Canceling a trip with your guest

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 must cancel a trip, take the following steps:

• Log onto Turo and open the Trips tab. 
• Tap “Booked” to see your booked trips. 
• Choose the trip you need to cancel, tap “Modify trip,” and cancel the trip. 

What happens if I cancel a trip?

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 or refuse to cancel to avoid a cancellation fee. If you do, 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.

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.

If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message you via Turo messaging to 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. 

If you try to reschedule, but you and your guest can’t agree on the change, report it as a guest no-show and we’ll issue you partial earnings based on trip length. For trips two days or shorter, we’ll pay your share of 75% of one day's average trip price (based on the protection plan you chose). For trips longer than two days, we’ll pay your share of two days’ average trip price (based on the protection plan you chose). If the guest chose delivery, we’ll pay you half of any delivery fee.

To report a guest no-show: In the US, call 415-849-3398 and press 1. In Canada, call 1-888-391-0460. In the UK, call 44-808-164-1454.

*Values are in CAD for Canada, £ for the UK, and US$ for the United States and all other countries.