y friend and I picked up a car from Florence airport on Saturday October 12th. From the beginning, the interaction with the Surprice employee was not easy: the lady kept insisting that we MUST pay for insurance, even though we kept telling her that we already had insurance through the booking company. She kept pressing us, showing us the prices for the different levels of insurance (where even the lowest one would cost us more than triple the rental cost), insisting that we had to pay. After much discussion, she conceded that it was not strictly necessary to pay for this extra insurance, but that we were going to risk a lot. We finally managed to sign the contract and get the car keys, only paying the amount that we were told when we booked the car. However, we were lucky: the couple next to us had to pay more than 400€ insurance because they did not have an international driver's license. On Sunday October 13th we returned the car, and being now aware of the sketchy nature of this company, we knew we had to be careful. When we told the employee that we had to return the car, she gleefully said we could just leave the car keys and go, she would take care of everything herself. We said "no thank you, we want to check the car with you to make sure that everything is alright". She told us we would have to wait for her colleague to come back and check the car for us. We waited for at least 30 minutes (during which I read the reviews on this website and I grew warier and warier). When the colleague, Ulisse, arrived, he checked the car, took some pictures and checked that the gas tank was full. He filled a check-in form on his tablet, and asked us to sign it. I asked if everything was okay, and he said yes. When my friend went to sign the form, Ulisse had zoomed in on where she had to sign, thus not allowing us to see what the form said. I guess we should have asked to check the form, but since Ulisse had assured me more than once that everything was okay, I thought I could trust him. He said we would receive a copy of the form via email (which we didn't), and that the deposit would be returned after 20 days. Fast forward to today, Tuesday: my friend was just charged 22€ by Surprice. I called to ask for an explanation, and the employee told me that that was the cleaning fee. I said we were not informed that we had to clean the car, and that Ulisse had said that everything was okay. She said that the contract stated we had to clean the car before returning it. I asked her to send us the check-in form that we had not received yet, and said goodbye. I then reviewed the contract, which states "the client agrees to return the vehicle in the same conditions in which it was delivered, including cleaning, except for wear proportionate to the duration of the rental period and the mileage travelled". We used the car for less than 48 hours, driving on normal paved roads. Of course, cars get a bit dusty just by driving them around, which was exactly what happened with our car. I then checked the check-in form, and to my surprise it said that we had returned a dirty vehicle. Now, I cannot complain further with this company, as technically they are "right" because we signed the check-in document saying that the car was dirty, and therefore they can charge us the cleaning fee. But I asked Ulisse repeatedly whether everything was fine, he confirmed multiple times, and then proceeded to zoom in on the signature area so that we could not see what the form said. They might be right, but they definitely were not transparent nor fair. In the end, we did not lose much money, but that is only because we kept insisting with them (not to buy their insurance, to get our car checked, to receive a copy of the check-in form...). We definitely did not feel at ease, we felt like they were constantly trying to take advantage of us and that we had to be extra careful not to get scammed. All in all, don't use this company. Just pay a bit more for a more reputable company, and you will be able to enjoy your trip without having to worry about losing your money.