Where can I submit an invoice for reimbursement?

Start by contacting us through Lea, our chat assistant, so that a support ticket can be created:

• Your personal Claims Portal is unlocked once you have been in touch, and our team sends you your access link directly.
• We can only review a claim if you already reported the problem while you were still on the road.

Everything is uploaded inside your Claims Portal once your access link is active:

• Select “Create new issue”, choose the category that fits your problem, and describe what happened.
• Upload your evidence: receipts, photos, videos or workshop reports. Receipts and invoices need to be clear and legible—handwritten notes and screenshots cannot be accepted.
• Enter your bank details (IBAN, or an account number if you are a non-European customer) so any refund can be paid out.
• A claim can only be submitted once and cannot be edited afterwards, so please gather everything before you send it.

The portal stays open for 7 days after your return:

• Submit once your rental has ended, and try not to leave it until the last day.
• You also need to have contacted us about the problem during your trip.

Refunds are usually processed within 6 to 8 weeks after your request is approved:

• Once everything is confirmed, the money will be credited to your bank account automatically.
• You will always receive a decision, and asking for updates in between does not speed up the review.

You can track the status of your reimbursement anytime in your roadsurfer customer account overview

Your claim will show one of the following statuses:

• Not yet submitted: your draft is saved but has not entered review
• In review: being reviewed by the dedicated team
• Payout in process: approved, and the refund is being transferred
• Paid out / declined: final status, with an explanation if declined

Yes, you’ll get a notification if your reimbursement request is declined or adjusted:

• We’ll let you know right away if anything changes with your request.