No smoking please. No pets please. Keep vehicle as clean as possible. Please use gas grade 89 or above.

• How do the Tolls work?

  For your convenience, each booking is equipped with a Sunpass, so you can save time and money by not having to stop at the toll booth! You will be billed for tolls and airport parking (if applicable) directly through the Turo app at the end of your trip. Please be sure to use the Sunpass/Express Lane when going through toll roads.

• I’m having an issue with my flight. What do I do?

  If your flight is delayed or canceled or you’re delayed because of lost luggage, you must update your host via Turo messaging. We encourage hosts to be accommodating if they can, so you may be able to adjust your trip start time. Once you know your new arrival time or when you can start your trip, work it out with your host in messaging. Then submit a request for the trip change via the Turo system so your host can approve it. To request a trip change, log onto Turo. Open your Trips tab, tap “Booked,” and select the trip you’d like to change. Tap the “Change trip” button to make your request. If your host can’t accommodate your change and cancels the trip, we’ll help you find another vehicle. For US trips, call [Number redacted for privacy and security].

• Do I need to clean the vehicle before return?

  You aren’t expected to clean or disinfect the car before returning it to your host. However, if you return the car in a condition that only could have been caused by irresponsible or abusive behavior, your host can report the issue to Turo. When they do, the customer support team will review the evidence. If it clearly shows an eligible cleaning issue, we’ll charge you a cleaning violation fee of $150 plus a 3% processing fee. In some circumstances and at our full discretion, we may also remove you from Turo. Eligible cleaning issues A host can report and charge a violation fee for the following issues: Biowaste or bodily fluids Spills or waste that requires cleaning inside of vents or between the door panel and window Major stains or residue that covers a large area of the vehicle’s interior and would require steam cleaning or a full detail An extreme amount of caked on mud, dirt, sand, or insects that requires professional-level exterior detailing Significant amounts of pet hair

• How do I extend or shorten my trip?

  If you want to change the day or time your trip starts or ends, you must submit a trip change request via Turo. You can submit a request before the trip begins, while it’s in progress, or up to six hours after the scheduled trip end time. If your host and vehicle are ready and you two agree, you can complete trip check-in in the app up to one hour before the scheduled trip start without submitting a trip change request. You can take responsibility for the car and activate the protection plan by sliding the toggle on the last screen. The check-in process in the app must be completed for this early exchange to be valid. You can check out and return a vehicle up to three hours early without submitting a trip change request only if you receive your host’s written consent in Turo messaging. A trip change is only valid if you make the request through Turo and your host accepts it. If you keep your host’s car past the scheduled end time without their approval via the Turo system, your host may charge you for additional usage and related fees, and it may void your protection plan. If you make an unapproved early return, we’ll be unable to refund you for any unused trip time. You’ll still be responsible for any parking tickets or tow charges up to 24 hours after the scheduled trip end. To request to extend or shorten your trip, follow these instructions: Log onto turo.com or the Turo app to open your Trips tab. Tap “Booked” to select the trip you’d like to change. Select the Details tab. If your trip is in progress, select the “Modify trip” button. From the menu of options, select "Dates and Location" If your trip has ended, select the “Extend trip” button. Enter your new end time and write a message to your host. Submit your request.

• How do I check-in /check-out?

  Checking in to start a trip Here’s what to plan for and expect when you check in for a trip: If you’re meeting your host in person, you must present your current, valid license. If you’re completing a contactless check-in, you’ll need to upload the following to Trip photos within 24 hours of the trip start time: A close-up photo of your driver’s license with the first few digits of the license number hidden. A selfie of you holding your license next to your face. The primary driver must be the one to check in and pick up the car. If you have a US or Canadian temporary license, contact customer support in advance of your trip to confirm we’ll accept it. Call 1-[Number redacted for privacy and security] (US) or 1-[Number redacted for privacy and security] (CA). In the US, your temporary license must have a photo of you on it. If it doesn’t, you must also present one piece of valid government ID. In Canada, you must always present one piece of valid government ID along with your temporary license. If your license is expired, invalid, or you send an additional driver to pick up the car, we’ll consider you a no-show, cancel the trip, and may issue you a partial refund. If you're late to pick up the car and didn't upload verification photos, your host may report you as a no-show, in which case, we’ll cancel the trip, and may issue you a partial refund. Once you’ve completed verification, document the condition of the car. If you discover it doesn’t meet legal requirements, is unsafe to drive, or hasn’t been cleaned, don’t complete check-in and report the car as unsafe or unsatisfactory. Note: Your host must either hand you or give you access to the car’s keys — even if the car is equipped with remote locking and unlocking. If they don’t, contact Customer Support at 1-[Number redacted for privacy and security] (US), 1-[Number redacted for privacy and security] (CA), 44 0[Number redacted for privacy and security] (UK). Checking out at the end of a trip When you return your host’s vehicle at the end of a trip, be sure to: Refill the fuel or recharge the battery to the same level it was at check-in. Take dashboard photos showing the mileage and fuel/charge level. Tidy up the vehicle with these cleaning guidelines and fee reminders in mind. Take and upload interior and exterior photos that show the cleanliness and any damage. If you’re parking on the street, make sure you choose a spot that's legal and safe for the next 24 hours. You’re responsible for any parking tickets incurred within 24 hours after the trip end.