No invoice yet, only your return protocol? See: what you can do before an invoice is issued.
If you have questions about your damage invoice or want to better understand how it was assessed, here’s how you can review all relevant information and gather additional proof.
Start by reviewing available documents
- Handover and return documentation: Protocols from the pick-up and return of the vehicle can be found in your documents in your customer account.
- Damage photos: Pictures showing the damage to your vehicle will be sent to you as an attachment to the damage invoice.
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Rough cost breakdown: You will find this in the description on your invoice.
Request additional documentation if needed
If you need more detailed information, you can contact roadsurfer via the Contact Form and request:
- Expert report: Official assessments or technical reports from an expert (DAT calculation and invoice).
- Detailed Cost breakdowns: A detailed list of the costs for repair or replacement.
Add your own supporting evidence
If you have photos or videos of the vehicle from pickup or return, you can use them to compare with the provided documentation.
- Make sure your files include a visible timestamp.
- This ensures they can be clearly linked to your rental period.
Still disagree with the invoice? Submit a dispute
If, after reviewing all documents and evidence, you believe the invoice is incorrect, you can submit a formal dispute via the Contact Form.
- Clearly explain your reasoning.
- Include any supporting evidence to help with the review.
What Happens Next
Once your message is received, roadsurfer will review your case and update you on the outcome and next steps.
Tip: Keep copies of all communication and evidence for your records.
What happens during the review
- The review of your dispute can take up to 6–8 weeks in high season. You will always receive an answer. One message per case is enough: follow-up messages and duplicate tickets do not speed up the review and can slow it down.
- Automated payment reminders may still arrive while your objection is being reviewed. They do not mean your objection is ignored (details here).
- Your deposit may remain blocked until the case is decided. It is then released or offset transparently. You are never charged twice for the same damage.
- Always include your damage number (Schadennr.), invoice number and booking number, so your case is matched immediately.
The outcome
- Dispute accepted: the invoice is corrected or cancelled, and any blocked deposit amount is released.
- Partially accepted: you receive a corrected invoice with an updated breakdown.
- Declined: you receive an explanation based on the documented evidence and the applicable Terms & Conditions, and the invoice remains payable.