We understand that sometimes the unexpected happens during a trip — you might forget to refuel the car, or maybe you drive farther than the number of miles or kilometres included in your reservation. Fortunately, our Reimbursement tool makes it easy for guests to pay hosts directly for incidental trip costs.
Within 72 hours of the trip end, hosts are able to request funds from you for fuel level discrepancies and extra mileage. Please note that you are responsible for returning a vehicle with the same level of fuel it had when you picked it up whether that vehicle is gas powered or electric. Within 30 days of the trip end, hosts can request funds for tickets and tolls. In each instance, you’ll receive a notice via email that a host has requested reimbursement.
When you receive a reimbursement notice, you can pay the host directly through our website or through the Turo app. If the charge is inaccurate, you can message the host to dispute the reimbursement request. Hosts are also able to withdraw requests should the two of you agree upon a different amount. If you don’t respond to or dispute a reimbursement request within 72 hours, the request will automatically resolve for the host, and you will be charged the requested amount.
So whether you drove through that toll booth or drove farther than expected, we encourage you to let the host know so you can make a quick payment through the Reimbursement tool after your trip ends. The host will keep 100% of the cost they request from you (with the exception of mileage costs). There is also a 3% surcharge that goes directly to covering the cost of the transaction. If the host needs our help to submit the reimbursement, the administration fee will be $25.
For cleaning fees, late fees, or anything else, shoot us a quick message and we’d be happy to help you!
If you need to file a damage claim or report an accident, please use our Resolutions tool.
If you book a trip where a host is providing their own insurance (e.g., if you are using Turo in a country outside of the US or select provinces of Canada, or if you are within those areas but the host has declined Turo’s protection), hosts may still file for reimbursements for parking tickets and tolls through Turo by using the Reimbursement tool, or by contacting you directly for reimbursement. For more information on Commercial Hosts, please check out this article.