What do I do if my guest is running late?
Turo notifies guests to submit a trip extension if they’re running late. We expect you to encourage guests to extend and to accept extension requests whenever possible. A trip change is only valid if your guest makes the request through Turo and you accept it.
You must report a late return at least 30 minutes but no more than 24 hours after a trip’s scheduled end time to be eligible to charge for additional usage and related fees. If it’s been more than 24 hours since the scheduled trip end, report the issue, and we’ll follow up with the guest. Only report legitimate late returns. Misreporting could result in a $50* violation fee or other penalties.
Guests can submit an extension request at any time during their trip and up to six hours after the trip’s scheduled end time. If you report a late return and your guest submits a request to extend during the six-hour post-trip window, you have two options. You can deny the request, and the guest must return the vehicle immediately. Or you can accept the request, and we’ll extend the trip, disregard the late return report, and issue any additional earnings when we pay you out for the trip. You can charge the following amounts for additional usage:
- 0-29 minutes late: No charge
- 30 minutes to 1 hour 59 minutes late: ½ the average daily trip price; $50* improper return fee at Turo’s discretion**
- 2 hours or more late: Average daily trip price for 1 day + $20* late return fee; $50* improper return fee at Turo’s discretion**
*Values are in CA$ for Canada, £ for the UK, and in US$ for the US and all other countries.
**Improper return fee may be charged if the guest is unresponsive, abandons the vehicle, causes a trip cancelation, or other reasons determined by Turo.