If we notify you that a trip has been canceled, you shouldn’t give your car away to the guest, and, 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 and the trip isn’t marked “Canceled” on your Trips tab, then the trip has not been canceled in the system. Notify your guest that the trip is still active and advise them to cancel in app or on the website. 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, contact customer support. We’ll try to contact the guest and will cancel the trip with no penalty to you. If a guest fails to cancel and does not show up for the trip, it’s a "late cancellation." The guest typically will not receive any refund, and you’ll receive your total earnings for the trip. Turo does reserve the right, however, to refund your guest and decrease your earnings if the guest did not show up because of extenuating circumstances, such as serious emergencies.
The amount refunded to the guest for a cancellation depends on when they cancel and also varies by fee component (trip price, trip fee, and, if applicable, protection fee, young driver fee, and delivery fee). Depending on the reason they give for canceling, we may review the circumstances and provide additional refunds. Again, if a guest doesn’t cancel and doesn’t show up, they may not receive a refund at all.
If a guest wants to cancel a trip and you’d like to give them a full refund, we suggest that you cancel the trip yourself so your guest receives their refund more quickly. Then, contact customer support to have any host cancellation penalties removed.
We understand that Turo hosts count on trips for income. That’s why, depending on how far in advance a guest cancels, you may still receive payment, and you’re protected in the case of last-minute cancellations. We do make exceptions when guests experience flight delays or flight cancellations that interfere with their booked Turo trips. You can read our full Cancellation policy here.
If you must cancel a trip for any reason, you can do so. Read more about host cancellations here.