It's your responsibility to provide a clean and safe car to drivers. In return, drivers should treat your car with respect and do their best to bring it back in the same condition as they found it. While they’re not required to clean the car after each rental, drivers shouldn’t return it significantly dirtier than it was to begin with.
If the driver smoked in the car or returned it significantly dirtier than it was before, you can request a cleaning fee to help compensate you for the time and effort required to clean your car.
You have 48 hours after the rental has ended to submit a request. Go to your ended rentals > select the rental > “Request compensation for a dirty return.” Our team will compare your photos with the information provided at check-in (photos, cleanliness rating, etc.) and check-out to determine whether your request is justified and which fee to apply.
Please note that we do not accept requests sent by email. You need to request the compensation directly via the rental page, preferably using the app. This ensures that the original metadata of the photos is preserved, so our team can verify the date and time they were taken. We can’t accept photos without metadata.
The amount of the fee depends on the type and severity of the mess. In some cases, an admin fee is included to help us finance the teams that handle requests like these. Admin fees also allow us to guarantee your payments when drivers can't be debited and to continue building improvements to the service we provide.
Our team decides which fee to apply based on the type and severity of the mess:
Small mess
Medium mess
Large mess
Smoking
If the car requires professional cleaning, contact us beforehand with photos of the state of the car and a quotation for the cleaning service. Wait until we’ve confirmed that you’ll be reimbursed before getting the car cleaned. Note that in this case we’ll only refund the cleaning bill itself; the standard cleaning fee won’t be applied.