FAQ

Accidents can inevitably happen. Here's how to best handle the situation: 

1. Calmly Collect Driver Information:
   Ensure you obtain the other driver’s full name, address, and contact details. This is crucial for follow-up communication and potential legal purposes. If you feel it necessary, contact the authorities to file a police report. 

2. Document Vehicle and Insurance Information:

Record the vehicle registration number, as well as the name of the other driver’s insurance provider, policy number, and any other relevant insurance details. This information will be essential for filing claims and resolving any disputes.

3. Capture Photographic Evidence:
   Take clear, detailed photos of the other vehicle, focusing on any visible damage. If possible, photograph the surrounding area and the positions of the vehicles as they were at the time of the accident. This visual evidence can be important for accident reconstruction and insurance purposes.

4. Gather Witness Information:
   If there are any witnesses to the incident, ask for their contact details. Their statements could help corroborate your account of the accident and assist in the investigation process.

As the renter, you are financially responsible for any physically damage caused during your booking. This responsibility applies to tire related damages too.

If you get a flat tire, here's what you should do:

1. Pull into the nearest tire shop or call roadside assistance at tel: (415)-963-4109

2. Repair or purchase a new tire for your rental, and continue on your trip.

Dislaimer: You are prohibited from purchasing used tires as replacements. 

Per Turo's Policy, as the Primary Driver of the vehicle, you'll be responsible for the vehicle while it's in possession. This responsibility includes and is not limited to the following:

1. Returning the Vehicle in Its Original Condition:
   You must return the vehicle on time and in the same condition it was in when you first received it. This includes ensuring the vehicle is free from any new damage or alterations, both externally and internally.

2. Liability for Physical Damage, Theft, and Related Costs:
   You are responsible for any physical damage to the vehicle resulting from a collision, comprehensive events, or theft during your rental period. This includes all related costs, regardless of who is deemed at fault for the incident. Should the vehicle be damaged, lost, or stolen during your trip, you will bear the financial responsibility for repair, replacement, or other associated expenses.

3. Total Loss of the Vehicle:
   In the event that the vehicle suffers physical damage that renders it a total loss, you will be liable for the actual cash value (ACV) of the vehicle, which is the vehicle’s market value at the time of the incident, minus any salvage value. This also includes any related costs associated with the loss.

4. Interior and Mechanical Damage:
   Our protection plans do not cover interior or mechanical damage to the vehicle. You will be responsible for any repairs or replacements necessary for interior damage or mechanical failures that occur during your rental. This includes the cost of fixing damage caused by misuse, neglect, or accidents. However, normal wear and tear to the interior or mechanical breakdowns not resulting from your negligence or abuse are not your responsibility.

5. Exclusion of Liability for Interior and Mechanical Damage:
   The limitations on financial responsibility provided under the Premier, Standard, and Minimum protection plans do not apply to interior or mechanical damage. This means that you are fully accountable for any damage or repair costs to the vehicle’s interior or mechanical systems during your rental, unless the damage is due to normal wear and tear or an issue unrelated to your actions.

By understanding and adhering to these responsibilities, you help ensure a smooth rental experience and protect both yourself and us, as the vehicle owner from unforeseen costs and liabilities.

Turo protection plans for guests do not protect for interior damage or mechanical damage — you’re responsible for repair or replacement, as well as Related Costs, for interior damage or mechanical damage occurring during the trip. To learn more about Turo's Protection Plans, visit the following link: https://help.turo.com/en_us/protection-plans-including-insurance-or-us-guests-HkwgBNgN9

To complete your Turo Check-In process, you must present us with a valid driver’s license that meets the following criteria:

1. Valid License for a Turo Trip:
   Your license must be valid for use on a Turo trip. This means the license must be active and not expired. Turo does not permit the use of expired licenses, nor can we accept a license that has been altered or is conditional, probationary, provisional, or restricted.

2. Learner’s Permits Are Not Accepted:
   We cannot accept a learner's permit as a valid form of identification for a Turo trip. The permit must be replaced with a full, valid driver’s license to proceed with the booking.

3. Temporary Licenses:
   Hosts in both the U.S. and Canada are allowed to accept a temporary driver’s license, provided it meets specific requirements. In the U.S., the temporary license must include a photo of the primary guest. If the temporary license does not include a photo, you must also present an additional form of government-issued photo identification to verify your identity.

By ensuring you meet these requirements, you help facilitate a smooth check-in process with us and avoid any potential delays or issues with your rental. 

Returning the Vehicle and Requesting an Extension

As a guest, you are expected to return our vehicle on time, as outlined in your reservation. If you find yourself running late and need more time, you must request an extension through the Turo platform as soon as possible. You can make this request at any time during the trip and up to 24 hours after the originally scheduled return time.

Please note the following conditions for requesting an extension:

1. Valid Request Process:
   An extension request is only valid if submitted through Turo’s platform, and it must be accepted via the Turo system for the extension to be official. Requests made outside of Turo will not be accepted.

