You received your return protocol and something on it doesn't look right to you, a damage you didn't cause, something listed as missing that you returned, or a damage you know was already there at pickup. Here is what you can do, and when.
First: the protocol is not an invoice
- The return protocol documents the vehicle condition after the detailed inspection (usually 24–48 hours after your return).
- A long list does not mean costs. Normal wear and tear is covered by roadsurfer, and minor damages like scratches and dents under 3 cm are covered as well.
- If new chargeable damage is identified, our experts review the case first. This evaluation usually takes 5–14 working days.
- You will only be contacted if there are actual charges. No further message means: no costs.
Your window to add information is now
While the review is running, you can submit information in writing, it will be taken into account during the review, together with the documented vehicle condition:
- Photos or videos from pickup or return showing the condition of the vehicle. Make sure your files include a visible timestamp so they can be clearly linked to your rental period.
- A short written explanation: which protocol item you disagree with, and why.
Send everything via the Contact Form.
If the damage was already there at pickup
- Check your pickup protocol in your customer account documents. If the damage is recorded there, reference the entry in your message, that resolves the case fastest.
- Good to know: only damages that were officially documented at handover or reported immediately count as pre-existing. By signing the rental contract you confirmed the documented condition, this is how roadsurfer verifies when a damage occurred. If you have timestamped photos or videos from pickup that show the damage, submit them, they will be taken into account during the review.
What happens with your deposit meanwhile
- While a damage case is under review, your deposit remains temporarily blocked. This is standard and does not mean a decision has been made.
- Once the assessment is complete, the deposit is either released back to you or offset transparently against confirmed costs. You will never be charged twice for the same damage.
- You can check your deposit status anytime in your customer account.
What happens next
- If your information resolves the case, no invoice is issued and your deposit is released. You will not need to do anything further.
- If charges are confirmed, you receive a damage invoice with photos attached and a cost breakdown in the description, and you can still dispute the invoice at that point.
- Every submission receives an answer. Sending follow-up messages about the same case does not speed up the review.
Tip: The earlier and clearer you share your information, the better it can be taken into account. Submitting during the review window is faster than disputing an invoice afterwards.