When you submit a request via the Reimbursement tool, guests may accept and pay the requested amount, or they may dispute it if they think it’s incorrect. For example, if a host requests to be reimbursed for refueling the car and the guest says they returned the car with a full tank of gas, they may dispute the request. If a guest takes no action in 72 hours, the reimbursement is automatically resolved in favor of the host.
Certain reimbursements requests can’t be submitted via the tool and must be sent to Customer Support. Guests still have 72 hours to accept or dispute the request. If they don’t respond, a support agent will manually resolve in the host’s favor.
When a guest disputes a request, whether it was submitted through the Reimbursement tool or via Customer Support, we’ll ask both parties to submit whatever documentation they have for our review. The necessary documentation may vary depending on the type of request, but in most cases you’ll need pre- and post trip photos. Pre-trip photos must have been taken no more than 24 hours before a trip starts, and post-trip photos must have been taken no more than 24 hours after a trip ends. We strongly recommend uploading all pictures to Trip Photos so they can receive a timestamp (which we will review) and agents can easily access them to quickly resolve a dispute. You can read the details of the documentation required for fuel, excess distance, cleaning/smoking, tickets, tolls, and tow reimbursements here.
Relying on the material provided, we’ll determine whether to charge the guest or to resolve the claim without charging them. Having your pictures already uploaded to Trip Photos will speed up the process. If the documentation isn’t there when we review the dispute, we’ll ask you and your guest to submit the necessary material and give you a deadline. Once we have what we need, we’ll do our best to resolve the matter quickly.
Commercial Hosts must collect reimbursement for any incidental trip costs directly from their guests. The Reimbursement tool is exclusively for use by hosts who are using a Turo-provided protection plan; it is not intended for use by Commercial Hosts. You can read more about our Commercial Host program here.