At Drive lah, we expect hosts to provide clean cars for guests. In turn, guests are expected to return the vehicle in the same condition or as close to clean as possible. If a guest finds the car unacceptably dirty, they should not begin their trip. Instead, they should immediately contact Drive lah customer support for assistance.
Hosts have the right to charge a cleaning fee if a guest returns the car in a dirty condition.
How to Document the Car’s Condition
Both hosts and guests should take multiple photos of the car’s interior and exterior before and after the trip. This helps provide clear evidence of the car’s condition and supports any claims of damage or cleanliness issues.
Suggested Photos:
Interior:
Middle console
Front seats and floor
Back seats and floor
Exterior:
Driver side
Passenger side
Front of the car
Rear of the car
How to Take Photos:
Use the Trip Check-in and Checkout Feature in the Drive lah app. The app guides you through the necessary photos and timestamps them for easy reference.
Photos are stored in Trip Photos on the app, making it easy for both hosts and Drive lah support to access them when needed.
Why Are Photos Important?
In case of disputes, Drive lah will rely on these photos to:
Determine if a host is eligible for cleaning reimbursement.
Decide whether a guest should be charged a cleaning fee.
Clear, consistent photos help both hosts and guests have verifiable proof of the car's condition before and after the trip.
How Hosts Can Request Cleaning Reimbursement
To request cleaning reimbursement, hosts must submit pre- and post-trip photos within 24 hours of the trip’s end. The photos should be uploaded to the Trip Photos section of the app.
Pre-trip photos: Must be taken within 24 hours before the trip begins.
Post-trip photos: Must be taken within 24 hours after the trip ends.
Drive lah will review these photos and decide if the guest should be held responsible for any cleaning fees based on the photos.
Cleaning Fees & Fine Guidelines
The amount of the cleaning reimbursement depends on the severity of the cleaning needed. The guidelines below outline the different levels of cleaning and the corresponding reimbursements.
1. Ineligible for Reimbursement
Minimal trash
Small crumbs, sand, or dirt that can be easily shaken off or vacuumed
Small marks that can be wiped off easily
2. Moderate Cleaning (Up to $50)
Car exterior returned significantly dirtier than when it was received (e.g., dirt on the car body, wheels, or windows).
Floor mats or upholstery returned significantly dirtier (requires more than a shake-out or vacuuming).
Large amounts of food, dirt, or mud that require heavy cleaning.
Light stains or residue on hard surfaces (e.g., liquid spills or sticky substances).
Note: Drive lah uses its discretion to determine what qualifies as "significant."
3. Heavy Cleaning ($150)
Major stains or residue on seats or hard-to-clean surfaces.
Pet hair or physical remnants of pets.
Strong smoke scent or physical remnants of smoking.
Strong durian scent.
Next Steps
If a guest returns the car in a dirty condition, the host can request a cleaning reimbursement by submitting photos within 24 hours.
Drive lah will review the photos and determine whether the guest will be charged based on the severity of the cleaning required.