Unplanned costs during your trip, or something didn't go as expected? Here is how to submit your claim, and the three things to know before you start:
- Contact us first. The Claims Portal is unlocked for you after you contact our support team via the Contact Form. A claim can only be reviewed if you reported the problem during your trip.
- One submission. After submitting, your claim cannot be edited or supplemented. Gather all receipts and evidence before you press send. If anything is missing, the review team will contact you.
- 7 days. The portal is available up to 7 days after your return. Submit after your rental ends, but don't wait until day 7.
Step 1: Get access
- Contact our support team via the Contact Form.
- Your personal Claims Portal is then unlocked and you receive your access link directly from our team.
Step 2: Create your claim
- Click "Create new issue".
- Choose the category that fits your issue. You can add further categories if you have several claims.
- Enter the time period of the problem (within your rental period) and a clear description of what happened.
- Upload your evidence: photos, videos, invoices or workshop reports. Only clear, legible receipts or invoices can be accepted; handwritten notes or screenshots are not valid.
- Enter your bank details (IBAN, or switch to account number if you are a non-European customer) so a possible refund can be paid out.
- Check everything carefully, then submit. After submitting, no changes or additions are possible.
Step 3: Track your status
After submitting, your claim is reviewed by the responsible specialist team. You receive automatic updates and can check the status anytime in your customer account:
- Not yet submitted: your draft is saved but has not entered review
- In review: the team is assessing your claim; no action needed from you
- Payout in process: approved; the refund is being transferred
- Paid out / declined: final status, with an explanation if declined
Processing can take up to 6–8 weeks. You will always receive a decision; asking for updates in between does not speed up the review. We contact you if further information is needed.
Booked via a partner portal?
Refunds of the booking price itself (e.g. after cancellation) are handled by the partner portal you booked through. Claims for problems during your rental are handled by roadsurfer via the Claims Portal, as described here.
Technical problems in the portal?
If a button does not respond or you cannot proceed to the next step, try a different browser or device first. If the problem persists, report it via the Contact Form with a screenshot.
Tip: Disputing a damage charge is a different process and has no 7-day limit. See how to dispute a damage invoice.