Guest cancellations and guest no-shows

Guest cancellation

Notification

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

Best practices 

• If your guest wants to cancel, remind them they must do it themselves through the app or website. Don’t cancel for them. 
• Read your cancellation notifications. Don’t mistakenly give your car away to a guest who’s canceled.
• If you are 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 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

Guest no-show

What it is

We consider a guest to be a no-show if they haven’t cancelled their trip or haven’t shown up within 30 minutes of the trip start time. If a guest shows up with an invalid license, it’s also considered a no-show. In most cases, we’ll charge the guest, and you’ll receive earnings based on our no-show policy. 

What to do

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 30 minutes after the trip starts to give them a chance to be in touch.
3. If you can’t reach them, contact customer support. Be sure to report all no-shows within 72 hours of the trip start.
• If a guest tells us that they didn’t show up and you haven’t contacted us about it, we won’t issue you earnings for that trip. We may also levy a penalty.
4. We’ll try to contact them. If we can’t get in touch, we’ll cancel the trip with no penalty to you. 

Refunds and earnings

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

Depending on why they canceled, we may review the guest’s circumstances and give them an added refund. It’s fully our decision whether to refund your guest and decrease your earnings if the guest no-show was due to extenuating circumstances.

We also make exceptions when guests experience flight delays or flight cancellations that interfere with their booked Turo trips. You can read the details in our full Cancellation policy.