"Reklamation" can mean two different things, and they run through two different channels. Using the right one from the start saves you weeks.
Case 1: Something went wrong during your trip → Claims Portal
Use the Claims Portal in your customer account if you want money back from roadsurfer for problems during your rental, for example:
- Defective or missing equipment (e.g. heating, fridge, gas bottle, kitchen box)
- Costs you had to pay yourself during the trip (with receipts)
- Compensation for a significantly impaired trip
- Important: a refund or compensation can only be reviewed if you contacted roadsurfer during your trip about the problem.
- The portal is available up to 7 days after your return.
Case 2: You disagree with a damage charge → Contact Form
Use the Contact Form if roadsurfer says you owe money for damage and you disagree, for example:
- A damage in your return protocol that you did not cause or that already existed at pickup → what to do before an invoice is issued
- A damage invoice you believe is wrong → how to dispute a damage invoice
- Questions about fees, deductions from your deposit, or the cost breakdown
The one-line rule
- You want money back for your trip → Claims Portal (within 7 days of return, after having contacted us during the trip).
- roadsurfer wants money for damage and you disagree → Contact Form (no 7-day limit; respond when you receive the protocol or invoice, quoting your damage number).
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 above.
Tip: If your case has both parts, for example a defective fridge (your claim) and a disputed damage charge (our invoice), submit them separately through the two channels. They are reviewed by different teams and neither blocks the other.