How does delivery work?
You can set your vehicle as available for delivery when you create your listing or add delivery at any time. The delivery fee you set covers the cost of vehicle drop off and pick up. You’ll receive a percentage of the delivery fee depending on the protection plan* you choose. If you select a protection plan, you’ll receive third-party liability coverage when delivering a car at check-in. You won’t receive liability coverage when retrieving the car at the end of the trip. Hosts in British Columbia aren’t covered during any part of the delivery period.
The following criteria and restrictions apply to delivery on Turo:
- You must disclose whether guests will be required to pay a parking fee at the delivery location. You must include that information in the “Car description” field in the “Details” section of your vehicle listing. Failure to do so could result in a fee. Read more about charging guests for parking below.
- You may not charge guests for the cost of fuel to deliver a vehicle.
- You may not ask your guest for a ride home from a delivery location.
- You may not deliver in the state of New York. This includes Commercial Hosts whose vehicles are registered in New York.
- You may not deliver to an airport where delivery restrictions are in place. Check our airport delivery instructions to see if Turo has a delivery agreement at an airport near you.
- You may not arrange for or accept payment for delivery outside of Turo. Doing so violates our Gray market transaction policy and Terms of Service.
*US hosts who chose the Premium, Standard, or Minimum plans (available before July 1, 2020) receive 65%, 70%, or 85%, respectively. US hosts who choose the 60 plan, 70 plan, 75 plan, 80 plan, or 85 plan (available as of July 1, 2020) receive 60%, 70%, 75%, 80%, or 85% respectively. Canadian hosts who choose the Standard plan receive 70%. UK hosts who chose the Standard plan (available before September 1, 2020) receive 75%. UK hosts who choose the 65 plan or 75 plan (available as of September. 1, 2020) receive 65% or 75%, respectively. Commercial Hosts in the US receive 92.5%. Commercial Hosts in all other regions where Turo operates receive 80%.</div>
How do I set delivery?
Delivery to popular locations
To enable delivery at popular places near your car’s location, log onto Turo, select your vehicle, and tap “Location & delivery” from the menu. Once there, choose a point of interest for delivery (up to 10 allowed) from the map. If a location doesn’t appear on the map, find it by typing the name in the map search bar. Enter a delivery fee, select a guest check-in method, and add instructions. Use “Additional instructions” to list lockbox codes, remote access how-to’s, meeting place details, and the like. Guests will see the information you add here only after they’ve booked their trip. If you have information you want guests to see before they book, choose “Details” from the vehicle listing menu and include it in the “Car description.”
Delivery to guest-selected locations
To offer delivery to a location your guest chooses, select “Guest’s location” as the delivery option. Enter your delivery fee and the distance you’re willing to travel to deliver your vehicle. You can choose an incremental distance option or choose to have no distance limit by selecting “anywhere.” You’ll only receive custom delivery requests that fall within your chosen radius. Delivery radius is “as the crow flies,” so the actual distance by road may be longer.
Can I charge guests for parking at a delivery location?
If guests must pay a parking fee to enter or exit at a delivery location, you must disclose that in the “Car description” field in the “Details” section of your vehicle listing. If you don’t, guests can contact us for a parking fee refund, which we’ll deduct from your earnings. You must also make it clear if guests will be responsible for the fee or if you’ll reimburse them. We suggest you also include this information in the delivery “Additional instructions” and remind guests via Turo messaging when they book their trip.
To create a smooth delivery experience, tell guests as much as you can about parking fees. For example, tell them the maximum amount they might expect to pay (if you know it with certainty). Let them know if rates are higher on weekends and holidays and if arriving late for trip start could mean an increased fee.
If you plan to cover the cost of parking, you have these two options for doing so:
- Tell the guest in Turo messaging that you’ll reimburse them. In that message, instruct them to contact a Billing agent via chat once the trip ends. Tell them to point the agent to your note in Turo messaging and to be ready to submit a photo of their receipt. Once the agent confirms the guest’s request is valid, they’ll issue the reimbursement and subtract the amount from your earnings.
- Leave the parking fee amount in cash in your vehicle. Tell your guest where to find the cash and if you expect them to leave any remaining amount in the same spot. A parking fee cash transaction is not a violation of Turo’s gray market policy. Take and upload a photo of the cash in the car at check-in to help resolve any issues if a guest says you didn’t leave the money as planned.
Can I change my delivery locations?
You can change your delivery location(s), delivery fee and check-in type at any time, but the change won’t apply to pending or booked trips. You can ask a booked guest if they’re willing to change their delivery location, but they’re not required to do so. If you can no longer deliver to their booked location, your guest has the right to cancel the trip.
Can my guest change their delivery location?
Guests aren’t able to set one location for pickup and a different location for drop off when they book their trip. But once a trip is booked, they can request your approval to change their vehicle pickup and/or drop off location. If they do, we’ll notify you, and you’ll have up to 8 hours (or less, depending on the lead time) to approve or decline the change. Guests can request a change only to a location where you already offer delivery or to one within your delivery radius.
A change to the delivery location may change the delivery fee you receive. That’s true if your pricing for the new location is different than that for the original. If we’ve already charged your guest for delivery, we’ll adjust your earnings to reflect any change in the delivery fee. If your guest changes one delivery location only, your new delivery fee will be 50% of the delivery fee for the original location and 50% of the delivery fee for the new location.