We heartily encourage guests and hosts to maintain the integrity of their trips by communicating clearly before trips start, and formally canceling the trip if necessary. If a guest doesn’t show up for their scheduled trip, please call, email, or chat with Turo’s customer support. We will attempt to reach out to your guest and cancel the trip with no penalty to you. If a guest fails to cancel the trip and fails to show up for the trip, it counts as a "late cancellation." The guest will typically not receive a refund at all and you will keep your total earnings for the trip; however, Turo does reserve the right to refund your guest and decrease your earnings in the event of extenuating circumstances, such as serious emergencies.
Additionally, if a guest is very late for a trip and has contacted you, but you are no longer able to fulfill the trip because they are too late, they will not be refunded and you will keep your earnings for the trip (with the exception of extenuating circumstances, such as serious emergencies or flight cancellations). It is very important that you do not provide a vehicle to a guest after you have informed Turo that the guest is late and you do not wish to provide the vehicle to them any longer.
A guest is expected to reach out to their host in the event that they are running late due to a flight delay or cancellation. As these circumstances are out of your guest’s control, we will offer refunds to guests who provide confirmation of the flight changes and contact their hosts in advance, and hosts will not receive earnings from the trip if they don’t make an effort to work it out. Remember that flight delays can be stressful, and please do your best to be helpful and accommodating!
If you need to cancel a trip for any reason, you as the host have the option to cancel. When you cancel a trip, the guest will receive a complete refund. However, you may be fined a cancellation fee if you cancel too many trips or cancel with short notice. If a traveler wants to cancel a trip and you would like to give them a complete refund, we recommend cancelling the trip yourself so that your guest receives their refund more quickly. (Please note that encouraging your guest to cancel the trip for your own purposes is prohibited.)
You may view more about our cancellation policy here.