This guide explains how our new collections system works when renters fall behind on payments.

Collections Overview

Collections are triggered when a renter's unpaid balance for their Week in Advance of Base Fare (WIA) / Tolls / Supercharging exceeds $100. The collection process consists of two phases designed to recover payment while providing renters with clear options to return to good standing.

Note for hosts: The $100 threshold applies to the combined unpaid balance across base fare, tolls, and supercharging. Partial balances below this amount will not trigger the collections flow automatically — contact ZEVO support if you have concerns about a specific renter's balance.

Phase 1: Initial Collections Period “Grace Period”

• Duration: 24 hours
• Vehicle Status: “In Progress” - renter still has access to drive
• Requirements: Renter must make either the minimum payment or full payment as shown on their booking page
• Resolution: Payment returns the renter to good standing
• Communication: Renter receives notification about their past-due balance and payment options

Phase 2: Termination & Repossession

If no payment is made within the initial 24-hour period:

• Vehicle Status: "Termination" - renter is locked out of the vehicle
• Vehicle Access: No access until minimum or full payment is made
• Grace Period: Additional 24 hours to make payment

If appropriate payment is not made within the second 24-hour period:

• Booking Status: Automatically ends
• Vehicle Status: Changes to "Repossession" in the system
• Host Action: Host is notified to regain possession of the vehicle
• Reactivation: Renter must make payment and start a new booking to regain access