Disputing a Charge from Your Host

How Can I Dispute a Charge?

If your host has charged you for an incidental cost or fee that is not included in Sync's list of approved charges or policy violations, you may dispute it. Before doing so, review your responsibilities for the vehicle during a booking to confirm whether the host's request is valid.

To dispute a charge:

1. Open the email, app notification, or go to the reservation details page for the specific booking.
2. Click the link to view the charge.
3. Scroll to the bottom of the bill and select "Dispute".
4. Identify the charge you are disputing and the reason.
5. Upload any relevant pre- and post-booking photos to the booking photos section. These photos must be taken no more than 24 hours before the start of the booking and 24 hours after the end.

Once you submit your dispute, your host will be notified and will have 72 hours to:

1. Cancel the charge
2. Send you a revised bill for a different amount
3. Forward the charge to Sync Customer Support for resolution

If you change your mind and your host has not yet escalated the charge, you can still pay it by selecting "Accept and Pay".

Important: Never pay your host directly for any costs or fees. This violates Sync's gray market transactions policy and may limit our ability to assist you if the host later submits a charge that you have already paid.

How Does Sync Resolve a Disputed Charge?

If your host escalates the dispute to Customer Support, we will review the pre- and post-booking photos uploaded by both you and your host. Decisions are based on photographic evidence, so ensure your photos clearly document the relevant areas.

• If we rule in your favor, you will be notified, and no payment will be required.
• If we rule in your host’s favor, we will send you an email with our decision and charge your registered payment method for the approved amount.