Cleaning and Damage Reimbursement Policy

If a rider causes an unexpected mess or damages your vehicle during a ride, please submit your claim using this form within 24 hours of the incident.

Example: If a ride is completed on Friday at 8:00 AM, the incident must be reported by 8:00 AM the following day. Claims submitted outside this window may be not be eligible for reimbursement.

Alternatively, you can email driversupport@hopskipdrive.com within 24 hours of the incident. Once you have reported the damage our Support team will guide you through the next steps to submit your claim.

What's covered?

We cover reasonable cleaning or damage costs caused by a rider during a HopSkipDrive ride. Coverage is based on the type of incident:

	Cleaning (e.g., spills, biowaste, dirt)	Damage (e.g., broken fixtures, torn seats)
Reporting window	Report within 24 hours of the ride.	Report within 24 hours of the ride.
What you'll submit	3+ clear photos of the mess Ride info (date, time, name of rider) Detailed description of what happened Receipt or estimate not required on your first claim	3+ clear photos of the mess Ride info (date, time, name of rider) Detailed description of what happened Estimate required on your first claim if the repair may cost more than $150
Reimbursement amounts	$50: Minor mess (mud, dirt, etc.) $80: Moderate mess (spills, pet messes) $150: Major mess (biowaste, bodily fluids)	Up to $150 for rider-caused physical damage For higher costs, we will review an estimate and may approve reimbursement on a case-by-case basis.

How claims are reviewed

Claim Number	What You Submit	What to Expect
First claim	Photos, ride information, and detailed description. Receipt not required. Estimate required if damage is over $150.	We’ll review and process your reimbursement automatically if everything is complete. We'll also share guidance for any future claims.
Second claim	All of the above plus an itemized receipt for cleaning or repairs.	A member of our team will review your claim to confirm eligibility.
Third claim	Full documentation, including a receipt for cleaning or repairs.	Additional review will help us ensure consistency and catch any repeated issues.

If we notice a high number of claims or unusual patterns, your claim may be denied. We will follow up with you directly to better understand what’s happening and how we can help.

What’s not covered

We want to be clear about what doesn’t qualify for reimbursement:

Routine cleaning or messes (e.g., empty bottles, crumbs, wrappers)
Smells or odors
Flat tires or environmental issues (e.g. cracked windshield)
Normal wear and tear (e.g. scuff marks, minor scratches)
- Minor dings, scratches, and chips can also occur due to normal use and wear and tear.
- Interior surfaces can experience wear and tear from rider activity, such as scuff marks or tears in the seats.
Time spent cleaning or lost time due to vehicle downtime (e.g., unplanned maintenance, repairs)

Tips for a smooth claim

Report the issue within 24 hours of the ride
Take multiple clear photos from different angles
Make sure the incident is tied to the correct ride to ensure the appropriate Ride Organizer is informed
Save your receipt if this isn’t your first claim

Note: HopSkipDrive can only process claims that include all required documentation, including a valid estimate or receipt when applicable. Claims missing information may be delayed or denied. We reserve the right to review and approve claims on a case-by-case basis.

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