MODERATE CLEANING - UP TO $50
• Car exterior is returned significantly* dirtier than it was received (e.g. dirt on car body, wheels, or windows).
• Floor mats or upholstery are returned significantly* dirtier than they were received (e.g. requires more than a shake-out to be restored to original condition).
• Large amounts of food, dirt, or mud that cannot be shaken out and must be heavily vacuumed to remove.
• Light stains or residue on hard surfaces (e.g. liquid spills or sticky substances).
*In the event of a dispute, Turo will use its discretion to determine the amount of the reimbursement.
HEAVY CLEANING - $100
• Major stains or residue on seat fabric or other hard-to-clean surfaces.
SEVERE CLEANING - $150
• Situations in which a car contains the aforementioned violations on an egregious level that would require steam cleaning or a full detail.
PET HAIR - $150
• If a pet enters a vehicle at any time without a host’s consent, the guest will be held responsible for having the car cleaned.
• Hosts may still charge cleaning fees if they give consent and the car is returned with significant amounts of pet hair.
• Service animals are not excluded from this policy.
SMOKING - $50 OR $150
• $50 for smoke scent removal only.
• $150 for smoke scent removal and physical remnants of smoking (e.g. ash, cigarette butts). If there is damage to your car (e.g. a burn mark), you should submit a damage claim, not a cleaning reimbursement.
MAXIMUM - $250
• If a car is returned with multiple cleanliness issues (such as a combination of severe cleaning and smoking remnants), the maximum fee that will be assessed is $250.
Cars towed to impound lots
If a host's car is towed to an impound lot, Turo will provide the host with all information the host requests so that they can retrieve the car in accordance with the requirements of the lot or related governmental entity. If the host authorizes the guest to retrieve the car, Turo may also provide the guest with all information deemed appropriate.
The guest will be held responsible for all fees associated with the tow and impound.
MOVING VIOLATIONS AND PHOTO TICKETS
Hosts who wish to transfer liability to a guest should not pay moving violation and/or photo tickets before contacting Turo.
Similarly, guests must not pay moving violation and/or photo tickets. Doing so may prevent a host from being able to contest them and result in their being unfairly penalized for a violation they did not commit.
If the ticket is for speeding, a red light violation, or other moving violation, including one captured by a camera, and the host receives a ticket in the mail, Turo will provide the necessary information to the ticketing agency or to the host to allow them to contest the violation and transfer the liability to the guest.
Tickets received during a trip
The guest must pay all tickets (other than moving violations and photo tickets*) for violations committed during a trip. The guest is also responsible for all parking tickets, tows, and fines received up to 24 hours after the end of the trip, if the parking ticket was due to the guest’s improper parking.
The guest should notify the host if they receive a ticket during their trip, and, as long as it is not a moving violation (speeding, red light violation, etc.) or photo ticket, the guest should pay the full cost immediately.
Smoking policy, Pet Policy, Cleaning Policy
Guests and their passengers are not permitted to smoke in any vehicle in the Turo marketplace.
This smoking policy covers the use of, but is not limited to, any tobacco or tobacco-related products, marijuana or marijuana substitutes, e-cigarettes, or personal vaporizers.
We take reports of smoking very seriously. If the smell of smoke, vaporized substances, or aerosol fumes is reported by the host no later than 72 hours after the end of a trip, the guest may be subject to a fine (contingent on a review of supporting documentation and varying based on severity) and potential removal from the community. The process for requesting reimbursement for cleaning because of a smoking violation is described here.
If there is a smell indicating the use of any of the substances listed above prior to trip start, the guest should let us know by contacting us via support.turo.com (please create a Subject line "Smoking Violation Before Trip Begins") or via phone immediately to avoid being unfairly held responsible for the violation.
If a host smokes in their car, they must include this information in their vehicle listing so that prospective guests are aware of the condition. If a host fails to do so, and there is a smell indicating the use of any of the substances listed above, the guest can decline to take possession of the car and receive a full refund, and the host may not receive earnings for that trip. The host is then subject to a fine and potential removal from the community.
A host who indicates that they smoke in their car is not granting permission to guests and their passengers to smoke in the vehicle. Smoking is not allowed regardless of a host’s personal choice regarding smoking.
Pets are not allowed in cars without the host’s explicit consent except in the case of service animals. For information on what constitutes a service animal (in the US only), check out that information here.
We strongly recommend that all guests notify their hosts ahead of time that a pet will be present for the trip, even if it’s a service animal, as hosts may request reimbursement for cleaning. Some hosts may even offer a pet fee to their guests as an Extra to cover any costs of cleaning and maintenance that may result from traveling with a pet.
If a host reports that a guest has transported a pet without the host’s authorization or the car is returned significantly dirtier than when it was picked up, the guest will be subject to additional fees and may have their membership revoked for violating the Terms of Service. Service animals are not exempt from any cleaning fees that may be necessary after a trip.
We expect hosts to provide guests with a clean car. In turn, guests must return the car in the same condition in which they received it or as close to clean as possible. If a guest does not want to accept a car because they find it to be unacceptably dirty, they should not begin their trip. Instead, they should contact Customer Support so we can help them address the issue. If a host receives a dirty car from a guest, they can charge the guest for cleaning fees in two ways.
If the host wishes to charge less than $50 for cleaning, they can use the Reimbursement tool. If the request is more than $50, the host will have to contact Customer Support.