You can request reimbursement for the cost of cleaning your car if a guest returns it to you dirty. We consider cleaning requests for cars returned with moderate to severe cleaning needs, smelling of smoke or other odors, or covered in pet hair.
We’ll review the photos you submit and assess an amount for cleaning costs based on the categories outlined here.
How long do I have to make a reimbursement request for cleaning my car?
You must upload photo evidence taken within 24 hours of the end of the trip to the Trip Photos. The Reimbursement tool is open for reimbursement requests for 72 hours after the trip. Check your car as soon as it’s returned so you have time to take pictures and make any requests.
We may not be able to approve requests for cleaning reimbursements that come in 24 hours after a trip has ended.
What do I need in order to request reimbursement for cleaning my car?
You’ll need photos to support your request. Please have the following:
- Photos showing the condition the car was in before the trip started.
- Photos showing the condition the car was in when it was returned.
Upload these pictures to the Trip Photos of the trip’s page. Pre-trip photos of the car should be taken no more than 24 hours before the trip start. Post-trip photos must be taken no later than 24 hours after a trip’s scheduled end time.
Your request will be turned down if you don’t have photos.
How do I document a smoke smell if I want to request reimbursement for cleaning?
We know it’s difficult to take a picture of a smell. We’re keeping that in mind when we review the case and taking it into consideration.
If there are any signs that a guest smoked in the car besides a smell (e.g. ash or a cigarette butt), you should take pictures of that and submit it as well.
Regardless of what documentation you have, you must report the issue within 24 hours of the trip end time to be eligible for reimbursement.
Commercial Hosts must collect reimbursement directly from their guests for any incidentals. Turo does not assist Commercial Hosts with reimbursement requests. If you want more details about our Commercial Host program, this article outlines some of the differences between having a Turo protection plan versus providing your own commercial rental insurance. If a Commercial Host submits a reimbursement request through the Reimbursement tool, we will resolve in favor of the guest.