery, warning light or flat tire, do the following:

• Pull over safely and turn on your hazard lights
• Message your host to describe the issue
• Contact Ridee Support if the host is unavailable or you need immediate help

Depending on the issue, Ridee may arrange roadside assistance or trip modification options.

After your trip (post-return reports)

If you notice an issue after returning the vehicle, such as damage you didn't cause being reported by the host:

• Review your check-in and check-out photos in the app
• Submit a dispute report through Ridee → Help → Trip Issues within 24 hours
• Attach supporting evidence (photos, messages or time-stamped details)

Ridee's review team will carefully assess all submitted documentation before making a determination.

What not to do

To keep your trip protected and claims fair:

• Never repair damage on your own without approval
• Avoid offline settlements with the host. All issues must go through Ridee
• Do not delay reporting, as late claims may be harder to verify

Ridee's support and resolution process

Once your report is submitted:

• A Ridee agent will review your photos, trip records and messages
• You'll receive a confirmation and case reference via email or in-app
• Depending on the situation, Ridee may coordinate with the host, insurance partners or service providers to resolve the issue fairly and quickly

Our goal is to ensure every guest feels supported and treated transparently throughout the process.

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Need to report an issue? Contact our support team immediately for assistance.