Scarborough woman's $169 Uber cleaning fee reversed after two-week battle
Emily Mills was charged $169.57 for a $14 ride on April 1 after her driver submitted a cleaning fee claim that included pre-existing damage to the vehicle.
Sources · local media reports
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A Scarborough woman has won her battle against Uber over a $169.57 cleaning fee charged on a $14 ride, after the company initially offered only a partial refund.
Emily Mills took an Uber across Scarborough early on April 1 in rainy conditions. The next morning, she discovered the cleaning fee in her account, which created immediate financial strain as a caregiver for her mother relying on rideshare income.
When Mills contacted Uber, the company sent her a photo of the vehicle's interior, which she said showed a "very dusty, dirty car" that "looked like it hadn't been cleaned in a very long time." She could see some rainwater but said the other mess was clearly embedded in the vehicle before her ride. Mills told Uber she didn't create the mess and refused to accept it.
Uber's initial response was to offer a reduction to $120—still far more than Mills believed was fair. She rejected this compromise, explaining she hadn't made a mess beyond the rainwater, which is a natural occurrence. After two and a half weeks of back-and-forth, Uber readjusted the charge to the original $14.32 ride price and refunded the difference. The company has since admitted it should have resolved the case sooner.
Under Uber's policy, cleaning fees are intended to compensate drivers for significant messes—such as vomit or substantial food spills—that prevent the vehicle from accepting additional trips. Ordinary wear and tear, small amounts of dirt, or rainwater are not meant to qualify for the charge.
Mills has since changed her behavior, now taking photos of the car's condition before entering and after leaving to document that any mess is not hers.
At a glance
What was Emily Mills charged for her Uber ride in Scarborough?
Emily Mills was charged $169.57 for a $14 ride on April 1, 2026, after her driver submitted a cleaning fee claim.
Why did Uber reverse the cleaning fee?
Uber reversed the $169.57 cleaning fee after Mills disputed it, noting that the vehicle's interior showed pre-existing dirt and dust rather than damage she had caused. The company refunded the difference between the cleaning fee and the original $14.32 ride price.
What does Uber's cleaning fee policy cover?
Uber's cleaning fees are intended to compensate drivers for significant messes such as vomit or substantial food spills that prevent the vehicle from accepting additional trips. Ordinary wear and tear, small amounts of dirt, and rainwater do not qualify for the charge.
