Things happen in life. So if you need some extra rental time, that's totally understandable. But please communicate with me hours in advance and makes sure to send the extension request through Turo's reservation system directly. Last minute notices through texts and/or phone calls without my confirmation are INVALID and cash payment for rental time changes/extensions will NOT be accepted.
For more information, see: https://support.turo.com/hc/en-us/articles/203990870
LATE RETURNS & FEES
There're many downsides to late returns:
First, it creates inconveniences for the owner and the next renter and disturbs their schedules.
Second, renter won't be covered by Turo's insurance anymore after the designated return time if anything happens.
Third, late return fee is pretty expensive: $50/hour late according to Turo's policy.
For more information, see: https://support.turo.com/hc/en-us/articles/203990710
PARKING & TRAFFIC TICKETS
The renter must pay all tickets (other than photo tickets*) for events occurring during the trip. The renter is also responsible for all parking tickets/fines received up to 24 hours after the end of the trip, if the parking ticket was due to the renter’s improper parking.
The renter should notify the owner if the renter receives a ticket during their trip, and, so long as it is not a photo ticket, should pay the full cost immediately.
If an owner notifies Turo of a ticket received during the rental period (or during the period 24 hours thereafter), Turo will promptly charge the renter for the full cost of the ticket plus any related fees.
*If the ticket is for a moving violation captured by a camera, and the owner receives a ticket in the mail, Turo will provide the necessary information to the owner in order to allow the owner to contest the violation and transfer the liability to the renter. While the processes to contest or transfer these tickets varies by jurisdiction, the owner typically would complete an affidavit of non-liability in order to request it be removed from their record and transferred to the renter’s. Note: Paying a “photo ticket” will often prevent an owner from being able to contest these type of tickets, so the renter must not pay these photo tickets.
For more information, see: https://support.turo.com/hc/en-us/articles/203990530
In the United States and Alberta, Ontario, and Quebec, Canada, owners on Turo have the option to provide their own commercial rental liability insurance to travelers and opt out of a Turo protection package. This option is only available to owners who have a commercial rental car insurance policy in which they can provide protection directly to their customers. Owners in all other countries where Turo operates must use their own commercial liability insurance and are not able to utilize a Turo protection plan.
If you choose to take a trip with a vehicle where the owner is providing insurance directly, as indicated in the vehicle listing, you can expect to see some differences with our marketplace model. Because you will be receiving liability insurance directly from the owner, you will work directly with the owner and their insurer in connection with claims, accidents, and towing, should the need arise. Instead of contacting Turo support, in most cases you will contact the owner directly. In addition, some owners may require you to sign additional paperwork and charge additional fees for things like insurance and mileage after the time of booking on Turo.
Please remember that trips where the owner provides the insurance are the only circumstances on Turo in which off-Turo transactions (like paying for issues like additional mileage or gasoline fees outside of the Turo system) are permitted.
The following is an explanation of the ways in which our support and policies will change if you choose to take a trip with a vehicle that offers owner-provided insurance.
- Insurance, protection & collision damage waiver (CDW):
The owner may charge you for protection packages after the time of booking, such as when you pick up the vehicle. These may be charged by the owner separately. The owner should disclose in the listing if the insurance and protection is included in the trip price or if it will be charged separately.
- Damage claims:
If there is damage to the vehicle, or you are in an accident, you will communicate directly with the owner and their insurer. Turo will not be involved in the claims and adjusting process.
- Accidents, breakdowns, tows, and impounds:
If the car is involved in an accident or breaks down, you should contact the owner directly for roadside assistance. In the event the owner is unreachable or is unable to provide roadside assistance at that time, you may contact Turo to inquire about the availability of roadside assistance. Turo’s roadside is only available in the United States and Canada.
- Late returns and late fees:
If you return the car late, you are subject to the owner’s late return policies and fees, as outlined on their public vehicle listing.
- Additional fees and policies:
Any additional fees, including, but not limited to, insurance/protection packages, mileage overages, smoking, cleaning, young driver, and fuel are at the owner’s discretion. The owner may require a deposit or impose other policies that are different from Turo’s standard policies, such as requiring a credit card or additional paperwork before or at the trip start time.
- Secondary drivers:
Any additional drivers that you want to add to your reservation must be approved directly by the owner. You cannot add additional drivers through the Turo platform when you book a vehicle with owner-provided insurance.
It will be disclosed when you book a vehicle whether the insurance is owner-provided or provided via Turo. Once you book, the owner should provide you with everything else you need to know.
For more information, see: https://support.turo.com/hc/en-us/articles/229416727
Are my passengers allowed to drive? How do I add a driver?
If you have booked a trip in a vehicle covered by a Turo protection package, then your passengers can drive as long as they’re an approved Turo driver. If your booked vehicle is covered by owner-provided insurance, you will need to confirm any additional requirements with the owner directly before allowing anyone else to drive the vehicle. Your passenger may not be covered by the owner’s insurance if they drive, and you must comply with any of their insurance requirements.
If you’re in a Turo covered trip and your passengers are approved Turo drivers, great! They can assist you with the drive. If not, they’ll have to stay your co-pilot. You must be the driver when picking up and dropping off the car, and it's your responsibility to confirm whether your passenger has been approved before letting them drive the car.
To get another licensed driver officially approved to drive:
Have the person who wants to be an additional driver get approved to drive. Once they create an account, and submit their driver's license and credit card information, we will review their application to ensure they meet our eligibility criteria. They’ll receive either confirmation that they've been approved, or notice that we have not been able to approve them.
If they are not approved, they may be asked to provide additional information. There is also the possibility that they will be denied membership. If they are approved, notify the owner that there will be an additional driver via the Turo messaging system.
Please note that only the person who made the reservation may retrieve the keys from the owner, and that you remain primarily liable for the trip should anything happen.
For more information, see: https://support.turo.com/hc/en-us/articles/203990880
Am I responsible for cleaning the car before I return it?
With Turo, you’re not just getting any old rental car; you’re getting a car that’s part of a personal story, not a fleet.
We therefore expect travelers to take care of the car as if it were their own. Cars should be returned in the same condition they were received. Whether you’re coming back from a coastal getaway or a month-long road trip, we hope you’ll remember to shake out the sand and any crumbs you may have dropped so the car is just as tidy as when you first picked it up.
If you return the car in a noticeably dirtier condition and the owner notifies us, you may incur a cleaning fee. Our full list of fees and fines is found here. We recommend taking photos of the interior and exterior of the car both at the start and end of the trip and uploading those photos to the Trip Photos section of the app.
For more information, see: https://support.turo.com/hc/en-us/articles/207320447
Am I responsible for a flat tire?
Unfortunately, flat tires are a fact of life in driving cars, and you as a traveler are responsible for a flat tire that occurs during the trip, as well as any related damage that may result from that flat tire.
The only exception to this policy is if it is professionally documented that the flat is the result of a tire that was either 1) defective, or 2) had been subject to excessive wear such that it was unsafe to be driven as of the start of the reservation.
In the event of a flat, the traveler should look to a spare tire (our roadside service can dispatch a provider to help with this), and then coordinate with the owner to determine how to resolve the tire issue. If a repair is appropriate, that may be an effective way to go. If the sidewall is damaged or a repair is not possible, the renter is responsible for replacement of that tire (without any reduction or pro-ration based on mileage), but is not responsible for replacement of any of the non-damaged tires. The traveler needs to get the approval of the owner for a replacement tire, and must replace the tire with one of equal or greater quality.
For more information, see: https://support.turo.com/hc/en-us/articles/203990850