Reporting Cleaning & Damages

How to report damage caused by passengers

Cleaning fees are charged to the customer and passed directly through to drivers to support cleaning or repairing damages caused during a ride. If a passenger causes substantial damage to your vehicle and it requires cleaning or repairs, the concierge team is here to help.

After you have met the reporting requirements outlined below we will process your claim.

Requirements for reporting damage

When reporting damage, make sure that you:

1. Submit a report within 12 hours of the damage occurrence.

2. Include the ride number, rider name, ride date and ride time.

3. Take at least three clear photos of the damage to include in your report.

4. Provide a description of how the damage happened.

5. If it was a larger damage requiring professional cleaning, provide a final receipt for the cleaning.

Because damage fees are assessed directly to the customer, these details are needed to help us recover the costs. Damage claims will be paid based on the information provided in your report and in line with our policy.

Cleaning and Damage Coverage Amounts

Cleaning and damage fees are based on average professional cleaning service costs and are intended to help you clean or repair affected areas of your vehicle. The fees are based on the type and severity of the damage. Below are representative fees:

• $20: Small amounts of liquid (excluding water), mud, dirt, sand, or animal fur inside the car.

• $35: Significant exterior messes such as biowaste, sticky substances, or paint.

• $80: Significant interior messes such as large liquid (excluding water) spills, greasy food spills, sticky substances, or biowaste or bodily fluids in the car.

• $150: Major damage like biowaste all over the car requiring steam cleaning and/or detailing as well as airing out or drying, or physical damage to fixtures inside or outside of the car.

These fees do not cover:

• Food wrappers, containers, empty beverage bottles, or other rubbish.

• Odors and smells

• Routine wear and tear

• Time spent cleaning or not driving