Cancellation considerations and fees
Canceling a guest’s trip can seriously disrupt their plans and impact their confidence in Turo hosts. Whenever possible, try to find an alternative arrangement that suits you both. If you cancel a booked trip less than 24 hours before it starts, we may deduct a $50* fee from your next payment. If you cancel more than 24 hours before the trip starts, we may deduct a $25* fee. We’ll also post an automated cancellation review on your listing. If you cancel often, your host metrics will be affected, your placement in search results may be negatively impacted, and we may remove your vehicle(s) from search. Consult our Cancellation policy for complete details.
If you’re an All-Star Host at the time of cancellation, we’ll waive the cancellation fee. We’ll auto-publish a cancellation review, but you can respond to explain why you had to cancel. Canceling will still impact your performance metrics, so you could lose your All-Star status if you cancel frequently.
You may not ask your guest to cancel for you. If you repeatedly cancel trips or encourage guests to cancel for you, we may charge you additional fees. Your standing on Turo could be impacted, and there’s a chance we would remove you from our platform.
If you must cancel a trip, log onto Turo, open the Trips tab, choose Booked, find the trip, and select “Change trip.”
Can you waive my cancellation penalty?
Turo may, at its sole discretion, waive host cancellation penalties under certain circumstances that may include:
- Cancellation was due to the circumstances of a previous Turo trip (e.g. vehicle damage, late return). Please note that you’re prohibited from canceling one Turo trip to allow another guest to extend their trip.
- Cancellation was due to a verifiable natural disaster, a death in the family, or serious injury.
- Canceled guest rebooks a trip with you within 24 hours after you cancel their trip. In this case, Turo will also remove the automated cancellation review.
- It’s your first cancellation out of your past 10 booked trips.
- Trip was booked instantly, and you have a reasonable fear for the safety of your vehicle and/or yourself. When canceling, select the reason “I’m uncomfortable with this trip” to alert us to the situation. This option is only available for “Book instantly” trips.
- The guest specified in Turo messaging that they intend to engage in a policy violation.
Turo will decide whether to waive a cancellation penalty based on available evidence and at its sole discretion. We don’t guarantee that we’ll always waive the cancellation penalty in the examples noted above. Turo won’t waive cancellation penalties for circumstances not listed here. Contact customer support with your request to waive the fee, and we’ll review it.
What if my guest’s flight is delayed or canceled?
If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message you and request a new start time. We expect you to make a good faith effort to accommodate them. After all, it’s not your guest’s fault that their circumstances have changed.
You must document your efforts to accommodate a new trip start time in Turo messaging. If you can’t or don’t try to accommodate the guest and cancel, we won’t pay any earnings for the trip. If you do try to reschedule, but you and your guest can’t agree on the change and you have to cancel, Turo will issue you partial earnings. If the trip was more than two days in length, we’ll pay you your share of one day’s average trip cost plus 50% of any delivery fee. If the trip was two days or shorter, we’ll pay you your share of 75% of one day’s average trip cost plus 50% of any delivery fee.
If you must cancel a trip, log onto Turo, open the Trips tab, choose Booked, find the trip, and select “Change trip.”
*Values are in CAD for Canada, £ for the UK, and US$ for the United States and all other countries.