If we notify you that a trip has been canceled, don’t give your car away to the guest. Depending on the timing of the cancellation, you may not receive any payment for the trip.
If a guest tells you they’ve canceled or that they plan to cancel a trip, but Turo hasn’t notified you or the trip isn’t marked “Canceled” on your Trips tab, then the trip has not been canceled in the system. Notify your guest and advise them to cancel. If you’re concerned that a guest doesn’t plan to show up for their trip, but they haven’t canceled, contact customer support.
If a guest doesn’t show up for their scheduled trip, message them to ask if they’re running late. Wait at least 30 minutes after the trip starts to give them a chance to be in touch before reporting them as a “no-show.” If you can’t reach them, contact customer support. We’ll try to contact them and will cancel the trip with no penalty to you if we can’t get in touch. If a guest fails to cancel and does not show up for the trip after at least 30 minutes, it’s a no-show. The guest will typically be charged, and you’ll receive earnings based on our no-show policy. Turo reserves the right to refund your guest and decrease your earnings if the guest didn’t show up because of extenuating circumstances, such as a serious emergency.
A guest who shows up to a trip without a license or with an invalid license is considered a no-show as well. Reach out to Customer Support if you have any questions or concerns about your guest’s license.
Refunds and earnings
The amount refunded to the guest for a cancellation or no-show is outlined in our cancellation policy. Depending on their reason for canceling, we may review the circumstances and provide additional refunds.
If a guest cancels during the free cancellation period, hosts won’t receive any earnings.
If a guest cancels outside the free cancellation period, a host’s earnings depend on the scheduled trip length. If it was more than two days, you’ll keep your share of the average daily price of one day and half of any delivery fees. If it was two days or less, you’ll keep your share of half of the average daily price of one day and half of any delivery fees.
Refunds for guest no-shows also depend on trip length. If it was more than two days, you’ll keep your share of the average price of two days and half of any delivery fees (if applicable). If it was two days or less, you’ll keep 75% of your share of an average daily price and half of any delivery fees (if applicable).
The average daily price is calculated from the total of all the days included in the original trip before it was canceled.
Hosts who fail to report a guest no-show may be subject to penalties. If a guest reports that they didn’t show up and you don’t report it within 72 hours of the trip’s start time, you’ll receive no earnings for that trip.
We 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. If you must cancel a trip for any reason, you can do so. Remember that asking a guest to cancel a trip on your behalf is prohibited.