Cleaning Policy

We expect Providers to provide Users with a clean car. In turn, Users must return the car in the same condition in which they received it or as close to clean as possible. If a User does not want to accept a car because they find it to be unacceptably dirty, they should not begin their Reservation. Instead, they should contact Hiway at [email protected] so we can help them address the issue. If a Provider receives a dirty car from a user, they can charge the User for cleaning fees in two ways.

If the Provider wishes to ask for a reimbursement of cleaning costs, they will have to contact Hiway at [email protected].

1. HOW DO I DOCUMENT THE CAR’S CONDITION?

We advise Providers and Users to take multiple photos of the car inside and out and send them to [email protected]. We suggest taking interior photos of the middle console, front seats and floor, and the back seats and floor. We also suggest taking exterior photos of the driver side, passenger side, front, and back of the car as well. The more photos you take, the better. Be sure to capture the same views of the car in both the pre- and post-reservation photos so that it’s easy to compare the two.

2. WHY ARE PHOTOS IMPORTANT?

In the event of a dispute, Hiway uses photos to determine if a Provider is eligible for reimbursement of cleaning costs and if a User should be charged a cleaning fee. Providers and Users who take multiple, clear, consistent view photos of a car’s condition have verifiable proof of the car’s condition at the start and end of a trip.

3. HOW DO HOSTS FILE FOR A CLEANING REIMBURSEMENT?

To file a cleaning reimbursement, Providers must submit pre- and post-reservation photos within 24 hours of the Reservation end by sending them to [email protected]. The pre-reservation photos must have been taken no more than 24 hours before the scheduled start of the Reservation. The post-reservation photos must have been taken no later than 24 hours after the scheduled end of the Reservation. Hiway will review the photos and determine the amount to be paid to the Provider based on the cleaning level, as outlined below. If we determine that the User is responsible for the car’s dirty condition, we’ll charge them in line with this policy.

4. CLEANING FEES AND FINES  

The levels of cleaning and the eligible reimbursement amounts are as follows:

  1. INELIGIBLE FOR REIMBURSEMENT
    • Minimal amounts of trash.
    • Small amounts of crumbs, sand, or dirt on floor mats that can be shaken off or vacuumed out.
    • Small marks that can be cleaned off easily by hand.
  2. MODERATE CLEANING – UP TO $50
    • Car exterior is returned significantly* dirtier than it was received (e.g. dirt on car body, wheels, or windows).
    • Floor mats or upholstery are returned significantly* dirtier than they were received (e.g. requires more than a shake-out to be restored to original condition).
    • Large amounts of food, dirt, or mud that cannot be shaken out and must be heavily vacuumed to remove.
    • Light stains or residue on hard surfaces (e.g. liquid spills or sticky substances).*Hiway will use its discretion to determine what is considered significant.
  3. HEAVY CLEANING – $100
    • Major stains or residue on seat fabric or other hard-to-clean surfaces.
  4. SEVERE CLEANING – $150
    • Situations in which a car contains the aforementioned violations on an egregious level that would require steam cleaning or a full detail.
  5. PET HAIR – $150
    • If a pet enters a vehicle at any time without a host’s consent, the guest will be held responsible for having the car cleaned.
    • Hosts may still charge cleaning fees if they give consent and the car is returned with significant amounts of pet hair.
    • Service animals are not excluded from this policy.
  6. SMOKING – $50 OR $150
    • $50 for smoke scent removal only.
    • $150 for smoke scent removal and physical remnants of smoking (e.g. ash, cigarette butts). If there is damage to your car (e.g. a burn mark), you should submit a damage claim, not a cleaning reimbursement.
  7. MAXIMUM – $250
    • If a car is returned with multiple cleanliness issues (such as a combination of severe cleaning and smoking remnants), the maximum fee that will be assessed is $250.