Returns in a Car Subscription: Clear Standards Instead of Surprises

For many drivers, returning a vehicle is the most sensitive moment of a car subscription. What counts as normal wear and tear - and what is considered damage? And willthe same standards still apply at the end as at the beginning?

At Carrivo, this principle is fundamental: handover and return are assessed according to the same clearly defined criteria. There are no new evaluation standards introduced at the end of the term.

To avoid uncertainty, we make our standards transparent. Our damage catalogue is available at any time and clearly explains which signs of wear are expected with normal use - and when something is classified as damage.

This way, you know from the outset where you stand.

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Normal Wear and Tear or Damage – What’s the Difference?

The key question at every return is simple:
What still counts as normal wear and tear - and when does it become damage?

The difficulty often lies in interpretation. A broad definition such as “anything that needs repairing is damage” is not particularly helpful. What one person finds noticeable, another may barely see. A small dent might seem insignificant to one driver - yet obvious to someone else.

That is precisely why we do not rely on vague wording, but on clearly defined standards.

Normal Wear and Tear

A vehicle used over several months will naturally show signs of everyday use. These may include, for example:

• light, superficial scratches
• minor cosmetic wear inside the vehicle
• typical wear of technical components or tyres

Such changes can occur even with careful use and do not automatically result in additional charges.

Damage

We consider it damage when the condition goes beyond normal, careful use - for example when:

• bodywork damage requires repair
• safety-relevant damage is present
• the interior shows significant deterioration
• accessories are missing
• technical defects result from improper use

The deciding factor is not subjective perception, but whether a repairis necessary or the vehicle’s market value is measurably reduced.

How Is This Assessed in Practice?

Our damage catalogue outlines typical cases and serves as a transparen tpoint of reference. It is deliberately designed as a guideline - not as an exhaustive list of every possible scenario.

In addition, assessments follow established industry standards, similar to those applied in independent expert reports or insurance evaluations.

The aim is to minimise interpretation as far as reasonably possible.

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The Fair Return Process: Step-by-Step

The return process is streamlined, digital and easy to follow. It follows a clearly structured sequence:

• Book your appointment: You schedule your return online - just as simply as you started your subscription.
• On-site inspection: The vehicle is reviewed using a clear checklist and documented with photographs.
• Digital report: You receive the return report by email. This ensures the vehicle’s condition is transparently recorded.
• Final assessment: The final classification is carried out in accordance with our damage catalogue. The defined criteria - not subjective judgement - are decisive. The assessment is supported by independent expert evaluation.
• Final invoice: If any items remain outstanding - such as excess mileage or chargeable damage - they are clearly itemised and transparently presented in the final invoice.

Below you will find a few practical tips to help ensure a smooth return.

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Tips for a Smooth Return

Good preparation makes the return process easier - and helps avoid unnecessary costs.

• ‍Report damage early: Notify us of any damage as soon as it occurs. Unreported damage may affect insurance cover and, in certain cases, could result in liability beyond the agreed excess. Early     reporting provides clarity and avoids complications later on.
• Check fuel or charge level: Return the vehicle with a fuel or charge level comparable to that at handover. This helps avoid balancing charges.
• Check accessories: Ensure that all provided vehicle items are present. This includes charging cables, the first-aid kit, manuals, the parcel shelf or load cover, and the tyre repair kit.
• Delete personal data: Remove personal data, navigation destinations and paired smartphones. Also delete connected services or user profiles that allow access to the vehicle via an app

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Reliability Over Uncertainty

Vehicle return should not depend on interpretation, but on clearly definedstandards. What matters is that the criteria are transparent and establishedfrom the outset.

For this reason, Carrivo works with a structured damage catalogue andindependent expert assessments. The evaluation is based on defined standards —not individual judgement.

This keeps the return process clear and predictable. And you know from thevery beginning where you stand.