Disputes & Claims

This guide covers what to do when something goes wrong with a rental - damage to an item, late returns, items that don't match the listing, or any other dispute that needs Curba's involvement.

For an overview of how protection works upfront, see Protection & Deposits.

When to file a claim

You should file a claim if:

• The item was returned damaged (cosmetic, functional, or total loss)
• The item was not returned at all
• The item was returned significantly late
• The item was returned with parts or accessories missing
• Anything else that caused you a financial loss as the host

If something is wrong but it isn't a financial claim - for example, the renter was rude, the host was unresponsive, or the item didn't match the listing and you want a refund instead of a damage claim - that's a report, not a claim. Email support@curba.app or call +1 825 256 5110 for those.

The two-day claim window

You have two calendar days from the moment you click Confirm Return to file a claim. After 48 hours, the booking is considered closed and the deposit (if any) is released to the renter automatically.

This is why we recommend:

• Inspect the item carefully before clicking Confirm Return. Once you click it, the clock starts.
• If you spot anything unusual at return, don't click Confirm Return immediately - message the renter, document the issue, and only confirm once you understand the situation.

How to file a claim

The claims process is currently handled over email. We're building an in-app claims form - until then:

Step 1 - Email the claims team

Send an email to claims@curba.app within 48 hours of return with:

• The booking ID (visible on the booking page)
• A short description of what happened
• The listing title and the renter's name

Step 2 - Receive the claim form

The claims team will reply with a claim form to fill out. The form asks for:

• Description of the damage, loss, or issue
• The amount you're claiming (in CAD)
• Evidence (see below)

Step 3 - Submit your evidence

Strong evidence makes claims move quickly. Include as many of these as apply:

• Photos of the item before the rental (ideally the listing photos plus any pickup photos you took with the renter)
• Photos of the damage with timestamps
• Receipts for the original purchase or for repair costs
• Quote or estimate for repairs from a qualified shop
• Police report if the item was stolen or vandalized
• Messages with the renter about the incident
• For vehicles or items that require certified inspection - any inspection reports. Note Curba doesn't support vehicle rentals currently.

Step 4 - Review by the claims team

Claims are reviewed within 15 business days of receiving the completed form and evidence.

In some cases - especially for high-value items, vehicles, or contested claims - Curba may send a third-party inspector to assess the item before deciding. This adds a few days but produces a more reliable outcome.

Step 5 - Decision

The claims team will email you the decision and the reasoning. If approved, payment is processed against the renter's deposit (and against Curba Insured coverage where applicable). If declined, the deposit is released back to the renter.

How claims work for each protection tier

The process above applies to both Curba Insured listings and Self-Declared listings. The difference is what happens after the decision:

Curba Insured listings

If the claim is approved:

1. Any deposit on file (where applicable) is captured first
2. Curba covers the remaining approved amount, up to the maximum claim amount for that tier
3. You receive the full approved amount
4. Curba may pursue the renter for the portion it covered

The maximum coverage and any deductible for your listing's tier are shown on the protection-tier badge of the listing.

Self-Declared listings

If the claim is approved:

1. The renter's deposit is captured (in part or in full) and transferred to you
2. Curba does not provide additional coverage on Self-Declared rentals
3. If your loss exceeds the deposit, you may pursue the renter directly - Curba can share the renter's contact information and claim documentation if needed

This is why high-value items are usually in tiers that include Curba Insured coverage - see Protection & Deposits.

If the renter disagrees with the claim

When you file a claim, Curba will share the basics with the renter and give them an opportunity to respond. If the renter disputes your claim:

1. Both sides submit evidence
2. The claims team reviews everything
3. Curba makes a final decision in good faith based on the evidence
4. The decision is binding - there is no formal appeal, but you can email support@curba.app if you believe the team missed important evidence

Renter recourse - when something is wrong from the renter's side

If you're a renter and something went wrong, you have options:

What happened	What to do
Host didn't show up	Email support@curba.app - full refund
Item significantly different from the listing	Don't click Confirm Pickup. Message the host. If unresolved, email support@curba.app for a refund
You're being unfairly accused of damage	Respond to the claims team's email with your own evidence (pickup photos, messages, condition notes)
The host is harassing you	Email support@curba.app - we will investigate and may suspend the host's account
You're charged a deposit you don't recognize	Check the booking - deposit holds are normal at payment and release on completion. Email support@curba.app if you're still unsure

We're building a Report Rental button that will surface these options directly inside the booking page. Until then, email is the way.

What's not covered

Whether your listing is Curba Insured or Self-Declared, claims are not approved for:

• Normal wear and tear from regular use
• Pre-existing damage that was already on the item before pickup
• Damage caused by the host's own misuse, neglect, or misrepresentation in the listing
• Mechanical or electrical breakdowns unrelated to the rental
• Use of the item outside the agreed rental period
• Use of the item against the rules described in the listing or in violation of applicable law
• Indirect or consequential losses (lost income, opportunity cost, etc.)
• Claims filed after the 2-day window

Tips for hosts

• Take pickup and return photos every time. Photos timestamped before pickup and after return are the single strongest piece of evidence.
• Use the message thread for any condition notes. A written record beats memory every time.
• Don't click Confirm Return until you've inspected. Once you confirm, the clock starts and reversing is much harder.
• Keep purchase receipts for your higher-value items so you can prove value if you ever need to claim.
• Set realistic item values when you list. An undervalued item can result in a deposit that doesn't cover real damage.

Tips for renters

• Document the condition at pickup. It protects you if a host raises a false claim later.
• Don't accept an item that already looks damaged without messaging the host on the platform first.
• Return on time and as agreed. Most claims that hit deposits are tied to late returns or missing accessories - both fully avoidable.
• Keep messages on-platform. Off-platform conversations don't count as evidence.

Contact

• claims@curba.app - to file a damage, loss, or late-return claim
• support@curba.app - for everything else (refunds, no-shows, account issues, harassment)