Who can drive the car?
Only the person who rents the car is insured to drive the vehicle. If you would like for someone else to drive the car, please add them as a driver. You can do this on your dashboard of the TURO APP. Unfortunately, if this step is not completed this will cause insurance to be voided, and you will be personally liable for the full cost of any damage. Please keep in mind that the primary driver would need to be present at time of pick up.
Do I need to re-fuel the vehicle before returning?
Yes, you would re-fuel the vehicle to the same level of as it was handed over. You can always refer to the before pictures to see how far the level was filled. To give the best experience, we handover vehicles fueled to the level past Full.
What happens if I am running behind and do not have time to re-fuel?
We understand that life happens! In this situation you can communicate to us and we can add the ‘pre-fueling” option to your reservation. This means we would re-fuel, submit for reimbursement for the fuel cost plus $10 service fee via APP. Very easy!
Running late for check out or would like to extend?
If you will be returning the vehicle later than scheduled, you must call and notify TURO at 1-866-735-2901 so that you will be protected with insurance coverage. Please keep in mind that sometimes a vehicle can be booked immediately after your reservation. Late returns will lead to a late return fee according to Turo late return policy,
What should I do if I would like to return earlier than my reservation time?
This is not a problem at all! Simply communicate that you would like to return earlier and complete the check out process that we would send to you. You can also modify the trip time if you are returning earlier. We would approve the request based on whether we can pick up the car at the new time you desire.
What should I do if there is damage to the car during your rental time?
First, take photos of the damage and upload via trip photos. Then, call TURO to report the claim and then communicate to us as well. The next steps will be determined through TURO and we will keep the communication ongoing throughout the process.
What should I do if I am running late for check in and I selected delivery?
The car will still be delivered to you by the original reservation time. If your delivery address is residential then the car will remain parked for you until you arrive and complete check in instructions. If the address involves street parking, we would submit for reimbursement for feeding the meter extra time.
Do I need to clean the car before returning?
Yes, there is always a chance that the car will be shared with someone else right after your reservation. We want to ensure that the next renter has a 5 STAR experience as well. The cleaning process can include vacuuming, wiping consoles and dashboard. Also, if you drove through muddy terrain or the weather was not in our favor. Please consider getting the exterior washed as well.
What should I do if i am running late for check in at the designated location?
Please communicate if you will be running behind and we will try our best to accommodate your new expected ETA.
Can I dispute a parking or speeding ticket?
Unfortunately, all tickets acquired during your rental time would be paid and submitted for reimbursement. Disputing a ticket can take from 6 months to a year and we unfortunately can not have a ticket unresolved for this long period of time. We would risk the ticket being forgotten, unpaid, or miss the reimbursement timeframe. The ticket is deemed liable to the person the car is registered too. With the amount of vehicles in our fleet, we run the risk of having multiple tickets being unresolved. Thank you for understanding!
What is the process if I receive a parking ticket?
Please keep in mind that the ticket is your responsibility. The next step would be to pay it immediately to avoid any penalties.