There are three reasons why you might have been denied access to or removed from Turo:
- Low auto insurance score
- Policy violation
- Trust and safety issue
Low auto insurance score
Turo checks each applicant’s auto insurance score (AIS). This score tells us how likely it is that someone will file an insurance claim. An AIS plays a part in our decision whether or not to grant someone access to Turo. You can read more about AIS here.
If we denied you access to Turo because of a low auto insurance score, we would have sent you an email explaining this. Please check your Inbox and Junk Mail folder to see if you’ve received an email about this issue.
Our decision not to allow access because of a low AIS is final. If you believe that the score given to us was wrong, you may dispute it. The email you received tells you how to do so.
To be sure Turo stays a safe, secure, and trusted place to share cars, we remove members who have broken Turo’s rules. This includes users who don’t follow our Community Guidelines. Depending on the offense, we may first warn a user before we remove them from Turo.
If you violated a Turo policy, our Community Guidelines, or Turo’s Terms of Service, we would have sent you an email telling you what rule you broke. Our decision to remove a user from Turo because of a policy violation is final and cannot be reversed.
Trust and safety issue
Turo screens applicants when they create an account. We screen them again when they book a car. After that, screenings are ongoing and can be triggered by many things. That means you can be denied access to or removed from Turo at any time if our system finds a trust and safety issue with your account.
If we denied you access or removed you from Turo because of a trust and safety issue, we would have sent you an email letting you know. In some cases, you can appeal this decision. If that’s true for you, the email that you received would explain how to submit an appeal.
Unfortunately, we can’t tell you the specific reason why you can’t use Turo. We’re unable to tell you why even if you contact us directly. We don’t disclose the specifics of our screening measures because that would greatly reduce their effectiveness. In some cases, you might find it helpful to review our eligibility requirements, which are listed here.
Decisions about access are never personal. They are based solely on our pre-set screening policies.