Where can I submit an invoice for reimbursement?

Reimbursement requests are handled online in your Claims Portal. To get access, contact us via Lea while you are still on the road — issues reported after your trip cannot be reviewed. This page explains how the process works, which documents you need, and what to expect after you submit.

How to Request a 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, as soon as your access link is active.

  • Select “Create new issue”, choose the matching category and describe what happened.
  • Upload your evidence: receipts, photos, videos or workshop reports. Files must be clear and legible. Handwritten notes and screenshots are not accepted.
  • Enter your bank details (IBAN, or an account number for non-European customers) so the refund can be paid out.
  • A claim can only be submitted once and cannot be edited afterwards, so gather everything before you send it.

Submitting & Timing

Your Claims Portal stays open for 7 days after you return the vehicle.

  • You submit your request once your rental has ended.
  • Do not leave it until the last day.
  • You must have contacted us about the problem during your trip.
  • There is no option to submit mid-trip.

Refunds are usually processed within 6 to 8 weeks after approval.

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

Status & Notifications

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

There are four statuses: Not yet submitted, In review, Payout in process, and Paid out / declined.

  • Not yet submitted: your draft is saved but not yet in review.
  • In review: your request is with our dedicated team.
  • Payout in process: your request is approved and the refund is being transferred.
  • Paid out / declined: final status. If your request is declined, you receive an explanation.

Yes, you receive a notification if your request is declined or adjusted.

  • We inform you as soon as anything changes.

Have more questions?

Visit the Help Center