Sometimes guests may forget to top off the gasoline after a trip, or maybe they drove a little farther than the allotted distance. To make it easier for you to get reimbursed for these costs, we encourage you to use our Reimbursement tool.
To request reimbursement, find the trip on your Dashboard. Click ‘Request reimbursement’. Your guest then can either pay the compensation request, or dispute the amount.
You’ll keep 100% of the earnings from a compensation request regarding tickets, tolls, or gas. For mileage reimbursements, Turo takes our usual take rate based on your protection plan. The guest will also pay a 3% payment processing fee to Turo.
If you're requesting compensation for fuel or mileage, you have up until 72 hours after the trip ends to file a reimbursement request directly with your guest. For fuel reimbursements, we will require dated receipts of the cost to replace any gas used by your guest. If you're requesting compensation for a ticket or toll, you have up until 30 days after the trip ends. Please note that you won’t be able to use the reimbursement tool for tickets and tolls after 30 days, but we are happy to review those charges up to 90 days after the end of the trip. (Turo will not reimburse owners for tickets or tolls that are reported to us more than 90 days after the trip in question ended.)
In instances where your guest disputes the charge, you may be required to provide photo documentation of fuel and odometer levels (plus applicable receipts) taken promptly after the trip ended, and in no event more than 24 hours later. (If we do not receive this documentation on time, we will not be able to uphold your claim in a disputed case!) If your guest doesn’t respond to the request within 72 hours, it will automatically resolve, and you will be reimbursed.
The Reimbursement tool should only be used for additional distance fines, fuel reimbursement requests, and parking ticket or toll payments. If you or your guest wish to discuss issues related to lateness or cleaning, please contact us directly with your documentation, within 24 hours of the end of the trip in question. If you wish to file a damage claim or report an accident, please use our Resolutions tool.
*US Owners receive 65%, 75%, or 85%, depending on which of the three vehicle protection plans they’re enrolled in. By default, owners receive 75% under our Standard plan. Canadian Owners can currently only enroll in the Standard Plan.