Photographing the Van at Pick-up and Return: Why It Matters

Why photographing the van isn't a pointless formality

Photographing the van at pick-up and return is the only way to prove what condition the vehicle was in. It's not about mistrust. In a month, a van passes through the hands of dozens of people and minor scuffs appear on it all the time. Without photos, after a month it's impossible to say who caused which scratch. With photos, it's a matter of a minute.

It protects both sides

You have proof that the damage already existed. The rental company has proof of the condition at return. That's exactly why documentation is part of the contactless pick-up via the web app: you photograph the vehicle and only then unlock it with your phone.

Ten minutes that make the difference

Photos are taken calmly, not on the run. Plan an extra quarter of an hour for pick-up. When you're in a hurry, it's exactly the side of the vehicle with the dent that gets left out.

What to photograph at pick-up

All four sides in full

Start with overall shots from the corners. Four photos taken diagonally capture each side from two angles and also reveal deformations you can't see head-on.

The places that get scuffed the most

Bumpers, sills, side edges, corners and door mirrors. These are the parts that take the brunt when parking and manoeuvring. Take a close-up of every finding.

Wheels and tyres

Photograph the wheel rims and tyre sidewalls. A rim scuffed on a kerb is a classic, and it's worth having it documented in advance.

Glass and lights

Look over the windscreen systematically. Cracks and chips from stones are small and easy to overlook. Check the light covers in the same way.

The roof and the lower edges of the bumpers

Two places nobody looks at, yet they reveal a lot. You can't see onto a van's roof, but you only need to hold your phone above your head and take a shot from both sides. The lower edges of the bumpers take a beating on kerbs and ramps, so photograph them while crouching.

The registration plate in at least one photo

One shot should include the vehicle's legible registration plate. It makes it clear which vehicle the whole series belongs to. You'll appreciate this when you rent several different vans over a year and the photos get mixed up on your phone.

Photograph what's fine too

A shot of an undamaged part is worth just as much as a shot of a scratch. It shows that that part of the vehicle was intact and clean at pick-up. So make the series complete, not a collection of findings. A walk round from the front left corner in a clockwise direction takes a few minutes and you won't miss anything.

Don't forget the interior and the instruments

The load floor

Photograph the floor of the cargo area and the wall panelling. This is where damage most often occurs, when the previous hirer's unsecured load shifted. Document the condition of the lashing eyes too.

The cab

Seats, upholstery, dashboard. Stains, burn marks or a broken-off handle can easily become a subject of dispute if nobody has recorded them.

Fuel and odometer

A photo of the instrument panel with the ignition on is the single most valuable shot. It shows both the fuel level and the mileage in one. You take over the vehicle with a full tank and return it with a full tank, so it's good to have the starting state in black and white.

Warning lights

If anything unusual is lit up, photograph it and get in touch. Dealing with a warning light at the start is easier than explaining it at the end.

How to take photos that are actually useful

Light is the basis

Take photos in daylight or under lighting. In the half-light, a dent blends in with a reflection. If you're picking up the vehicle in the evening, use your phone's torch and take more photos.

The vehicle should be clean and dry

On wet, muddy bodywork you can't make out anything. If it's raining, at least focus on close-up details and add shots once you've arrived at your destination.

Combine the whole and the detail

For each detail, also take a shot showing where on the vehicle it is. A macro shot of a scratch on its own won't tell anyone whether it's on the front left door or on the rear.

Back up your photos

Keep the pictures on your phone at least until the rental has been closed. Even better, upload them to the cloud or e-mail them to yourself so they don't get lost along with your phone. Don't rename or edit the files; the original photo carries the date and time it was taken.

A short video as an extra

A video walk round the vehicle takes half a minute. It doesn't replace photos, because it's hard to prove a detail from a video, but it shows the context and the overall condition of the vehicle well. Treat it as a supplement to the series of photos.

Repeat the process at return

The same photos, the same order, the same places. The two sets of photos are then easy to compare. You'll find details about pick-up in the FAQ section, and other customers' experiences in the reviews.