If you dispute a reimbursement request or a damage claim, we’ll ask you to provide supporting documentation. This most likely includes photos of the car at the end of the trip. We’ll review all documentation to make a determination.
If at any time you’re unsure what to do or simply need help, you can contact us. We’re happy to answer your questions. We recommend you browse through the rest of the Help Center and look over our Terms of Service and Policies before you start your trip.
If you need to keep the car for longer than planned, submit a trip modification request.
Similarly, if you want to return the car early, you must request a trip modification. Hosts must approve any changes to a trip via the Turo system in order for them to be valid. You may be charged for any additional usage if you bring the car back later than the scheduled return time.
Replace the fuel and clean the car. Cars must be returned with the same level of fuel and in the same condition as when the trip started.
Check the car for damage and take pictures to document the car’s condition post trip. If you don’t take pictures, you may be held liable for damage reported by your host. Things can happen between trips, so it’s important we have details about how you left the car. If there’s a reimbursement dispute, you’ll need photos as proof.
Make sure you return the car to the right location. Some hosts might have designated parking spaces; some hosts rely on street parking. If you’re parking the car on the street, make sure you park where it’ll be safe from tickets and tows for 24 hours.
If you have a roadside issue during your trip, we can send roadside assistance to help you. Guests who’ve booked a trip with a Turo person-to-person host (not a Commercial Host) have 24/7 access to roadside assistance.
We run all guests through the approval process when they book a car to keep our platform safe for both hosts and guests.
Expect verification to take at least 24 hours.
We take the safety and security of our community very seriously. And, we want to make sure that we have the best hosts and guests on our platform. This means, it may take longer for some users to get verified.
Check your approval status on your account page before your trip starts.
If you’ve been denied, we may ask for more information.
Choose your car and check the schedule for it to make sure it’s available for when you need it. You can adjust the trip dates and times to suit your plans. If your trip is flexible, you might have more options if you play with the start time.
Your host will have up to eight hours to approve or decline your request. Once your host responds, your trip is booked. We’ll notify you of a booked trip by text message, email, and/or iOS app notification: your choice. If your vehicle is enabled to Book Instantly, your trip is booked as soon as you submit the request. You can see your booked trips in “Booked” under the Trips tab.
If your host doesn’t respond or declines your trip request, we’ll help you rebook quickly with a similar car from a trusted host. If we can’t find a replacement you’re happy with or if you decide not to rebook, we’ll issue you a full refund.
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