Cleanliness Policy | Guests

This policy outlines the responsibilities of hosts and guests in maintaining a clean vehicle.

Policy

Hosts must deliver a clean vehicle. Upon inspecting the vehicle at arrival, you have the right to refuse it and cancel your booking if you believe it has not been properly cleaned. We will refund your booking or assist you in reserving another vehicle, provided you report the issue as described below.

Reporting a Cleanliness Issue

• If you believe the vehicle has not been cleaned, do not accept the vehicle and do not complete check-in.
  
  
• To report a cleanliness issue, take photos showing the vehicle's condition and contact Customer Support immediately. We will cancel the booking and issue a refund or help you find a new vehicle.
  
  
• If you are meeting your host for check-in, ask them to stay until you have inspected the vehicle’s condition. If you are checking in remotely without the host’s presence, carefully inspect the vehicle to assess its cleanliness.

Cleaning the Vehicle Before Return

You are not required to clean the vehicle before returning it to the host. However, if you return the car in a condition that could only result from irresponsible or abusive behavior, the host may report the issue. Our Customer Support team will review the evidence—if it confirms a cleanliness violation, you will be charged a €100 cleanliness violation fee plus a 3% processing fee. In some cases, and at our sole discretion, you may also be removed from Sync.

Violations

A host may report and charge a violation fee for the following eligible cleanliness issues:

• Biohazardous waste or bodily fluids.
• Contamination or waste requiring cleaning inside air vents or between the side panel and window.
• Large stains or residues covering a significant area of the vehicle's interior that require steam cleaning.
• A large amount of mud, dirt, sand, or insects requiring professional cleaning.
• Significant amounts of pet hair.

Exceptions

A host cannot report or charge a violation fee for the following minor cleanliness issues:

• Small debris such as trash that can be thrown away, swept, or vacuumed (e.g., food wrappers, drink bottles, sand, dirt, crumbs).
• Exterior mud, dirt, or sand that can be removed with a car wash.
• Water spots, small food or drink stains, or sticky substances on the interior or exterior of the vehicle.
• Unpleasant odors.