You’re required to provide guests with a clean and disinfected car following Turo’s cleaning & disinfection guide. To be specific, cleaning refers to the removal of dirt and impurities, including germs, from surfaces. Disinfection works by using chemicals, like EPA-registered disinfectants, to kill germs on surfaces. Turo has created a 15-minute training module to educate you how best to clean and disinfect your vehicle. If you’re unwilling or unable to follow this policy, you should snooze or unlist your vehicles. If you cancel a trip because your vehicle doesn’t meet cleaning and disinfection standards, we’ll charge you a fee as per Turo’s Cancellation policy. Repeated cancellations will negatively impact your metrics.
If a guest arrives to pick up a vehicle, has concerns about its level of cleanliness, and contacts Customer Support, they can cancel the trip and receive a refund. If the guest provides photo evidence that the car wasn’t cleaned (unclean cars can’t be disinfected), we’ll process this as a host cancellation. We may charge you a cancellation fee, and your host metrics will reflect the cancellation. If the guest does not provide photo evidence that the car wasn’t cleaned, you’ll receive partial earnings, 50% of any delivery fees, and your host metrics won’t be affected. For trips longer than two days, you’ll receive earnings for one day’s average trip cost. For trips shorter than two days, you’ll receive 50% of one day's average trip cost. If we flag you for multiple guest cancellations due to cleanliness concerns, we may review your account and remove you from Turo as per our Terms of service.
You can charge a guest a cleaning fee if they return the car unreasonably dirty. “Unreasonably dirty” means that it requires a great deal more of your time and effort than a quick rinse or vacuuming. We instruct guests to be tidy and respectful but don’t expect them to wash or detail the car unless it's unreasonably dirty. You should expect a guest to return your car at a level of dirtiness that comes naturally from travel and use. Review the Cleaning fee levels table below to see what’s considered unreasonably dirty beyond normal use. You can offer a Post-trip cleaning Extra to guests to cover the cost of any necessary cleaning. If a guest purchases the Extra but returns the car extremely filthy, you can charge them a cleaning fee. You should thoroughly document a vehicle’s condition at check-in and checkout by taking multiple exterior and interior photos. These photos are required evidence that we’ll review to determine if you’ll get paid in the event you escalate a cleaning fee invoice to customer support. Read our Trip photos policy and learn more about charging a guest for cleaning.
Turo has separate policies for smoking and pets. In brief, hosts, guests, or their passengers aren’t permitted to smoke in any vehicle in the Turo marketplace, and guests must ask for and receive your permission to travel with a pet if you haven’t labeled your car as “pet friendly.” Reference these policies for additional information.
Cleaning fee levels
- Moderate cleaning — up to $50*
- Car exterior is returned significantly muddier than it was received. Examples are: mud on car body, wheels, or windows
- Floor mats or upholstery are returned significantly dirtier than they were received. (For example, carpeted mats require more than a shake-out or rubber mats require more than a quick wash to be restored to original condition.)
- Large amounts of food, dirt, or mud that can’t be shaken out and must be heavily vacuumed to remove
- Light stains or residue on hard surfaces. Examples are: liquid spills or sticky substances.
- Mud, sticky substances, and heavy dirt buildup. Significant mud or noticeable interior dirtiness
- Heavy cleaning — $100*
- Major stains or residue on seat fabric or other hard-to-clean surfaces
- Severe cleaning — $150*
- A vehicle has suffered the violations noted above on an egregious level that would require steam cleaning or a full detail
- Pet hair removal — $150*
- Significant amounts of pet hair
- If your vehicle is not labeled as “pet friendly” and a guest transports a pet without your permission
- Multiple cleaning issues — $250*
- Any combination of cleaning, smoking, and/or pet hair issues