Vehicle Cleanliness Policy

We expect hosts to provide guests with a clean car. In turn, guests must return the car in the same condition in which they received it or as close to clean as possible. If a guest does not want to accept a car because they find it to be unacceptably dirty, they should not begin their trip. Instead, they should contact Drive mate customer support so we can help them address the issue.  

If a host receives a dirty car from a guest, they can charge the guest for cleaning fees. 

HOW DO I DOCUMENT THE CAR’S CONDITION? 

We advise hosts and guests to take multiple photos of the car inside and out and upload them directly to the Trip Photos in the trip page. We suggest taking interior photos of the middle console, front seats and floor, and the back seats and floor. We also suggest taking exterior photos of the driver side, passenger side, front, and back of the car as well. The more photos you take, the better. Be sure to capture the same views of the car in both the pre- and post-trip photos so that it’s easy to compare the two. 

The best way to capture and save these photos is to use the trip check-in and checkout feature in the Drive mate app. The app will guide you through each photo you need to take and place a timestamp on the photos. These photos are stored in Trip photos and can be easily accessed by Customer Support. 

WHY ARE PHOTOS IMPORTANT? 

In the event of a dispute, Drive mate will use photos to determine if a host is eligible for reimbursement of cleaning costs and if a guest should be charged a cleaning fee. Hosts and guests who take multiple, clear, consistent view photos of a car’s condition have verifiable proof of the car’s condition at the start and end of a trip.     

HOW DO HOSTS FILE FOR A CLEANING REIMBURSEMENT? 

To file a cleaning reimbursement, hosts must submit their claim within 48 hours of the trip end with proof of the issue to support@drive-mate.com.au. Drive mate will review the photos and determine the amount to be paid to the host based on the cleaning level, as outlined below. If we determine that the guest is responsible for the car’s dirty condition, we’ll charge them in line with this policy. 

CLEANING FEES AND FINES 
 

The levels of cleaning and the eligible reimbursement amounts are as follows:  

INELIGIBLE FOR REIMBURSEMENT 

Minimal amounts of trash.Small amounts of crumbs, sand, or dirt on floor mats that can be shaken off or vacuumed out.Small marks that can be cleaned off easily by hand.  

MODERATE CLEANING - UP TO $60 

Car exterior is returned significantly* dirtier than it was received (e.g. dirt on car body, wheels, or windows).Floor mats or upholstery are returned significantly* dirtier than they were received(e.g. requires more than a shake-out to be restored to original condition).Large amounts of food, dirt, or mud that cannot be shaken out and must be heavily vacuumed to remove. Light stains or residue on hard surfaces (e.g. liquid spills or sticky substances).  

*Drive mate will use its discretion to determine what is considered significant. 

HEAVY CLEANING - $180 

Major stains or residue on seat fabric or other hard-to-clean surfaces. Pet hair, cigarette scent /physical remnants of smoking.