We require car owners to maintain their cars in accordance with all laws and regulations regarding vehicle safety, condition, and operation. You should inspect a car thoroughly before the start of your trip, either with your host or by yourself if your host has arranged a remote key exchange.
If you find that the car does not meet legal requirements (e.g. outdated registration tags) or is unsafe to drive (e.g. broken headlights), please report this to Turo before you take the car if you are unable to work out the issues with the owner. To report an issue, take pictures to document the condition of the car, and upload them to the trip photos. Once you’ve done that, give us a call -- we’re available 24/7!
A Customer Support representative will review the situation and guide you through the next steps, which typically include canceling the trip, issuing you a full refund, and assisting you with finding a new vehicle immediately. However, we can only offer assistance if you never took possession of the car, and if you provide sufficient information for our investigation. This is why it’s best to investigate the car thoroughly before you start the engine!
Your safety and security are important to us. Please don’t hesitate to report a problem!