# Chargeback policy | Guest

> This policy addresses Turos prohibition on guests disputing a charge by asking their payment provider to reverse a transaction  Policy  Turos  Terms of servi

Source: https://help.turo.com/en_us/chargeback-policy-guest-S1reGLMee

Last updated: 2026-04-21T20:12:05.158Z

## Policy

Turo’s [Terms of service](https://turo.com/policies/terms) prohibit guests from disputing a charge by asking their payment provider to reverse a transaction. This is known as filing a chargeback. 

You're responsible for trip costs, security deposits, fees, post-trip incidentals, and claim costs; these are legitimate charges that may be part of your trip. When you provide a payment method, you authorize Turo or third-party providers to store and charge your payment method in the event you owe funds for eligible trip or post-trip costs. 

 If you have a question or concern about a charge from Turo, contact us. Tap the **"Get help"** button below to reach our AI assistant and ask to be connected to an agent.

To dispute an incidental invoice from your host, [take these steps](https://help.turo.com/disputing-an-invoice-from-your-host-H1NEN4eE5). To dispute a damage claim, contact Turo’s [Claims team](https://help.turo.com/how-guests-can-contact-claims-SJw1BNxE5#:~:text=US%20and%20Canada%20claims%253A%20Call,Pacific%20Time%20(excluding%20holidays).). 

## Violations

If you file a chargeback with your payment provider, Turo will restrict your account, and you’ll be unable to extend in-progress trips or book future trips. Turo may recover the vehicle for your in-progress trip, and you’ll be responsible for recovery costs.  

Turo will submit evidence of the disputed charge's validity to your payment provider, which may impact your account status with that provider. If the chargeback is not reversed, Turo may send the disputed amount to collections. 

Even if Turo determines a charge to be incorrect, filing a chargeback prevents Turo from issuing a refund while the dispute is under review by your payment provider, which may take up to 90 days depending on your provider’s timelines. 

Turo may [lift your account restriction](https://help.turo.com/lifting-account-restrictions-following-a-chargeback-rJjMcV1Xeg#:~:text=If%2520Turo%2520restricted%2520your%2520account,use%2520another%2520form%2520of%2520payment.), prevent the disputed amount from being sent to collections, and allow for a refund if circumstances support it, if you contact your payment provider directly to cancel your chargeback. You’re unable to resolve a disputed charge with Turo by offering to use another form of payment — you must cancel the chargeback.