We always expect travelers to honor confirmed trips, but when traveler 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 owner or the traveler before the trip officially starts.
If a traveler 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 If you are notified of an official cancellation, that means that the trip is no longer valid and you should not give your car away to the traveler.
The amount refunded to the traveler 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 traveler fails to cancel the trip and fails to show up for the trip, that counts as a "late cancellation" and the traveler may not receive a refund at all.
We have a traveler cancellation timeline in place because we understand that owners 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 cancelled trips depending upon how far in advance your guest cancels their trip.
If you need to cancel a trip for any reason, you as the owner have the option to cancel. When you cancel a trip, the traveler 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 traveler wants to cancel a trip and you would like to give them a complete refund, we recommend cancelling 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 traveler 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.