The most successful hosts strive to honor every booked trip, but we understand that sometimes things come up.
If you need to cancel a trip, please notify your guest immediately. We encourage you to find an alternative arrangement that works for both of you, but if that’s not possible, you should cancel the trip online ASAP.
It is especially important to communicate and be flexible if your guest needs to make trip adjustments due to a flight delay or cancellation. Please remember it’s not your guest’s fault, and do your best to be accommodating. In the event that you do have to cancel a guest’s trip after a flight delay or cancellation, your guest will receive a refund and you will receive no earnings for the trip if you don’t make an effort to reschedule with them.
Because canceling a guest’s trip can seriously disrupt their plans and impact confidence in the Turo community, we have penalties in place for host cancellations. This includes an automated review posted on your listing, showing the cancellation. Additionally, a $50 fee will be deducted from your next payment if you cancel less than 24 hours before the start of the trip, or $25 if you cancel more than 24 hours before the start of the trip. Additionally, your placement in search results may be negatively impacted if you cancel often, and your cars may be removed from search results.
If your guest rebooks their trip with you within 24 hours after you cancel, the cancellation review and the fee will be automatically waived. The fee will also be automatically waived if it’s your first cancellation out of your past 10 booked trips. We may waive the penalties in certain other circumstances as well.
Please note that asking your guest to cancel for you is prohibited. Repeatedly canceling trips or encouraging guests to cancel on your behalf may affect your standing in our community, including removal from the marketplace.
All the details of our Cancellation policy can be found here. For tips on how hosts can prevent canceling trips, please feel free to contact customer support.