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First time guests: your complete guide to hitting the road with Turo in Canada
A complete guide to renting a car on Turo in Canada for the first time, plus resources and top tips for a smooth experience.
Booking your first trip
So you’ve signed up for an account on Turo. Now what?
In this guide, you’ll learn how to set up your account on Turo, book your first trip, and steer through every step of the process with confidence, from check-in to check-out.
We’ll cover best practices for getting the most out of your guest experience before, during, and at the end of each trip, as well as how to troubleshoot common issues.
Getting started
Check your eligibility to book a car
Before you can book a vehicle on Turo, check that you meet the following requirements:
Sign up for a Turo account
Have a valid driver’s license
Have an SMS-enabled mobile phone number
Provide your home address and payment card
Meet age requirements for the vehicle you wish to book
Account verification
We may ask for additional photos and information in order to verify your account. This may include checking your personal and/or business credit report, auto insurance score, and criminal background.
What license types does Turo accept?
When you book your first trip, we’ll ask for your driver’s license information and expiration date. Your host will confirm your license before the start of your trip. To pick up your vehicle you must present your host with a license type that Turo accepts.
Turo accepts the following types of driver’s licenses:
Valid Canadian driver’s licenses (i.e. G2, G)
Probationary licenses (Quebec only)
International licenses
Temporary licenses (Must be accompanied by a second form of government photo ID)
Turo does not accept learner’s permits (i.e. G1 licenses).
Age requirements for booking in Canada
You must be 23 or older to book a trip in Canada. This is based on your age at the time you book your trip and not the age you’ll be when the trip takes place.
Depending on the type of vehicle, you may have to meet additional age requirements.
25 or older can book a Deluxe Class vehicle
30 or older can book a Super Deluxe Class, classic, or specialty vehicle
Sign up for Turo
All good? Then it’s time to sign up and book your first trip!
Start by creating a Turo account. Next, go to your Account page, tap “Get Approved to Drive,” and fill out the required information.
Note that there can only be one unique phone number per Turo account. If you enter the same information as another Turo user, you won’t be able to book a vehicle.
Once you submit your information, it generally takes 24 hours for your account to be verified and approved.
Adding drivers to a trip
The guest who books the trip is the primary driver. The primary driver must be the one to pick up and return the vehicle, and is financially responsible for anything that happens during the trip. This includes any incidents, damage, or violations caused by another driver.
Don’t allow anyone to drive the vehicle other than the trip’s primary driver or an approved additional driver. Doing so may void your protection plan.
Someone else who’s been approved to drive on the trip is an additional driver. Guests can request to add up to eight additional drivers. We’ll notify you when we approve an additional driver and display that driver’s name on the Details page of the trip.
To be approved as a driver, additional drivers must:
Meet our eligibility requirements
Have their own Turo account
Successfully pass Turo’s verification process
Understanding protection plans on Turo
Protection plans are available to guests in Alberta, British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, and Quebec.
The more a plan costs, the less you’re responsible for paying if there’s damage to your booked vehicle during the trip. You’ll have the chance to review the cost of the plan you choose as a separate line item at checkout before you book your trip.
What does my Turo protection plan include?
Guests can choose one of three vehicle protection plans on Turo: the Premier plan, Standard plan, or the Minimum plan.
| Premier plan | Standard plan | Minimum plan |
|---|---|---|---|
Cost | 80% of the trip price | 40% of the trip price | 25% of the trip price for trips less than $250 18% of the trip price for trips over $250 |
Minimum charge | $15/day | $12/day | $7.50/day |
Third-party liability insurance* No third-party liability coverage during the Delivery Period in British Columbia | $2,000,000 | $2,000,000 | $2,000,000 |
Out-of-pocket costs | $0 | $500 | $2,000 |
Mechanical and interior damage protection | Not included | Not included | Not included |
Other details | Available only on trips two days or longer in a vehicle with a total market value below $25,000 |
*Insurance provided under policies issued to Turo by Economical Insurance and Insurance Corporation of British Columbia.
Frequently asked questions about protection
Do I need a protection plan if I already have personal insurance?
You may already have an auto insurance policy that provides coverage when driving a car booked through Turo. Carefully check the coverage on your policies and consult your insurance agent before making a decision about which protection plan is right for you.
If your personal insurance does not cover you while driving a car booked through Turo, it’s important to note that by declining protection, you’re responsible for all costs related to damage to the vehicle. This includes physical, mechanical, and interior damage to the vehicle, as well as administrative claims fees and appraisal cost.
Please note that Turo cannot provide assistance regarding personal insurance coverage.
