Fast Facts:
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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:
- Message them to ask if they’re running late.
- Wait at least 25 minutes after the trip start time to give them a chance to be in touch.
- If you can’t reach them or they don’t show up within those 25 minutes, contact customer support.
- 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.