FlexiFleet provides a self-serve dispute process for Hosts and Renters to resolve disagreements arising from bookings.
1. Dispute Eligibility
Disputes may be raised for the following categories:
- Damage: Damage to the vehicle not covered by pre-trip inspection records
- No-show / Abandonment: Vehicle not available at agreed time, or Renter failed to return vehicle
- Policy Violation: Alleged breach of FlexiFleet policies (e.g., smoking, unauthorised driver)
- Payment / Billing: Incorrect charges or disputed platform fees
- Other: Any other booking-related grievance
2. Filing a Dispute
Disputes must be filed:
- Within 48 hours of the trip end time (for damage or no-show disputes)
- Within 7 calendar days for billing or policy violation disputes
To file a dispute, go to Trips → select booking → Dispute in the app. Provide:
- Dispute type
- Detailed description (minimum 20 characters)
- Any claimed amount (optional)
- Supporting evidence (uploaded in the Platform or sent to disputes@flexifleet.ca)
3. Dispute Review Timeline
| Stage | Timeline |
|---|---|
| Dispute received and acknowledged | Within 4 hours |
| Both parties notified | Within 24 hours |
| Initial review by FlexiFleet | Within 48 hours |
| Additional evidence period (if needed) | Up to 5 business days |
| Final decision | Within 10 business days of filing |
4. During a Dispute
- Host payouts are suspended for the disputed booking
- Both parties are notified via email and in-app notification
- Both parties can submit evidence through the Platform or by email
- Neither party should contact the other party outside the Platform regarding the dispute
5. Dispute Resolution
FlexiFleet's compliance team reviews all evidence and issues a binding decision. Possible outcomes include:
- Full or partial refund to the Renter
- Partial or full forfeiture of security deposit to the Host
- No action (dispute not supported by evidence)
- Escalation to SGI (for insurance-related damage disputes)
- Account suspension or termination (for policy violations)
6. Escalation to SGI
If a damage dispute involves an amount exceeding the security deposit, or if the dispute involves a motor vehicle collision, FlexiFleet will refer the matter to SGI. In that case, the dispute is governed by The Saskatchewan Insurance Act and SGI's internal adjudication process.
7. Final Resolution
FlexiFleet's dispute decisions are final and binding within the Platform. They do not preclude either party from pursuing legal remedies through the courts of Saskatchewan, or from filing a complaint with Consumer Protection Saskatchewan.
8. Anti-Harassment
Harassment, threats, or intimidation directed at the counterparty, FlexiFleet staff, or any third party in connection with a dispute will result in immediate account suspension and may be reported to law enforcement.