The host submits the charge request to Sync with their evidence. Sync reviews it before anything is charged. If the request is approved, your card is charged and you are notified by email. If it is rejected, you are not charged and you do not see the request. There is no accept-or-dispute step in the app before the charge.

Reply to the charge email, write to help@thesync.com, or message us from the chat window on any Sync page. State the booking, the charge you are contesting and the reason. Make sure any relevant pre- and post-booking photos are uploaded to the booking photos section.

Small post-trip costs such as fuel or charging, extra kilometres, a late return, cleaning, tolls or parking, smoking, tickets and fines can be settled directly with your host. There is one condition: the request, your agreement and the confirmation that you paid must be written inside the trip conversation on Sync. If they are not written there, you owe nothing, and in any disagreement Sync rules in your favour. That way you cannot be asked or charged a second time for the same amount.

Never pay directly for damage to the vehicle. Damage always goes through Sync, whatever the amount. The same applies to the booking cost, extensions and date changes, Extras, delivery, and any deposit or guarantee. Sync does not ask for a deposit.

We review the pre- and post-booking photos uploaded by both you and your host, together with the host's evidence and the trip conversation. The host cannot cancel or amend a charge after it has been made; Sync makes the decision.

Decisions are based on photographic evidence, so ensure your photos clearly document the relevant areas.