Fast Facts:
|
Guests must return the car at the scheduled end of the trip. If guests are running late, they should inform the host and request a trip extension. If your guest hasn’t returned the car or contacted you by the end of the trip, don’t panic!
Try to contact them
We suggest you first contact your guest to see why they’re late and when you can expect your car back. If you can’t get hold of them, try giving them some time to get in touch with you.
Can’t get a hold of them? We can help!
Our Customer Support team will be available during business hours to help you contact your guest. Turo offers limited help to Commercial Hosts.
Report a late return
To charge your guest for their additional usage, please contact us within 24 hours of the scheduled end of the trip. Select the option “Trip issue” and then “Late return or missing car” so that your request is directed to the right team. In order for your request to be approved, you MUST provide the following in your message:*
- The guest's name.
- The date and time of the trip.
- The actual return time.
- The trip ID number.
In order for Turo to honor the request, as a host, you must notify guests in Turo messaging that the vehicle is late and they will be charged.
You can review more about host responsibilities around late returns in our additional usage policy here.
Is my car still protected if my guest is late?
Don’t worry — while the guest’s protection may be reduced or voided because of the late return, if you selected a Turo protection plan, your protection as a host remains unaffected as long as you report the issue to us within 24 hours of the scheduled trip’s end.
*Please note that if you’re a Commercial Host, you’re solely responsible for assessing late fees according to your own policies as outlined on your public vehicle listing.