Claims & Support

This page summarizes how claims, cancellations, and damage disputes work on Hullio. It is a plain-language overview—our Terms of Service control if there is any conflict.

Hullio connects boat owners (“Owners”) with renters (“Renters”). We do not own, operate, inspect, or manage any boats. All vessels are owned and maintained by independent third parties.

1. Hullio’s Role

What Hullio DOES

• Provides the platform for messaging, condition reports, and evidence uploads.
• Sends reminders to complete pre/post-trip inspections where applicable.
• May review documentation submitted by both parties and, as a platform administrative function, may instruct Stripe to capture a pre-authorized security deposit (see Section 3).
• Applies standard cancellation policies based on who cancels and applicable law.
• Monitors for fraud, abuse, and repeat bad behavior and may suspend or remove users under the Terms.

What Hullio does NOT do

• Inspect boats in person or certify seaworthiness.
• Act as a legal arbitrator, mediator, or judge.
• Provide or underwrite insurance.
• Determine legal liability under maritime or civil law.

Hullio decisions about deposits, refunds, and platform actions are administrative Platform decisions. Either party may still pursue remedies through insurance or court.

2. Issues Covered

• Damage to the boat or equipment during a rental.
• Security deposit disputes (capture vs. release).
• Cancellations and no-shows (Owner or Renter).
• Weather or mechanical issues that make a trip unsafe or impossible.
• Listing accuracy issues (boat not as described).
• Conduct, fraud, or policy violations (handled under Prohibited Activities/Fraud Prevention in the Terms).
• Insurance claims are handled directly with insurers (see Section 7).

3. Security Deposits & Damage Claims

How deposits work

• Deposits are held via Stripe pre-authorization only (Owner sets amount, may waive).
• Typically pre-authorized ~48 hours before trip start; if the hold fails, the booking may be cancelled.
• If no claim is submitted within the dispute window, the hold expires automatically.
• Hullio never holds deposit funds; Stripe processes any capture.

Who decides on capture

Hullio may review documentation submitted by both parties and, as a platform administrative function, may instruct Stripe to capture all or part of the pre-authorization (up to documented damage). Stripe processes the capture per card network rules; Hullio cannot force or override Stripe’s processing decisions.

4. Damage Claim Process

Before the trip

Owners must complete a pre-rental condition report with clear photos/videos taken with a phone or camera. Renters should review at handoff and note concerns before departure.

After the trip

Owners complete a post-rental condition report with photos/videos taken with a phone or camera. Renters should capture their own return photos.

Owner files a claim

• Submit within the window in the Terms (generally within 48 hours after trip end; late claims may not be accepted).
• Include pre- and post-trip photos/videos, a description, and any repair estimates.

Renter response

Renter typically has up to 48 hours to submit counter-evidence, proof of pre-existing damage, and a written explanation.

Documentation review (platform process)

Hullio may review evidence from both sides and platform logs, may request more info, and may instruct Stripe to capture or let the hold expire. This is an administrative platform process, not a legal finding of fault.

After the decision

• If approved: pre-auth may be captured up to documented damage; processed via Stripe.
• If denied/insufficient: hold expires; no capture.
• Either party may still pursue insurance or small-claims remedies outside Hullio.

5. Cancellations, No-Shows & Mechanical Issues

Standard cancellations

• Each listing uses a standard policy (Flexible/Moderate/Strict/Super Strict) shown at booking.
• Renter cancellations: refunds follow the selected policy. Platform fees, Stripe fees, and insurance premiums are generally non-refundable except where required by law or due to Hullio/insurer error.
• Owner cancellations: Renter receives a full refund of the rental amount and Hullio platform fee ($5.99). Insurance premiums, if any, are governed by the insurer’s rules. Owners may absorb Stripe fees and face account action for repeat cancellations.

No-shows

• Renter no-show: Owner should document; renter may forfeit rental payment per policy. Platform/insurance fees are typically non-refundable.
• Owner no-show: Renter receives a full refund of the rental amount and Hullio platform fee ($5.99). Insurance premiums may be refunded per insurer rules. Repeat owner no-shows may lead to suspension.

Mechanical issues

If a boat becomes unsafe or unusable, the Owner must notify the Renter promptly. If the Owner cancels because the trip cannot proceed, renters receive a full refund of the rental amount and Hullio platform fee ($5.99). Mid-trip adjustments are handled between Owner and Renter with Hullio maintaining the record.

6. Weather & Safety Overrides

Owners and Renters should follow official advisories and use good judgment. If conditions are unsafe, the Owner should cancel and refunds follow the booking’s cancellation policy unless required by law. Hullio may provide alerts and documentation but does not ordinarily override cancellation policies.

7. Insurance Claims

• Insurance is provided solely by third-party insurers; coverage and availability are set by the insurer. Hullio is not an insurer, broker, or claims handler.
• Coverage depends on the listing and trip type. Some bookings rely on Owner or captain/operator coverage. Optional renter insurance may be offered at checkout for eligible trips; it may not be offered for dock-only or captained/chartered bookings.
• Hullio does not verify insurance. Renters are responsible for understanding any gaps if optional coverage is not purchased or not offered. Owners/operators remain responsible for their own coverage.
• Claims must be filed directly with the insurer; Hullio cannot change deductibles, limits, or decisions. Deposit decisions are separate from any insurance claim.

8. Payment Disputes & Chargebacks

How Hullio protects payments

• Identity Verification: Owners complete identity verification through Stripe Connect. Renters must present valid government-issued photo ID at boat handover. Hullio may require additional platform-based identity verification at its discretion for fraud prevention or safety concerns.
• Secure On-Platform Payments: All payments go through Stripe—never off-platform. This creates a clear record for any disputes.
• Evidence Trail: In-platform messaging and condition reports provide documentation if issues arise.
• Documentation Support: If a chargeback occurs, Hullio may assist by compiling relevant booking documentation for the payment processor.

What this means for you

• Hullio can help compile evidence from booking records, messaging, and condition reports
• Payment processors and card networks determine chargeback outcomes

Important: Hullio does not guarantee chargeback outcomes or absorb chargeback losses. Our role is administrative handling—compiling documentation so neither party has to navigate processor workflows alone.

9. If You Still Disagree

If you disagree with Hullio’s platform administrative determination about a deposit or refund, you may pursue insurance claims, small claims court, or other remedies permitted under the Terms. Hullio’s determination is not a legal ruling.

10. Contact Support

For questions on process, evidence requirements, deposits, cancellations, weather, mechanical issues, or accessing your booking records, email hello@hullio.com.

Include your Hullio account email, booking ID, and a brief description noting whether it relates to damage, deposit, cancellation, weather, mechanical, listing accuracy, or conduct. We’ll respond as quickly as we can, even when we cannot control the outcome.