Guests have a 72 hour window to respond to all reimbursement requests. They may dispute any request if they think it’s not correct. An example would be if a host requests reimbursement for gas when the guest says they returned the car with a full tank.
When a guest disputes a request, we’ll ask both the host and guest to submit whatever documentation they have. We’ll review the documentation and make a determination to charge the guest or resolve the claim without charging them. Having your pictures already uploaded to Trip Photos will speed up the process.
In order to remain unbiased, we can only make a decision based on the material provided.
What documentation do I need when a guest disputes reimbursement?
The required documentation varies depending on the type of request. We recommend you review the articles on fuel, additional mileage, cleaning and smoking, and tickets and tolls reimbursements for the full details.
The best way to ensure any dispute is resolved quickly is to upload all these pictures to the Trip photos. We do take the time of your photos into consideration. Be sure to upload pre-trip photos before you give the keys to your guest, and take post-trip photos as soon as the car is returned.
Read the FAQs linked above for a complete understanding of what we look for.
How long does the dispute process take?
We know you want to get these issues resolved quickly. When we review a request, we’re checking to see that the necessary photos have been uploaded to Trip photos, and that the amount requested is correct.
Having all the required photos uploaded helps us resolve the dispute quickly.
If the documentation is not uploaded when we review the dispute, we’ll ask both you and your guest to submit the necessary material and give you a timeline. Once we have all the information from you and your guest, we’ll do our best to resolve the matter quickly.
Commercial Hosts must collect reimbursement directly from their guests for any incidentals. 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.