How do I dispute an invoice from my host?
If your host invoiced you for an incidental cost or fee that falls outside the list of costs or policy violations Turo permits a host to charge for, you can dispute it. Before you dispute an invoice, read more about your responsibilities for a car while on a trip to confirm whether your host’s request is legitimate. If you decide to dispute, open the email or in-app notification you received or go to the Trip details page of the trip in question. Follow the link there to view the invoice. Scroll to the bottom of the invoice and tap “Dispute.” We’ll prompt you to identify the charge you’re disputing and why. We’ll also remind you to upload to Trip photos any relevant pre- and post-trip photos. You must have taken photos no more than 24 hours before trip start and no more than 24 hours after trip end.
Once you submit your dispute, we’ll notify your host. They’ll have 72 hours to either: 1) cancel the invoice; 2) send you a new invoice for a revised amount; or 3) escalate the invoice to our customer support team to resolve. If you change your mind and your host hasn’t yet escalated the invoice, you can still pay it by viewing the invoice and tapping “Accept and pay.”
Never pay your host directly for any costs or fees. Doing so is a violation of Turo’s Gray Market transaction policy. It may also limit our ability to help you if your host submits an invoice for a charge you’ve already paid. If you booked a trip with a Commercial Host, you must contact them to dispute a charge and work it out without intervention from Turo.
How does Turo resolve a disputed invoice?
If your host escalates the disputed invoice to customer support, we’ll review the pre- and post-trip photos you and your host uploaded to Trip photos. We rely on photo evidence in deciding the outcome of a dispute, so make sure your photos clearly show the area(s) in question. If we find in your favor, we’ll notify you, and you’ll owe nothing. If we find in favor of your host, we’ll email you our ruling and charge your payment card on file for the approved amount.