Guest cancellations and guest no-shows

Guest cancellations

Notification

• We’ll notify you of a cancellation via your choice of text, email, and/or push notification.   
• We’ll mark the trip “Canceled” in your Trips tab. 

Best practices 

• If your guest wants to cancel their trip, remind them they must do it themselves. Don’t cancel for them. 
• Read your cancellation notifications. Don’t mistakenly give your car away to a guest who has canceled.

• If you’re worried a guest doesn’t plan to show up for their trip but they haven’t canceled, contact customer support. 

Refunds and earnings

Cancellation fees and earnings are outlined in our cancellation policy. Hosts don’t receive earnings for any guest cancellations made within the free cancellation period. If a guest cancels outside the free cancellation period, a host’s earnings depend on the scheduled trip length. 

Trips longer than two days

You earn:

• your share of the average daily price of one day AND
• half of any delivery fees 

Trips two days or fewer

You earn:

•  your share of half of the average daily price of one day AND
• half of any delivery fees

Exceptions 

Depending on why they canceled, we may review the guest’s circumstances and give them an added refund.

Guest no-shows

What’s considered a guest no-show

We consider a guest to be a no-show if:

• they haven’t canceled their trip and don’t show up within 25 minutes of the trip start 
• they show up with an invalid license 

What to do when a guest is a no-show

If a guest doesn’t show up for their scheduled trip:

1. Message them to ask if they’re running late. 
2. Wait at least 25 minutes after the trip start time to give them a chance to be in touch.
3. If you can’t reach them or they don’t show up within those 25 minutes, contact customer support. 
4. We’ll cancel the trip with no penalty to you.  

Conditions

You must report all no-shows within 72 hours of the trip start. If a guest tells us that they didn’t show up and you didn’t report the no-show to us, we won’t issue you earnings for that trip. We may also charge a fine. 

Refunds and earnings

In most cases, we’ll charge the guest, and you’ll receive earnings based on our no-show policy. Guest no-show earnings also depend on the scheduled trip length. 

Trips longer than two days

You earn:

• your share of the average daily price of two days AND
• half of any delivery fees

Trips two days or less

You earn:

• 75% of your share of the average daily price of one day AND
• half of any delivery fees

The average daily price is calculated from the total of all the days included in the original trip before it was canceled. 

Exceptions 

If the guest no-show was due to extenuating circumstances, it may impact our decision regarding refunds and earnings. We also make exceptions when flight delays or flight cancellations interfere with a guest's booked Turo trip. You can read the details in our full Cancellation policy.