Sometimes guests may forget to top off the fuel after a trip, or maybe they drove a little farther than the allowable distance. To get reimbursed for these costs quickly and easily, you can use the Reimbursement tool.
To request reimbursement, click on the “Activity” tab and scroll to find the associated trip. Click into the trip and choose “Request Reimbursement” from the menu on the right. Your request will be sent to your guest, who can either pay the compensation request or dispute the amount.
You keep 100% of the earnings from a compensation request for tickets, tolls, or fuel. For mileage reimbursements, Turo takes a percentage based on your protection plan.* The guest will also pay a 3% payment processing fee to Turo.
You have up until 72 hours after the trip ends to file a reimbursement request directly with your guest for fuel or mileage. For fuel reimbursements, you must submit a receipt to verify the cost of the gas you purchased to refill the fuel level in your vehicle. The purchase must have been made within 24 hours after the trip ends Additionally, you must submit pre- and post-trip photos of the fuel gauge.
If you have an electric vehicle, you won’t have a refueling receipt. Instead, if your EV is returned to you with a lower fuel level than it had at the start of the trip, you’ll be reimbursed based on the level of fuel in your EV when it’s returned to you. If your electric vehicle is returned half full or less (0%-50%), you’re eligible for a $20 reimbursement. If your EV is returned more than half full (51%-90%), you’re eligible for a $10 reimbursement. If your EV is returned with a fuel level of 91% or more, it will not qualify for reimbursement. You will submit fuel gauge photos when requesting your reimbursement, but no additional documentation will be required.
For mileage reimbursements, you must submit pre-trip and post-trip photographs of the vehicle’s odometer.
You have up until 30 days after a trip ends to request compensation for a ticket or toll. You must submit a photograph of the ticket or toll and a photograph of the receipt that shows that you have paid the associated charge. Please note that you will not 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 a trip ends.
If your guest disputes a charge, you will be asked to provide any necessary photo or receipt documentation that you may have failed to submit at the time of your reimbursement request. You will have 24 hours to submit this documentation. 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 your reimbursement request within 72 hours, it will automatically resolve, and you will be reimbursed.
The Reimbursement tool should only be used for additional mileage overages, 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 enroll in the Standard Plan only.