2. Situations Where an Extension Cannot Be Granted:
   You will be unable to extend your trip if any of the following occur:

   • Your extension request is either declined or the request expires before being approved.

   • The vehicle is unavailable for all or part of the extended period you’re requesting (e.g., it has already been booked by another guest).

   • You have insufficient funds in your payment account to cover the extension charges.

3. If You Cannot Request an Extension:
   If you are unable to request an extension for any reason, you are required to return the vehicle at the originally scheduled time. If the trip end time has already passed, you must return the vehicle immediately.

By following these guidelines, you can ensure that your trip runs smoothly.

You’re responsible for paying the cost of tolls incurred during your trip. Costs may include tax as well as administrative, processing, and late fees. Once we receive a payment notice from a toll agency, we’ll invoice you for the toll costs. 

Our vehicles are equipped with California FasTrak Sticker Transponders. You’re prohibited from removing the transponder or from using your own transponder.

As the renter, you are responsible for returning the vehicle with the same amount of fuel (gas, diesel, petrol) or battery charge it had when you picked it up. 

We understand that travel days are stressful. Which is why, for a $10 convenience fee and fuel cost, we'll handle the gas for you, so your drop off process is easy and worry-free! 

If you change your mind regarding your vehicle selection, feel free to reach out in the Turo App and we'll provide you with alternative vehicle upgrades.

We want to ensure that all of our guests will have the same memorable experience as you - which is why we ask you to be mindful and considerate of those who'll rent the car after you. 

Smoking in any of our vehicle listed is strictly prohibited — even if there’s a suggestion that the previous guest has done so. 

Our no smoking policy covers the use of, but isn’t limited to, any tobacco or tobacco-related products, marijuana or marijuana substitutes, e-cigarettes, or personal vaporizers.   

We do not expect you to clean the rental before your trip ends as long as it's in a similar condition as to when you picked it up.  We do, however, reserve the right to report and irresponsible or abusive behavior to Turo.  

As a guest, you are responsible for any fees or fines incurred during your trip under the following circumstances:

1. Tickets for Illegal Driving:
   You are liable for any traffic tickets or fines resulting from illegal driving that occur during the course of your rental. This includes violations such as running a red light, speeding, or driving under the influence.

2. Parking Tickets and Related Fines:
   You are responsible for any parking tickets, fines, or costs associated with towing or impounding of the vehicle due to improper parking during the rental period. This also includes parking tickets received up to 24 hours after your trip ends. For example, if you park improperly or fail to pay for parking, you are responsible for those charges, even if they are issued after your trip officially ends.

3. Liability for Moving Violation Tickets:
   You are responsible for moving violation tickets (such as speeding or illegal turns) that can be transferred to you by the issuing authority. This means if a ticket is issued to the vehicle during your trip, and the issuing authority assigns the fine to you, you must cover the associated costs.

4. Processing Fee for Host Reimbursement Requests:
   If a host submits a reimbursement request for any fees or fines that require intervention from Turo, you will be responsible for a 3% processing fee. This fee helps cover the administrative costs associated with resolving the issue through Turo’s platform.

5. Administrative Fee for Speeding Tickets at Toll Collection Sites:
   If you incur a speeding ticket at a toll collection site, you will be responsible for an administrative fee in addition to the cost of the ticket itself. This fee helps cover the processing and handling of toll-related violations.

By understanding and adhering to these responsibilities, you can help ensure that your rental experience is free of unexpected charges and that you stay in compliance with local laws and regulations.

To ensure your trip runs smooth and hassle-free, we offer Child Safety Seats for your convenience. 

Infant, toddler and booster seats are available for a one-time fee of $25.00/trip. 

When booking, please let us know the type of child safety seat you'll need for your trip, and we'll ensure that this is in your car at the time of pick up.

Disclaimer: You are solely responsible for the safety installation and proper use of child safety seats. Extras and Add-Ons are not covered through any of the selected protection plans. 

Planning on taking a snow/ski trip? For a small one-time-fee of $29.00, book your trip with the optional add-on of Snow Chains!

Disclaimer: Extras and Add-Ons are not covered through any of the selected protection plans. 

To show our appreciation towards our returning customers and guests, we'll send you a discount code towards your next booking! The discount code will be available once your booked trip is marked as completed. 

You may add up to 8 additional drivers to your booked trips.

To ensure the approval process for an additional driver is as smooth and timely as possible, follow these guidelines:

1. Create and Approve Your Driver’s Turo Account First:
   Before submitting a request to add someone as a driver to your trip, ensure they have created a Turo account and have been approved to drive. This step is crucial to avoid delays in processing your request.

2. Verify the Driver Meets Age Requirements:
   Make sure that the driver you wish to add meets the age requirements for the specific vehicle you’ve booked. Different vehicles may have varying age restrictions, and it’s important to ensure your additional driver is eligible.

3. Submit Your Request in Advance:
   To give enough time for processing, submit your request to add a driver through the Turo system at least 24 hours before your scheduled trip start time. This helps ensure that the approval process is completed without any last-minute issues.