How do out-of-pocket costs work?
In the case of damage to the host’s vehicle, the maximum amount you would pay out-of-pocket is contractually limited with each of our protection plans.
Can I use my credit card’s insurance coverage?
It’s very unlikely that your credit card company provides coverage for damage to a car booked through Turo, since Turo is not a traditional car rental company.
We can’t provide advice on the specific terms of your credit card’s coverage. Carefully review the terms and contact your card issuer if you have questions.
Promotions and discounts
You can receive discounts and travel credits from Turo and from hosts. Learn more about how to redeem them and the terms and conditions tied to discounts and credits.
How can I find discounts and promo codes?
The best way to find discounts and promo codes is to turn on email notifications to receive word when we offer a promotion.
In the app:
Log on to the Turo app
Tap More at the bottom of the screen
Tap Account
Open Notification settings
Slide the pill to enable the email setting “Promotions and announcements”
On the website:
Log on to Turo on the web
Click your profile photo on the top right of the home screen
Open your Account
Check the email setting box for “Promotions and announcements”
How do I add a promo code to my trip?
You’ll enter the promo code at checkout. Before you complete your booking, apply your promo code at checkout by tapping the prompt “Enter promo code” and typing the code exactly as it appears. Expiration dates for all promo codes are final.
Promo codes are no longer valid once applied to a trip — even if that trip was cancelled by your host — and cannot be applied to a trip that has already been booked. If this happens, contact Turo for additional support.
Can I use a promo code on a trip booked in the US?
No. Codes received by Canadian guests by email or through the Turo app are only valid for trips in Canada.
Does Turo offer a loyalty bonus? Currently, the Turo loyalty bonus is only applicable to US trips and is not valid in Canada.
Paying for your trip
When will I be charged for my trip?
If you book a trip more than three days in advance with a valid debit or credit card, you’ll have the option to “Pay now” or “Pay later.” You will not be charged when you pick up the vehicle.
Pay now
If you choose to pay now, we’ll authorize the full cost of the trip when you book. You’ll be charged 40 hours after the authorization OR one hour before the trip starts — whichever comes first.
Pay later
If you choose to pay later and your trip is booked three to 13 days in advance, Turo will charge the full amount two days before the trip starts. If your trip is booked more than 14 days in advance, Turo will charge the full amount seven days before the trip starts.
Pay as you go
If you choose the “Pay later” option, you may be eligible to pay for your trip in installments. This applies if the trip is more than 30 days long, doesn’t have a security deposit, and you’re not using Apple Pay or Google Pay.
You’ll be charged in equal installments every 30 days based on the trip’s average daily price. If you book the trip with less than seven days lead time, your first payment will be due at the time of booking.
What post-trip costs should I be aware of?
Certain actions, such as taking toll roads or violating Turo’s policies, may result in post-trip costs.
Hosts can send you a reimbursement invoice for the cost of fuel replacement, distance overages, tickets, and tolls. If you return a car in a condition that violates Turo’s Cleaning policy or No Smoking policy, the host can report the issue and charge a violation fee.
Jump to the post-trip section of this article for more details.
Security deposits
Turo’s system automatically charges a refundable security deposit for some trips, depending on the vehicle type and your age. We’ll display the cost of the security deposit on the checkout page before you book.
Your security deposit will be refunded 80 hours after your trip ends if both of the following are true:
You or your host hasn’t reported vehicle damage; and
You don’t have unpaid eligible reimbursement invoices
Once Turo initiates your refund, your bank or credit card company processes it according to their own timeline.
Driving distance
Am I allowed to drive a vehicle to the US?
Yes, you can drive a vehicle booked in Canada across the US-Canadian border.
Our roadside partner operates in both the US and Canada, ensuring you have access to roadside assistance in either country.
How do I know the distance included in my trip?
Hosts set the distance you’re permitted to drive for trips in their vehicles. When you open a vehicle listing, we’ll show you Distance included, which is the total number of kilometres or miles you can drive during the trip.
If the vehicle comes with unlimited distance, there will be a badge displayed on the listing, and Distance included will say “Unlimited distance.”
We’ll also remind you of the distance included in your trip before you book, in your trip confirmation email, on the Details page of your booked trip, and during check-in.
How can I find vehicles with unlimited distance?
You can find vehicles offering unlimited distance by filtering your search results in the Turo app or website.
In the app:
Enter your trip start location and travel dates
At the bottom of the screen, tap Filters
Scroll down and tap Distance included
Choose Unlimited miles from the menu
On the website:
Enter your trip start location and travel dates and click the Search icon
At the top of the screen, click Distance included
Choose Unlimited miles from the menu
Trip cancellations
Will I get a full refund if I cancel a trip?
