Cleaning and Damage
CLEANING
What should I do if the passenger has soiled my vehicle?
Once you have completed the journey, please go offline and immediately contact the Customer Service team with images. You will need to give details of the incident and provide a receipt, or an invoice, for cleaning within 24 hours.
When contacting Customer Service, please provide:
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Journey number
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Date & time
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Photographs clearly showing the extent of the soiling
Please note, you should not be completing any journeys on the Wheely platform until your vehicle is clean and you have contacted Customer Service. If you do, you might not be eligible for compensation.
Wheely reserves a right to reject a claim in the event there is no clear evidence, and/or we have reasonable grounds to suspect fraud.
What will happen if the soiling does not warrant a professional clean?
If your vehicle is soiled, but does not require a professional clean or valet, you might not be eligible for compensation.
Wheely reserves the right to not pay out compensation if we deem the soiling to not require professional cleaning.
What is an accepted receipt for compensation?
Receipts and invoices need to be submitted in PDF format. Alternatively, clear and legible photographs are accepted. If the receipt is hand written, we may request a redacted bank statement to verify the payment.
If the photograph of the receipt is blurry, or of low resolution, you might not be eligible for compensation.
How do I receive payment for the cleaning service?
If your claim is valid, you will be reimbursed the cleaning fee within 2 working days, which will be paid to you in the following week’s earnings.
No smoking policy
Passengers are not allowed to smoke in the vehicle.
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If the passenger is about to light up a cigarette, politely inform them about the policy and offer to pull up for the passenger to finish smoking outside.
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If the passenger refuses and continues smoking, please inform them that cleaning expenses will be added to their final bill along with the additional fines (if any).
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Contact Customer Service before completing the journey and inform about the situation — the team will follow up with the passenger
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Complete the cleaning and send the receipt as explained above.
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If a customer’s smoking in the vehicle results in a fine, we will charge the passenger for it on top of the cleaning charges, and you will be compensated.
DAMAGE
What should I do if a passenger has damaged my vehicle?
Once you have completed the journey, please go offline and immediately contact the Customer Service team with images. You will need to give details of the incident, and provide a quote for the damage repair within 24 hours — not doing so in this time may affect compensation.
When contacting Customer Service, please provide:
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Journey number
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Date & time
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Photographs clearly showing the extent of the damage
Please note, you should not be completing any journeys on the Wheely platform until your vehicle is repaired, and your account will be waitlisted until it is repaired. If you complete any journeys prior to proof of repair via a vehicle check, your compensation may be affected.
Wheely reserves a right to reject a claim in the event there is no clear evidence, and/or we have reasonable grounds to suspect fraud.
For the avoidance of doubt, Wheely will not accept claims for general wear and tear damage to your vehicle.
Will I be compensated for the damage?
Once you’ve contacted Customer Service with the details of the damage, the Customer Service team will reach out to the passenger informing them of the damage.
If the passenger accepts responsibility, please provide a receipt of the repair within 48 hours of confirmation from Customer Service.
If the passenger does not accept responsibility for the damage, or the damage is significant (e.g. dents to the vehicle bodywork), you will need to claim on your insurance.
What will happen if the passenger accepts responsibility for the damage?
If the passenger accepts responsibility for the damage, you will be compensated the agreed amount.
You will be required to share receipts or invoices within 48 hours of confirmation from Customer Service, if you do not, you might not be eligible for compensation.
What is an acceptable receipt for compensation?
Receipts and invoices need to be submitted in PDF format. Alternatively, clear and legible photographs are accepted.
If the photograph of the receipt is blurry, or of low resolution, you might not be eligible for compensation.
What will happen if a passenger does not accept responsibility?
If a passenger does not accept responsibility, you will need to claim on your insurance.
Wheely’s terms and conditions state that we are not responsible for any damage to your vehicle.
Will my account be waitlisted?
If your vehicle has been damaged, your account will be waitlisted whilst it’s being repaired.
How will my vehicle be reactivated after the damage has been repaired?
In order to reactivate your vehicle, you will either be required to visit the academy for a vehicle check (you do not need to book), or you will be able to provide photographs of the repair via email. Customer Service will advise you of next steps.