🧽 How to request a cleaning fee

• If a passenger makes a mess in your vehicle that is significant enough to require professional cleaning or they damage the vehicle, please do not confirm the price at the end of trip if you intend to report the issue.

• If you choose to report the problem with the price, you can do so by selecting “passenger made a mess or damage”. You may be asked to provide supportive evidence, such as clear photographs - this would ideally be three clear photos, with timestamps, of the mess created by the passenger. 

• When submitting the photos it will be helpful to have a close-up photo and a zoomed out photo to show the mess in its entirety. 

• After submitting the photos, you can also provide details about the ride, such as where and when it occurred and with a short description of how the mess was created.

• You may choose to arrange  to have the mess cleaned and if so, please request a receipt with the following:

1. The name and details of the car cleaning company

2. The date

3. The services provided (i.e. car-cleaning) and the cost of service.

• After all of the above has been submitted, Bolt will review if you are eligible for compensation under the relevant criteria. 

💰Update: Toll Fee Display on Trip Offers

We've updated how toll fees appear on the trip acceptance screen.

Toll fees are no longer included in the earnings total on the offer card. Instead, if a trip includes a toll, it will be shown separately at the top of the offer card. The toll amount will be added to your balance once the trip is completed.

Watch the short video below for a quick walkthrough of the change.

https://assets.cms.bolt.eu/uk_toll_fee_00dc48e0e0.html

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