As a rideshare driver, you might be facing an unfortunate situation, one of which is when a rider makes a mess in your vehicle. The good thing is, every rideshare company that operates in Australia and NZ be it Uber, Didi, Ola and Bolt will be there to assist you.

When the passenger makes a mess or damage to your vehicle that prevents you from picking up the next passenger, you can claim a cleaning fee to the passenger thru company’ support team. The cleaning fee will be very helpful for drivers in order to cover the cost to clean up the vehicle and return it to its original conditions for the comfort of upcoming passengers.

According to Uber Help documentation, cleaning fees are set amounts of money that are charged to customers and will be added to your fare for a trip once approved. The fee is based on averages of professional vehicle cleaning costs in Australia and New Zealand region.

Every cleaning fee report will be evaluated by a qualified team to determine the most appropriate cleaning fee amounts in line with the level of the mess made when the driver is on a trip with passengers.

What kind of mess that is eligible for a cleaning fee?

Almost all the mess brought on by passengers that require rideshare drivers to stop taking upcoming trips since they need to clean the vehicles are eligible for cleaning fees. However, the cleaning fee reimbursement amounts depend on the level of the mess.

For example, Uber divides the level of the mess into four:

  • Level 1 – $20 – Small amounts of liquid spills such as drops of coffee, grease from food, or dirt on floor mats.
  • Level 2 – $40 – Significant, usually bodily fluids, paint, or extensive sticky or staining liquid messes, gum and other sticky materials.
  • Level 3 – $80 – Significant liquid messes including coffee, greasy food, drinks, or gum and other sticky materials inside the vehicle which requires steam cleaning.
  • Level 4 – $150 – Extensive liquid and smelly messes inside the vehicle including bodily fluids which requires detail cleaning, along with airing and/or drying for long time frames.

For Ola and Didi, they did not explain in detail about the level of the mess and fee amounts like Uber. Chances are, the value is the same as described above, up to $150 depending on the type of mess and the evidence you provided to the team upon request.

Requirements for claim a cleaning fee?

In general, you must provide the following conditions as consideration for the support team to determine the level of the mess:

  • Photo of the mess. You are advised to provide more than one photo of the mess. Also, make sure you provide high resolution and clear photos showing objects of the dirt clearly.
  • Receipt for a professional cleaning service. It must be an official receipt, preferably stamped along with the date of the cleaning. The receipt must also clearly show the name of the business and the address.
  • Details of the trip. You must also provide them with an order number as well as a brief description of what happened

How to claim a cleaning fee?

Based on the experience of several drivers, the Uber platform provides the least difficult procedure for claiming a cleaning fee. In addition to contacting the support team via email, driver-partners can also get help through in-app support. Uber also provides a longer claim period, within 3 business days.

For Ola, you must make a claim within 60 minutes after the event take place although you can complete your report to them with a cleaning receipt and valid tax invoice later after your vehicle has been cleaned.

We don’t know yet how the cleaning fee works with Didi, but the procedure is certainly not too different from other rideshare platforms. The sooner you report the problem to the support team, the more likely your claim will be approved.

Last Updated on January 13, 2020
Category Driver Issues


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