We heartily encourage travelers and owners to maintain the integrity of their trips by communicating clearly before trips start, and formally canceling the trip if necessary. If a traveler doesn’t show up for their scheduled trip, please call or email Turo’s customer support. We will attempt to reach out to your traveler and cancel the trip with no penalty to you. If a traveler fails to cancel the trip and fails to show up for the trip, it counts as a "late cancellation." The traveler 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 in the event of extenuating circumstances, such as serious emergencies.
Additionally, if a traveler 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). It is very important that you do not provide a vehicle to a traveler after you have informed Turo that the guest is late and you do not wish to provide the vehicle to them any longer.
If you need to cancel a trip for any reason, you as the owner have the option to cancel. When you cancel a trip, the traveler 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 traveler to cancel the trip for your own purposes is prohibited.)