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 48 hours from the moment you click Confirm Return to file a claim. If the item isn't returned at all, you have 48 hours from the scheduled return time. After that you can no longer file a claim. If no claim is filed, the renter's deposit hold is released automatically 72 hours after Confirm Return.

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 trailers or items that require certified inspection - any inspection reports. Note Curba doesn't support vehicle rentals such as cars and motorcycles.

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 Damage Protection coverage where applicable). If declined, the deposit is released back to the renter.

How approved claims are paid

Every listing has Curba Damage Protection. For bookings made from November 26, 2026 (December 12, 2026 in Quebec), the approved amount is based on the item's current value just before the damage, theft, or loss - not its purchase price or the cost of a new one. Curba pays the lower of the reasonable repair cost and the item's current value, never more than the category limit. If the item was worth less than its listed value, the lower value is used.

If the claim is approved:

1. The renter's deposit is captured first - it works as the deductible
2. Curba covers the remaining approved amount, up to the maximum claim amount for the category: $5,000 per item for most categories, $10,000 per rental for Film & Photography, and $20,000 per item for Trailers and Vehicle
3. You never pay a deductible - you receive the approved amount, up to the deposit plus the category limit
4. For bookings made from November 26, 2026 (December 12, 2026 in Quebec): if the renter caused the damage through carelessness, gross negligence, or on purpose, Curba charges the renter instead (see What renters may be charged)

The cover for your listing's category is shown on the listing. See Protection & Deposits for the full table.

If Curba can't recover an amount the renter owes under the charges below, you may pursue the renter directly - Curba can share the renter's contact information and claim documentation if needed.

What renters may be charged

Once the claims team has reviewed a claim or dispute, Curba can charge the renter's card for:

• Careless, grossly negligent, or deliberate damage, theft, or loss - up to the item's full market value (its current value)
• Late returns - up to 2 times the booking's average daily price for each day, or part of a day, the item is late
• A dispute fee - up to 30% of the amount the renter is found to owe

Any amount owed is taken from the deposit first. Before charging, the claims team tells the renter the amount and the reasons, and the renter can respond with their own evidence. Damage, loss, and late-return amounts go to the host. The dispute fee is kept by Curba.

These charges apply to bookings made from November 26, 2026 (December 12, 2026 for residents of Quebec).

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. Curba's decision is final within Curba's claims process. If you believe the team missed important evidence, email support@curba.app. This doesn't affect any legal rights you have, including under consumer protection law or with your card issuer.

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

Claims are not approved for:

• Injury to anyone, or damage to other people or their property - see Safety & Trust
• 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
• Indirect or consequential losses (lost income, opportunity cost, etc.)
• Rentals to renters who weren't verified first
• Claims filed after the 48-hour window

Curba Damage Protection doesn't pay for the following - for these, the renter may be charged instead:

• 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

For bookings made from November 26, 2026 (December 12, 2026 in Quebec), Curba Damage Protection also doesn't pay for:

• Damage caused by the renter's carelessness, gross negligence, or on purpose - the renter is charged for this instead
• Theft where the item was left unsecured, such as unlocked or unattended in a public place
• Rentals longer than 90 days
• Rentals arranged or paid for outside Curba

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 your item's current value when you list. From November 26, 2026, claims are paid on the item's current value, and for most categories the value also sets the deposit.

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. A late return can cost up to 2 times the daily price for each day late.
• Look after the item. Curba Damage Protection covers accidents, not carelessness - you can be charged up to the item's full market value for careless or deliberate damage.
• 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)