Reporting a late return

Fast Facts:

  • Always contact your guest and ask them to request a trip extension. 
  • If you can’t reach your guest, contact support. 
  • If asking for additional usage reimbursement, you must: 1) message your guest to let them know they’ll be charged, and 2) report the late return within 24 hours after the scheduled trip end. 

What to do if your guest is running late

If your guest is running late:

  1. Try to contact them. 
    • If you haven’t already, use Turo messaging to tell your guest to extend their trip.
    • If your vehicle isn’t available for an extension, let them know.
    • Ask them why they’re late and when you can expect your car back. 
    • Try emailing and calling them, too. Give them 30 minutes to get back to you. 
  2. If you can’t get in touch with your guest, contact customer support during business hours.  
    • Turo also offers limited help to Commercial Hosts.

How to report a late return and request reimbursement

To report a late return and charge your guest for their additional usage:

  1. Wait at least 30 minutes after the trip ends and no more than 24 hours after the scheduled end to file your report. 
  2. Make sure you’ve notified your guest via Turo messaging that the vehicle is late and you plan to charge them. 
    • Turo can’t honor your reimbursement request unless you’ve taken this step. 
  3. Contact us by tapping the “Get Help” prompt at the bottom of the Help Center screen. 
    • Select the option “Trip issue.” 
    • Then select “Late return or missing car.” 
    • This will direct your request to the right team. 
  4. Don’t worry about protection. 
    • Your vehicle’s protection remains active as long as you report the late return within 24 hours of the trip’s scheduled end.

You can review guest and host responsibilities in our Additional usage policy. Commercial Hosts are responsible for assessing late fees as per the policies posted on their public vehicle listing.

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