If a host wishes to cancel a booked trip, they must notify the guest via on-site messaging as soon as possible, and process the cancellation through the Turo website or mobile app. The cancellation is effective immediately, and the guest receives a complete refund.
Hosts will be subject to a $50 fee if they cancel a trip less than 24 hours before the start of the trip, or $25 if they cancel more than 24 hours before the start of the trip.
Hosts who repeatedly cancel trips may be subject to additional penalties, including removal from the marketplace.
FLIGHT DELAY OR CANCELLATION
If a guest’s flight is delayed or canceled, we require guests to reach out to their hosts to make them aware of the situation and to request a trip modification for a new start time. In turn, we expect the host to make a good faith effort to accommodate a new trip start time. The host’s attempt to accommodate a new trip start time must be documented in Turo messaging.
If the host cannot or does not accommodate a new start time and the trip must be canceled, Turo will issue a complete refund to guests who miss their trip as a result of the flight cancellation or delay. Guests must provide supporting documentation, for example a screenshot from the mobile application or website of the airline showing the flight delay, and must notify the host via Turo messaging. In this situation, hosts will not receive any compensation and the guest will receive a complete refund, provided the documentation shows the cancellation was due to a flight issue.
To take advantage of this policy, in addition to providing documentation, guests must tell the host of the flight delay or cancellation at least one (1) hour before the scheduled trip start time. The guest must notify Turo of a flight delay or cancellation within at least twenty-four (24) hours after the trip’s scheduled start time or they will not receive a refund.
In the event the host makes a good faith attempt to reschedule the trip, but both guest and host are unable to agree on a satisfactory trip modification and the trip must be canceled, Turo will pay out the host the equivalent of one (1) day of earnings (based on the cost of the first day) and charge the guest only for the cost of one (1) day, refunding the remainder.
If Turo is not notified directly by the guest and/or host within twenty-four (24) hours of the trip start, the guest is not eligible to benefit from this cancellation policy and the typical policy remains in effect. If the guest’s flight is canceled/delayed more than three (3) days in advance of the trip start time, this policy does not apply and the typical cancellation policy remains in effect.