Legal matters

Cancellation policy

Last revised: November 13, 2023

Guest cancellation

Guests may cancel their trip through our site or mobile app, and the cancellation is effective immediately. Whether the guest received a full refund, a partial refund, or receives no refund depends on the circumstances. The total amount refunded will depend on when the guest cancels the trip, the length of the trip, and the trip type. The cancellation period is based on the vehicle’s time zone.

Full refund: Free cancellation period and cancellation for cleaning/disinfection concerns

Free cancellation period

Guests may cancel free of charge up to 24 hours before their trip starts. Guests who book within 24 hours of their trip have one hour after booking to cancel for free. If a guest wants to cancel a booked trip, we encourage them to notify their host as soon as possible via Turo messaging and to process the cancellation themselves through the Turo website or app. See instructions for how to cancel a trip.

Trip modifications

If a guest requests a trip modification and the host accepts, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.

Cancellation for cleaning/disinfection concerns

Guests may cancel free of charge and receive a full refund if, upon inspecting the vehicle at trip start, they have concerns that it hasn't been cleaned and disinfected. Guests are only eligible for a full refund if they: do not accept the vehicle, do not check in for the trip, and immediately contact Customer Support to report the issue. Guests in Turo Go cars are only eligible for a full refund if they: do not complete trip check-in and contact customer support no more than 2 hours after the scheduled trip start.

Partial refund: Cancellations outside the free period and guest no-shows

Cancellations outside the free period

If a guest wants to cancel a booked trip, we encourage them to notify the host via Turo messaging as soon as possible and to process the cancellation themselves through the Turo website or app. We’ll issue a partial refund to guests who cancel in this manner and do not fall within the free cancellation period. For canceled trips that are longer than two days, we’ll refund the guest the trip price and trip fee minus the average of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee. For canceled trips that are two days or shorter, we’ll refund the guest the trip price and trip fee minus half the average of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee.

Guest no-show

If a guest fails to cancel and doesn't show up for the trip within 30 minutes of the trip's scheduled start time, or if the photos or information provided by a guest fail to sufficiently allow for verification of the guest or their license during check-in, it's a guest no-show. If a guest has booked a trip in a Turo Go car, has not canceled their trip, and does not show up for 12 hours after the trip’s scheduled start time, it’s a guest no-show. A guest who shows up to a trip with no license, with an invalid license, or who sends their additional driver or another individual in their place is also a guest no-show. Turo or the host will cancel guest no-show trips, and we’ll issue the guest a partial refund. For no-show trips that are longer than two days, we’ll refund the guest their trip price and trip fee minus the average of two days' cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee. For no-show trips that are two days or shorter, we’ll refund the guest their trip price and trip fee minus the average of 75% of one day's cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee.

Exceptions

Exceptions to the guest refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, lost baggage issue (see below), safety issues tied to vehicle cleanliness, proof of providing valid verification photos or information at check-in, or other extenuating circumstances.

No refund: Early returns

Early returns

There are no credits/refunds issued for early returns except when the guest has submitted a trip modification request to shorten their trip and the host has accepted through the Turo website or app, as defined in Turo Terms of service.

Guest trips canceled by host, host no-shows, and trips canceled by Turo

Guest trips canceled by host and host no-shows

If a host cancels a guest’s trip or is a no-show — that is, hasn't canceled and doesn’t show up within 30 minutes of the scheduled trip start — Turo will refund the guest in full. Funds from the canceled or no-show trip will be available for 24 hours after the cancellation so a guest can rebook their trip. Customer Support is available to help guests rebook 24/7 (US and Canada) and during business hours for UK guests. If the funds remain unused after 24 hours, we'll automatically issue a full refund. Guests who don't want to rebook and don't want to wait 24 hours for Turo to issue a refund can initiate their refund as per the instructions in the cancellation email.

Trips canceled by Turo

In some cases, Turo’s trust and safety team will cancel a guest’s booked trip. If that were to happen, Turo will contact the guest and host, and issue the guest a full refund. In these instances, Customer Support is available to help guests rebook 24/7 (US and Canada) and during business hours for UK guests.

