Turo’s top priority is the safety and security of our marketplace! For this reason, we ask that all hosts and guests refrain from requesting, accepting, or making payments outside of Turo. The best way to protect yourself and build a positive experience is to make all payments directly through Turo. It also makes it easy to find pertinent information in the event of a dispute, no-show, or issue with a trip.
Avoid the following:
Transactions Turo is unable to guarantee or condone include, but are not limited to, paying for the following types of items outside of Turo (i.e. via PayPal, cash, check, credit card, Square, Bitcoin, Venmo, or any other method of payment):
- Trip costs
- Trip extensions
- Late fees
- Delivery
- Mileage overage charges
- Reimbursement for cleaning fees
- Charges for additional products
- Tickets/Toll reimbursement
- Deposits
- Insurance or vehicle protection
Additional Information for Hosts
Gray market transactions put the host at greater risk. Participating in gray market transactions will void any Turo-provided coverage (liability insurance and physical damage protection) for the trip in question, including protection for accidents, damage claims, roadside assistance, and any support we might provide in usual circumstances. When payments are made outside of Turo it limits our ability to monitor and assist, and in some situations voids our ability to complete the transaction on your behalf. In addition, we are unable to issue reimbursement for late returns, mileage overages, and tickets and tolls without proof of payment through our marketplace.
Additional Information for Guests
When payments are made outside of Turo it limits our ability to monitor and assist, and in some situations voids our ability to assist in a dispute. Without proof of payment through our marketplace, we cannot protect against a guest being double-charged for gas, mileage, violations, or other additional fees.
The Reimbursement tool is the best way to make payment to a host for a reimbursement. It’s an added layer of security to make sure all transactions are monitored and tracked.
What should I do if someone requests payment outside of Turo?
Receiving payments and communicating outside of Turo makes it harder for us to protect your information and puts you at a greater risk of fraud and other security issues. That’s why we require payments and communication through the platform. If someone ask you to make a payment of any kind outside of Turo please contact a member of our support team by submitting a request here.
The only exception to the Gray Market rule is in the case of a damaged Extra or when working with a Commercial Host (a car rental company who has declined a Turo protection plan and has opted to directly provide commercial rental liability coverage to the guest). Only in these limited circumstances may a host collect payment for insurance, protection plans, CDW, claims, mileage, gas, deposits, and young driver or late fees outside of the Turo platform. However, hosts and their guests must always complete basic trip costs and extension payments via the Turo platform, even for Commercial Host trips.