# Cleaning policy | Guests

> Guest rights     Hosts are required to provide you with a clean and disinfected car You can   contact your host   via Trip messaging  to a

Source: https://help.turo.com/en_us/cleaning-and-disinfection-policy-or-guests-rkLCVVeVq

Last updated: 2026-04-28T20:53:03.045Z

## Policy

Hosts must provide you with a clean vehicle. When you inspect the vehicle at check-in, you have the right to refuse it and cancel your trip if you’re concerned it wasn’t cleaned. We’ll refund you for the trip or help you book another vehicle **_as long as you report the issue as outlined below._**

#### Reporting a cleanliness issue 

**If you’re concerned the vehicle wasn’t cleaned, don’t accept the vehicle and don't complete check-in for the trip.** 

To report a cleanliness issue, take photos showing the vehicle’s condition and contact customer support right away. We’ll cancel the trip and issue a refund, or help you find a new vehicle. 

If you’re meeting your host to check in, ask them to stay until you’ve inspected the vehicle’s condition. If you’re checking in remotely without the host present, inspect the vehicle thoroughly to assess cleanliness. 

####   

#### Cleaning the vehicle before returning

You aren’t expected to clean the vehicle before returning it to your host. That said, 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. Our customer support team will review the evidence — if it clearly shows an eligible cleaning issue, we’ll charge you a Cleaning policy violation fee of $150\* ($50\* in France) plus a 3% Turo admin fee and an airport fee if your trip started or ended at an airport where Turo has a permit and the airport charges a fee on incidental costs. In some circumstances and at our full discretion, we may also remove you from Turo.  

## Violations

A host can report and charge a violation fee for the following eligible cleaning 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 requires professional-level exterior detailing
*   Significant amounts of pet hair 
*   (Hawaii only) Red dirt caked on the interior or exterior, including tires, which may result from traveling in these areas:
    

## Areas in Hawaii with red dirt

**The Island of Hawaii**

Upper Hāmākua (Waipi'o Valley Road)

**The Island of Hawaii**

Mauna Kea Observatory Access Road

**The Island of Hawaii**

Papakōlea Green Sand Beach

**The Island of Hawaii**

Puʻuwaʻawaʻa Forest Reserve

**Maui**

Peʻahi (Jaws)

**Maui**

Between Kaupō and Ulupalakua (southeast slopes of Haleakalā)

**Maui**

Ulupalakua uplands

**Maui**

Polipoli

**Oʻahu**

Wahiawā plateau

**Kauaʻi**

Polihale access road

**Kauaʻi**

Kōkeʻe State Park (unpaved roads)

**Kauaʻi**

Waimea Canyon (Halemanu Road)

## Exceptions

A host can’t report or charge a violation fee for the following ineligible cleaning issues: 

*   Small interior messes of items that can be thrown away, wiped up or vacuumed (e.g., food wrappers, beverage bottles, sand, dirt, crumbs)
*   Exterior dirt, mud, or sand that can be removed by a car wash
*   Water stains, minor food or beverage spills, or sticky substances on the vehicle’s interior or exterior
*   Unpleasant odors  

Turo has a separate [No smoking policy](https://help.turo.com/en_us/no-smoking-policy-or-guests-SyW04NgN9) that permits hosts to report physical evidence of smoking. If there’s clear evidence that you or your passengers smoked in a vehicle, we’ll charge a $150\* smoking violation fee ($50\* in France) plus a 3% processing fee\*, and it may result in your account being closed by Turo.

  

\*Amounts are in A$ for Australia, CA$ for Canada, € for France, and £ for the United Kingdom. They’re in US$ for the United States and its territories.