Damage & Wear Policy

Cars get used. Some wear is normal and expected; damage is not. This policy explains the difference, how to report damage, and how Alvro reviews and resolves claims fairly.

Normal wear is what you'd expect from ordinary use of a vehicle and is not reimbursable:

• Light dirt or interior dust from a trip.
• Tire tread wear consistent with the trip's mileage.
• Minor stone chips outside high-impact areas.
• Brake or rotor wear consistent with mileage.

Damage is anything beyond normal wear that requires repair, replacement, or professional cleaning:

• Dents, scrapes, cracks, or paint damage.
• Interior tears, burns, stains, or strong odors.
• Cracked or chipped windshields.
• Mechanical damage caused by misuse or negligence.
• Lost keys or fobs.

Both renters and hosts are required to take pre-trip and post-trip photos through the Alvro app. These photos are the primary evidence used to resolve any damage claim. Trips with missing photos may not be eligible for claims and protections.

Damage claims must be filed within 72 hours after the trip ends, from the trip details screen. A claim must include:

• Clear photos showing the damage and the affected area.
• A description of what was damaged and how, if known.
• A repair estimate or invoice from a licensed shop (Alvro can help arrange one).

Late reports may be denied if Alvro cannot reasonably determine when or how the damage occurred.

An Alvro claims specialist will:

• Review pre- and post-trip photos from both parties.
• Examine the timing, condition, and severity of the damage.
• Reach out to the renter and host for additional context and evidence.
• Determine responsibility under this policy and the renter's selected protection plan.

Renters are responsible for damage that occurs during their trip, up to the deductible of the protection plan they selected:

• Basic plan: $3,000 deductible.
• Standard plan: $1,500 deductible.
• Premium plan: $750 deductible.

The deductible is the most you pay out-of-pocket for covered damage — Alvro's program covers the rest, up to the vehicle's actual cash value (capped at $100,000). Diminished value is not covered.

For damage caused by a prohibited use of the vehicle, the renter may be responsible for the full repair cost regardless of plan.

Approved repairs are reimbursed at the lesser of (a) the licensed shop's estimate or (b) Alvro's appraised cost of repair. Alvro pays an approved reimbursement to the host by hand once it has collected the guest's payment for the claim; it shows on the host's statement once it is paid. If the guest has accepted a payment plan, the host does not wait for the guest's installments: Alvro pays the host on the normal payout schedule and collects the plan itself. When the guest's protection does not cover the damage, the host is paid once, after Alvro finishes collecting from the guest and closes the claim. Renters are billed only for the deductible portion.

Aftermarket or modified parts are reimbursed at their actual value only if the modification was disclosed on the listing and documented (for example, receipts or an appraisal). Undisclosed or undocumented modifications are reimbursed using standard OEM-equivalent parts and values.

Either party can dispute a claim decision within 5 business days by submitting additional evidence to claims@alvro.com. See our Refunds & Disputes policy for the full process.