We’ve got you covered to make sure you can recover the costs of cleaning your vehicle after a rider has made a mess. We appreciate that if a rider makes a mess it could prevent you from taking further trips and because of this you can request a cleaning fee which is then charged back to the rider. This fee should cover the costs of getting your vehicle back in tip-top condition, cleaned and ready to collect more happy UVA riders.
How to request a cleaning fee and what you need
You can submit your claim for a UVA cleaning fee using the form on this page.
To submit your claim for the cleaning fee, you will need to make sure you provide us with the details below within 3 business days of when the incident occurred.
- Photos showing the mess. We need to see a minimum of 2 photos of the mess. The photos will need to be clear and well lit (so remember to turn on the interior lights if it’s dark). We will also need you to let us know the material or fluid that has caused the mess.
- Photo of the cleaning receipt. You must produce a clear photo of the receipt which must also show the following for it to be considered valid:
- An official receipt with the date of the cleaning (ideally stamped).
- The details of the company where the cleaning was done, including the name and address of the location.
- Trip details where the mess was created. It’s important that we have the details of the trip so we can pass the cost of the cleaning on to the rider who was responsible. You can find these details within the UVA Driver App (you can screenshot and upload these as well).
What happens after you’ve claimed?
When you’ve successfully sent in your cleaning fee claim we will check over everything. Once validated a cleaning fee will be applied to your UVA account.
The process for cleaning fee submissions is reviewed on a case-by-case basis and each case is judged on the extent of the mess that was made as well as what is deemed a reasonable cost of the cleaning required. It’s important to remember that the fee is only to cover the professional cleaning that is required based on the evidence reviewed.
If a mess is made by anything that can be wiped up or thrown away quickly then it is unlikely to qualify for a cleaning fee. For example, if water was spilt and wiped up quickly this would not necessitate a cleaning fee. We advise you that a good foundation to follow is whether the mess requires simple cleaning such as wiping or vacuuming e.g. minor food spillage, dirt etc then it’s unlikely to require a cleaning fee.