1. Purpose
This Damage Claim Policy ("Policy") governs the operational intake, forensic investigation, independent assessment, adjudication, and financial resolution of damage claims filed by Hosts or Renters following the completion or termination of a Trip on the DRYVE247 Platform.
2. Scope
This Policy applies to all claims concerning vehicle body damage, interior destruction, glass breakage, wheel damage, mechanical misuse, theft, and total loss occurring during a platform-mediated Trip in the Republic of Ghana.
3. Definitions
All capitalized terms not defined herein shall bear the meanings set forth in preceding platform documentation.
"Claimant" means the Host, Fleet Operator, or Renter initiating a formal damage claim on the Platform.
"Independent Damage Assessor" means an independent, certified motor vehicle loss adjuster, automotive engineer, or DVLA-accredited appraisal facility appointed by DRYVE247.
"Reporting Window" means the strict time limit within which a claim must be initiated following trip return.
4. Parties Covered
This Policy governs DRYVE247, Hosts, Renters and Approved Drivers for contractual damage disputes. Independent insurers and assessors are not bound unless they have separately agreed. DRYVE247 does not administer insurance claims.
5. Eligibility
To be eligible to file an enforceable damage claim, the Claimant must:
Have completed the mandatory in-app Check-In and Check-Out photo inspections;
File the initial claim notice within the mandatory Reporting Window;
Refrain from repairing the vehicle, altering evidence, or painting over damage prior to platform authorization and appraisal;
Provide truthful evidence for the platform contractual dispute. Deal separately with the independent insurer or its authorized representative for any insurance claim;
6. Rights
Right to Prompt Resolution: Claimants and Respondents have the right to have claims investigated and determined within the structured timeframes set forth herein.
Right to Contest: A Renter has the right to contest a damage claim within seventy-two (72) hours of receipt by submitting rebuttal evidence, counter-photographs, or third-party witness statements.
7. Responsibilities
Reporting Windows:
Host Reporting Window: The Host must inspect the vehicle and report any new damage via the Platform within twenty-four (24) hours of physical trip completion, and in all cases prior to the commencement of the vehicle's next booking.
Renter Accident Notice: The Renter must report any accident or major incident within two (2) hours of occurrence.
Preservation of Evidence: The Host must keep the vehicle available for physical inspection by an Independent Damage Assessor for up to five (5) business days following claim filing.
Truthful Filings: Parties must provide true, complete, and unmanipulated documentation; submitting fabricated estimates or digital photo alterations constitutes fraud under Act 29.
8. Prohibited Conduct
No party shall:
File a claim for pre-existing damage, prior blemish, or ordinary wear and tear;
Alter, edit, or falsify metadata, timestamps, or pixels of inspection photographs;
Collude with repair workshops to inflate parts costs, labor rates, or paint hours;
Initiate unauthorized, hostile communications or physical harassment against the counterparty regarding a pending claim.
9. Operational Procedures
[Step 1: Notice] Host reports damage via app within 24 hours of return with photos
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[Step 2: Freezing] Platform freezes Renter deposit and notifies Renter with evidence
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[Step 3: Response] Renter accepts liability OR files rebuttal within 72 hours
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[Step 4: Appraisal] DRYVE247 reviews photos and dispatches Assessor if > GH₵ 3,000
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[Step 5: Contractual Decision] Issue reasons and notice; collect only an authorized damage charge
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[Step 6: Payout] Repair funds disbursed directly to certified garage or Host
10. Evidence and Documentation Requirements
Every claim dossier must contain:
Timestamped Check-In photos showing the pristine pre-trip state;
Timestamped Check-Out photos showing the new damage;
At least three (3) high-resolution close-up photographs taken at various angles with a measurement reference (e.g., ruler or coin) placed beside the damage;
Official written estimate from an authorized garage containing itemized parts and labor breakdowns;
Police Accident Report / Station Diary Extract for any collision or criminal mischief.
11. Payments and Financial Consequences
Appraisal Fees: Any agreed fee or cost incurred must be supported by the applicable contract and evidence and disclosed in the damage calculation. It must respect a valid waiver and the dispute procedure; it is not an insurance charge.
Direct Garage Settlement: DRYVE247 reserves the right to issue repair payments directly to the repairing garage rather than disbursing cash to the Host, ensuring asset restoration.
Fraudulent Claim: A substantiated fraudulent platform claim may result in the disclosed contractual consequences and listing suspension, subject to evidence, notice and appeal. It creates no right to platform compensation.
12 Independent Insurance Responsibilities
Independent Insurance Claims: The Host or other policy claimant submits and manages any claim directly with its insurer. DRYVE247 may share relevant records under Document 64 but does not file, negotiate, settle or receive insurance payments for users, or pay any uninsured or waived balance.
13. Privacy and Data Protection
Retain incident evidence under the documented schedule and any specific lawful hold in Document 29. Use it for contractual disputes and lawful evidence disclosures, without assuming a platform insurer-audit or subrogation role.
14. Safety Obligations
Vehicles sustaining structural frame damage, deployed airbags, or steering misalignments must not be returned to service until a certified DVLA Roadworthiness re-inspection is passed.
15. Reporting Obligations
Hosts must report any hidden mechanical or structural damage discovered during disassembly within forty-eight (48) hours of garage intake for supplemental appraisal approval.
16. Disputes
If either party rejects the final claim adjudication, the matter shall be escalated to the DRYVE247 Claims Appeals Panel, and thereafter resolved under Document 59.
17. Enforcement
Decisions of the DRYVE247 Claims Desk are contractually binding. DRYVE247 is authorized to charge the Renter's card-on-file or deduct funds from the Host's ledger to enforce determinations.
18. Suspension and Termination
Refusal to pay an assessed contractual damage charge results in immediate account deactivation, collections referral, and reporting to licensed credit reference bureaus.
19. Applicable Law
This Policy is governed by the laws of the Republic of Ghana, including the Evidence Act, 1975 (NRCD 323), the Contracts Act, 1960 (Act 25), and the Insurance Act, 2021 (Act 1061).
20. International Users
International users consent to electronic service of claims documentation and authorize cross-border credit card debits for verified contractual damage charges.
21. Amendments
Claims procedures and appraisal standards may be revised upon notice to platform users.
22. Severability
If any section of this Policy is deemed invalid, all remaining operational procedures shall remain binding.
23. Contact Information
Claims Investigation Operations
DRYVE247 LTD
Email: claims-investigations@dryve247.com