Reporting an unsafe or unsatisfactory car before a trip starts
Before you complete check-in, inspect the vehicle thoroughly and take pre-trip photos. If you’re meeting your host in person, ask them to wait while you do so.
If you discover the car doesn’t meet legal requirements or is unsafe to drive, don’t complete check-in. Contact your host immediately. Safety reasons include, but aren't limited to, outdated or missing registration, a missing personal insurance card, a missing license plate, broken headlights, broken mirrors, or bald tires. Your host may be able to provide you with another car or make other arrangements for you. If you’re unable to come to an arrangement, take clear photos of the car’s condition and upload them to Trip photos. Then immediately contact Turo Support at 1-415-963-4109 (US), 1 888 391 0460 (Canada), or 44 808 164 1454 (UK).
If you notice any smoke odors or have concerns about the car’s cleanliness, don’t complete check-in. Contact Turo Support immediately at 1-415-963-4109 (US), 1 888 391 0460 (Canada), or 44 808 164 1454 (UK).Once you contact support, an agent will review the situation. Typically, we’ll cancel the trip and help you find another car. If we can’t find a nearby vehicle that matches your needs, we’ll issue you a refund. You may only be eligible for a full refund if you don’t complete check-in. Turo Go guests have a two-hour window after check-in to report an issue and remain eligible for a full refund.
Reporting a safety issue during a trip in the US and Canada
If you’re involved in an accident or breakdown, contact roadside assistance at 1-415-965-4525 (US) or 1-888-391-0460 (CA). If a general safety concern arises mid-trip, let your host know. If you try contacting your host but don’t get a response within 30 minutes, contact Turo. In the US, chat with customer support. In Canada, call 1-888-391-0460. Turo prohibits guests in the US and Canada from making any alterations, additions, or improvements to a host’s vehicle without explicit approval from your host or Turo.