Roadside assistance for your vehicle and guest
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, but depending on the circumstances and services provided, you may be responsible for the service fees. If you’re a Commercial Host, you’re responsible for arranging roadside assistance independently with your guest.
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 1-415-965-4525 (US) or 1-888-391-0460 (CA). 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.
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. 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:
- In the US, if you chose the Premier or Standard protection plan before July 1, 2020 you may receive reimbursement for up to $30/day up to a maximum reimbursement of $300.
- In the US, if you chose the 60 plan after July 1, 2020 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 chose the 70 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.
- In Canada, if you chose the protection plan made available through Turo, you may receive replacement vehicle reimbursement of up to $75/day up to a maximum of $500.
You can help ensure guest safety and save money by being prepared. Keep a full-size replacement tire in your car, and tell your guests where they can find it. Let guests know if your lights are automatic and how to switch them on/off. Tell them what fuel your car needs or the location of the charging plug for an EV. We encourage you to include this information in your vehicle listing. You may also choose to have your own roadside assistance provider in place. Then, if a guest contacts you for roadside assistance, you can call your provider, coordinate with your guest, and avoid charges from Turo in case you’re responsible for the costs.
Roadside assistance isn't available if you or your guest violate Turo’s Terms of Service, allow an unauthorized driver to use the vehicle, or intentionally cause damage or misuse the vehicle. It’s not available for civil commotions or civil unrest. Nor is it available for damage resulting from acts of war, or nuclear energy or attacks. Roadside assistance is not available for earthquakes or weather-related incidents (flood, storms, etc). It doesn’t extend to the cost of fuel, insurance, or road charges/tolls.
* Values are in US$ for trips in the United States. They’re in CAD for trips in Canada.