Vehicle Damage and Claims Policy

Providers are responsible for damage they cause, and their insurance pays for it; Freshd helps both sides document and resolve claims but does not perform services and is not the insurer.

1. Vehicle condition reports

Every booking includes a condition report, which customers and providers agree is the record of the vehicle's condition before service.

• Check-in (required). Before starting work, the provider photographs the vehicle from every required angle (front, rear, both sides, all four corners, interior, and dashboard showing mileage) and photographs any existing damage with a note. Work can't start until check-in is complete.
• Fresh photos only. Check-in photos must be taken within 2 hours of upload. Freshd checks each photo's capture time and rejects older ones.
• Customer review. The customer is notified and can Confirm the report or Dispute specific photos with a note within 24 hours. If the customer doesn't respond, the report is recorded as unconfirmed, and it still serves as the record.
• Customer photos (optional). Customers may add their own photos from 48 hours before the appointment until work starts, as extra evidence.
• Check-out (recommended). After the job, the provider may photograph the same angles again. If they skip it, that is recorded.
• Locked. Once submitted, report photos can't be edited, replaced or deleted by anyone, including Freshd, until the retention period ends.

Customers should remove valuables and personal items before service.

2. Filing a damage claim

• Customers must file a claim within 48 hours of the job being marked complete, through the booking page.
• Freshd compares the check-in report, any customer photos, the check-out report and the booking chat.
• Damage shown in the check-in report, or noted by the customer before work started, is treated as pre-existing.
• A provider who started work without completing check-in, where Freshd allowed an exception, can't rely on the condition report to dispute a claim.

3. How claims are handled

1. Freshd shares the claim with the provider within 1 business day.
2. The provider responds within 2 business days, accepting the claim, offering a repair or credit, or disputing it.
3. If the provider accepts, the provider pays for the repair directly or through their insurance.
4. If the parties disagree, Freshd reviews the condition reports, the customer's photos and the booking chat, and makes a platform decision. That decision may include withholding the provider's payout for that booking while the claim is open.

4. What is not covered

• Damage shown in the check-in condition report or noted before service
• Normal wear, pre-existing defects, and failures of parts that were already faulty (for example, loose trim or failing clear coat)
• Loss of personal items left in the vehicle
• Results that are a matter of taste (for example, a shine level) when the service was performed as described

5. Freshd's role

Freshd is a marketplace that connects customers and independent providers. Freshd does not perform services, inspect vehicles, or guarantee a provider's work. Any payment Freshd chooses to make to resolve a claim is a courtesy, does not admit fault, and may be recovered from the provider.