The most critical moment for the damage question is the return: is the scratch new or was it already there? Those who cannot prove this beyond doubt often end up bearing the costs themselves. A systematic return check makes the difference.
New or pre-existing – the decisive question
The answer is provided solely by the comparison with the handover. Only if the condition at handover was seamlessly documented can new damage be proven beyond doubt. The return documentation is always only as good as the handover documentation.
Systematic return check
- Inspect the vehicle all around in good light (not in the dark/rain)
- Same photo perspectives as at handover
- Record mileage and fuel level
- Don't forget interior, rims, roof and underbody
- Discuss and document anomalies with the customer immediately
Who pays in the end?
If new damage is proven, the renter is in principle liable. Depending on the case they pay directly (e.g. within an agreed excess) or the responsible insurance settles the damage. Without proof, in practice the rental operator often bears the costs.
Why digital documentation is superior
A digital before-after comparison with timestamped photos makes the evidence unambiguous. The customer sees directly that the damage is new – discussions become shorter, enforcement easier.
Conclusion
Whether damage is new is decided by the comparison with the handover. A systematic return check with identical photo documentation ensures that the person who caused it pays – the customer or their insurance, not you.