Guest trips impacted by flight delays, flight cancellations, or lost baggage

Flight delays or flight cancellations

If a guest’s flight is delayed or canceled, they must message their host to tell them and to request a trip modification for a new start time. If the host cannot or does not accommodate a new start time and the trip must be canceled, Turo will issue the guest a full refund if they've message their host and provided documentation. Specifically, guests must notify the host of the flight delay or cancellation at least one hour before the scheduled Turo trip start time. They must provide documentation, such as a screenshot from the airline mobile app or website, that shows the flight issue. The guest must notify Turo of a flight delay or cancellation within at least 24 hours of the trip’s scheduled start time to be eligible to benefit from this cancellation policy. If the guest’s flight is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.

Lost baggage delays

If the guest experiences a lost baggage delay, Turo will issue the guest a full refund if they’ve messaged their host and provided documentation. Specifically, they must notify their host no later 30 minutes after the scheduled trip start time, notify Turo of the lost baggage delay within 24 hours, and provide photo evidence of a baggage issue.

Host cancellation

If a host wants to cancel a booked trip, we encourage them to notify the guest via Turo messaging as soon as possible. Then they must process the cancellation through the Turo website or app. The cancellation is effective immediately, and the guest receives a complete refund. See instructions for how to cancel a trip with a guest.

Host cancellation and host no-shows

Host cancellations

Hosts will be subject to a $50* fee if they cancel a trip less than 24 hours before the start of the trip. If they cancel more than 24 hours before the start of the trip, the fee is $25*. After each canceled trip, hosts receive an automated review on their vehicle listing. It mentions the cancellation and how far in advance they canceled the trip. We waive the host fee and review if the guest rebooks a new trip with the same host within 24 hours of the cancellation. Hosts who repeatedly cancel trips may be subject to additional penalties, including removal from the marketplace.

All-Star Hosts

If you're an All-Star Host at the time of cancellation, we'll waive the cancellation fee. Hosts will still receive an automated cancellation review on their public profile but can respond to the review to explain why the cancellation was necessary. Cancellations will still impact host performance metrics, so frequent cancellations could result in loss of All-Star status.

Host no-shows

If a host fails to cancel and doesn't show up for the trip within 30 minutes of the trip's scheduled start time, it's a host no-show. Hosts who fail to show up for a trip are subject to a $150* fee.

* Values are in CA$ for trips in Canada, € (euros) for trips in countries in the eurozone, £ (pounds) in the United Kingdom, and US$ for trips in the United States and all other countries where Turo is available.

Host trips canceled by guests, guest no-shows, and trips canceled by Turo

Trips canceled by guests outside the free cancellation period

Extras, protection plan, half of any delivery fee, and young driver fee costs are always refunded if the guest fails to show up for the trip.

Guest no-shows

Extras, protection plan, half of any delivery fee, and young driver fee costs are always refunded if the guest fails to show up for the trip.

If a guest fails to cancel and doesn't show up for the trip within 30 minutes of the trip's scheduled start time, it’s a guest no-show. If a guest has booked a trip in a Turo Go car, has not canceled their trip, and doesn't show up for 12 hours after the trip’s scheduled start time, it’s a guest no-show. A guest who shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place is also a guest no-show.

Conditions

Hosts must report all no-shows within 72 hours of the trip start. If a guest tells us that they didn't show up and you didn't report the no-show to us, we won't issue you earnings for that trip. We may also charge a fine.

Exceptions

Exceptions to the host earnings amounts for trips cancelled outside the free period and guest no-shows may apply in the event of a flight delay or flight cancellation (see below), safety issues tied to vehicle cleanliness, or other extenuating circumstances.

Trips canceled by Turo

Protection plan costs, half of any delivery fee, and any Extras or young driver fee costs are always refunded.

When Turo must cancel a trip less than 24 hours before trip start due to a guest verification issue, the host will be paid in line with the terms of the table above. If the Turo cancellation is made more than 24 hours before the trip start or within one hour of booking for trips that were booked less than 25 hours before trip start, the host will not be eligible for earnings.

Host trips impacted by guest flight delay, flight cancellation, or lost baggage.

If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message their host to inform them and to request a trip modification for a new start time. We expect the host to make a good-faith effort to accommodate a new trip start time. The host must document their attempt to accommodate a new trip start time in Turo messaging. If the host cannot or does not accommodate a new start time and the trip must be canceled, the host will not receive any host earnings for the trip. In the event the host makes a good faith attempt to reschedule the trip, but both guest and host are unable to agree on a satisfactory trip modification and the trip must be canceled, Turo will pay the host earnings as though it were a guest no-show. (See table above.)