What should I do if I encounter issues with a rental vehicle on Alleysa, like a flat tire, cleanliness, or damage?

Handling a Flat Tire:
Call Roadside Assistance: Arrange for help with the flat tire.
Notify Your Host: Inform your host once you’ve secured assistance.
Repair or Replace: If the tire can be repaired, do so. If not, get your host’s approval to replace it with a tire of equal or greater quality. You are responsible for paying the full price of the tire.
Keep Receipts: Save all receipts for repairs or replacements. If you’re not responsible for the flat tire, you can be reimbursed for the cost by providing these receipts.
Dispute Resolution: If there’s a disagreement with your host about the cost of the tire, report the issue. Depending on the circumstances, you may be required to cover the costs, but you will be informed if reimbursement is applicable.
Host Responsibilities: The host covers the cost if the flat tire was due to deterioration, age, rot, or a pre-existing condition.

Reporting a Vehicle That’s Unsafe or Unsatisfactory

Vehicle Doesn’t Meet Legal Requirements or Is Unsafe:
Inspect and Document: Thoroughly inspect the vehicle and take pre-trip photos. If you have concerns about its safety or legal status (e.g., outdated registration, missing insurance card, broken lights, etc.), do not complete check-in.
Contact Your Host: Reach out to your host immediately. They might provide a different vehicle or make other arrangements.
Contact Customer Support: If you can’t resolve the issue with your host, take clear photos of the vehicle’s condition, upload them to Trip photos, and then contact customer support.
Vehicle Isn’t Clean or Smells of Smoke:
Inspect and Document: Check the vehicle and take pre-trip photos. If the vehicle is not clean or smells of smoke, do not complete check-in.
Contact Customer Support: Report the issue to customer support immediately. They will review the situation and typically cancel the trip, helping you find another vehicle. If a suitable replacement isn’t available, you may receive a refund. You may be eligible for a full refund if you haven’t completed check-in. Alleysa Go guests have a two-hour window post-check-in to report issues for a full refund.
3. Vehicle Has a Safety Issue During the Trip:
Notify Your Host: If a safety concern arises while you’re using the vehicle, inform your host immediately.
Contact Customer Support: If your host does not respond within 30 minutes, reach out to customer support. Note that alterations to the vehicle are prohibited without explicit approval from the host or Alleysa.
Smoking Policy

  Policy Overview: Alleysa's no smoking policy prohibits
   smoking in any vehicle listed on the platform. This
  includes, but is not limited to, tobacco, tobacco-                 relate  products, marijuana, marijuana substitutes, e-                cigarettes,   and personal vaporizers. Hosts are            responsible for  providing a smoke-free vehicle.

Violations:

Host Violations:
If You Detect Smoke: If you smell any of the substances listed above at check-in, contact Alleysa immediately. You will have the option to either cancel the trip and receive a full refund or rebook another vehicle using the funds from the canceled trip.
Reporting: Call Alleysa 
2. Guest Violations:
Policy Enforcement: Hosts can report physical evidence of smoking. If evidence shows that smoking occurred in the vehicle, you will be charged a $150 smoking violation fee plus a 3% processing fee. This may also lead to the closure of your Alleysa account.
Examples of Evidence:
Burn marks in check-out photos that weren’t present at check-in.
Cigarettes or rolled marijuana cigarettes that have been smoked.
Clear evidence of ash that is distinguishable from other debris and indicates abusive behavior.
Any indisputable evidence or information from a host confirming that smoking occurred in violation of the policy.
Service Animal and Pet Policy

 Policy Overview: Alleysa distinguishes between                     service or assistance animals and pets (non-service       animals) based on legal definitions. Here’s how the policy    works:

1. Service and Assistance Animals:
   Access: Service and assistance animals, as defined by law, are allowed in any vehicle on the Alleysa platform. This includes animals trained to perform specific tasks or provide support to individuals with disabilities.
   Booking: Although all vehicles on Alleysa are open to guests traveling with service or assistance animals, it’s recommended to book vehicles labeled “pet friendly” for more comfort. Service and assistance animals are not required to be in a crate or carrier during the trip.

2. Pets:
   Definition: Pets, including those providing comfort or emotional support, do not qualify as service or assistance animals under this policy.
   Booking a Vehicle: If traveling with a pet, you should filter your search for “pet friendly” vehicles. If you cannot find such a vehicle, contact your host through Alleysa messaging to request written permission to bring your pet. Pets must be kept in a crate or carrier while in the vehicle.

   Violations:
   Cleaning Violation Fee: A cleaning violation fee will be charged for:
   Transporting a pet in a vehicle not labeled “pet friendly” without prior approval.
   Returning the vehicle with a significant amount of animal hair.
   Any cleaning issues that appear to result from irresponsible or abusive behavior.

   Cleaning Policy | Guests
   Policy Overview:

3. Vehicle Condition at Check-In:
   Host Responsibilities: Hosts must provide a clean vehicle. If, at check-in, you find the vehicle is not clean, you have the right to refuse it and cancel your trip.
   Reporting Issues: If you believe the vehicle hasn’t been cleaned, do not accept the vehicle or complete check-in. Instead:
   Document the Issue: Take clear photos of the vehicle’s condition.
   Contact Support: Call customer support immediately to report the issue. You can either cancel the trip for a refund or get assistance in booking a different vehicle.
   Contact Alleysa

Inspection: If you’re checking in remotely, thoroughly inspect the vehicle’s cleanliness. If meeting the host in person, request they stay until you’ve completed your inspection.
2. Cleaning Before Return:
Expectations: You are not required to clean the vehicle before returning it. However, if the vehicle is returned in a condition resulting from irresponsible or abusive behavior, the host can report the issue.
Fees: If evidence shows an eligible cleaning issue, a cleaning violation fee of $150* plus a 3% processing fee* will be charged. In some cases, you may also be removed from Alleysa.
Violation Fees:
Eligible Cleaning Issues:
Biowaste or bodily fluids
Spills or waste requiring cleaning inside vents or between the door panel and window
Major stains or residue covering a large area that need steam cleaning or full detailing
Extreme amounts of caked-on mud, dirt, sand, or insects needing professional exterior detailing
Significant amounts of pet hair
Ineligible Cleaning Issues:
Small interior messes like food wrappers, beverage bottles, or crumbs
Exterior dirt, mud, or sand that a car wash can handle
Water stains, minor spills, or sticky substances
Unpleasant odors
Reporting Damage | Guests
Reporting Damage:
If you discover that the host’s vehicle was damaged during your trip, follow these steps to report the issue:
File a Damage Report:
Types of Damage: Report any mechanical damage, physical damage, or both.
Details: Provide a thorough description of the damage, including any relevant details to help alleysa understand the issue.
2. Host’s Response:
Resolution Options: After reporting the damage, your host will choose one of the following resolution paths:
Direct Resolution: Work directly with you to resolve the issue.
Claim Management: File a claim for alleysa to handle.
Next Steps:
Notification: alleysa will send you a damage report and inform you of the host’s chosen resolution path.
Response Required: If your host opts for direct resolution, you can either agree to their proposal or dispute it.