Cleaning policy

 

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:

  1. Do not accept the car nor begin the trip.
  2. Take photos documenting the car’s condition.
  3. 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
  • 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, mats require more than a shake-out 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 build up. 

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 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$. 

 

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