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What is damage assessment?#

Damage assessment is the process to determine:

• Whether damage actually occurred
• When the damage occurred
• Who is responsible
• Whether (part of) the deposit is retained
• Whether the risk pool is drawn on

This process starts as soon as a damage report is filed.

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What is and isn't included?#

The Huurmarkt Protection System has clear rules.

Included:

• Accidental damage during the rental period

Not included:

• Misuse or negligent use
• Illegal use
• Use by unauthorized persons
• Damage outside the rental period

If the damage is not included, the renter is fully liable — separate from deposit or risk pool.

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How is damage handled financially?#

Handling follows a fixed sequence — the HPS waterfall:

1. Deposit — used first for the full damage amount.
2. Risk pool — may top up if the damage exceeds the deposit, up to the maximum per report.

If an amount remains above that maximum, the owner can recover it directly from the renter. Huurmarkt mediates where possible.

Examples:

• Damage €80, deposit €100 → €80 from deposit, €20 deposit returned to renter.
• Damage €300, deposit €100 → €100 deposit + €200 from the risk pool.
• Damage €3,000, deposit €100 → €100 deposit + risk pool up to the maximum; the owner recovers the rest directly from the renter.

For the MVP, risk limits apply: max item value €10,000, max compensation €2,000 per damage report (set by Huurmarkt; may change). There is no entitlement to payment.

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What information is reviewed?#

In a damage assessment we look at:

• Pickup (check-in) photos — required for a damage report to be assessed
• Return (check-out) photos — required for a damage report to be assessed
• Chat history
• Timestamps
• Description in the listing
• Verification status of renter and owner
• Any additional documentation

No check-in and check-out photos = the renter is automatically liable, regardless of what actually happened. This prevents fraud and keeps the system affordable.

For vehicles we also look at:

• Mileage
• Fuel level
• Dashboard messages
• External reports

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Normal wear vs damage#

Not every change is considered damage.

Normal wear#

Examples:

• Light traces of use
• Light scratches consistent with use
• Minimal discoloration

Damage#

Examples:

• Cracks or breakage
• Defects from misuse
• Missing parts
• Heavy soiling
• Bodywork damage on vehicles

The assessment is always case by case.

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Who decides?#

Huurmarkt:

• Facilitates the assessment process
• May mediate in disagreements
• Makes a decision when needed

For a damage report under Huurmarkt Protection:

• Huurmarkt makes the decision, within the limits of the risk pool and the applicable terms
• No insurance partner is involved; Huurmarkt is not an insurer and there is no entitlement to payment

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What happens with the deposit during assessment?#

While a damage assessment is in progress:

• The deposit may be temporarily held
• No automatic release happens
• The situation is reviewed first

After completion:

• The deposit is released in full or
• A portion is retained or
• Additional handling is started

See the deposit policy for details.

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What if both parties disagree?#

If renter and owner disagree:

1. Open or respond within the dispute process.
2. Submit additional evidence.
3. Wait for review.

Huurmarkt assesses based on:

• Objective evidence
• Reasonableness
• Platform terms

Personal opinions without evidence are not decisive.

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What if damage exceeds the deposit?#

If damage is higher than the deposit:

• Further assessment may take place.
• Huurmarkt Protection may be drawn on, if it applies to the booking.
• Additional handling may be needed.

Each case is reviewed individually.

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Damage assessment timeline#

In general:

1. Damage is reported.
2. Evidence is gathered.
3. Deposit may be temporarily held.
4. Assessment takes place.
5. Decision is communicated.

Huurmarkt assesses the report within ten business days of it being complete. If we request additional information, that period only continues once we have received it.

Exact duration depends on:

• Complexity of the case
• Availability of evidence
• Whether the risk pool is drawn on

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What if damage is discovered later?#

Damage reported only after some time:

• May be harder to assess.
• Must still be reported within the applicable window.
• Requires clear evidence that the damage occurred during the rental.

Late reports may be rejected.

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Car rentals: additional assessment#

For vehicles, special attention to:

• New dents or scratches
• Interior damage
• Technical warnings
• Tire damage
• Traffic fines (which may arrive later)

For fines or surcharges, additional documentation may be requested.

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Misuse or fraudulent claims#

If it's established that:

• Damage is falsely claimed
• Evidence is manipulated
• False information is provided

It can lead to:

• Claim rejection
• Recovery of amounts
• Account restriction
• Permanent removal

Transparency and honesty are essential.

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Important#

• Never handle damage outside the platform.
• Keep all communication in the chat.
• Always take photos at pickup and return.
• Provide evidence as completely as possible.

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Summary#

Damage assessment looks at evidence, reasonableness and platform terms.

• The deposit may be temporarily held.
• Huurmarkt mediates.
• Huurmarkt Protection may be drawn on.
• Not every change is damage.

Objective evidence is decisive for the outcome.