Can I charge a guest for missing gas or a low battery?
You have up to 72 hours after a trip ends to charge your guest for failing to replace the gas or recharge the battery in your car. If you have a gas-powered vehicle, you can charge for the cost of the missing gas plus a $10* convenience fee. If you have an electric vehicle, you can charge an amount based on the battery level as shown below. You can also charge for any Idle fees and charge up to a maximum of $500* for any Supercharger fees. If a guest leaves your car plugged in at a charging station, they’re responsible for those costs up to 24 hours after the trip ends.
You cannot charge a guest for refueling if they returned the car early because of a vehicle- or host-driven issue. If you swapped your guest into a new vehicle, you can’t charge them refueling costs for the original vehicle.
Battery level refueling costs
- 0%–20% charge = $50*
- 21%–50% charge = $20*
- 51%–80% charge = $10*
- 81%–100% charge = Not eligible for refueling reimbursement
*Values are in CAD for Canada, £ for the UK, and US$ for the US and all other countries.
How does the reimbursement process work?
Take and upload to Trip photos clear pictures of the fuel gauge taken no more than 24 hours before trip start and 24 hours after trip end. Turo Go hosts aren’t required to take pre-trip photos but should enter the fuel level in the app when prompted to do so at check-in and checkout. If you’re requesting payment for missing gas, take and upload a photo of a fuel receipt that’s dated no more than 24 hours after trip end and shows the number of gallons/liters. If you're requesting payment for Supercharger or Idle fees, upload a photo of the documentation. Make sure all pictures are in place in your Trip photos at the time of your reimbursement request.
Once you submit your invoice, the guest has 48 hours to pay or dispute it. If they dispute it, you can submit a new invoice with clarifying information to try and resolve the issue, or you can escalate to customer support. If a guest disregards the invoice, you can also escalate to support. We’ll review the pictures you uploaded to Trip photos to determine if you’ll get paid for the escalated invoice. You’ll receive 100% of any approved requested amount. To charge for refueling, open the Trip details page and tap “Charge for incidentals.”