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. Make a good faith effort to accommodate extension requests. Don’t make or agree to any verbal or off-Turo extension arrangements with your guest. Process all trip modifications through Turo. Other arrangements are not valid and may result in a penalty fee.
If your vehicle is unavailable for extensions, message the guest to tell them they’ll be charged for the additional usage. Here’s an example of a message you can send: “Dear <Guest Name>, I’d like to give you a heads up that I’ll be submitting a charge for additional usage if you keep/since you kept the vehicle past the scheduled end of your trip.” Then at least 30 minutes but no more than 24 hours after the scheduled end of the trip, report the late return and request an additional usage charge. Only report legitimate late returns. Misreporting could result in a $50* penalty fee or other penalties.
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; $50* improper return fee at Turo’s discretion**
*Values are in CAD for Canada, £ for the UK, and in US$ 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.