Inspecting the car
Inspect the car thoroughly when you arrive at check-in. If you’re meeting your host in person, walk around the vehicle and examine its condition together. If your host uses contactless check-in or you’ve booked a Turo Go car, you’ll conduct the inspection on your own. Read detailed information about taking photos to document a vehicle’s condition.
Reporting an issue
Contact your host immediately if:
- the car doesn’t meet legal requirements (e.g. outdated registration tags, missing license plate, missing proof of registration and/or missing personal insurance card)
- the car is unsafe to drive (e.g. broken headlights, bald tires, broken mirrors)
Contact Turo Support immediately if:
- you have concerns regarding the car’s cleanliness and sanitization
- Do not cancel the trip yourself.
- See your rights and responsibilities in full in our Cleaning and disinfection policy.
Resolving an issue
We suggest contacting your host for most issues because the two of you may be able to work out an arrangement. For example, your host may be able to provide you with another car. If you’re unable to come to an arrangement, do not complete check-in. Instead, take clear photos of the car’s condition, upload them to Trip photos, and call Turo support.
Once you contact Customer Support, an agent will review the situation and guide you through the next steps. Those typically include canceling the trip and helping you find another car. If we can’t find you a nearby Turo car that matches your needs, we’ll issue you a refund. You may be entitled to a full refund only if you don’t complete check-in. Turo Go guests have a two-hour window post check-in to report an issue and remain eligible for a full refund.