Fast Facts:
|
Who and what we offer
You can access roadside assistance 24/7 if you’ve booked a trip with a protection plan on Turo or if your host chose a protection plan. Contact us if your vehicle breaks down, is damaged in an accident, or has some other roadside issue. We’ll connect you with a dispatcher who’ll send a service vehicle. Turo will cover the cost for legitimate roadside needs. See “Roadside service costs” below.
How to report a roadside issue
Vehicle breakdown
If the vehicle you’re driving breaks down:
- Report the incident at support.turo.com as soon as possible.
- In the US, you can reach a Turo agent 24/7, and they’ll arrange for roadside assistance.
- In Canada, you can reach a Turo agent from 8 am – 9 pm EST. Outside of those times, you’ll follow the phone prompts to be connected with roadside assistance.
- Contact your host to tell them about the incident.
Immediate roadside help
- In the US, call 1-415-965-4525.
- In Canada, call 1-888-391-0460.
- Report your location, the suspected problem, and whether you’re in a Turo Go car. (US only)
- If you’re in a Turo Go car, don’t try to jump start the car.
- Wait with the car for roadside assistance to arrive.
Accident
If you’ve had an accident with another vehicle, take these steps:
- Record the driver’s full name, address, and contact information. Get their vehicle registration number and insurance provider.
- Take photos of their car and the damage.
- Get the contact details of any witnesses.
- Provide the other party with the Turo Incident Information card.
- Contact your host to tell them that the vehicle has been in an accident.
- If the vehicle is undriveable, call roadside assistance.
- In the US, call 1-415-965-4525.
- In Canada, call 1-888-391-0460.
- If you can still drive, continue your trip and report the damage within 24 hours from the time of the incident.
- Use our Resolution center to file your report.
- Learn the steps of the claims process in the US.
- Learn the steps of the claims process in Canada.
Roadside service costs
We’ll cover the cost to dispatch help to your location, and guests with legitimate needs will notbe charged for these services. However, if we determine that the need for service was caused by a violation of Turo policy, for example, an accident caused by racing or abandoning a vehicle to end a trip early, Turo will charge you the related roadside services costs. You may also be responsible for damages if your host files a damage claim. Guests who get a flat tire during their trip may be charged the cost to repair or replace the tire if it’s determined that the host was not at fault for the flat. Read more about flat tire charges.
Vehicle and key responsibility
You’re responsible for the vehicle until roadside assistance arrives. If the car is in an unsafe location, stay somewhere nearby and keep it in sight. Once help gets there, you can hand over the keys. You cannot leave the keys in the car and abandon the car. You’ll be responsible for all costs if the keys or the vehicle are damaged or go missing.
On-the-spot assistance
If you’re unable to drive the vehicle, roadside assistance will, whenever possible, fix the vehicle so that it’s operational.
Towing after unsuccessful on-the-spot assistance
If on-the-spot assistance is unsuccessful, the vehicle and any luggage or cargo will be towed. 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, the vehicle will be towed to the nearest maintenance facility. Turo will cover the towing costs.
Recovery after an accident
If your vehicle leaves the road as a result of an accident, roadside assistance will arrange for vehicle recovery. Recovery will also include any luggage or cargo.
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, contact support.turo.com. Or, call us at 1-415-965-4525 (US) or 1-888-391-0460 (Canada). We’ll arrange to get you to the nearest transportation hub. We’ll also refund you the remaining time of your trip as long as Restrictions listed below do not apply.
Restrictions
Roadside assistance and trip refund is not available if you:
- violate Turo’s Terms of Service
- allow an unauthorized driver to use the vehicle
- intentionally cause damage or misuse the vehicle
Roadside assistance is 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.