Cancellation policy

Last revised: December 5, 2018

Guest cancellation

Guests may cancel their trip through our site or mobile app, and the cancellation is effective immediately. The total amount refunded will depend on when the guest cancels the trip, and varies by fee component (trip price, trip fee, protection fee, and if applicable, young driver fee).

There are no credits/refunds issued for early returns except when the guest has requested to shorten their trip and the host has accepted such request in the Services, as defined in the Terms of Service.

Trip price & trip fee
Time of cancellation Trip price refunded Trip fee refunded
< 1 hour from booking trip 100% 100%
> 7 days before trip start 100% 0%
1–7 days before trip start 90% 0%
< 1 day before trip start 0% 0%

The trip fee is non-refundable once an hour has elapsed from the time the trip is booked (i.e. when the host confirms the pending trip).

Refunds may take up to 10 business days for credit and debit cards, and up to 30 days for mobile payment methods.

Protection fee

The protection fee is fully refunded if the trip is cancelled before it starts.

Young driver fee

The young driver fee is fully refunded if the trip is cancelled before it starts.

Host cancellation

If a host wishes to cancel a booked trip, they must notify the guest via on-site messaging as soon as possible, and process the cancellation through the Turo website or mobile app. The cancellation is effective immediately, and the guest receives a complete refund.

Hosts will be subject to a $50 fee if they cancel a trip less than 24 hours before the start of the trip, or $25 if they cancel more than 24 hours before the start of the trip.

Hosts who repeatedly cancel trips may be subject to additional penalties, including removal from the marketplace.

Flight Delay or Flight Cancellation

If a guest’s flight is delayed or canceled, we require guests to reach out to their hosts to make them aware of the situation and to request a trip modification for a new start time. In turn, we expect the host to make a good faith effort to accommodate a new trip start time. The host’s attempt to accommodate a new trip start time must be documented in Turo messaging.

If the host cannot or does not accommodate a new start time and the trip must be canceled, Turo will issue a complete refund to guests who miss their trip as a result of the flight cancellation or delay. Guests must provide supporting documentation, for example a screenshot from the mobile application or website of the airline showing the flight delay, and must notify the host via Turo messaging. In this situation, hosts will not receive any compensation and the guest will receive a complete refund, provided the documentation shows the cancellation was due to a flight issue.

To take advantage of this policy, in addition to providing documentation, guests must tell the host of the flight delay or cancellation at least one (1) hour before the scheduled trip start time. The guest must notify Turo of a flight delay or cancellation within at least twenty-four (24) hours after the trip’s scheduled start time or they will not receive a refund.

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 out the host the equivalent of one (1) day of earnings (based on the cost of the first day) and charge the guest only for the cost of one (1) day, refunding the remainder.

If Turo is not notified directly by the guest and/or host within twenty-four (24) hours of the trip start, the guest is not eligible to benefit from this cancellation policy and the typical policy remains in effect. If the guest’s flight is canceled/delayed more than three (3) days in advance of the trip start time, this policy does not apply and the typical cancellation policy remains in effect.

Turo cancellation

In some cases, Turo may need to cancel a trip after booking to protect our users against fraud or for trust and safety considerations. Turo will notify both hosts and guests in the event Turo must cancel a trip. Where Turo must cancel a trip, guests will receive a full refund and hosts are generally not eligible for earnings.