Damage Protection Policy

Complete transparency on damage claims, dispute resolution, and financial responsibility

Damage Protection Overview

48-Hour Claim Window

Owners must report damage within 48 hours of rental completion with photo evidence

Fair Review Process

Admin review within 48 hours, 5-day dispute window, evidence-based decisions

Transparent Finances

Owners pay processing fees, renters pay exact amounts with no hidden costs

Financial Framework

Our damage protection system ensures complete financial transparency. Platform revenue from damage claims is $0 - we facilitate the process only.

For Renters

What You Pay

You pay exactly the approved claim amount - no additional fees, no surprises.

Example: $200 damage claim = You pay exactly $200

Your Protections:
  • • 5-day dispute window with evidence submission
  • • 7-day payment grace period after disputes
  • • Professional admin review of all claims
  • • Clear evidence requirements for owners

For Boat Owners

What You Receive

You receive the claim amount minus Stripe processing fees (2.9% + $0.30).

Example: $200 claim = You receive ~$194 (after ~$6 fees)

Your Responsibilities:
  • • Submit claims within 48 hours of rental end
  • • Provide clear photo evidence of damage
  • • Pay all Stripe processing fees on approved claims
  • • Accept admin decisions as final

Platform Role: Aquavora facilitates the damage claim process but earns $0 revenue from damage claims. Our role is to provide fair dispute resolution and secure payment processing.

Timeline & Process

Complete Damage Claim Timeline

1

Claim Submission (48-Hour Window)

Owner submits claim within 48 hours of rental completion with photo evidence and detailed description. Late submissions are automatically rejected.

Critical: Claims must be submitted within exactly 48 hours of the rental end time. The system enforces this deadline automatically.

2

Admin Review (48-Hour Target)

Professional review of evidence, damage assessment, and approval decision. Claims can be approved in full, partially approved, or denied based on evidence quality.

Both owner and renter receive email notifications when admin makes decision. Review typically completed within 48 hours.

3

Dispute Window (5 Days)

If approved: Renter has exactly 5 days to dispute with counter-evidence. If denied, process ends with no charges.

Renters can upload evidence photos and written explanations during dispute window. Admin reviews all disputes with final authority.

4

Payment Required (7-Day Grace Period)

After dispute window expires (or dispute is resolved), renter receives secure payment link with 7-day deadline. Payment is processed through Stripe with bank-level security.

Payment reminders sent as deadline approaches. "No additional fees" - renters pay exactly the approved amount.

5

Resolution & Account Management

Payment completed: Owner receives payout in next settlement cycle. Non-payment: Account restrictions apply to prevent future bookings until resolved.

All parties receive confirmation emails. Account restrictions are automatically removed when payment is completed.

Typical Timeline Summary:

Total Process Time: 7-14 days from claim submission to resolution
Owner Decision Point: ~2 days after rental completion
Renter Response Time: 5 days for disputes + 7 days for payment

Payment & Dispute Process

Manual Payment Completion

How Payment Works

  1. Secure payment link sent via email
  2. Renter completes payment using Stripe checkout
  3. Immediate confirmation to both parties
  4. Owner receives payout in next settlement cycle
Security & Transparency
  • • Bank-level encryption via Stripe
  • • No stored payment methods
  • • Clear "no additional fees" messaging
  • • Immediate email confirmations

Important: Platform does not guarantee payment collection. We facilitate secure payment processing but cannot force payment completion.

Evidence-Based Disputes

Dispute Requirements

  • • Submit within 5-day window
  • • Upload counter-evidence photos (up to 5 images)
  • • Provide detailed written explanation
  • • Reference specific inaccuracies in original claim

Admin Review Process

  • • Independent review of all evidence
  • • Can uphold, modify, or deny original claim
  • • Decision is final and binding
  • • Both parties notified via email

Success Tip: Disputes are most successful when they include clear photos showing the actual condition and specific explanations of factual errors.

System Limitations & Insurance Recommendations

Our Damage Protection is Limited

What We Cover

  • • Minor scratches and dings
  • • Cleaning fees and stains
  • • Small equipment damage
  • • Fuel and consumable overages
  • • Interior damage from misuse

What We DON'T Cover

  • • Major damage or total loss
  • • Personal injury claims
  • • Theft or vandalism
  • • Weather-related damage
  • • Mechanical failures
  • • Liability claims from accidents

Maximum Protection: Damage protection limits are set by each boat owner (typically $500-2000). Claims cannot exceed the boat's stated damage protection limit.

