Can my guests pay this charge directly?
Yes. Guests can pay this charge up to 90 days in advance, on the day of their trip, or up until midnight on the following charging day. Please include this payment link in your vehicle description to make it easy for guests to pay this charge. You can read the full policy regarding these charges here.
What if my guest doesn’t pay the charge directly?
If a guest doesn’t pay the charge on time, you’ll receive a letter from Transport for London detailing the amount owed. If you have a Transport of London account, a notice will be posted on the account. We recommend that all hosts with a car in London, and hosts who expect their cars to be driven in the London area, create a Transport for London account. The link to create an account can be found here. You may also want to Once you’ve created an account, you may find it best to sign up for auto pay, which will allow the system number of charging days a vehicle travels within the charging zone each month and bill you each month.
How much is the charge and how will I be reimbursed?
The initial penalty for an unpaid charge is £160. This penalty must be paid within 28 days. However, if you pay the penalty within 14 days, the cost is reduced to £80. Hosts should plan to pay the penalty and then request reimbursement via the Reimbursement tool. If you have a Transport for London account, you can easily see whether or not a guest has paid the charge. If they’ve failed to do so by midnight of the next charging day*, you can proactively pay the penalty rather than waiting to receive notice from Transport for London. This allows you to pay just £80 and to request reimbursement from Turo more quickly.
*Guests who incur a congestion charge on a Friday, Saturday, or Sunday, have until midnight Monday to pay the charge.
Turo will reimburse you for the full amount of your payment. Your guest will pay an additional 3% payment processing fee to Turo.
How much time do I have to request a reimbursement?
The Reimbursement tool is open for 30 days after a trip ends. Please submit requests for reimbursement as soon as you have paid the charge. In the unlikely event that you received notice of a congestion charge after 30 days, please, contact Turo support for help. If eligible, we’ll consider reimbursement within 90 days, even though the tool is closed. We’re not able to accept requests that are submitted more than 90 days after a trip ends.
What must I submit when I request reimbursement?
When you submit your request via the Reimbursement tool, we’ll need to see two things:
- A photo or screenshot of the congestion charge that shows the date, time, and identifying information for your car.
- A photo or screenshot of the your payment receipt for the charge.
Upload these images to the Trip Photos section of the associated trip. We’ll look there to verify that the charge(s) are tied to the correct guest and trip and that you’ve paid the charge(s).
We will reimburse hosts up to a maximum of £160 for this charge. We may be unable to reimburse you for charges that are submitted without this documentation.
Can I request reimbursement for delinquency penalties?
Turo will reimburse hosts up to a maximum of £160 for a congestion charge. Penalties incurred for non-payment or late payment (past 28 days) are not eligible for reimbursement.