Renters are expected to return your car in the same condition as when it was picked up. If they return the car in a significantly worse condition, you may be able to request reimbursement for the cost of cleaning.

Claiming expenses related to cleaning

If you believe your car was returned exceptionally dirty and you need to pay for cleaning you can request reimbursement from the renter for the cost. Renters are not liable for cleaning related to normal expected use.

You can claim for

• Excessive staining or spillage.
• Evidence of smoking inside the vehicle including smoke smell, cigarette butts, ash or burns.
• Pet hair if your car is listed as ‘No pets allowed’.
• Significant amounts of pet hair if your car is listed as ‘No pets allowed’.
• Extreme exterior dirt, particularly if the car was picked-up in a clean condition.

You can't claim for

• Mild dirt or dust for example foot mats.
• Mild exterior dirt that can be removed by a car wash.
• Small amounts of trash or items that can be thrown away, or vacuumed e.g. Food packaging, sand, dirt or crumbs.
• Small amounts of pet hair if your car is listed as ‘Pets welcome’.

If you are owed money for cleaning costs

• Find the relevant rental
  Navigate to Rentals, Completed, select the relevant booking and look for the New expense claim button at the top of the page. You can also find the relevant rental using your car’s Calendar on Your car(s).
• Submit an expense claim
  Make sure you have any relevant photo evidence ready, then directly from the relevant booking, submit an expense claim. Read about how expense claims work here.