Riders may be charged a cleaning fee of up to S$150 if their pets dirty the vehicle and professional cleaning is required (e.g. pet soil, odour, fur contamination, stains). This reflects the higher service standards and vehicle upkeep expected on the Ryde platform.
a. Take clear photos of the mess as proof, ideally immediately after the trip ends.
b. Inform the rider that the incident has been reported to Ryde and that Ryde will follow up directly with the rider on the matter.
c. Submit the cleaning receipt and supporting evidence directly to Ryde via the platform within 48hrs from the incident. The receipt must clearly state the specific professional cleaning services performed and be issued after payment has been made.
Upon review, Ryde will notify the driver and credit the approved reimbursement amount directly to the driver’s wallet. Please note that Ryde does not cover cleaning costs upfront, and all submissions are reviewed based on the evidence provided.
Ryde will separately follow up with the rider. Until the matter is resolved, the rider may be suspended from booking further Ryde trips.