Last revised: January 31, 2025
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 through the Turo website or mobile application. See instructions for how to cancel a trip. The cancellation is effective immediately. Whether the guest receives a full refund, a partial refund, or receives no refund depends on the circumstances, including 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.
Free cancellation period
Guests receive a full refund if a cancellation occurs during the free cancellation period or is a cancellation for cleaning or safety concerns.
Free cancellation depends on booking time. Guests may cancel free of charge up to 24 hours before their scheduled trip start time. Guests who book within 24 hours of the scheduled trip start time have one hour after booking to cancel for free. Guests who book a non-refundable trip have a 24-hour grace period after booking to cancel for free.
Trip modifications
If a guest requests a trip modification and the request is approved, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.
Cancellation for cleaning or safety 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 or is unsafe. 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 receive a partial refund if a cancellation occurs outside the free cancellation period or a guest no-shows for a trip.
Cancellations outside the free period
We’ll issue a partial refund to guests who do not fall within the free cancellation period but notify the host and successfully cancel the trip.
We'll refund guests the protection plan, any Extras, any security deposit, and any young driver fee in full 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. 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.
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 or train delay, flight or train 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.
Early returns
There are no credits/refunds issued for early returns except when the guest has submitted a trip modification request through the Turo website or app, as defined in the Turo terms of service, to shorten their trip and the request is approved.
Non-refundable trips
There are no credits/refunds issued for non-refundable trips cancelled after the 24-hour grace period.
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. If the funds remain unused after 24 hours, we'll automatically issue a full refund.
Trips canceled by Turo
In some cases, Turo’s trust and safety team will cancel a guest’s booked trip. Turo will contact the guest and host, and issue the guest a full refund.
Flight or train delays or cancellations
If a guest’s flight or train 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 messaged their host and provided documentation. Specifically, guests must notify the host of the flight or train 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 or train carrier mobile app or website or a photo of the departure board showing the delay or cancellation, that shows the issue. The guest must notify Turo of a flight or train 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 or train 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 using Turo messaging and provided documentation. Specifically, they must notify their host no later than 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.
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 cancellations
Unless an exception applies, 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. Hosts who repeatedly cancel trips without a valid exception may be subject to additional penalties, including removal from the marketplace. If a host is uncomfortable with a trip proceeding because they have reasonable concerns related to safety, harassment, and/or violations of Turo’s policies, they should cancel the trip through the Turo website or app and select the reason for cancellation as uncomfortable with this trip. Turo’s customer support team is automatically notified to review this cancellation type and follow up with the host.
All-Star Hosts
If you're an All-Star Host at the time of cancellation, we'll excuse 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.
Trips canceled by guests outside the free cancellation period
If a guest cancels a trip more than two days in length, hosts receive their share of one full day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
If a guest cancels a trip two days or less in length, hosts receive their share of half of one full day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
Host's share of Extras and half of any delivery fee are always refunded to the guest if the guest fails to show up for the trip.
Non-refundable trips
If a guest cancels a non-refundable trip outside the 24-hour grace period, hosts receive their earnings less Turo fees.
Guest no-shows
If a guest no-shows for a trip more than two days in length, hosts receive their share of two full day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
If a guest no-shows for a trip two days or less in length, hosts receive their share of 75% of one day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
Host's share of Extras and half of any delivery fee are always refunded to the guest if the guest fails to show up for the trip.
Guest no-shows are: 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 a guest shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place.
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 fee.
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 or train delay or cancellation (see below), safety issues tied to vehicle cleanliness, or other extenuating circumstances.
Trips canceled by Turo
If Turo cancels a trip more than two days in length, hosts receive one day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
If Turo cancels a trip two days or less in length, hosts receive half of one day’s average trip price (based on host's chosen protection plan) and half of any delivery fee.
Host’s share of Extras and half of any delivery fee are always refunded if the guest fails to show up for the trip.
When Turo must cancel a trip less than 24 hours before trip start, the host will be paid based on the trip length, as described 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.
If a guest’s flight or train 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.