Contacting roadside assistance
We provide 24/7 roadside assistance for accidents, breakdowns, and other issues if you or your host have chosen a protection plan through Turo. Contact us at 1-415-965-4525 (US) or 1-888-391-0460 (CA), and we’ll connect you with a dispatcher who’ll send a service vehicle, and we’ll cover the cost of dispatch. Depending on the circumstances and service provided, you may be responsible for roadside service costs. If you’ve booked a trip with a Commercial Host, contact them directly to arrange for roadside assistance.
Roadside assistance after an accident
If the vehicle is undriveable, contact your host to let them know and call roadside assistance at 1-415-965-452 (US) or 1-888-391-0460 (CA).
If you can still drive, contact your host to let them know. Then continue your trip and report the damage within 24 hours from the time of the incident. Use our Resolution center to file your report.
If you were in an accident with another vehicle, record the other driver’s full name, address, and contact information. Get the vehicle registration number and insurance provider information. Be sure to get the contact information of any witnesses. And be sure to take clear photos of their car and all damage. Provide all those the other party involved in the accident with the Turo Incident Information card.
Roadside assistance after a breakdown or other issue
If the vehicle you’re driving breaks down or won’t start, immediately contact your host. Then call roadside assistance at 1-415-965-4525 (US) or 1-888-391-0460 (CA). Report your location, the suspected problem, and if you are in a Turo Go car. If you are driving a Turo Go vehicle and suspect a dead battery, don’t jump start the car. Wait for roadside assistance to help.
Roadside service costs
We’ll cover the cost to dispatch help to your location, but either you or your host will have to pay for the services provided. Who pays depends on who caused the need for the service. Hosts will be responsible if service was needed because the vehicle was mechanically unsound or improperly maintained. You may be responsible if service was needed because of carelessness, abuse, or a violation of Turo policy. You may also be responsible for damages if your host files a damage claim. If you get a flat tire on your trip, we may charge you the cost to repair or replace the tire if we find that the host wasn’t at fault for the flat. Flats caused by accident or vandalism are unfortunate, but they are the guest’s responsibility. If you’ve chosen the Premier protection plan, you won’t pay flat tire costs. Read more about flat tire charges.
Vehicle and key responsibility
You’re responsible for the vehicle until roadside assistance arrives.You cannot abandon the car. If the car is in an unsafe location, stay nearby, keep the car in sight, and hand over the keys once help arrives. We’ll charge you a $40 “gone on arrival” fee if you leave the vehicle before roadside arrives. You’ll be responsible for all costs if the keys go missing or the vehicle is damaged while waiting for roadside assistance.
On-the-spot assistance
If you’re unable to drive the vehicle, roadside assistance will, whenever possible, fix the vehicle so it’s operational. We may charge you a $70 light service fee for on-the-spot assistance if we find you’re responsible for the service. Services include vehicle jumpstarts, lockout services, fuel delivery, and tire changes.
Towing after unsuccessful on-the-spot assistance
If on-the-spot assistance is unsuccessful, roadside assistance will tow the vehicle and any luggage or cargo. We’ll contact your host to ask for their preferred garage within 15 miles (US) or 50 km (Canada). If we’re unable to reach them, roadside will tow the vehicle to the nearest maintenance facility. We may charge you a $200 towing fee if we find you’re responsible for the service.
Recovery after an accident
If your vehicle leaves the road as a result of an accident, roadside assistance will arrange for recovery of your vehicle and luggage or cargo. You won’t be charged a fee for towing the car after an accident, unless the accident was caused by a prohibited use.
Travel after an incident
If the vehicle needs to be towed and you can’t wait for the repair, or the vehicle can’t be repaired at that time, call us at 1-415-965-4525 (US) or 1-888-391-0460 (CA). We’ll refund you the cost of the impacted day and help you arrange another Turo vehicle for the remainder of your trip, at no extra charge to you.
Restrictions
Roadside assistance is not available if you violate Turo’s Terms of Service, allow an unauthorized driver to use the vehicle, or intentionally cause damage or misuse the vehicle. It’s not available for civil commotions or civil unrest. Nor is it available for damage resulting from acts of war, or nuclear energy or attacks. Roadside assistance is not available for earthquakes or weather-related incidents (flood, storms, etc). It does not extend to the cost of fuel, insurance, or road charges/tolls.