Community Guidelines

2. Respect and Professionalism

All users are expected to:

• Communicate respectfully and professionally with other users and Navo staff.
• Respond to messages in a timely manner (within 24 hours where possible).
• Honor commitments — if you confirm a booking, honor it.
• Be honest and accurate in all listings, reviews, and communications.
• Resolve disputes calmly and through proper channels.

3. Reviews and Ratings

Reviews are one of the most important tools in our community. Users must:

• Leave honest and factual reviews based on their direct experience.
• Not threaten negative reviews in exchange for concessions ("review manipulation").
• Not submit reviews for trips in which they did not participate.
• Not use reviews to harass, threaten, or retaliate against other users.

Navo does not remove reviews simply because a user disagrees with them. Reviews may only be removed for policy violations.

4. No Smoking Policy

Smoking of any kind — including tobacco, cannabis, vaping, and e-cigarettes — is prohibited in all vehicles on the Navo platform unless a Host explicitly and specifically designates their vehicle as smoking-permitted in the listing. Evidence of smoking in a non-smoking vehicle will result in a minimum $250 cleaning fee and may result in account suspension.

5. Pet Policy

Pets are not permitted in rental vehicles unless the Host has explicitly enabled pets in their listing settings. Renters traveling with pets must:

• Book only vehicles with the pet-friendly designation.
• Ensure pets are secured and contained (e.g., pet carrier or vehicle harness).
• Clean the vehicle of all pet hair and waste before return.
• Report any damage caused by the pet.

Unauthorized pets may result in a cleaning fee of up to $150 and may impact a Renter's rating.

6. Service Animals

As described in our Non-Discrimination Policy, service animals are always permitted in Navo rental vehicles regardless of a Host's pet policy. See our Non-Discrimination Policy for full details.

7. Communication Standards

All communication between users on the Navo platform must remain within the app. Users may not:

• Share personal contact information (phone, email) to circumvent the Platform.
• Engage in off-platform rental arrangements to avoid Navo fees.
• Send unsolicited promotional messages.
• Harass, threaten, or intimidate other users.
• Use hate speech, slurs, or discriminatory language.

8. Prohibited Items

The following may not be transported in any Navo rental vehicle:

• Illegal firearms or weapons.
• Controlled substances (beyond personal prescription medication).
• Hazardous materials (flammable, explosive, corrosive, or toxic substances).
• Stolen goods.
• Animals other than disclosed pets and service animals.

9. Consequences

Violations of Community Guidelines may result in warnings, temporary suspension, or permanent removal from the Platform. Serious violations (harassment, discrimination, fraud) may result in immediate termination and referral to law enforcement.

10. Reporting

Report Community Guideline violations through the Navo app by tapping the flag icon on any listing, message, or user profile, or by emailing support@rentnavo.com.