Choosing a car
- Choose your location and travel dates to search for a car. You can filter your search results by price, vehicle make and model, mileage included, and other options. Once you find the car you want, you’ll submit a trip request. The car’s host has up to eight hours to approve or decline your request. If it’s approved, your trip is booked!
- Cars with a lightning bolt icon on their listing are available to “Book Instantly.” If the car is available for the dates, times, and location you need, you can book it immediately without waiting for the host to accept your trip request. Once you book, message the host to arrange pick-up and drop off.
- Cars with a “Business Class” badge have been selected by Turo for their quality and accessibility and belong to hosts who are responsive, experienced, and dependable. Business Class cars are no more than five years old, pet-free, have automatic transmission, and offer delivery services.
- Cars with a “Turo Go” badge are equipped with a device that allow you to lock and unlock the car from the Turo app. You must have the Turo app downloaded and updated on your mobile device to take a trip in a Turo Go car.
- Some cars are handled by Commercial Hosts -- hosts who offer their own commercial rental insurance to their guests. Cars that are offered by Commercial Hosts are labeled as such on the vehicle listing.
- Choose a car that offers enough miles/kilometres for your trip. We display the total distance allowed for your trip under the heading “Distance Included” on the vehicle listing page. We show it again on the checkout screen. Directly below, we display the price per mile/kilometre the host charges if you exceed the distance allowed for the trip. You are responsible for distance overage costs.
Booking a trip
- Availability for all trip requests is displayed in the local time of the car’s location.
- You may make only one trip request for a specific set of dates. If your host doesn’t respond within eight hours and the request expires or if you withdraw your request before it’s accepted, you may submit another request. If you need to book another car for a different date(s), you can submit that trip request as long as the times/dates don’t overlap with any other pending request. In short, you can’t book two cars at the same time.
- Your trip is booked once the host accepts your trip request. If you’ve chosen a “Book Instantly” car, you trip is booked as soon as the request is processed. We’ll notify you of a booked trip by text message, email, and/or iOS app notification -- your choice. A booked trip means your trip is paid for and all set to go! You can see your booked trips in the “Upcoming” tab of your Dashboard.
- Communicate with your host about where and how you’ll pick up the car. Although you’re not able to ask a host questions before you book, you can include a message with your trip request. Learn how and read more about good guest/host communication here.
Picking up the car
- Bring your permanent driver’s license when you come to pick up the car. If you have a temporary license and want to verify that it will be valid for your trip, contact us at support.turo.com. Your host cannot give you the car if you do not present them with a valid license.
- You and your host may have agreed that you won’t meet in person at the start of the trip but instead will do a remote key exchange. You can learn more about how remote key exchanges work here.
- If you’ve booked a Turo Go car, read more about accessing the car here.
- Check the car thoroughly at the start, either with your host or on your own. We strongly recommend that you take pictures. Use the check-in process in the app if you’re unsure what pictures to take and how to upload them to your Trip Photos. You can read more specifics about what photos you should take here. You are responsible for returning the car in the same condition in which you received it. Photos of the car are the only way to document its condition.
- If the car seems unsafe, is unacceptably dirty, or something simply doesn’t seem right, please report it to Turo and your host before you take possession of the car! If you and your host can’t come to an agreement about the issue, Turo may be able to help you cancel your trip and find a new car.
During your trip
- If you need to keep the car for longer than you planned or realize that you’re running late, you must submit a trip modification request. Similarly, if you want to return the car early, you must request a trip modification. Hosts must approve any changes to a trip via the Turo system in order for them to be valid. Learn more about how to extend or shorten a trip here. You may be charged for the cost of additional usage if you bring the car back later than the scheduled return time.
- If you have a mechanical issue, flat tire, or are involved in an accident during your trip, we can send roadside assistance to help you. Guests who’ve booked a trip with a Turo person-to-person host (not a Commercial Host) have 24/7 access to roadside assistance.
- Be proactive about reporting tickets or tolls.
- Be proactive about reporting damage or accidents.
- You may not smoke, tow, or race in any Turo vehicle. You can read our Prohibited uses policy here.
Returning the car
- Replace the fuel. Cars must be returned with the same level of fuel they had at the start of the trip.
- Clean the car. Cars should be returned in the same condition in which you received them.
- Check the car for damage and take pictures to document the car’s condition post-trip. If you don’t take pictures, you may be held liable for damage reported by your host.
- Make sure you return the car to the right location. Some hosts might have designated parking spaces; some hosts rely on street parking. If you’re parking the car on the street, make sure you park somewhere where it’ll be safe from tickets and tows for 24 hours.
After the trip
- You may be asked to reimburse the host for an incidental cost from the trip. Hosts usually request this through the Reimbursement tool. You can find a complete list of incidental costs here.
- If you or your host has reported vehicle damage, a member of our Claims team will contact you. If you have more questions about that process, check out our claims FAQs here.
- If you dispute a reimbursement request or a damage claim, we’ll ask you to provide supporting documentation (including photos). We’ll review information submitted by you and your host before determining whether or not you’re responsible for the related costs.
If at any time you are unsure what to do or simply need help, you can contact us. We’re happy to answer your questions.