We expect hosts to provide guests with a clean car. We expect guests to return the car in the same good condition.
Documenting the vehicle’s condition
Hosts and guests should take multiple photos of the vehicle inside and out at the start and end of a trip. We suggest the following:
Interior photos that show:
- The condition of the car
- Areas that are dirty
- Items left in the car
- Interior scratches or tears in the upholstery
- The dashboard
- Fuel gauge
- Odometer
Exterior photos that show:
- The condition of the car
- Scratches, dings, and dents on the car’s body
- Scratches or scrapes on the bumpers or tires
- Areas that are exceptionally dirty
- Cracks in the windshield or sunroof
The best way to capture and save these photos is via the trip check-in and checkout feature in the Turo mobile app. It guides guests and hosts through a series of photos to take. They can also take additional shots like those recommended above. The app places a timestamp on the photos and uploads them to Trip Photos. Photo upload happens in the background, so you don’t have to wait for this process to be complete before beginning your trip. Pictures uploaded to Trip Photos can be easily viewed by both parties and accessed by Customer Support.
Reimbursement and review
If a guest violates this Cleaning policy, the host may file a cleaning reimbursement. If the guest disputes the charge, we’ll review the case. Turo relies on photo evidence to determine if a host is eligible for reimbursement and if a guest should be charged a cleaning fee. In the event of a dispute, Turo will use its discretion to determine the amount of the reimbursement.
Guest rights and responsibilities
If a guest finds a car to be unacceptably dirty, they should follow these steps:
- Do not accept the car nor begin the trip.
- Take photos documenting the car’s condition.
- Contact Customer Support immediately for help finding a new car or coming to an agreement with the host.
If the guest accepts the car or begins the trip without photos, we won't be able to help resolve any later disputes about the car's cleanliness. Guests are only entitled to refunds if they document the vehicle’s condition, report the issue, and cancel the trip. Turo will review the issue and decide if a refund is warranted.
If a guest returns the car dirty, the host can charge them for cleaning costs. Guests who purchase a Cleaning Extra don’t have to clean the car before returning it. But they could still be charged for cleaning costs if they return the vehicle in extremely filthy condition.
A Cleaning Extra doesn’t allow guests to smoke or to have pets in the vehicle. These are prohibited activities. The only exception is when a host gives explicit written consent for these activities via Turo messaging.
Fees and Fines
The cleaning levels and related reimbursement amounts are as follows:
Ineligible for reimbursement |
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Moderate cleaning - Up to $50* |
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Heavy cleaning - $100 |
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Severe cleaning - $150 |
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Pet hair - $150 |
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Smoking - $50 - $150 |
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Maximum - $250 |
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Trips booked in Canada are priced in CAD. Trips booked in Germany and all countries in the eurozone are priced in euros (€). Trips booked in the United Kingdom are priced in pounds (£). Trips booked in the United States and everywhere else Turo is available are priced in US$.