Module 5: Turo Claims & Incidentals
What this lesson covers: The correct way to report and charge for a policy violation like smoking or excessive mess.
This is a different process than a damage claim. Smoking and cleaning violations are reported as "Issues" inside the Turo app, not submitted as damage reports or reimbursement invoices. Using the wrong mechanism is a common mistake that can get your request rejected on a technicality even when the violation is real.
Steps:
Take clear post-trip photos showing the specific evidence: ash, burn marks, smoking products, stains, excessive trash, or excessive dirt.
Report the issue in the app within 24 hours of the trip ending
Turo reviews the evidence and issues a $150 smoking and/or cleaning fee directly to you.
Be reasonable and factual: Report what you can actually document with photos. A vague complaint without visual evidence is far less likely to result in a successful charge, and disputes over these fees do happen on both sides.
Important note: Pre trip photos come into play in a big way here. When taking pre-trip photos be sure to get clear photos of seats, carpets, and both underneath and in between seats. This is where ash or otherwise forgotten about smoking evidence is left behind.