You can cancel a trip through the Turo app or our site, and the cancellation is effective immediately.
Your cancellation will be free of charge up to 24 hours before your trip starts, unless you opt to receive a non-refundable trip discount when you book.
What happens if my trip is cancelled by my host, by Turo, or due to a host no-show?
In these situations, Turo will refund you the cost of your trip in full and can help rebook a new reservation. In certain circumstances, we may help with the price difference between the original and rebooked reservation.
Funds from the cancelled or no-show trip will be available in your Turo account for 24 hours after the cancellation so you can rebook your trip straight away if you wish. If the funds are not used after 24 hours, we'll automatically issue a full refund to your original payment method.
Travel delays or cancellations
Sometimes things don’t go as planned, and you may need to cancel your trip for situations outside your control. Work with your host to reschedule your Turo trip in case of the following:
Travel delays
Travel cancellation
Lost luggage
If seeking a refund due to travel issues, contact customer support no later than 24 hours after the trip’s scheduled start with documentation of the flight or train issue. You can find the complete guidelines here. Contact customer support if you need help rebooking.
Messaging your host
Always use the Turo messaging to ask questions about a host’s vehicle, to get directions and instructions for pickup and dropoff, send photos, or discuss trip issues.
Making changes to a trip
You and your host can use messaging to discuss trip changes, but you must submit a trip change request via Turo for the host to approve in order for it to be valid.
Trip change agreements made in messaging only aren’t valid, as our team won’t have a record of the change.
Can I message a host before booking a trip?
You can’t message a host before booking a trip. Read the listing for a complete vehicle description and any guidelines, FAQs, or extra instructions that may answer any questions you might have.
If you can’t find an answer to your question, book the trip and then message your host. You can always cancel if the information from the host doesn’t suit your needs.
Booking with an All-Star Host
For added peace of mind on your first trip, why not book with one of the top hosts on Turo?
Our All-Star Host program rewards top-performing, high-quality hosts who have the fastest response times and highest ratings. These Hosts are chosen in a 3-month cycle based on specific qualifications.
All-Star Hosts must meet the following benchmarks:
20+ completed trips
85% five-star ratings
80%+ maintenance rate
80%+ cleanliness rate
97% commitment rate
To find All-Star Hosts, locate the All-Star Host badge icon when you search for a vehicle. This will filter your results to display listings by All-Star Hosts.
Trip costs
How much a trip costs depends on the vehicle, the protection plan you choose, and more.
Some trip costs are part of every trip, while others depend on your choices and add-ons. In addition to the trip price set by your host, you can review an itemized list of the following fees at checkout:
Trip fee — A percentage of the trip price, calculated by Turo at checkout. This fee is based on multiple factors unique to each trip, and can therefore vary between guests.
Protection plan fee — The cost of your protection plan, if selected.
Airport fee — A fee collected by Turo and remitted to the airport to allow hosts to offer airport delivery. Turo does not set, mark up, or retain any portion of it.
Extras — The cost of any add-on items offered by your host that you select for your trip.
Delivery fee — The amount charged to cover the delivery of a vehicle at the start or end of a trip, if offered by your host.
Duration discount — The discounted rate applied to trips booked or extended for three consecutive days, one week, two weeks, or two months, if offered by your host.
Gearing up for your first trip
Checking in
How do I check in for a trip?
To check in for your trip, you must download the Turo app. You can begin the check-in process up to 24 hours before the start of a trip.
Upload photo documentation of your license and identity. You’re required to upload two photos to verify your identity at check-in:
Submit a clear close-up of your valid driver’s license with all four corners in the image.
For your second photo, upload a selfie holding your driver’s license next to your face. Make sure your head and shoulders are visible, and we can clearly see your face — no hats or sunglasses.
Collect the keys from your host. Your host must either hand you the keys in person or give you access to them through the vehicle’s remote locking and unlocking technology.
Document the vehicle’s condition by using the Turo app to take and upload time-stamped photos following our guidelines below. Check that the vehicle is clean and safe to drive. Taking pre- and post-trip photos is essential for protecting you from claims for pre-existing damage.
Exterior photos
Take at least 15 photos of your vehicle’s exterior from these viewpoints. Include close-ups of any scratches, dents, or other pre-existing issues.
Interior photos
Take at least eight photos of the following areas of your vehicle’s interior. Be sure to clearly document fuel/EV charge level and odometer reading, as well as any interior stains, spills, or debris.
