Roadside assistance for your vehicle and your guest
Roadside services are available 24/7 for accidents, breakdowns, and other issues if you chose the Standard protection plan (available before September 1, 2020) or if you choose the 65 plan or 75 plan (available as of September 1, 2020.) Turo will provide roadside and transportation assistance through our roadside assistance partner, FMG. Turo covers the call-out charge to the roadside location. However, depending on the circumstances and services provided, you may be responsible for the service fees and any supplementary costs. If you’re a Commercial Host, you’re responsible for arranging roadside assistance independently with your guest.
If the vehicle is undriveable, FMG roadside will try to fix it so that it’s operational. If they can’t, they’ll tow the vehicle and any luggage or cargo to your preferred garage within 50 miles. If we’re unable to reach you, FMG will tow the vehicle to the nearest garage or secure storage unit.
Do your best to ensure guests know how to get roadside help. Keep a copy of your Turo incident information card in your vehicle so guests have instructions for contacting roadside assistance and proof of financial responsibility. If a guest contacts you to report a breakdown, requires roadside assistance, or has an accident that leaves the car undriveable, tell them to call 0344 243 8660. If your guest gets into an accident and the car is still driveable, tell them to report the damage within 24 hours.
Roadside service costs
UK
Roadside assistance is available in Great Britain, including Northern Ireland. Who pays depends on who caused the need for the service. You’ll be responsible if service was needed because the vehicle was mechanically unsound or improperly maintained. Your guest may be responsible if service was needed because of carelessness, abuse, or a violation of Turo policy. If your guest gets a flat tyre on your trip, you may be responsible for the cost to repair or replace the tire if we find that the flat was due to neglect or poor maintenance. If you’re found to be at fault for a roadside incident, you could be charged roadside costs up to £500*. That includes a callout fee of 156£ plus the cost of service and/or parts, if any, and towing costs, if necessary, including travel charge per mile. You may also lose your earnings for any unused days of an affected trip.
Europe
Guests should inform you via Turo messaging if they plan to drive in Europe. If you choose not to approve their plans, you can cancel the trip at no cost to you. Choose the cancellation reason “I’m uncomfortable with the trip,” and an agent will contact you. If you do approve, you must ensure your vehicle is capable of making the trip. Turo has roadside service providers available in most EU countries, and who pays for roadside services depends on who caused the need for service. If you’re found to be at fault, we may charge you up to £1,000*, and you may also lose your earnings for any unused days of an affected trip. We recommend you purchase additional coverage to reduce costs should you be found at fault for a roadside callout.
*Charge varies depending on circumstance and location and includes callout cost, cost of service and/or parts, towing costs, if any, including travel charge per mile.
Replacement transportation for UK hosts
If you’ve selected the Standard plan (available before September 1, 2020), we’ll provide you with up to £35 per day in Turo travel credit for up to 10 days (£350 maximum). This credit will expire 30 days after the issue date. If you choose the 65 plan (available as of September 1, 2020), you’ll be eligible for a courtesy car through our third-party claims management vendor if you have only one car listed on Turo, have filed a damage claim for that car, are having repairs made by a mechanic in the repair network of our claims management vendor, and those repairs will take more than 3 days.
Best practices
You can help ensure guest safety and save money by being prepared. Keep a full-size replacement tire in your car, and tell your guests where they can find it. Let guests know if your lights are automatic and how to switch them on/off. Tell them what fuel your car needs or the location of the charging plug for an EV. We encourage you to include this information in your vehicle listing. You may also choose to have your own roadside assistance provider in place. Then, if a guest contacts you for roadside assistance, you can call your provider, coordinate with your guest, and avoid charges from Turo in case you’re responsible for the costs.
Restrictions
Roadside assistance coverage isn't available if you or your guest violate Turo’s Terms of Service, allow an unauthorized driver to use the vehicle, or intentionally cause damage or misuse the vehicle. It’s not available for civil commotions or civil unrest. Nor is it available for damage resulting from acts of war, or nuclear energy or attacks. Roadside assistance is not available for earthquakes or weather-related incidents (flood, storms, etc). It doesn’t extend to the cost of fuel, insurance, or road charges/tolls.