If a rider made a mess in your car, don’t confirm the final price. Instead, report an issue with the price, choose the relevant reason and add a comment. When reporting an issue with the price, please provide the following information to our Support team:
- At least three clear photos of the stains. The images should contain the timestamp and show the closeup and the zoomed out picture of the mess.
- Ride details and a short description of the situation.
Please do not complete additional rides after the incident. Otherwise, you won’t be compensated for cleaning. After the stain is cleaned, also send us a photo of the receipt for the service that includes:
- The name and details of the car cleaning company, including the VAT. Receipts with a personal VAT will not be accepted.
- The services provided (i.e. car-cleaning) and the cost of service
- The VAT of the fleet the driver is associated with
Please note that you should send a receipt for the cleaning service within three days.
Our team will review the report and may issue compensation. Please note that compensation requests that were not reported as described above will be declined. The sum of compensation is based on the incident assessment:
- No compensation: Mess that can be easily cleaned (e.g., sand on the carpets or papers left in the vehicle).
- Up to 60 EUR: Dirt or stains in up to 3 areas of the vehicle.
- Up to 80 EUR: Dirt or stains in 4-5 areas.
- Up to 120 EUR: Dirt or stains in more than 5 areas or the entire vehicle interior.
Each of the following items is considered as one area of the vehicle:
- Seat (including backrest and seatbelt) for a passenger’s seat
- Mats and carpets
- Doors and windows (interior part)
- Vehicle exterior
- Dashboard and centre console
- Trunk
