After the detailed inspection of your vehicle (usually 24–48 hours after return), you receive your return protocol. It can look long and technical, here is how to read it without worrying.
What the protocol is (and isn't)
- It is our internal documentation of the vehicle condition, shared with you for full transparency, you see exactly what we see.
- It is not an invoice and not a list of things you will pay for.
- A long list does not mean costs. Normal wear and tear is covered by roadsurfer, as are minor damages such as scratches and dents smaller than 3 cm, surface scratches where a fingernail doesn't catch, and stone chips smaller than 3 mm.
- You will only be contacted if a review confirms actual charges (usually within 5–14 working days). No further message means: no costs.
How the entries are structured
Each entry names a location on or in the vehicle, followed by the type of finding in brackets, for example Trunk / Floor (Scratch) means a scratch on the trunk floor. An entry describes what was documented at that spot; it does not say anything about costs.
Your damage number (Schadennr.)
- Every damage case has a damage number, the unique identifier of that specific damage.
- You find it in your return protocol and in any damage communication you receive from us.
- Always quote the damage number (together with your booking number) when you contact us about a damage, your case is matched immediately and answered faster.
Where to find the documents and photos
- Pickup and return protocols: in the documents section of your customer account.
- Damage photos: sent to you as an attachment to the damage invoice, if charges are confirmed. They are not shown in the account beforehand.
- Cost breakdown: in the description of the damage invoice itself.
Something in the protocol looks wrong?
- If a listed damage was already there at pickup, or you disagree with an entry, see: I don't agree with my return protocol, what can I do before an invoice is issued?
- If a factual detail is wrong (for example the return date or time), report it via the Contact Form, quoting your damage number, so it can be corrected in your case.
Tip: Received a protocol with entries but no message about charges? That is the normal flow, most protocols never turn into an invoice.