Vehicle cleaning policy

At Rentalo, we value the user experience and believe that a clean vehicle is essential for comfort, safety and satisfaction on every trip.

For this reason, both owners and drivers must keep and return vehicles in an acceptable state of cleanliness.

General expectations

• Owners must hand over the vehicle clean, inside and out, at the start of every trip.
• Drivers must return it in the same condition they received it, or as clean as possible.
• If a driver finds the vehicle unacceptably dirty at handover, they should not start the trip and should contact customer service.

How to document the vehicle's condition

To avoid disputes, taking photos before and after the trip is required. They must:

• Show the inside and outside of the vehicle:
  • Outside: full front, rear, sides, roof, rims and tires.
  • Inside: center console and dashboard, front seats, rear seats and trunk.
• Be taken from the same angles before and after the trip.

Photos must be uploaded using the “Add photos” feature in the Rentalo app, both at the start and at the end of the trip.

Why are photos important?

If there is a claim, Rentalo will use the official photos uploaded in the app to decide:

• Whether the driver must pay for cleaning.
• Whether the owner is entitled to a cleaning refund.

A driver (on receiving the vehicle) or an owner (on its return) who does not document the vehicle's condition properly may lose the right to make a claim.

Requesting a cleaning refund

To be eligible for a refund, the owner must:

• Upload before and after photos in the app within 24 hours after the trip ends.
• Make sure the before and after photos were taken at the moment of handover or return.
• Both parties are responsible for taking them at the moment of both handover and return.

Important

• Claims made outside the set deadlines will not be considered.
• Using photos not uploaded in the official app may invalidate the request.
• False or manipulated claims may lead to penalties for the owner.

Note: some owners may specifically require the vehicle to be returned as clean as it was handed over.