How to Handle Late Returns on Turo | Host Guide to Protect Your Time & Earnings

When a guest returns a car late, it can throw off your cleaning schedule, delay another booking, or even cause you to miss out on income. Turo has a system in place to help hosts handle late returns professionally and get compensated—but you need to know how to approach it properly.

If your guest hasn’t modified the trip or received written approval from you in Turo messaging, and they return the vehicle more than 30 minutes late—you’re eligible for reimbursement. Turo considers this unauthorized use of the vehicle and has clear rules in place to compensate hosts.

What to Do If the Guest Hasn't Returned the Vehicle

While this can feel stressful, there is a clear process to follow through Turo. Here’s what to do if your vehicle is still in the guest’s possession after the trip has ended and no extension has been approved:

1. Message the Guest Immediately (in the Turo App)

   Your first move should always be polite but direct communication through Turo’s messaging platform. Here’s a template you can use:

Hi [Guest’s First Name], your Turo trip ended at [scheduled time], and the vehicle has not yet been returned. Please return the vehicle immediately or request an extension through the app if you’re experiencing delays. Let me know what’s going on so I can help facilitate the return. Thank you.

Keep all communication inside the app to ensure it’s documented. Do not agree to any off-platform extensions.

2. Check GPS or Telematics (If Equipped)

If your vehicle is equipped with a GPS tracker or telematics system, check the car’s current location. Take a screenshot of the location with a timestamp—this may be needed for Turo support.

If you don’t have a tracker, document:

• The last known drop-off location

• The exact time the trip ended

• Any communication (or lack thereof) from the guest

3. Contact Turo Support

Wait at least 30 minutes after a trip’s scheduled end time:

• Visit Turo Support or open a chat through the app

• Provide all relevant details:

  • Trip ID

  • Scheduled return time

  • Messages sent

  • Tracker location (if available)

Turo may escalate the case as improper return, and in extreme cases, may involve authorities if the vehicle is not returned or if theft is suspected.

Tips:

• If you do self-repo your vehicle contact law enforcement to escort you for safety. You never know if a guest is going to react.

• Do not send threats or confrontational messages (always remain professional)

Turo is the legal rental platform in this transaction—they must handle any escalation. Your job is to document, report, and stay professional.

What to Do Once the Vehicle is Returned Late

Once the vehicle is back in your possession, here's what to do:

1. Inspect & Document Immediately

   Check for damage, cleanliness, mileage overages, and take photos of:

   • The odometer

   • Interior/exterior

   • Timestamped return time or location (if applicable)

2. Submit a Late Return Claim

Go to:

• Turo app > Trips > Select Trip > Reimbursement

• Select Late Return and follow the prompts

If the guest disputes the late return or if you encounter issues submitting the claim, reach out to Turo Support with your evidence and communication log. To file a late return reimbursement request, Turo requires:

• Time-stamped evidence that the vehicle was returned late (e.g., photos or GPS screenshot)

• Written communication in the Turo app showing that the guest did not have approval

• Claim submitted within 24 hours of the trip’s scheduled end time

You can file the claim directly through the “Reimbursement” section in the app or on Turo’s website. Turo will calculate the additional usage fee based on:

• 0-29 minutes late: No charge

• 30 minutes to 1 hour 59 minutes late: ½ the average daily trip price; $50* improper return fee charged at Turo’s discretion if the guest is unresponsive, abandons the vehicle, causes a trip cancelation, or other reasons determined by Turo

• 2 hours or more late: Average daily trip price for 1 day + $20* late return fee; $50* improper return fee charged at Turo’s discretion if the guest is unresponsive, abandons the vehicle, causes a trip cancelation, or other reasons determined by Turo

Our Tips for Hosts (New or Experienced)

• Set clear expectations in your message templates. Always remind guests of their return time in your check-in or reminder messages.

• Use the Turo messaging system only. If a guest contacts you by phone or text, redirect them to the Turo app so all communication is documented.

• Document everything. Take a photo of your vehicle at the return location with a timestamp if the guest is late, or take a screenshot of the GPS if you're using a tracker.

• Politely message the guest once their return is late. Example:

  "Hi [Guest Name], your trip was scheduled to end at [Time]. Please return the vehicle as soon as possible or extend the trip in the app. Let me know if you need help."

• Be firm but professional. Even if the guest gives an excuse, you’re still entitled to compensation if they failed to return the vehicle on time and didn’t extend.

This is one reason we recommend every host have a hardwired tracker that is hidden from the guest in their vehicles. It can help ensure you get your vehicle back in a timely manner. You can also use the "kill switch" feature so the vehicle is disabled allowing the guest time to extend or Turo to recover the vehicle. The more consistent you are with documentation, the easier it becomes to win reimbursement claims and protect your asset.

Click Here to View Turo's full Additional Usage Policy for Hosts.