Account Deactivation and Appeals
If Carvia ever deactivates your account or a listing, you'll get a specific, cited reason in writing — never a vague "violates our terms" — and a real appeal reviewed by someone who didn't make the original call.
This process applies to any Carvia account, guest or host. The steps below use hosting examples, but the same rights and timeline apply if you're a guest.
Why we're spelling this out
Getting deactivated with no explanation, and no real way to contest it, is one of the worst experiences on any marketplace platform — and one of the most common complaints about how existing platforms handle it. Carvia's process is built specifically so that doesn't happen to you. Here's the actual commitment, not a summary of it.
What happens if your account or listing is deactivated
1. You get a specific, cited reason. The notice — sent by email and shown in-app — references the exact policy or trust-and-safety rule involved, not a generic catch-all. If it's a repeated-cancellation issue, it says so and shows you the pattern. If it's a listing that failed inspection or was found to be inaccurate, it says which requirement wasn't met. You should never have to guess why.
2. You have 10 business days to appeal, in-app, from the date of the notice.
3. A different specialist reviews it. Whoever made the original decision doesn't review your appeal — it goes to someone else entirely.
4. You get a decision within 5 business days of submitting your appeal, in writing, with the reasoning behind it — approved or denied, either way you'll know why.
Emergency safety suspensions
Some situations call for immediate action — an active police report, a credible safety threat, something that can't wait for a standard review. In those cases, Carvia can suspend an account or unlist a vehicle immediately, before the standard notice-and-appeal sequence runs.
Even then, the same commitments apply, just compressed:
- You'll receive the cited reason within 24 hours of the emergency suspension, even though the suspension itself was immediate.
- You get the same appeal rights described above — 10 business days to appeal, a different specialist, a decision within 5 business days.
Immediate doesn't mean unexplained, and it doesn't mean unappealable.
How to appeal
1. Open the deactivation notice in-app and select Appeal This Decision.
2. Explain your case and attach any supporting documentation — trip records, messages, photos, anything relevant to the cited reason.
3. Submit within the 10 business day window. Late appeals may not be accepted, so don't wait until the deadline if you have what you need sooner.
4. You'll get written confirmation your appeal was received, then a decision within 5 business days.
What happens to booked trips if you're deactivated
If you're a host and your account or a specific listing is deactivated with trips already booked, those trips are handled under Carvia's cancellation and rebooking-guarantee terms so your guests aren't left stranded — the same funded rebooking guarantee that applies to a late host cancellation applies here.
What can lead to deactivation
For hosts: repeated late cancellations (3+ in a rolling 90 days), failed or expired vehicle inspections, verified violations of the Prohibited Uses Policy, or fraud. For guests: similar standards apply around booking conduct, verification integrity, and prohibited use of a rented vehicle. In every case, the specific reason and appeal process above apply the same way.