When damage is found at return, the process is predictable: we document with photos, prepare an itemized statement showing what was damaged and what it costs to fix, charge the card on file, and email you the photos and statement within 24 hours. You then have 7 days to dispute in writing.
How we detect damage
Comparison of your pickup photos (taken before your access code was revealed) and your return photos (taken after you completed the return process). The booking app's photo flow is structured so the same angles are captured both times, making side-by-side comparison straightforward.
Some damage is also visible during a routine post-return walkthrough — usually the more obvious kinds (dents, gouges, missing equipment).
Documentation
For any damage we charge for, we capture:
Close-up photos of the specific damage
Wide shots showing where the damage is on the trailer
Comparison to the relevant pickup photo where useful
Notes describing what was damaged and how
These are kept on file and shared with you when the charge is notified.
The itemized statement
The statement lists:
Each damaged item or area
What the damage is (dent, gouge, missing part, etc.)
What the repair or replacement costs
The basis for the charge (which section of the Rental Agreement or Fee Schedule)
The total
If the repair is done by a qualified outside shop, the charge is the actual repair cost (parts plus labor at standard market rates). If we can repair minor damage in-house, the charge is documented parts cost plus labor at $100/hour.
If the damage is severe enough that repair isn't feasible — or we elect not to repair — the charge is the documented replacement cost of the trailer.
In addition to the repair or replacement itself, damage charges may include:
Loss of Use — the booked daily rate multiplied by the days the trailer is out of service for repair
Diminished Value — the trailer being worth less after damage even when repaired
Damage claim administrative fee — up to $250 per incident, for the time of processing the claim
The charge
Per the payment authorization you accepted at booking (Rental Agreement § 18), the total is charged to the card on file. No additional approval step is required — that's what the payment authorization is for.
If the card declines, a returned-payment fee of $100 applies and you remain liable for the underlying charge.
The 24-hour notification
Within 24 hours of the charge, we email you:
The photos
The itemized statement
The basis for each line item
The email goes to the address on file with your booking. Check spam if it doesn't show in your inbox.
The 7-day dispute window
You have 7 calendar days from the date of the charge to dispute in writing. Disputes go through chat at midtntrailerrentals.com or help.midtntrailerrentals.com, or by email to [email protected].
The full dispute process — what evidence helps, our review timeline, outcomes — is in the disputing a charge article.
After 7 days, the charge stands unless you take it to your card network via chargeback.
Full terms in your Rental Agreement and Fee Schedule
Damage, Loss, Diminished Value, and Liability are in § 20 of your Rental Agreement. Specific fees and the documentation/dispute process are in our published Fee Schedule.