What happens if I file suit against my host or guest?
Keep in mind that you waived your right to sue another Turo user when you signed up for Turo and agreed to our Terms of Service. Filing such a suit could result in your removal from the platform. Also, if you were to sue, the Terms allow us to charge you $5,500 in liquidated damages. This is a legally collectible debt.
I’m involved in a damage claim that I think is unfair. What can I do?
If a damage claim is filed, Turo will ask for photos that show the vehicle’s condition before and after the trip. Those photos will be used to determine if the damage took place during the time the guest was responsible for the car. The quality, quantity, and variety of angles shown in these photos is fully in the hands of the guest and host. The final decision about whether there is eligible damage caused during the trip is made by our third-party claims adjusters and by Turo. If, on initial review, it looks as though we’ll have to deny the claim, we’ll email the host. In that email, we’ll explain our specific concerns and ask them to submit any additional evidence to support the claim. This is the host’s chance to make their case in favor of their claim being approved with documentation that addresses the concern. Once they do so, we’ll review all the documentation that’s been submitted to be sure our final determination is fair and well-informed. Guests can learn more about their financial responsibility for damages. Hosts can review the specifics of their protection plan choices in the US, Canada, and the UK.
If a host and guest are working together to resolve a claim independently and hit a roadblock, they have 20 days from the date the claim was filed to ask Turo to step in and handle the claim. Learn more about resolving claims independently.
How can I settle a dispute over a reimbursement request?
Once a host submits a reimbursement request, guests have 72 hours to dispute it. If they do, Turo reaches out to both guest and host for documentation that will help to support their case. The quality and amount of documentation submitted is fully in the hands of the host and guest. The final decision about whether a disputed reimbursement request should be paid is made by Turo. Guests can learn how to dispute a reimbursement request, and hosts can read more about reimbursement request disputes.
I’m not happy with a review I received. What can I do?
Turo requires that hosts and guests write reviews that are respectful and accurate. Our review policy outlines a list of conditions that would qualify a review for removal. Turo makes the final decision about whether to remove a review. We understand reviews are important to hosts who want to achieve high ratings and attract guests. We also understand that guests and hosts may have different points of view about the events that took place on a trip. To address this, we allow hosts to respond to reviews so they can share their account of any disputed events. Hosts can learn more about how to respond to a guest review. We also encourage hosts to remember that a single negative review in a sea of positive feedback has little impact.