Roadside assistance – US and Canada hosts
Roadside assistance is available 24/7 for accidents, breakdowns, and other issues if you or your guest chose a protection plan through Turo. We’ll cover the cost to dispatch assistance. Depending on the circumstances and services provided, you may be responsible for the roadside service costs outlined below. If you’re a Commercial Host, you’re responsible for arranging roadside assistance independently with your guest.
The following can help you ensure your guest’s safety and, in some cases, help you save money:
- Keep a copy of your Turo incident information card in your vehicle. This card offers guests instructions for contacting roadside assistance and proof of financial responsibility.
- Keep Turo’s roadside assistance numbers handy. Instruct guests to call 1-415-965-4525 (US) or 1-888-391-0460 (CA) if they contact you to report a breakdown, an accident that leaves the car undriveable, or an issue that requires roadside help. If your guest gets into an accident and the car is still driveable, tell them to report the damage via the Resolution center within 24 hours.
- Keep a full-size replacement tire in your car. Be sure to tell guests where they can find it.
- Include key operating instructions in the “Car description” field in the “Details” section of your vehicle listing. For example, let guests know if your lights come on automatically and explain how to switch them on/off. Tell guests what fuel your car needs or give the location of the charging plug for an EV.
- Consider whether to have your own roadside assistance provider in place. 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 liable for the costs.
Roadside assistance 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 isn't available for earthquakes or weather-related incidents (flood, storms, etc). It doesn’t extend to the cost of fuel, insurance, or road charges/tolls.
Roadside service costs
We’ll cover the cost to dispatch help to your location, but either you or your guest will have to pay for the services provided. 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. Costs of the services described below are in US$ for trips in the United States. They’re in CAD for trips in Canada.
If your guest gets a flat tire 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. Read more about flat tire charges.
If your guest is unable to drive the vehicle, roadside assistance will, whenever possible, fix the vehicle so that it’s operational. If this light-duty assistance is successful but we find that the issue was due to poor maintenance or wear and tear, we’ll charge you a $60 service fee. Services include vehicle jumpstarts, lockout services, fuel delivery, and tire changes.
Towing after unsuccessful on-the-spot assistance
If on-the-spot assistance is unsuccessful, your car is left undriveable after an accident, or an electric vehicle needs to be recharged, roadside assistance will tow it. They’ll contact you to ask for a location to tow the car within 15 miles (US) or 50 km (Canada). If they’re unable to reach you, they’ll tow the vehicle to the nearest garage or secure storage unit. If you ask that your vehicle be towed to a location that’s more than 75 miles away, we’ll request transport services.
If the tow is needed due to a maintenance issue or wear and tear, we’ll charge you for towing/transport costs. You’ll be assessed 100% of the roadside assistance cost up to a cap of $200, and you may lose your trip earnings for unused days of the affected trip. If the tow is a result of an accident, you won’t be responsible for the cost of the tow, unless we find you violated Turo policy. In that case, you’d be responsible for the full cost of the roadside services and for any additional charges tied to the policy violation. If you request roadside service, but you or a designee retrieve the vehicle, and it’s no longer there when roadside arrives, we’ll charge you a $40 gone-on-arrival fee.
You can read the details of replacement vehicle reimbursement, but in summary:
- If you choose the 60 plan, you may receive reimbursement for up to $50/day up to a maximum of $500, 10 days max. You may receive a full $500 payout if the vehicle is deemed a total loss.
- If you choose the 75 plan, you may receive reimbursement for up to $30/day, 10 day max. You may receive a full $300 payout if the vehicle is deemed a total loss. If you choose to receive replacement vehicle reimbursement, you won’t be eligible to receive loss of hosting income.
- If you choose the protection plan made available through Turo, you may receive replacement vehicle reimbursement of up to $75/day, up to a maximum of $500.