How soon should I expect to be notified about added costs?
If you know you’ve incurred incidental costs during your trip, we encourage you to inform your host at the end of your trip so you can quickly cover those costs. We pass 100% of your payment on to your host (with the exception of mileage costs) and apply a 3% processing charge. If the host needs our help to submit the reimbursement, we charge an administrative fee of up to $25.*
Fuel replacement and Extra miles/kilometres
You must return a car with the same level of fuel it had at the start of the trip. You must also honor the mileage limit for the trip.
Hosts have up to 72 hours after a trip’s end to request reimbursement from you for fuel replacement and for any additional miles or kilometres traveled during the trip.
Tickets, Tolls, and Fees
Guests are responsible for moving violations and other tickets incurred during their trip, including parking tickets given up to 24 hours after the trip end. Guests must also pay the cost of any bridge or road tolls or fees charged in high-traffic areas, such as the London congestion charge.
Hosts can request funds for tickets, tolls, and fees within 90 days of the trip end via the Reimbursement tool; however, because each transportation authority has a different billing cycle, hosts have up to 90 days to submit these charges to Turo for guests.
You must return the vehicle in the same condition you received it. If the host has to clean the vehicle, they should use the Reimbursement tool for requests of $50 or less.
Hosts have up to 72 hours after a trip’s end to request reimbursement from you for cleaning.
If you book a trip with a Commercial Host those hosts may use not Turo to file for reimbursement for parking tickets, tolls, and cleaning. They should contact you directly to collect for these costs. For more information on Commercial Hosts, please check out this article.
You can see a complete list of incidental charges and costs for policy violations here.
How do I pay these costs?
The request for reimbursement will be on your Dashboard. We’ll also notify you via email. When you receive a reimbursement notice, you can pay the host directly through our website or the Turo app. If the charge is not correct, you must dispute it within 72 hours of the trip end by uploading documentation to the Trip Photos. That will notify Customer Support of your dispute, and we will begin investigation. If you and your host agree on a different payment amount, your host can withdraw their request.
If you don’t respond to or dispute a reimbursement request within 72 hours, it will automatically resolve in the host’s favor, and you’ll be charged the requested amount.
If you need to file a damage claim or report an accident, please use our Resolutions tool.
*Values are in CA$ for trips in Canada, € (euros) for trips in Germany and all countries in the eurozone, £ (pounds) for trips in the United Kingdom, and US$ for trips in the United States and all other countries where Turo is available.