You can request reimbursement for the cost of cleaning your car if a guest returns it to you dirty. We consider cleaning requests for cars returned with light to severe cleaning needs, smelling of smoke or other odors, or covered in pet hair.
Reach out to Customer Support to request reimbursement. Cleaning or smoking reimbursements can’t be processed through the Reimbursement tool.
We’ll review the photos you submit and assess an amount for cleaning costs based on the categories outlined here.
How long do I have to make a reimbursement request for cleaning my car?
In order to receive reimbursement for cleaning or removing the smell of smoke from your car, you need to report the issue to Customer Support within 24 hours of the trip’s end time. Please review the state of the car as soon as it is returned so that you can submit cleaning requests right away.
We may not be able to approve requests for cleaning reimbursements that come in 24 hours after a trip has ended.
What do I need in order to request reimbursement for cleaning my car?
You’ll need photos to support your request. Please have the following:
- Photos showing the condition the car was in before the trip started.
- Photos showing the condition the car was in when it was returned.
Upload these pictures to the Trip Photos for the reservation. Pre-trip photos of the car should be taken no more than 24 hours before the trip start. Post-trip photos must be taken no later than 24 hours after a trip’s scheduled end time.
Your request may be turned down if you do not have photos.
How do I document a smoke smell if I want to request reimbursement for cleaning?
We know it’s difficult to take a picture of a smell. We’re keeping that in mind when we review the case and taking it into consideration.
If there are any signs that a guest smoked in the car besides a smell (e.g. ash or a cigarette butt), you should take pictures of that and submit it to Customer Support.
Regardless of what documentation you have, you must report the issue within 24 hours of the trip end time to be eligible for reimbursement.