Hosts are counting on guests to return cars at the originally-scheduled trip end time. If guests are late, it can cause a lot of inconvenience and stress for the host and future guests. This is why we always recommend requesting a trip extension with as much notice as possible.
Guest Responsibility
We expect our guests to be thoughtful and return the car on time. If there is any chance of a late return, the guest must request an extension on the website or app as soon as possible, and contact the host to let them know after making the request. If an extension can't be booked (whether because the host or car is unavailable, there are insufficient funds, or otherwise), the guest must return the car at the originally-scheduled end time. If the guest is excessively late, they will be charged for the cost of the additional usage and may be subject to fees and fines.
Keep in mind that extensions are only considered valid if they are made through the Turo Dashboard and approved by the host; verbal or off-Turo agreements for different end times are not permitted.
Host Responsibility
As a community-based platform, we expect hosts to make a good faith effort to accommodate extension requests. If any host wishes to charge a guest for the additional time they had the car, the host must take specific actions first:
- Raise the issue with the guest directly in Turo messaging.
- Encourage the guest to extend the trip, if possible.
- Notify the guest that they will be charged for the additional usage.
For details about how to report a late return to Turo and receive reimbursement for the additional usage, please read this article.
Additional usage costs
All of the fees related to late returns are outlined below and on our fees and fines page. A guest will not be charged and a host will not be paid a late fee if the guest is less than 30 minutes late.
Cost of additional usage
If a guest returns a vehicle more than 29 minutes late, they may be charged for the additional use. This is billed by an average of the daily rate of the vehicle, including the trip fee and any other applicable fees such as the young driver fee and the protection fee.
Late return fee
If a guest returns a vehicle more than two hours late, the guest may be charged a $20* late fee.
Improper return fine
If a guest is more than 24 hours late, is unresponsive, or caused a trip cancellation because of their lateness, they will be charged an improper return fee at Turo’s discretion.
Host misrepresentation
In the case that a host has misreported a late return, we’ll take action ranging from a $50* fine to removal from our platform.
*Values are in CA$ for trips in Canada, € (euros) for trips in Germany and all countries in the eurozone, £ (pounds) in the United Kingdom, and US$ for trips in the United States and all other countries where Turo is available.