Dispute Resolution Policy

2. Types of Disputes Covered

Navo's dispute resolution process covers:

• Vehicle damage claims (Renter-caused damage).
• Security deposit disputes.
• Cleaning fee disputes.
• Billing errors or unauthorized charges.
• Late return fee disputes.
• Mileage overage disputes.
• Pick-up or return condition disputes.

3. Disputes NOT Covered

Navo's dispute process does not cover:

• Personal injury claims.
• Third-party property damage.
• Criminal matters.
• Disputes arising after 30 days of the trip end date.
• Disputes between users and their personal insurers.

4. Dispute Filing Process

4.1 Filing a Dispute

Either party may file a dispute through the Navo app within 72 hours of the trip end. Supporting documentation should be submitted within 5 business days.

4.2 Required Documentation

• Photos (timestamped, taken within the app at trip start and end).
• Odometer readings at start and end.
• Repair estimates from licensed facilities (for damage claims).
• Any relevant communications through the Navo platform.

4.3 Review Process

Navo's Trust & Safety team will review submitted evidence and may request additional information from either party. We aim to issue an initial determination within 10 business days of receiving complete documentation.

5. Outcomes

Navo may determine:

• The dispute is resolved in the Renter's favor (fees reduced or waived).
• The dispute is resolved in the Host's favor (charges upheld or assessed against Renter).
• The matter is inconclusive (insufficient evidence from either party).

Navo's determination is final for purposes of platform-level resolution. Users retain the right to pursue legal remedies outside the Platform, subject to the arbitration and class action waiver provisions of the Terms of Service.

6. Security Deposits

If Navo collects a security deposit at booking, it will be held for up to 5 business days after trip completion. If no dispute is filed, the deposit is released. If a dispute is filed, the deposit may be held until the dispute is resolved.

7. Chargebacks and Fraud

Initiating a chargeback with your bank instead of following Navo's dispute process is a violation of these Terms. Navo reserves the right to suspend accounts that initiate chargebacks without first exhausting our dispute process.

8. Binding Arbitration

As set forth in the Terms of Service, any dispute not resolved through Navo's internal process that escalates to formal legal proceedings shall be subject to binding individual arbitration. Class actions are waived.