If you’ve previously rented a car through a traditional car rental company, you’ll find that Turo’s rental process is a bit different. Below are some tips for how to make sure you have a great trip!
Before your trip
- Communicate with your host. The two of you will work out all the details of where and how to pick up the car.
- If you have any questions about the pickup process, make sure to clear it up before you set off to pick up the car, to ensure you can get off to a smooth start.
- Check the included miles/kilometers for your trip. If you go over, you’ll be responsible for excess mileage fees. This can’t be changed, so make sure the limit is enough for your needs!
- Make sure you’re on time for both the start and end of your trip! Your protection is only valid between your starting and ending times, so being on time for both the beginning and end is very important -- and your owner will appreciate it, too!
Picking up the car
- Don’t forget to bring your (permanent) driver’s license. Your host cannot give you the car without it!
- In some cases, the host may not be around to meet you in person. That should be worked out beforehand, but it’s totally normal. You can find more information about remote key exchanges here.
- Check the car thoroughly, either with your host or on your own. We strongly recommend that you take pictures. You are responsible for returning the car in the same condition.
- Use the guided handoff process in the app if you’re unsure what pictures to take and how to upload them to your Trip Photos.
During your trip
- Have fun and take good care of the car! If you do have any issues during your trip, roadside assistance may be available depending on the protection plan provided by the owner. It’s also a good idea to ask the owner if you have any questions about the car over the course of the trip, but you can also always contact us with any concerns or issues you may encounter.
- Be proactive about reporting any tickets or tolls.
- Be proactive about reporting any damage or accidents.
Returning the car
- Plan ahead and be on time! You must request a trip extension if you’re going to be late (even if it’s because of bad traffic). You may receive a late fee if you don’t properly extend the trip.
- Leave time to replace whatever gas you used and tidy up the car if necessary.
- Check the car thoroughly. Make sure there isn’t any damage that you didn’t notice during the trip. Take pictures. If you don’t take pictures, you may be held liable for damage reported by your host.
After the trip
- Hopefully everything went well, you had a smooth trip, and there were no issues during pickup or dropoff.
- You may be asked for reimbursement for an incidental cost from the trip. You can find a complete list of fees and fines here.
- In the event of damage, a representative from the Claims department will reach out to you. If you have more questions about that process, check out our claims FAQs.
- If you dispute a reimbursement request or a damage claim, we will ask you to provide any supporting documentation (including photos). We will review information submitted on both sides before determining whether or not to uphold the reimbursement request.
If at any time you run into a situation where you need assistance or you’re not sure what to do, please contact Customer Support. We’re happy to answer your questions.