Turo rentals
Frequently Asked Questions
Renting one of our cars on Turo? Here are the answers to what guests ask most.
What if I have an issue with the car at the moment of picking up? 🚗❗
Please call: 514-532-1181 immediately. No one at the front desk can assist with TURO or rental inquiries.
What should I do if I have a problem with the car during my trip? 🛠️
If anything comes up—mechanical issues, warning lights, or accidents—please call us right away at 514-532-1181. We’ll do our best to assist you depending on the situation. If it’s after hours or we’re unavailable, you can also contact Turo roadside assistance directly through the app. However, it’s important that you still inform us as soon as possible.
Do I need to return the car with a full tank? ⛽
Yes, the car is provided with a full tank of gas and must be returned full. If it’s returned with less fuel, we’ll charge for the missing amount plus a $10 refueling fee. This will be handled according to Turo’s procedures and policies.
What happens if I’m late for pickup or return? ⏰
We follow Turo’s policies on late pickups and returns. If you do not modify the trip time through the Turo app, late fees will be charged. Please ensure all changes are made through the app to avoid extra charges.
Can I pick up the car early or return it late? 📅
All changes to trip times must be made directly through the Turo app. Go to your trip details and select “Modify Trip” to request a new time. We cannot make any schedule changes outside the app.
Do I need to clean the car before returning it? 🧼
Yes, the car must be returned very clean. We provide it clean and ready for your trip, and we expect it to be returned in the same condition. Other trips often start right after yours, so please be respectful—this is your car during the rental, and possibly in the future again. Take care of it as if it were your own.
How are tolls and tickets handled? 🚦
All tolls and tickets incurred during your trip will be charged through the Turo app. You are responsible for paying these costs. Turo provides a system to submit toll invoices and reimbursements up to 90 days after the trip ends. Please follow Turo’s procedures to avoid additional fees or penalties.
What type of gas should I use for the car? ⛽
The type of gas is specified in your Turo messages or you can ask through the app. Most cars require regular 87 octane gasoline, but some may need premium gas. Please check the details for your specific car before refueling.
Can I smoke or bring pets in the car? 🚭🐕
Smoking is strictly prohibited in all vehicles. Pets are only allowed if explicitly approved by the host. Please message us through the Turo app before your trip to confirm if pets are permitted.
What documents do I need to pick up the car? 📄
You must have your driver’s license verified by the Turo app before pickup. Turo requires two clear photos of your license to be uploaded, with all information—name, date, etc.—fully visible and readable. If the photos aren’t uploaded or don’t meet Turo’s requirements, the car cannot be released.