How do I cancel a trip?
You can cancel most trips yourself without contacting Turo. All cancellations are effective immediately. You can’t cancel a trip that’s in progress, and once you cancel, you’re no longer authorized to receive or drive the car. If you need to cancel at the start of a trip because the car is dirty, unsafe, or smells of smoke, do not check in and call us immediately. In the US, call 415-963-4109. In Canada, call 1 888 391 0460. In the UK, call 44 808 164 1454. Otherwise, follow these instructions to cancel a trip:
- Log on to Turo and open your Trips tab.
- Find the “Booked” trip you want to cancel.
- Tap the "Change trip" button in the middle of the screen.
- Choose the option to cancel.
- Pick a cancellation reason that most closely matches your circumstance.
- Check that the trip shows as “Canceled” on your Trips tab. If not, be sure you’ve completed all steps of the cancellation process.
What’s my refund for a canceled trip and when will I get it?
The amount of your refund depends on when you cancel and the length of the trip. Funds from a canceled trip or no-show trip you fail to cancel remain available on Turo for 24 hours so you can rebook. After 24 hours, we’ll automatically issue your refund. Your bank will take an additional 3–10 business days to process and return the funds to your account. If you don’t want to rebook and don’t want to wait 24 hours, you can opt for Turo to initiate the refund immediately. Choose this option when you cancel or via a link in your cancellation email.
We’ll refund you in full if you cancel during our Free cancellation period — 24 hours before your trip starts or one hour after booking if you booked less than 25 hours in advance. The cancellation period is based on the vehicle’s time zone. If you change your trip in any way, the free cancellation period remains tied to the original booking time. Message your host to let them know you’re canceling and cancel the trip yourself following the instructions above.
We’ll refund you in full for a vehicle you believe hasn’t been cleaned and disinfected, only if you don’t accept the vehicle, don’t check in for the trip, and contact us immediately. If the vehicle is a Turo Go car, don’t complete trip check-in and contact us no more than 2 hours after the scheduled trip start to receive a full refund.
We’ll refund you in full if your host cancels your trip or fails to show up within 30 minutes of the trip’s start time. In some cases, Turo’s trust and safety team will cancel a booked trip. If that happens, we’ll contact you and issue a full refund.
If you cancel a trip outside of the Free cancellation period, we’ll issue you a partial refund. If your trip was longer than 2 days, we’ll refund the full amount minus one day’s trip cost (trip price + trip fee). If your trip was 2 days or shorter, we’ll refund the full amount minus 50% of one day’s trip cost (trip price + trip fee). We’ll refund your protection plan costs, the cost of any Extras, and any young driver fee. We’ll refund 50% of any delivery fee. Message your host to let them know you’re canceling and cancel the trip yourself following the instructions above.
If you don’t cancel a trip and fail to show up within 30 minutes of the trip start time, we consider that a guest no-show and will issue you a partial refund. If you’ve booked a Turo Go car, you have up until 12 hours after trip start to show up before we consider it a guest no-show. If you arrive to check in for your trip with no license, with an invalid license, or you send an additional or unapproved driver in your place, that’s also a guest no-show. Turo or the host will cancel guest no-show trips, and Turo will issue a partial refund. If your trip was longer than 2 days, we’ll refund you the full amount minus 2 days’ trip cost (trip price + trip fee). If your trip was 2 days or shorter, we’ll refund you the full amount minus 75% of 1 day’s trip cost (trip price + trip fee). We’ll refund your protection plan costs, the cost of any Extras, and any young driver fee in full. We’ll refund 50% of any delivery fee.
Exceptions to the refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, cancellation, or lost baggage, safety issues tied to vehicle cleanliness, or other extenuating circumstances.
*Values are in CAD for Canada, £ for the UK, and in US$ for the US and all other countries.