This policy outlines the cleanliness expectations before, during, and after a trip, and details how to handle cleanliness-related disputes or reimbursement claims.
Cleanliness Expectations
Hosts must present their vehicle in a clean, well-maintained condition before each trip.
Guests are required to return the vehicle in the same or near-same condition it was received.
If a Guest receives a car that is unreasonably dirty, they must not begin the trip and should contact Drive mate Customer Support immediately for assistance.
If a Host receives the car back in a significantly dirty condition, they may be eligible to claim a cleaning fee from the Guest.
How to Document Vehicle Condition
Proper documentation helps prevent disputes and ensures accountability.
Both Hosts and Guests should:
Take clear photos of the vehicle's interior and exterior before and after the trip.
Interior photos should include:
Middle console
Front seats and floor
Back seats and floor
Exterior photos should include:
Front of the car
Rear of the car
Driver side
Passenger side
Upload all photos to the Trip Photos section on the trip page.
For best results, use the Check-In and Checkout feature in the Drive mate app.
This tool:
Prompts you for each required photo
Time-stamps each image
Automatically stores images for future reference
Why Photos Matter
Photos are the primary evidence used to:
Assess cleaning fee claims
Determine responsibility in disputes
Protect both Hosts and Guests from unjust charges
To be eligible for reimbursement or to dispute a charge, participants must submit clear, timestamped photos that show consistent views of the car before and after the trip.
How Hosts Can Claim a Cleaning Reimbursement
If a Guest returns a vehicle in a dirty condition, Hosts may request reimbursement by following these steps:
Submit your claim within 48 hours of the trip ending.
Email the claim to: support@drivemate.au
Include:
Trip ID
Detailed description of the issue
Supporting photos showing the vehicle before and after the trip
Drive mate will review the evidence and determine if reimbursement is applicable, based on the level of cleaning required.
Reimbursement Levels
Drive mate reimburses cleaning costs based on severity. Claims are assessed individually using submitted photos and this policy.
Ineligible for Reimbursement – $0
No reimbursement will be granted for:
Minor trash (e.g., wrappers, bottles)
Small crumbs, sand, or dirt that can be easily vacuumed
Light smudges or marks easily wiped off by hand
Moderate Cleaning – Up to $50
Eligible if:
The exterior is noticeably dirtier than when the trip began (e.g., mud or road grime)
Floor mats or seats require more than a shake-out to clean
Significant food debris, mud, or spills are present
Surfaces have light stains or sticky residue
Note: Drive mate will determine what qualifies as "significant" based on provided images.
Heavy Cleaning – Up to $125
Eligible if:
There are major stains on fabric or hard-to-clean surfaces
Pet hair is found throughout the interior
The vehicle smells of cigarette smoke or contains smoking-related residue