As part of our commitment to safety, Turo requires that you clean and disinfect your vehicle before trips following our cleaning & disinfection guide. In addition to general cleaning, you should clean and disinfect all frequently touched automotive surfaces. These include keys, exterior door handles, trunk latches, and vehicle interiors. To guide you in adhering to these standards, we offer a 15-minute, self-paced cleaning and disinfecting training module.
If, upon inspecting your vehicle at check-in, a guest is concerned it hasn’t been cleaned and disinfected, they can contact us to cancel. We’ll cancel the trip, process it as a host cancellation, and will be unable to issue trip earnings.
If you can’t meet these cleanliness standards, snooze or unlist your vehicle to avoid having a guest cancel or needing to cancel a trip yourself. Multiple cancellations for cleanliness concerns may trigger a review of your account. Repeated cancellations on your part will negatively impact your host metrics. As a last resort but when appropriate, we may remove you from Turo as per our Terms of service.
You should expect a guest to return the car in a condition that reflects the dirtiness that comes from normal use, weather conditions, and travel locations. However, if a guest returns the car in a condition that only could have been caused by irresponsible or abusive behavior, you can report the issue and charge a cleaning violation fee. If the evidence you submit shows an eligible cleaning violation, we’ll charge the guest a $150 violation fee and credit those funds to your host earnings. In some circumstances and at our full discretion, we may also remove the guest from Turo. Learn how to report a cleaning issue.
Given the high cost of the cleaning violation fee and the possible repercussion for guests, it’s essential that you report only eligible cleaning violations that rise to the level of irresponsible or abusive behavior.
Eligible cleaning issues
The following are eligible cleaning issues and must be reported with photo evidence:
- Biowaste or bodily fluids
- Spills or waste that requires cleaning inside of vents or between the door panel and window
- Major stains or residue that covers a large area of the vehicle’s interior and would require steam cleaning or a full detail
- An extreme amount of caked on mud, dirt, sand, or insects that requires professional-level exterior detailing
- Significant amounts of pet hair
Ineligible cleaning issues
The following are ineligible cleaning issues that don’t qualify for reporting or a cleaning violation fee:
- Small interior messes of items that can be thrown away, wiped up, or vacuumed (e.g., food wrappers, beverage bottles, sand, dirt, crumbs)
- Exterior dirt, mud, or sand that can be removed by a car wash
- Water stains, minor food or beverage spills, or sticky substances on the vehicle’s interior or exterior
- Unpleasant odors (including smoking odor)
Note: Smoking odor is not an eligible cleaning issue. If there is physical evidence of smoking, you can report it as per Turo’s no smoking policy.
*Values are in CA$ for Canada, £ for the UK, and US$ for the US and all other countries.