4. Prepare for Potential Delays:
   If additional documentation is needed to verify your driver’s eligibility, the approval process may take longer. Be prepared for this possibility and plan accordingly to avoid any disruption to your trip.

5. Adding a Driver During Your Trip:
   If necessary, you can request to add a driver during your trip. However, it’s important to note that this request must also be submitted through Turo for it to be valid and processed in a timely manner.

As the primary driver of the vehicle, you have the following responsibilities:

1. Pick Up and Return the Vehicle:
   You, as the primary driver, are responsible for both picking up and returning the vehicle at the scheduled times. This ensures that the vehicle is handled properly and the host’s expectations are met.

2. Financial Responsibility During the Trip:
   You are fully responsible for the financial aspects of the rental during your trip. This includes any charges, fees, or fines incurred while you are driving the vehicle.

3. Only Approved Drivers Can Drive:
   If you allow someone who has not been approved by Turo to drive the vehicle, it will void your protection plan. To ensure your coverage remains valid, only approved drivers should operate the car.

4. No Additional Fees for Adding a Driver:
   You are not responsible for any additional fees or charges that may apply when adding an approved driver to your trip. Any costs associated with adding a driver will be handled according to Turo’s policies.

As the Primary Driver associated with your trip, you must be present at the time of pick up of the car. Please note, you are solely financially responsible for any and all physically damages occured during your trip. 

You can submit a request to change your vehicle pickup or return time/date/location after booking your trip. Even if your trip is already in progress, you can still request a change to the return location. However, the new location must meet the following criteria:

To request a location or time/date change:

1. Log into the Turo Platform:
   Open the Turo app or visit turo.com and log in to your account.

2. Open Your Trip:
   Navigate to the Trips section and select the reservation you want to modify.

3. Choose “Change Trip”:
   Once you’ve opened your trip details, click or tap on “Change trip”.

4. Select “Trip Dates and Location”:
   From the options provided, select “Trip dates and location” to make your changes.

5. Submit Your Request:
   Follow the prompts to submit your request to change the time and date/pickup or return location.

Important Notes:

• A location change request is only valid if submitted through the Turo platform and accepted by us. Per Turo's Policy, direct communication with the host outside of Turo will not be considered a valid change request.

• All location changes are subject to the approval, availability, and delivery range.

By following these steps, you ensure that your location change is processed correctly and that your trip details are updated as needed.

Click the button below for detailed instructions.

From the 4th Floor of the parking garage, please take the elevator to the lobby. 

Once you exit the glass doors to the street, turn right, follow the blue patches on the ground to The Parking Spot building.

When you enter their lot, you will see a 'Shuttle Pick Up' sign on your left handside. The Shuttle will take you directly to the airport.

Whether a refundable security deposit is required for your trip and the amount of that deposit depends on several factors, including the type of vehicle you choose and other variables specific to your booking. The cost of the security deposit will be clearly displayed on the checkout page before you complete your reservation.

Deposits for Trips in the United States

• Deluxe Class Vehicles:
  A $750 security deposit is required for guests under the age of 30 who book a Deluxe Class vehicle. Guests must be 25 years or older to book a Deluxe Class vehicle.

• Super Deluxe Class Vehicles:
  A $750 security deposit is required for all guests who book a Super Deluxe Class vehicle. Guests must be 30 years or older to book a Super Deluxe Class vehicle.

• Security System-Selected Deposit:
  A $200 deposit may be required if Turo’s security system selects your trip for a deposit. This may happen based on various factors including your account history, trip details, and vehicle type.

Note on Insurance Information:

When prompted during the booking process, you have the option to submit your personal insurance information. Doing so may qualify you for a $250 discount on your security deposit. Please note that Turo cannot apply this discount after your booking is confirmed, so make sure to provide this information at the time of booking.

Security Deposit Refunds

Your security deposit will be automatically refunded 80 hours after your trip ends, provided the following conditions are met:

1. No Reported Vehicle Damage:
   Neither you nor your host have reported any damage to the vehicle during the trip.

2. No Unpaid Eligible Reimbursement Invoices:
   You do not have any unpaid reimbursement invoices for fees or damages incurred during the trip.

Refund Process:

Once the refund is initiated, the funds will be processed by your bank or credit card company according to their specific timeline. Please note that the timing of your refund may vary depending on your financial institution.

Non-Refundable Trips:

For trips marked as non-refundable, security deposits are refundable based on the same conditions outlined above.

Per Turo's policy, you can drive a vehicle booked on Turo anywhere in the country in which your trip originated. There are no restrictions for driving across state or province borders. Turo does have guidelines in place for driving across country borders.  

You can drive a vehicle booked in the US or Canada across the US-Canadian border. You can’t, under any circumstances, cross the US-Mexico border. 

Pets and Service animals are more than welcome to join you on your journey!

However, we ask you to be a responsible pet owner and make sure to clean up after your pet.