Cleaning and disinfection policy – Turo Support

Hosts are required to provide guests with a clean and disinfected car. Refer to our cleaning & disinfection guide for step-by-step instructions on how to properly clean and disinfect a car.

Guests aren’t expected to clean or disinfect the car upon return, though if they return the car unreasonably dirty or are found to have smoked in the car, they may be subject to fees. Review the cleaning level table provided in this policy to see what’s considered dirty beyond normal use.

Cleaning and disinfection defined

Cleaning

Cleaning refers to the removal of dirt and impurities, including germs, from surfaces. Cleaning alone doesn’t kill germs, but removing germs decreases the risk of spreading infection. Clean first and then disinfect.

Disinfection

Disinfection works by using chemicals, like EPA-registered disinfectants, to kill germs on surfaces. Disinfecting doesn’t necessarily clean dirty surfaces or remove germs, but killing germs that remain on a surface after cleaning further reduces the risk of spreading infection.

Smoking and pet policies

Separate policies exist for smoking and pets. Guests and their passengers are not permitted to smoke in any vehicle in the Turo marketplace. Reference these policies for additional information regarding responsibilities and cleaning fees and fines.

Documenting the vehicle’s condition

Hosts and guests should thoroughly document a vehicle’s condition at check-in and checkout by taking multiple exterior and interior photos. This allows us to resolve any cleaning reimbursement disputes. Read detailed information about documenting a vehicle’s condition.

Guest rights and responsibilities

Guests are encouraged to contact the host via trip messaging prior to the trip to ask about their cleaning routine and the steps they take to disinfect their vehicle. During the check-in process, guests have the right to refuse a vehicle and cancel a trip if, upon inspecting the car, they have concerns that it hasn’t been cleaned and disinfected. Guests are only entitled to refunds if they contact customer support to report the issue. We don’t require evidence but strongly encourage guests to document the car’s condition. Guests must follow the processes outlined below for trips in a Turo Go-enabled vehicle and for trips in all other (non-Turo Go-enabled) vehicles.

Trips in a Turo Go-enabled car

Begin the check-in process.

Guests can check in for a Turo Go trip up to 30 minutes before the scheduled trip start time.

Assess the vehicle’s condition as you go through check-in.

If, at any point in the process, you judge that the vehicle was not cleaned and/or disinfected, stop. Do not complete check-in.

Contact Customer Support.

If you contact us before the scheduled start of the trip, we’ll help you cancel the trip and find a replacement car.
If you contact us up to 2 hours after the scheduled trip start time, we’ll reach out to the host to coordinate ending the trip early.
If you contact us more than 2 hours after the scheduled trip start time, you won’t be eligible for a refund.

Trips in all other (non-Turo Go-enabled) vehicles

For in-person check-in, guests should ask the host to stay until they’ve inspected the vehicle’s condition. For remote check-in, guests should inspect the vehicle thoroughly to assess cleanliness.
If a guest has concerns that it was not disinfected, they should neither accept the car nor check in for the trip.
Immediately contact Customer Support to cancel the trip and get help finding a new car or coming to an agreement with the host.

Guests are not expected to clean or disinfect the car upon return. However, if a guest returns the car in a condition requiring moderate, heavy, or severe cleaning (see cleaning levels table below), the host can charge them a cleaning fee. Guests who purchase a Cleaning Extra don’t have to clean the car before returning it and can return it with moderate-level cleaning required. They could still be charged for cleaning costs, however, if the vehicle requires heavy or severe cleaning.

Please note that a Cleaning Extra doesn’t allow guests to smoke in the vehicle — per Turo’s policies, smoking is strictly forbidden in all cars shared in the marketplace. Guests who purchase a Pet Extra could still be held responsible for cleaning charges. See Turo’s smoking policy and pet policy for more cleaning information.

Host rights and responsibilities

Hosts are required to provide guests with a clean and disinfected car following Turo’s cleaning & disinfection guide. Turo offers an in-app training course for hosts on how best to disinfect their car. Learn more about the course, its content, and benefits in this FAQ about COVID-19. If, during the check-in process, guests have concerns about cleanliness and disinfection of the vehicle, they are entitled to cancel the trip and receive a refund if they contact Customer Support. We’ll also help rebook your guest, if needed.

If the guest does not provide photo evidence that the car was not cleaned, hosts will receive the following:

Trips longer than 2 days: earnings for one day’s average trip cost plus 50% of any delivery fees. Host performance metrics will not be impacted.
Trips 2 days or shorter: 50% of one day's average trip cost plus 50% of any delivery fees. Host performance metrics will not be impacted.

However, if the guest provides photo evidence that the car was not cleaned (unclean cars can’t be disinfected), hosts will not receive earnings, and host metrics will be impacted for the cancellation.

Hosts who are flagged for multiple cancellations by guests due to cleanliness concerns may be reviewed and removed from the platform according to Turo terms of service.

Hosts can charge cleaning fees when the vehicle requires more than minimal or light cleaning from normal use. Hosts may also choose to offer a “Post-trip cleaning” Extra. Guests who purchase a Cleaning Extra can’t be charged for moderate cleaning, but could still be charged for cleaning costs if the vehicle requires heavy or severe cleaning supported by pre-trip and post-trip photo evidence (see cleaning levels table below).

If a guest violates the cleaning portion of this policy, the host may file a cleaning reimbursement request. If the guest disputes the charge, we’ll review the case. Turo relies on photo evidence to determine if a host is eligible for a cleaning reimbursement and if a guest should be charged a cleaning fee.

Cleaning level fees table

The cleaning levels and related amounts are as follows:

Ineligible for reimbursement

Light dirt and anything caused by daily driving, such as water spots, salt, bugs, and light dirt.
Minimal amounts of trash.
Small amounts of crumbs, sand, or dirt on floor mats that can be shaken off or vacuumed out.
Small marks that can be cleaned off easily by hand.

Moderate cleaning - Up to $50*

Car exterior is returned significantly muddier than it was received. Examples are: mud on car body, wheels, or windows.
Floor mats or upholstery are returned significantly dirtier than they were received. (For example, carpeted mats require more than a shake-out or rubber mats require more than a quick wash to be restored to original condition.)
Large amounts of food, dirt, or mud that can’t be shaken out and must be heavily vacuumed to remove.
Light stains or residue on hard surfaces. Examples are: liquid spills or sticky substances.
Mud, sticky substances, and heavy dirt buildup.

Heavy cleaning - $100

Major stains or residue on seat fabric or other hard-to-clean surfaces.

Severe cleaning - $150

A vehicle has suffered the violations noted above on an egregious level that would require steam cleaning or a full detail.

Pet hair - $150

If a pet enters the vehicle without a host’s consent, the guest will be held responsible for having the car cleaned.
Hosts may still charge cleaning fees if they give consent and the car is returned with significant amounts of pet hair.
Service animals are not excluded from cleaning charges.

Smoking - $50 - $150

$50 for smoke scent removal only.
$150 for smoke scent removal and physical remnants of smoking (e.g. ash, cigarette butts). If there is damage to your car (e.g. a burn mark), you should submit a damage claim, not a cleaning reimbursement.

Maximum - $250

A guest who returns a car with multiple cleanliness issues may have to pay up to $250.

Trips booked in Canada are priced in CAD. Trips booked in all countries in the eurozone are priced in euros (€). Trips booked in the United Kingdom are priced in pounds (£). Trips booked in the United States and everywhere else Turo is available are priced in US$.