1. I uploaded my Malaysian driving licence during the registration and verification process. If the licence did not meet Turo’s requirements, why was this not identified and communicated to me at that stage?
2. Turo accepted my account verification, booking and payment. Based on this, I reasonably believed that all eligibility requirements had been satisfied.
3. My booking was made approximately six months before the scheduled trip. Turo therefore had ample time to review my account, licence information and booking details. If there was any issue with my licence or eligibility, it could and should have been identified and communicated well before the scheduled vehicle collection date.
4. The licence issue was only raised shortly before vehicle collection. By that time, I had already made travel arrangements for my family trip and committed significant time and expenses to the trip.
5. Had I been informed earlier, I would have had sufficient time to:
provide alternative documentation;
arrange another eligible driver; or
make alternative transport arrangements.
6. My concern is not whether Turo can require a physical driving licence. My concern is that Turo had approximately six months to identify any eligibility issue, yet the issue was only raised shortly before vehicle collection, leaving me with little or no reasonable opportunity to resolve the matter.
7. On 23 May 2026, I submitted a refund request and complaint and was advised that the matter would be reviewed.
8. On 1 June 2026, customer service informed me that my refund request had been rejected. I was not provided with a meaningful opportunity to appeal or escalate the decision.
9. Customer service representative Carl did not assist in escalating my complaint despite my requests. As a customer facing a last-minute cancellation while overseas, I felt unsupported and was left without a practical avenue for internal review.
10. During a subsequent call with Debbie, I was informed that the booking had been cancelled by the host. However, when I contacted the host directly, he expressly denied cancelling the booking.
11. This inconsistency raises serious concerns regarding the accuracy of the information recorded within Turo’s systems and the explanations provided to customers. If the host did not cancel the booking, I request Turo to clearly identify:
who initiated the cancellation;
when the cancellation decision was made;
the specific reason recorded in Turo’s system; and
why conflicting information was provided to me.
12. Given that Turo holds sensitive personal information and driving licence details submitted during the verification process, the conflicting explanations have also raised concerns regarding the accuracy, integrity and handling of my booking records and personal information. While I am not alleging a data breach, I am concerned that there may have been a system error, process failure, or inaccurate records within Turo’s systems.
13. In view of the above circumstances, I believe it is fair and reasonable for Turo to reconsider its decision and provide a full refund of the booking amount.

Sourabh has been amazing from the get go! Highly recommended :)

Sourabh was very responsive and helpful incase of any needs or queries. Nice and neat van. Enjoyed the trip!!

The first experience of renting from Turo was very memorable. Especially with the car owner Mr Sourabh. Mr Sourabh was very helpful in every question we asked. He was always ready when we needed him. The vehicles we use are very well maintained, clean and comfortable to use. Apart from that, the price was very reasonable with car facilities that could help us lift quite heavy luggage. That is one of the added values ​​of this car. If you want to rent a car via the Turo application. Don't hesitate to rent this car with the very kind owner. Thank you Turo. Thank you Sourabh. Good luck for the future. And I hope you always have a nice day. Thank you

Quality of car was extremely good very well maintained and amazing host