Reporting a car as unsafe or unsatisfactory
If you’re meeting your host in person, ask them to wait while you walk around the vehicle, check inside, and take pre-trip photos. If your trip begins with a remote handoff or if you’ve booked a Turo Go car, inspect the car and take pre-trip photos. Read detailed information about taking photos to document a vehicle’s condition.
- Contact your host immediately if the car doesn’t meet legal requirements or is unsafe to drive. For example, has an outdated or missing registration, missing license plate, or missing personal insurance card or broken headlights, bald tires, or broken mirrors.
- Contact Turo Support immediately and do not check in if you have concerns about the car’s cleanliness and sanitization.
- Call us immediately at 415-963-4109 (US), 1 888 391 0460 (Canada), or 44 808 164 1454 (UK) and do not check in if you smell any smoke odors.
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.