Driver - How to report a dirty or damaged car

What to do if the car is in poor condition or does not match the listing

The Owner is responsible for providing a car that is safe to drive, in good condition, and accurately described in its listing.

The state of the car (interior, exterior, cleanliness) should always be recorded at both check-in and check-out. For “Meet Owner” and “Connect Rentals” you need to document pre-existing damages or mess during the check-in process by rating the level of mess and taking pictures of any pre-existing mess when prompted, so that we have pictures of the check-in to compare with the check-out and, if needed, to the next rental.

Note: If you have a rental with a paper contract, you and the owner will fill out the paper contract together and you can mention any pre-existing dirt in the contract.

If necessary, feel free to take additional photos with your phone, or through the additional photos feature on the rental page. Keep them for at least 30 days after your rental has ended so you can contest any cleaning fees or reports of new damage.

If you notice at the start of your rental, or during your trip, that the car is not as described or is unsafe to drive, please take the following steps:

1. Check the issue

Examples of issues that must be reported:

• The car is in poor condition or has a malfunction that affects normal use (e.g. warning lights or air-conditioning issues).
• A mandatory safety feature is missing or not working (e.g. seatbelts, headlights).
• A listed feature is missing or non-functional, and this significantly affects your use of the car (e.g. missing baby seat when listed).

2. Report it immediately

Contact Getaround Support and/or the Owner as soon as you discover the issue.

• Do not continue driving if the car is unsafe.
• Take clear photos or videos showing the problem.

If the issue affected your rental, you can request compensation within 48 business hours after the end of the rental.

To do so, contact Getaround and provide:

• A description of the issue
• Supporting evidence (photos, screenshots, messages, etc.)

Getaround will review your request and may issue compensation in proportion to the severity of the issue.

Please note that any request submitted after the 48 business hour deadline cannot be handled through Getaround.