I was charged a cleaning fee. Can I claim it back?
We know getting an unexpected charge after your trip is frustrating!
You can certainly ask us to look into a cleaning fee if you returned the vehicle in a reasonably clean condition. Rental suppliers do charge for dirt or odours that need extra attention, so we’ll just need a few details from you to help review it.
Step-by-Step Guide:
Rental companies expect normal wear like light dust, footprints on the mats, or exterior water spots.
They usually add a special cleaning fee for things that require deep cleaning, like smoking odours, animal hair, seat stains, leftover trash, or heavy sand and mud.
Did you happen to take photos or a quick video of the car’s interior and exterior when you dropped it off? Having these on hand is the absolute best way to help us review the charge!
Double-check that the charge on your bank statement matches a charge labelled as a "Cleaning Fee," "Valeting Fee," or "Smoking Fine" on the final invoice from the supplier.
Log in to the "My Booking" section on our website and select "File a Claim" (or reach out to our support team). You can upload your drop-off photos and the supplier’s invoice there.
We’ll then reach out to the supplier to request their photos and details about the charge.
"I have DiscoverCars Full Coverage, so it will just pay for this cleaning fee."
Full Coverage is designed to protect you against accidental damage and theft, so it doesn't cover cleaning fees. Since cleaning falls under general usage, we aren't able to reimburse this directly, but we’re more than happy to advocate for you and investigate the charge with the supplier!
"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 in a rental car usually results in a special cleaning fee (often between €100 and €250) to safely remove the odor, even if no ash is left behind.
What To Do Next:
If you feel the charge doesn't quite make sense, just contact us and attach your drop-off photos.
We’ll gladly step in and investigate the situation with the rental supplier's management on your behalf!
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