Before you report a late return
Before you report that your guest is late, do the following:
- Contact your guest via Turo messaging to let them know whether they should extend their trip.
- If your car is available, ask them to request an extension.
- If your car isn’t available for an extension, let your guest know and ask them to return the car.
- Message your guest in advance of the car return or no later than 24 hours after the scheduled trip end if you plan to charge for additional usage. See our Additional usage policy.
- Sample message: “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.”
- Turo can’t honor a request for additional usage unless you’ve taken this step.
- Email and call your guest and repeat the information you left in Turo messaging.
- Wait at least 30 minutes and no more than 24 hours after the scheduled trip end time before reporting the late return.
- Your vehicle’s protection remains active as long as you report the late return within 24 hours of the trip’s scheduled end.
- Expect limited help if you’re a Commercial Host. You’re responsible for assessing late fees as per the policies posted on your public vehicle listing.
Report a late return
The steps you take to report a late return differ depending on where you're located. See the steps for hosts in the US and hosts in Canada and the UK below:
Hosts in the US
Hosts in the US can follow this link to report a late return.
How to report a late return in Canada and the UK
Be sure you’ve followed the pre-reporting steps listed above. If you’ve done so, follow these steps to report a late return:
- Tap the “Get Help” prompt at the bottom of the Help Center screen.
- Enter your question.
- Scroll down and tap “Contact Support.”
- Then select Host > Trip issue > Late return or missing car > Phone.