Cancellation policy

Last revised: June 21, 2019

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 the length of the trip. The cancellation period is based on the vehicle’s time zone.

Free cancellation period

Guests may cancel free of charge up to 24 hours before the trip starts. Guests who book within 24 hours of their trip have one hour after booking to cancel for free.

Booking TimeFree Cancellation Period
25 hours or more before trip startUntil 24 hours before trip start
Less than 25 hours before trip start1 hour after booking

Early returns

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.

Guest cancellation fees

If a guest cancels a refundable trip less than 24 hours before it starts, they’ll be charged a late cancellation fee before receiving their refund. The late cancellation fee is based on trip length, trip cost (including trip fee), and 50% of any delivery fees, but not the cost of their protection plan, extras, or young driver fees. See the table below for details.

Trip lengthCancellation fee
More than 2 days*1 day’s average trip cost + 50% of any delivery fee
2 days* or less50% of 1 day’s average trip cost + 50% of any delivery fee

Note that if a guest books a non-refundable trip, they’ll forfeit the cost of their entire trip if they cancel.

*Check the help center to see how Turo calculates trip length.

Trip modifications

For any trips where the guest requests a trip modification after the free cancellation period has ended, the cancellation policy and any associated fees from before the modification will apply.

Guest no-shows

If a guest wants to cancel a booked trip, they must notify the host via Turo messaging as soon as possible. Then they must process the cancellation through the Turo website or app. If they fail to cancel and don’t show up for the trip after 30 minutes of the trip’s start time, it is a guest no-show. A guest who shows up to a trip with no license or with an invalid license is also a guest no-show.

Trip lengthFee
More than 2 days*2 days based on the average trip cost + 50% of any delivery fee
2 days* or less75% of 1 day’s average trip cost + 50% of any delivery fee

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. Turo retains half of the delivery fee amount, if applicable. If the trip was booked using a Turo Valet lot, the valet cost is waived for the host, and the guest may be charged 50% of the valet cost.

Hosts who fail to report a guest no-show will be fined according to this policy.

*A day is based on pricing and is considered 26 hours in Turo’s system.

Host cancellation

If a host wants to cancel a booked trip, they must 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.

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.

* Values are in CA$ for trips in Canada, € (euros) for trips in Germany and all 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.

Flight Delay or Flight Cancellation

If a guest’s flight is delayed or canceled, guests must message their hosts 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, Turo will issue a complete refund to the guest who misses 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 of 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 the host the equivalent of one (1) day of earnings (based on the cost of the first day) and charge the guest for the cost of one (1) day only and refund 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. Also, 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. In both cases, the standard Guest Cancellation policy outlined above 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 such an event. When Turo must cancel a trip, guests will receive a full refund and hosts are generally not eligible for earnings.