If you’re a host who’s chosen a protection plan through Turo, you can use the Reimbursement tool to invoice guests for incidental charges and fees. You can submit invoices for refueling costs, additional distance charges, tickets, tolls, impound costs, cleaning, and smoking fees. You can also use the Claims resolution center to file a claim for physical or mechanical vehicle damage as permitted by the protection plan you choose. You can also submit a claim for a key replacements.
You can’t use the Reimbursement tool or Claims resolution center for payment of anything other than what’s listed above. Non-permitted uses include submissions for wear and tear or for pre-existing damage or mechanical issues. You can’t charge for payment processing, time, or anything outside of Turo's policies, nor can you submit convenience charges outside of what Turo permits. You can’t reopen or double charge a guest for a previously resolved case. You can’t choose a reimbursement field that doesn’t match the reimbursement type (eg. submit a cleaning fee in field for fuel replacement).
If we discover that you’ve misused the Reimbursement tool, Turo will deny the invoice or refund the guest if they’ve already paid. We’ll also fine you $50* per transaction. Turo reserves the right to charge additional host fees if we learn that the case includes other policy violations. Misuse of the Claims resolution center is covered in our Material misrepresentation policy. Multiple reports of misuse will be grounds for permanent removal from Turo.
*Values are in CAD for Canada, £ for the UK, and US$ for the US and all other countries.