Damage policy

Pre and post photos are required on every wash. Residents file claims in the app. Operators respond with their photos. Lavo support reviews reports with booking context and may involve operator insurance when applicable.

Who is responsible

Each building–operator partnership includes terms where the operator accepts liability and responsibility for damage to resident vehicles while providing service at that property. That responsibility covers the full service window—not only time at the wash bay—including when the operator moves a vehicle to the approved cleaning area.

Vehicle movement and keys

Many buildings coordinate key collection or concierge handoff before the crew arrives so operators can move vehicles to the designated wash area without residents waiting on site. Issues that arise during that handoff or movement are handled under the same operator responsibility and review process described here.

How to report an issue

Open the booking in your resident account or email hello@getlavo.io with the date, photos, and a short description of the concern.

Review process

Lavo collects resident and operator evidence before a decision. Timelines depend on complexity and insurer response when required.

Building programs: see Safety and vetting.