Cleaning fee reimbursement

Cleaning fee policy

If a rider left a mess and you are unable to continue driving because your vehicle requires cleaning, let us know. You can choose to clean light messes yourself or have this professionally cleaned and submit the receipt for this. We can review the incident and, in some cases, may be able to reimburse you for the cost of cleaning.

To help assess a cleaning fee claim, you will need to provide:

• 2 different and clear photos of the mess. In some cases, you may be required to take a live photo of the mess – uploading gallery images will not work in these instances.
• A detailed receipt of the professional cleaning service done within 3 business days after the trip occurred
• Reimbursement request to support must be lodged within 3 days of the trip date

Please ensure the receipt includes the following information:

• The service provider’s name and contact details
• The date and time of the service
• A clear description of the cleaning services performed
• The total cost incurred

In case you are unable to provide a cleaning service receipt, you can opt to provide a tax invoice with the ABN instead.

Note that everyday items like rubbish, sand etc. should be expected as part of service delivery and will not be awarded a cleaning fee.

It is important to know that the cleaning fee paid will be judged on all information provided and will decide the most suitable fee according to our policy - this may be more/less than the cost of the professional cleaning you have received.

You can lodge your cleaning fee claim by answering the important questions in the form below.

We aim to provide a prompt response to all queries, typically within 24-48 hours of receipt. Please be aware that our response time may be affected by the volume of requests we’re currently processing.

Thank you for taking the time to report accurately and honestly on this incident. These kinds of reports enable us to be efficient in providing support.

Please note that some cases will require taking a live photo of the mess.

If you need to request a cleaning fee for a mess made on an Uber Taxi trip, please use the form below.