Customer account - Claims Portal for reimbursement or compensation

Did unexpected costs occur during your trip or did something not go as planned?
🤳️ Please contact our Support Team first by phone or via our contact section.

We’re happy to help and will review your request together with you to find the best possible solution.

Important to know: Reimbursement or compensation can only be considered if you contacted us during your trip.

Access to the Claims Portal

After contacting us, your personal Claims Portal will be activated for you.

You can access it via the following link:
Open Claims Portal 

By opening this link, your Claims Portal will be activated.
There you can submit your request and upload all relevant documents.

Please note:
Once submitted, your claim can no longer be edited or completed. Make sure all information is complete before submitting your request.

How to submit your claim

1. Open the link to your Claims Portal and click “Create new issue”
   
2. Select the appropriate category for your request.
   

3. Provide all relevant information:

   • Time period of the issue (within your rental period)
   • Description of the situation

   

4. Upload all required supporting documents (e.g. photos, videos, invoices, workshop reports).
   Only clear and legible receipts or invoices can be accepted – handwritten notes or screenshots are not valid. 
   
   
5. You can add additional categories if you have multiple claims.
   When finished, click “Next”.
   
6. Enter your bank details so we can process any potential reimbursement.
   
   
   If you are not based in Europe and do not have an IBAN, switch to Account Number and enter your details accordingly:
   
7. Review all information carefully and submit your claim.
   After submission, no further changes are possible.

Important information

• Submit your claim preferably after your rental has ended
• Documents are processed exclusively via the Claims Portal
• The portal is available for up to 7 days after your return

Next steps & status

After submission, your claim will be reviewed by our dedicated team. You will receive automatic updates and can check the status at any time in your customer account.

• = not yet submitted for review
• = under review
• = payment is being processed
• = paid out or rejected

Processing can take up to 6–8 weeks. We’ll contact you if any additional information is required.