Has the accident just happened?
If the accident has just happened and you have not yet contacted us, please follow these guidelines: Accident, breakdown or damage on the road?
Wondering what happens to your deposit?
After you have returned your roadsurfer, the damage team will assess the damage – usually within 5–14 working days. If costs arise that are not covered by your chosen protection package, you will receive an invoice.
If you have your own separate coverage, you will need to pay the invoice yourself first and then submit it for reimbursement.
Your deposit will be held until the damage has been assessed. No later than 5–14 working days after your return, the deposit will be released if it was not needed to cover the costs. The release works as an unblocking of the reservation – depending on your bank, the deposit may still appear briefly even after it has been released. The timeframe varies by card type and bank. Manual payments may take longer to process than direct online payments via the payment link: How do I pay the deposit?
You can check the status of your deposit or the damage in your customer account: Customer account – Check deposit status