If a rider makes a mess / damages your vehicle and this prevents you from accepting further trip requests, you can request a Cleaning Fee to help cover the cost of cleaning. Please note: if the rider has a valid reason for disputing this fee, then you may not be able to receive the Cleaning Fee.
To request a Cleaning Fee, please contact Customer Support and provide us with all of the following information:
The trip details
Photos of the mess / damage (these must be taken from multiple angles)
A photo of you with the mess / damage while holding your driver’s licence
A photo of the cleaning receipt from a professional cleaning company (must be provided within 7 days and include a valid ABN)
Once we’ve received all of the information, we’ll determine the severity of the mess / damage based on the following criteria:
$40.00 — Moderate Mess / Damage: This may include moderate spills, stains or smudges caused by food, liquid or other substances.
$80.00 — Major Mess / Damage: This may include major spills, stains or smudges caused by food, liquid or other substances.
$150.00 — Severe Mess / Damage: This may include severe spills, stains or smudges caused by food, liquid or other substances.
Important: the amounts shown above represent the maximum amounts that can apply. The Cleaning Fee amount will be based on the extent of the mess / damage and will correspond with the amount shown on your cleaning receipt (to the extent that the invoice amount doesn’t exceed the maximum limit). We’ll also review your trip history to verify that you were unable to continue accepting trip requests as a result of the mess / damage. If the rider lodges a dispute, or you request multiple Cleaning Fees, we’ll review the situation carefully. Please keep in mind that attempting to obtain a Cleaning Fee by dishonest or fraudulent means is against our Anti-Fraud Policy and may result in account suspension / deactivation.
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