What do I do if there’s an issue with the vehicle I booked?
You must inspect the following before the start of your trip:
The cleanliness of the vehicle
Refer to our cleaning policy for more details
The vehicle’s registration
Whether the vehicle is safe to drive
If you’re concerned that the vehicle is unsafe or unsatisfactory, inspect the vehicle thoroughly and take pre-trip photos. If you have concerns, don’t complete check-in and immediately contact your host. You may cancel the trip free of charge.
You’re eligible to receive a full refund if you:
Do not accept the vehicle
Do not check in for the trip
Immediately contact Customer Support to report the issue
How early can I pick up the car?
If you and your host agree, you can complete trip check-in and start your trip up to one hour before the scheduled start time.
You must complete the check-in process in the app for an early trip start to be valid.
Note: If you do not pick up the vehicle within 30 minutes of the trip’s start time, your host can cancel the trip and you will be charged for a no-show.
This also applies to your host — if they don’t provide the vehicle within 30 minutes of the trip’s scheduled start time, you can cancel the trip and they will be charged a no-show fee.
Support while on the road
Roadside assistance
What should I do if I’m in an accident during a trip?
In the case of an accident with another vehicle, follow the following steps:
Record the other driver’s full name, address, and contact information
Get the vehicle registration number and insurance provider information
Take clear photos of their vehicle and all damage
Get the contact information of any witnesses
Provide all parties involved with the information on the Turo incident Information card your host left in the vehicle for you
If the vehicle needs to be towed and you can’t wait for the repair, or the vehicle can’t be repaired at that time, call us at 1-888-391-0460.
Am I responsible for the cost of a flat tire?
You may be responsible for roadside costs if service was needed because of carelessness, abuse, or a violation of Turo policy. You may also be responsible for damages if your host files a damage claim.
If you get a flat tire on your trip, we may charge you the cost to repair or replace the tire if we find that the host wasn’t at fault for the flat. Flats caused by accidents or vandalism are unfortunate, but they are the guest’s responsibility. If you’ve chosen the Premier protection plan, you won’t pay flat tire costs.
How do I report damage?
If the vehicle is undriveable, you must submit a damage report immediately. Contact your host to let them know and call roadside assistance at 1-888-391-0460. Jump to the post-trip section to learn more about damage claims.
If you can still drive, contact your host to let them know. If permitted by your host, you can continue with your trip. You must report the damage via our damage reporting center within 24 hours from the time of the incident.
Will I get a replacement vehicle in the case of a roadside issue?
Once roadside support has collected the damaged vehicle, you may opt for a replacement vehicle depending on what the issue was. Please note that not all guests are eligible for a vehicle swap as conditions apply.
What should I do if I’m pulled over?
If you are pulled over and law enforcement asks why the vehicle is not in your name, you can show them the car sharing agreement Turo creates for each trip you book. Along with the information on the Details page for your trip, it outlines the terms and conditions you and your host agree to follow.
You can access the car sharing agreement through the Turo app or through the website.
In the app:
Open your Trips tab
Find and open the trip
Find and open the Help tab and tap “Car sharing agreement”
On the website:
Open your Trips tab
Find and open the trip
Scroll down to Vehicle documents and click on “View car sharing agreement”
Wrapping things up post-trip
Checking out
When it’s time to checkout, make sure the vehicle is in good shape and document its condition before you return it to your host.
It’s important to do the following before the end of your trip:
Power up the vehicle by ensuring that it is refuelled or charged to the level it was when you checked in. If you’re not sure of the amount, refer to the dashboard image in your trip photos.
Note that if you’re far from the drop-off location, you’ll need to add additional fuel or charge the car to account for this distance.
Check the cleanliness of the vehicle. You’re not expected to clean the vehicle before returning it, but review Turo’s Cleaning policy. Remember that smoking is not permitted in the vehicle.
Ensure your parking spot is legal and safe for the next 24 hours if instructed to park it on the street. Check all posted signs for parking restrictions, ensure that the vehicle’s bumpers aren’t extending into a restricted zone, and only use metered parking if it allows you to park for a full 24 hour period.
If the above checks are not completed correctly, your host may send you a reimbursement invoice for refuelling or cleaning the vehicle. You may also be responsible for any resulting parking tickets or towing costs incurred within 24 hours after the trip ends.
Taking post-trip photos
You must take and upload photos to document the vehicle’s condition and cleanliness pre- and post-trip within 24 hours of trip start and end times to complete the check-out process.
