After an uneventful 19-minute Uber journey, I was shocked to be charged a £60 cleaning fee for what appeared (in a photo) to be mustard on the car’s rear seat and inside the door. I was not provided with a description of the incident or the time the photo was taken, and it is not possible to see the car registration. It was even suggested the incident was serious. Uber is doing nothing to refund me. SS, London SE5
You are not the only complainant but Uber acted quickly to refund your £60. It says: “The app is based on mutual respect for both riders and drivers. For licensed drivers who use the Uber app, their vehicles are their place of work and any damage or mess can mean they are unable to continue working. When a driver claims a cleaning fee, they are required to provide us with details of the trip … as well as photographic evidence and a validated cleaning receipt. We believe this fee was incorrectly charged to this rider, so we have refunded it and reopened our investigation.”
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