Roadside assistance for hosts | US and Canada – Turo Support

Fast Facts:

Roadside services in the US and Canada are available only to hosts who’ve chosen a protection plan on Turo. You may be responsible for some roadside costs.
Commercial Hosts should provide their own roadside assistance to guests and let them know whom to contact for help.
Roadside service is available 24 hours a day, 365 days a year.

Who and what we offer

If you’ve chosen a protection plan on Turo, our roadside assistance team will provide assistance during Turo trips. Turo covers the call-out charge to the roadside location. However, we may charge you for services provided if we determine you caused the need for service. See the list of possible roadside service charges you may be responsible for below.

How to report a roadside issue

Do your best to ensure that guests know how to get roadside help. If a guest contacts you to report an issue, share the contact information below with them.

Breakdown: Have your guest report the incident at support.turo.com as soon as possible.
Roadside assistance:

In the US, have them call 1-415-965-4525.
In Canada, have them call 1-888-391-0460.

Accident - vehicle is undriveable: Have them call roadside assistance.
Accident - vehicle is drivable: Have them report the damage within 24 hours from the time of the incident.

To be eligible for physical damage reimbursement under a protection plan, damage must be reported within 24 hours of the trip end.
File damage reports via our Resolution center.
Learn the steps of the claims process in the US.
Learn the steps of the claims process in Canada.

On-the-spot assistance

If your guest is unable to drive the vehicle, roadside assistance will, whenever possible, fix the vehicle so that it’s operational. If a gas-powered vehicle needs to be refueled, we’ll replace the gas as part of Light Duty service. If an electric vehicle needs to be recharged, it would have to be towed.

Towing after unsuccessful on-the-spot assistance

If on-the-spot assistance is unsuccessful, the vehicle and any luggage or cargo will be towed. Roadside assistance will contact you to ask for your preferred 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 contact roadside assistance and ask that your vehicle be towed to a location that’s more than 75 miles away, we’ll request transport service rather than a tow. If you’re found to be liable for the roadside assistance issue, we’ll charge you for towing/transport costs up to a cap of $200, unless we find that 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.

Recovery after an accident

If your vehicle leaves the road as a result of an accident, roadside assistance will arrange for vehicle recovery. Roadside assistance will use a winch to recover vehicles that are within 10 feet of a maintained road.

Roadside charges for hosts

Turo will cover the call-out charge for roadside services. However, if we determine that you caused the need for one of the services below, we’ll notify you and charge you for the listed amount.

Service Dispatched	Cost
Light Duty - jump services (unsuccessful)	$60
Tow/Transport	Up to $200*
Tow - Accident	$0
Gone on arrival – Host requested roadside service (You or a designee retrieved the vehicle, and it is no longer there when roadside arrives)	$40

*You’ll be assessed 100% of the roadside assistance cost up to a cap of $200 and a loss of Trip Revenue for unused days on the affected trip.

Replacement transportation

You can read the details of replacement vehicle reimbursement, but in summary:

In the US before July 1, 2020: We’ll cover up to $30/day for transportation for up to 10 days if you selected the Premium or Standard protection plans.
In the US as of July 1 2020: We’ll cover up to $50/day for up to 10 days if you select the 60 plan and do not choose to receive loss of hosting income. We’ll cover up to $30/day for up to 10 days if you select the 70 plan.
In Canada: We’ll cover up to $30/day for transportation for up to 10 days if you select the Standard protection plan.

Best practices

You can help ensure the safety of your guests and save money by following these roadside preparation suggestions.

Ensure there’s a spare tire in your car to avoid being charged for a replacement tire.
Tell guests the location of the spare tire and how to switch the car lights on/off. Tell them what fuel your car needs or the location of the charging plug for an EV. Be sure this information appears on your vehicle listing.
Have your own roadside assistance provider in place. If a guest contacts you to say they’ve broken down, you can call your own roadside assistance to avoid incurring charges from Turo. Coordinate this directly with your guest.

Restrictions

Roadside assistance does not apply if you or your guest:

violate Turo’s Terms of Service
allow an unauthorized driver to use the vehicle
intentionally cause damage or misuse the vehicle

Roadside assistance is not available for damage due to 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 if damage is due to earthquakes or weather-related incidents (floods, storms, etc). It does not extend to the cost of fuel, insurance, or road charges/tolls.

* Values are in US$ for trips in the United States. They’re in CAD for trips in Canada.