Taking post-trip photos is essential to protect yourself in case of pre-existing damage or cleaning/smoking issues and to manage reimbursement requests for post-trip incidentals.
Take photos documenting the vehicle’s fuel level, mileage, and condition inside and out. The Turo app will walk you through this in the same format as the pre-trip photos you took at check-in.
Other policy violations
In addition to possible reimbursements for cleaning, smoking, or parking fees, it’s important to be aware of other policy violations you can be charged for.
These include:
Additional distance fee, if you exceed the mileage included in your trip.
Additional usage, if you’re 30 minutes or more late to return a vehicle.
Claims processing fee, if you or your host files a vehicle damage claim and Turo handles it. There are no fees if you and your host resolve the claim directly.
Idle fee/Tesla Supercharger idle fee, if your vehicle is still connected to a charger after the battery charge is complete.
Improper return fee, if you fail to respond to requests to return a vehicle, abandon a vehicle, force a trip cancellation, or for other reasons we determine.
Late return fee, if you return a vehicle two hours or more past the trip’s scheduled end time.
Processing fee, if a host’s reimbursement issue requires intervention from Turo.
Service animal and pet policy violation fee, if you return a vehicle with an excessive amount of animal hair or if you transport a pet without permission in a vehicle not labelled as “pet friendly”.
Tesla Supercharger congestion fee, charged by Tesla in place of an idle fee at some Tesla charging locations.
Toll administrative fees – Toll agencies may add administrative fees to charges. You’re responsible for administrative fees tied to speeding tickets incurred at toll collection sites, tolls incurred outside the area where the host’s transponder is active, and a processing fee of 3% if a host’s reimbursement request requires intervention from Turo.
Review our full list of violation fees for more details.
Can an additional driver drop off the vehicle at the end of the trip?
No. Only the primary driver can pick up and return the vehicle.
Returning a vehicle
What happens if I return a vehicle late?
The return time for your trip is concrete and corresponds with the end of the eligibility period of your protection plan. If you return a vehicle late, your protection plan may be voided. You may also be charged for additional usage by your host.
If you’re running late, you must request an extension via Turo as soon as possible. You can do so at any time while the trip is in progress and up to 12 hours after the originally scheduled trip end time. A trip change is only valid if the request is made through the Turo app or website and the host accepts it.
How do I extend my trip?
If you want to extend a trip, you must request a later return from your host via the Turo app or website. Your host must approve the change in order to be valid.
You can do this before the trip begins, while it’s in progress, or up to 24 hours after the scheduled trip end time.
To submit a request to extend your trip, log on to the Turo app or turo.com, open the trip, and tap or click “Change trip.”
Once you submit your extension request, your host has 12 hours to respond.
Additional usage fees
If you keep your host’s vehicle past the trip’s scheduled end time, the host may charge you for the following additional usage and related fees:
0-29 minutes late: No charge
30 minutes to 1 hour 59 minutes late: ½ the average daily trip price; $50* improper return fee charged at our discretion if you don’t respond, abandon the vehicle, cause a trip cancellation, or for other reasons determined by Turo.
2 hours or more late: Average daily trip price for 1 day + $20* late return fee; $50* improper return fee charged at our discretion if you don’t respond, abandon the vehicle, cause a trip cancellation, or for other reasons determined by Turo.
Tolls
As a guest, you’re responsible for paying the cost of tolls incurred during your trip, including any tax and administrative fees. Always check the type of road you plan to travel on in order to avoid toll charges.
Note that toll fees can sometimes take weeks to be sent out, and you may receive reimbursement requests for tolls up to 185 days after your trip.
Reporting damage
If your host’s vehicle was damaged on your trip, you must file a damage report within 24 hours of the trip ending. We’ll notify your host to respond.
Once the report is filed, your host can choose to resolve the damage with you directly, or file a claim for Turo to manage.
If you need to report damage, be prepared to:
Report mechanical damage, physical damage, or both
Describe the issue as fully as possible
Share pre- and post-trip photos of the vehicle
Contact Turo
Need more support? Here’s how you can get in touch with us.
Contact Turo via our chatbot
Click here to use our chatbot and get quick answers to your questions or to resolve your issue.
If our chatbot can’t help you, we’ll connect you to customer support.
When prompted, tap “Contact Support” and follow the prompts to help us understand your issue and direct you to the right agent.
If prompted, tap “Chat” to connect with an agent for immediate help
If prompted, tap “Email” to enter your email address and a detailed description of your issue. Allow 24 hours for a reply.
Contact Turo by phone
Canada: +1 (888) 391-0460
Our customer support line is available 24/7.