Can I charge a guest for smoking?
You have up to 72 hours after a trip ends to charge your guest a smoking fee. Since Turo prohibits smoking in all cars on the platform, you can charge a smoking fee when there’s residual smoke smell and/or physical evidence of smoking of any kind. Be as honest and precise as you can in your assessment. Use Turo’s No smoking policy and the smoking fee levels listed below as a guide.
Smoking fee levels
- Odor only — $50*. You can charge a smoking “odor only” fee for lingering smoke scent that requires removal.
- Odor with evidence — $150*. You can charge a smoke “odor with evidence” fee for smoke scent removal and cleaning of physical remnants of smoking (eg. ash, cigarette butts, etc.)
Follow these instructions to send a smoking reimbursement invoice to a guest.
- Take and upload to Trip photos clear pictures of the car’s condition taken no more than 24 hours before trip start and 24 hours after trip end.
- Include clear photos of any evidence of smoking.
- Turo Go hosts need post-trip photos only.
- Open the trip Details page and tap “Charge for incidentals” to create the invoice.
- Allow the guest 48 hours to pay or dispute the invoice.
- If the guest pays the invoice, we’ll issue the funds to your trip earnings.
- If the guest disputes the invoice, you have 72 hours to either 1) cancel the invoice; 2) submit a new invoice with clarifying information to try and resolve the issue; OR 3) escalate to customer support. After 72 hours, the invoice will auto-escalate to customer support. An agent will review and resolve the issue and notify you of the outcome. If we approve the invoice, we’ll add to your trip earnings 100% of the requested amount.
- If a guest disregards the invoice, it’ll auto-escalate to customer support for review and resolution by an agent who’ll notify you of the outcome. If we approve the invoice, we’ll add to your trip earnings 100% of the requested amount
*Values are in CA$ for Canada, £ for the UK, and US$ for the United States and all other countries.