Strongly Recommended: Comprehensive Insurance

We strongly encourage all boat owners to secure appropriate insurance coverage for comprehensive protection beyond our basic damage system.

Recommended Coverage Types:
  • • Peer-to-peer rental insurance (if available)
  • • Commercial marine insurance
  • • Liability protection for guest operators
  • • Equipment and electronics coverage
  • • Hull and machinery protection
Benefits of Full Coverage:
  • • Protection against major losses
  • • Personal injury liability coverage
  • • Weather and theft protection
  • • Lower out-of-pocket costs
  • • Professional claims handling

Captain Services: Enhanced Safety & Protection

Consider offering captain services for optimal risk management and guest experience on your Aquavora listings.

Risk Management:
  • • Professional navigation expertise
  • • Proper equipment operation
  • • Better weather decision-making
  • • Emergency preparedness training
Financial Benefits:
  • • Potential insurance savings
  • • Premium positioning in marketplace
  • • Reduced boat wear and tear
  • • Lower operational concerns
Guest Experience:
  • • Professional safety guidance
  • • Local knowledge and recommendations
  • • Stress-free operation
  • • Enhanced peace of mind

Captain Settings: In your boat listing settings, choose between "Captain Required" or "Renter Operated".

Non-Payment Consequences

Account Restrictions for Non-Payment

Enforcement Policy: Users who fail to complete approved damage payments within the grace period face automatic account restrictions until payment is completed.

Automatic Restrictions Include:
  • • Unable to make new bookings
  • • Account marked as "restricted"
  • • Profile visibility reduced in search
  • • Dashboard access limited
Resolution Process:
  • • Complete outstanding payment via secure link
  • • Automatic restriction removal within hours
  • • Full platform access restored
  • • No permanent negative marks

Grace Period Timeline

  • • Payment deadline: 7 days after dispute window
  • • Reminder emails: 24 hours and 6 hours before deadline
  • • Grace period: Additional 24 hours after deadline
  • • Restrictions: Applied automatically if still unpaid

Platform Limitations

  • • We cannot force payment completion
  • • Platform facilitates process only
  • • Owners encouraged to resolve directly
  • • Restrictions protect platform integrity

Important: Account restrictions are not permanent penalties but protective measures. They are immediately removed when outstanding payments are completed through the secure payment system.

Legal Framework & Compliance

Platform Responsibilities

  • • Facilitate secure claim submission and review process
  • • Provide professional admin review within 48 hours
  • • Maintain fair dispute resolution system
  • • Process secure payments through Stripe
  • • Protect user data and evidence photos
  • • Enforce consistent policies across all users
  • • Maintain transparency in all financial transactions

User Responsibilities

  • • Owners: Submit accurate claims with clear evidence within 48 hours
  • • Owners: Accept admin decisions as final and binding
  • • Owners: Maintain comprehensive insurance beyond platform protection
  • • Renters: Complete approved payments within grace period
  • • Renters: Submit dispute evidence honestly and completely
  • • All Users: Comply with account restriction enforcement
  • • All Users: Provide accurate information throughout process

Liability & Legal Protections

Platform Liability Limitations:

  • • Platform does not guarantee payment collection
  • • Admin decisions are final but not legally binding judgments
  • • Users responsible for comprehensive insurance
  • • Platform facilitates dispute resolution only
  • • Evidence handling with strict privacy controls
  • • No liability for insurance coverage gaps

Legal Enforcement:

  • • All damage protection terms contractually binding
  • • Account restrictions automatically enforced
  • • False claims may result in account suspension
  • • Evidence photos automatically deleted after resolution
  • • Payment processing governed by Stripe terms
  • • Dispute decisions final within platform system

Questions & Support

Damage Claims Support

Email: info@aquavora.com

Response Time: 24 hours for damage claim questions

Dispute Resolution

Include claim ID, booking details, and specific evidence

Review Time: 48 hours for all dispute submissions

Payment Issues

Technical problems with payment links or processing

Priority: Payment issues resolved within 12 hours

Legal Disclaimer: All damage protection policies and procedures are contractually binding. By using Aquavora, users agree to these terms including claim submission deadlines, admin decision authority, and account restriction enforcement. Platform liability is limited to facilitating secure transactions and dispute resolution. Users are strongly encouraged to maintain comprehensive insurance coverage beyond platform protection limits. All financial transactions are processed securely through Stripe with bank-level encryption.

Last updated: September 12, 2025