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 receipts for cleaning within 24 hours.

Please note, you should not be completing any journeys on the Wheely platform until your vehicle is clean. If you do, this might result in compensation not being paid out to you.

When contacting Customer Services, please provide:

  • Journey number

  • Date

  • Time

  • Photos

How do I receive payment for the cleaning service?

You will be reimbursed the cleaning fee within 2 working days, given you have contacted Customer Services and submitted receipts within 24 hours.

Please note that failure to contact Customer Services within 24 hours may affect your reimbursement.

Is there a cap on cleaning fees?

Yes, there is a cap of £75 for cleaning fees.

Will my account be waitlisted?

If your vehicle has been soiled t will be waitlisted as it is not showroom standard. Please use the time offline to provide photos and a receipt within 24 hours and we will make the process as swift as possible.

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 details of the damage, including:

  • Journey number

  • Date

  • Time

  • Photos

The above need to be provided within 24hrs.

Please note, you should not be completing any journeys on the Wheely platform until your vehicle is repaired.

Will I be compensated for the damage?

Once you’ve contacted Customer Services 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 48hrs of confirmation from Customer Services.

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.

Will my account be waitlisted?

If your vehicle has been damaged, it will be waitlisted whilst it’s being repaired.

When we confirm (either by a visit to Wheely London Academy or through receipt of photos) that the damage has been repaired, your vehicle will be reactivated.