Inspecting the car
Inspect a 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 a remote key exchange or you’ve booked a Turo Go car, you’ll conduct the inspection on your own.
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- doesn’t meet legal requirements (e.g. outdated registration tags, missing license plate, missing proof of registration and/or missing personal insurance card)
- is unsafe to drive (e.g. broken headlights, bald tires, broken mirrors)
- is unreasonably dirty
You may be able to work out an arrangement with your host. For example, they may be able to provide you with another vehicle. Or, you may agree on a reduced rate for a trip because the car is especially dirty.
If you’re unable to come to an arrangement, do not accept and do not drive the vehicle. Document the issue and contact Turo support.
Note: If the host has failed to leave a Turo incident information card in the vehicle, you can download one. The card gives our roadside assistance phone number and instructions to follow in case of an accident. Find the link to a copy of the card in this article.
Resolving the issue with Support
Take clear photos of the car’s condition and upload them to the Trip Photos section of the trip. Once you’ve done that, call us right away.
A Customer Support 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.
Again, don’t take possession of a car or start a trip in a vehicle that’s unsafe or unsatisfactory. Doing so will limit our ability to help you and may restrict the refund for your trip.