Reimbursement invoice and damage report policy

This policy addresses the types of issues and costs that can and can’t be submitted via a reimbursement invoice or damage report.

Policy

You can request reimbursement or report damage according to the following guidelines:

Eligible

• Reimbursement invoices for refueling costs, additional distance charges, tickets, and tolls  
• Physical or mechanical damage as permitted by the protection plan you chose 
• Damage claim for key replacement

Ineligible

• Cleaning, additional usage, and late returns — report these as issues in the Turo app; don’t submit them as reimbursement invoices 
• Wear and tear, pre-existing damage, or mechanical issues related to vehicle maintenance 
• Parking fees you pay to pick up your vehicle after a trip ends
• Payment processing, time, or anything outside of Turo's policies; this includes convenience charges outside of what Turo permits 
• Identical invoices or double charging a guest for a previously resolved case
• Reimbursement type that doesn’t match the incidental cost (e.g., submit a ticket cost in the field for fuel replacement)
• Reimbursement amount requested is more than the submitted evidence supports

Violations

If we discover that you’ve submitted an ineligible reimbursement invoice, Turo will deny the invoice or refund the guest if they’ve already paid. We’ll also charge you $50* per transaction. Turo reserves the right to charge additional host fees if we learn the case includes other policy violations. 

Ineligible damage reports are covered in our Material misrepresentation policy. Multiple reports of misuse will be grounds for removal from Turo. 

 *Values are in A$ for Australia, CA$ for Canada, £ for the United Kingdom, and $US for the United States and its territories 

You may also find these helpful:

• Request reimbursement 
• Report damage