We always expect guests to honor confirmed trips, but when guest cancellations do happen, we will inform you via text, email, and/or mobile app (depending on your preferences). Trips can only be canceled by either the host or the guest before the trip officially starts.
If a guest tells you that they have canceled or they intend to cancel a trip, but you are not notified by Turo and the trip isn’t marked as canceled in your Dashboard, then the trip is not officially canceled. If you are notified of an official cancellation, that means that the trip is no longer valid and you should not give your car away to the guest.
The amount refunded to the guest for a cancellation depends on when they cancel, and also varies by fee component (trip price, trip fee, protection fee, and, if applicable, young driver fee). Depending on the reason they select during the cancellation process, we may review the circumstances and provide additional refunds. If a guest fails to cancel the trip and fails to show up for the trip, that counts as a "late cancellation" and the guest may not receive a refund at all.
We have a guest cancellation timeline in place because we understand that hosts on Turo count on trips for income. Our cancellation policy ensures that, in the case of a last-minute cancellation, you won’t be left high and dry. You’ll still receive payment for canceled trips depending upon how far in advance your guest cancels their trip. However, we do make exceptions when guests experience flight delays or cancellations that interfere with their booked Turo trips, as that situation is out of their control. Please do your best to make it work!
If you need to cancel a trip for any reason, you as the host have the option to cancel. When you cancel a trip, the guest will receive a complete refund. However, you will be fined a cancellation fee when you cancel a trip, and your placement in search results may be affected if you cancel trips frequently. If a guest wants to cancel a trip and you would like to give them a complete refund, we recommend canceling the trip yourself so that your guest receives their refund more quickly, and then contacting us for help with resolving the cancellation penalties. (Please note that encouraging your guest to cancel the trip for your own purposes is prohibited.)
You can view the cancellation payment details here, as well as our other cancellation-related policies.