Guide to cleanliness rules and fees

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 2 business days 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.

Cleaning Fees

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

• You're compensated: $10. No admin fees apply
• The driver made normal use of the car, but returned it visibly less clean in the interior and/or exterior than at the start. Cleaning the mess won't require a lot of time or any specific product/equipment. For example: the car can simply be rinsed off with a hose, or the interior mats can be shaken out by hand.

Medium mess

• You're compensated: $25, $15 Getaround admin fee
• The driver returned the car significantly dirtier in the interior and/or exterior than it was at the start. Cleaning the mess will require a considerable amount of time and/or specific products/equipment. For example: the car's exterior is muddy because it was driven off-road or in a very dirty setting.

Large mess

• You're compensated: $75, $25 Getaround admin fee
• This applies only to the car’s interior. The driver used the car inappropriately and made no effort to clean it. Cleaning the mess will require significant time and/or effort, as well as special equipment or a professional service. For example: the seats are very stained, there's deeply embedded dirt, etc

Smoking

• You're compensated: $45, $5 Getaround admin fee
• If possible, send us photos of any visual traces of smoking (ex: ashes or cigarette butts).

If the car requires professional cleaning for odor removal that exceeds our current smoking reimbursement, please provide photos of the car's condition and a quote for the odor removal service from a professional cleaning vendor. Wait for our confirmation that you’ll be reimbursed before proceeding with the cleaning.