I was charged a cleaning fee. Can I claim it back?
We know that receiving an unexpected cleaning charge after your rental can be frustrating.
If you believe the fee was applied incorrectly, you can ask us to review it. Rental suppliers may charge a cleaning fee if the vehicle requires more than standard cleaning after it is returned, so we'll review the available evidence from both you and the supplier.
Step-by-Step Guide:
Normal use of a rental car is expected. Light dust, a few footprints, or minor exterior dirt generally shouldn't result in an additional charge.
Cleaning fees are typically applied when the vehicle requires extra cleaning, for example because of:
- Smoking odours or ash
- Pet hair
- Food or drink stains
- Excessive sand or mud
- Large amounts of rubbish left inside the vehicle
- Strong odours requiring specialist cleaning
If you took photos or videos of the vehicle when returning it, keep them ready. These can be very helpful when reviewing the supplier's charge.
If you have received an invoice or receipt showing the cleaning fee, keep that as well.
Open the Help Centre chat and explain that you would like to dispute a cleaning fee.
The AI Assistant will guide you through the process and, if your case requires review, will provide a claim form where you can upload your documents and evidence.
Once your request has been submitted, one of our Customer Support specialists will review the case and contact you after investigating it with the rental supplier.
"I purchased Full Coverage, so the cleaning fee will be reimbursed."
Full Coverage protects against eligible damage-related costs, but it does not cover cleaning fees, smoking charges, or other fees related to the condition in which the vehicle was returned. If you believe the supplier charged you incorrectly, we'll be happy to investigate the charge and request supporting evidence from them.
"The car was just a little dirty, they shouldn't charge me."
While "dirty" can mean different things to different people, the supplier needs to show us why they charged you. If they share photos showing trash, deep stains, or ash, the charge will generally remain. If they can't provide photos of the mess, we often have a great chance of recovering your money for you.
💡Did you know?
Smoking inside a rental vehicle often results in a specialised cleaning charge, which can range from approximately €100 to €250 or more, depending on the supplier and location.
What To Do Next:
If you believe the cleaning fee was applied incorrectly, start a conversation through our Help Centre chat.
The AI Assistant will help you submit your request and any supporting documents for review by our Customer Support team.
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